1. Better Business Bureau serving
Western Michigan
Volunteer/Intern Handbook
Table of Contents
Welcome Letters………………………………………………………………3
Vision, Mission Statement, & Values…..………………………………...4-5

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BBB Standards for Trust…………………………………………………………….6
Brief History of the Better Business Bureau……….…………………….7
BBB Historical Timeline………………………………………….………………….8
Staff & Board of Directors………………………………………………..9-11
Hours of Operation & Contact Information………………………………11
Volunteer/Intern Program………………………………..………………...12
Program Statement…………………………………………………………………12
Becoming a Volunteer………………………………………………………..……12
Volunteer/Intern Policies..………………………………………………….13
Attendance…………………………………………………………………………...13
Confidentiality…………………………………………………………………….....13
Dress Code…………………………………………………………………………...13
Harassment…………………………………………………………………………..14
Parking………………………………………………………………………………..14
Personnel Files………………………………………………………………..…….14
Professionalism……………………………………………………………..………15
Social Media……………………………………………………………………..15-16
Termination/Resignation………………………………………………………….16
Tracking Volunteer/Intern Hours………………………………………………..16
Glossary of Terms………………………………………………………..17-21
Volunteer/Intern Handbook Acknowledgement………………………..22
Welcome to the Better Business Bureau!
Thank you for supporting BBB as a volunteer or intern! Our organization in Western
Michigan is one of 113 BBB’s across North America, and one of only two in Michigan. BBB is
dedicated to helping consumers find and recommend businesses, brands, and charities they can
trust. We provide significant services to our region related to Business Reviews, Dispute

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Resolution, Charity Reviews, Training Workshops, Advertising Reviews, Arbitration, Mediation,
News Media, Social Media, Community Leadership, Investigations, and School Programs.
Volunteers and Interns make it possible for us to do that, serving the 3 million people and
70,000 businesses in our service area. Frankly, we couldn’t do it without you. One of our
responsibilities is assuring that you have a positive experience while you are with the Better
Business Bureau. We take that seriously. Once again, thank you for your participation. I truly
appreciate your support!
Phil Catlett, President & CEO
Welcome to BBB serving Western Michigan! You have just taken the first step in your
journey as an intern or volunteer. We trust that your experience with our organization will be
fruitful – providing you with a positive, rewarding experience and an opportunity to learn some
new skills, while building upon your personal knowledge and previous experience. Our
professional staff will work to ensure that you become an integral part of our Bureau operations
as we all work together to make our West Michigan community a better place to work and live.
All tasks and projects no matter how trivial they may seem make a big difference in the
effectiveness and efficiency of our BBB. Sally Koch stated, “Great opportunities to help others
seldom come, but small ones surround us every day.” As you join us, please know that your
work is appreciated not only by our staff but also by your community.
Kathryn Crawford, Intern/Volunteer Coordinator
Vision, Mission Statement, & Values
Our Vision
An ethical marketplace where buyers and sellers can trust each other
Our Mission
BBB’s mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by:
 Creating a community of trustworthy businesses
 Setting standards for marketplace trust
 Encouraging and supporting best practices
 Celebrating marketplace role models, and
 Denouncing substandard marketplace behavior

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BBB sees trust as a function of two primary factors – integrity and performance. Integrity includes
respect, ethics and intent. Performance speaks to a business’s track record of delivering results in
accordance with BBB standards and addressing customer concerns in a timely, satisfactory manner.
BBB ensures that high standards for trust are set and maintained. We exist so consumers and businesses
alike have an unbiased source to guide them on matters of trust. We provide educational information
and expert advice that is free of charge and easily accessible.
BBB Accreditation is an honor – and not every company is eligible. Accredited Business applications are
thoroughly vetted by staff prior to receiving approval. Businesses that meet our high standards are
invited to join our BBB. Businesses meeting BBB standards are presented to our Board of Directors for
review and acceptance as a BBB Accredited Business.
All BBB Accredited Businesses have agreed to live up to our Standards for Trust. Our Standards for
Trust are a comprehensive set of policies, procedures and best practices focused on how businesses
should treat the public – fairly and honestly in all circumstances.
BBB does not compare businesses against each other, but rather evaluates businesses against our
standards – and our standards clearly speak to the character and competence of an organization.

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Our Mission- continued
BBB is the resource to turn to for objective, unbiased information on businesses. Our network of
national and local BBB operations allows us to monitor and take action on thousands of business issues
affecting consumers at any given time.
BBB is your key adviser, most reliable evaluator and most objective expert on the topic of trust in the
marketplace.
Our Values
To accomplish our mission, we commit to the following values to guide all of our decisions and
behavior, with each other and with all those we serve:
Excellence:
Strive to do our very best. Be accountable to the general public, our members, and to each other for
everything we do. Commit to providing the highest quality service with excellence and consistency
everywhere we operate.
Integrity:
Be honest and ethical in all of our business activities. Treat everyone with integrity, keeping our
promises and learning from our mistakes. Have the courage to hold fast to our professional convictions.
Teamwork:
Communicate, cooperate and collaborate freely across organizational and territorial boundaries, and
work as one team to fulfill our mission.
Trust:
Trust in our colleagues throughout BBB and in ourselves. Say what we mean and mean what we say.
Communicate with honesty and candor.
Respect:
Treat everyone with respect and dignity, valuing individual and cultural differences. People are our
fundamental asset. We will empower them to develop and use their talents and capabilities to the fullest.

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BBB Standards for Trust
BBB Standards for Trust represent good business practices generally and BBB Accreditation Standards
specifically.
Build Trust
Establish and maintain a positive track record in the marketplace.
Advertise Honesty
Adhere to established standards of advertising and selling.
Tell the Truth
Honestly represent products and services, including clear and adequate disclosures of all material terms.
Be Transparent
Openly identify the nature, location, and ownership of the business, and clearly disclose all policies,
guarantees, and procedures that bear on a customer’s decision to buy.
Honor Promises
Abide by all written and verbal representations.
Be Responsive
Address marketplace disputes quickly, professionally, and in good faith.
Safeguard Privacy
Protect any data collected against mishandling and fraud, collect personal information only as needed,
and respect the preferences of customers regarding the use of their information.
Embody Integrity
Approach all business dealings, marketplace transactions, and commitments with integrity.
A Brief History of BBB
The Ancient Problem of Truth
The major concern of Better Business Bureaus, from their inception until today, has been an ongoing
issue of business ethics, which was clearly stated by Cicero more than 2000 years ago when he wrote to
his son, Marcus:

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“All things should be laid bare so that the buyer may not be in any way ignorant of anything the seller
knows.”
Apparently, even then there was recognition of “truth in advertising.” However, advertising as a formal
activity first appeared in the United States in 1704 with an offer for patent medicine in the Boston
Newsletter. From that date until 1880, no restraints on advertisers existed except as individual personal
ethics dictated. However, the media did feel the effects of non-believability of advertising, and the first
public acknowledgement of media responsibility in the public interest appeared in the Farm Journal for
October 1880. The publishers declared:
“We believe, through careful inquiry, that any advertisements in this paper are signed by trustworthy
persons, and to prove our faith by works we will make good to subscribers any loss sustained by
trusting advertisers who prove to be deliberate swindlers.”
Responsible business sensed the tremendous value of advertising in the movement of goods and services,
but so did hordes of fly-by-night operators. Activities of those who used the mails to perpetrate their
frauds upon the public were so numerous and so blatant that in 1872 Congress empowered the Post
Office Department to take action against them.
Self Regulation and the Establishment of BBB’s
Honest advertisers faced a dilemma similar to the one honest advertisers face today. How could they
protect this important tool of their trade without destroying it? How could it be made clear to the
public that poor ethics of the few did not represent policies and practices of the majority of advertisers?
Hence, at the turn of the century, the budding advertising industry found itself faced with a problem
that might have taxed the statesmanship of industries much larger and better established. Its response
to that challenge was to create a self-policing force known as “Vigilance Committees” – later to become
known as Better Business Bureaus.
Better Business Bureau Historical Timeline
1912 – First BBB opens in Minneapolis, Minnesota
1916 – “Better Business Bureau” name was suggested by Arthur F. Sheldon
1921 – Federal organization of local BBBs was created, headquartered in Cleveland, Ohio
1928 – BBB goes international and opens an office in Montreal, Quebec
1945 – New ad slogan created to warn consumers of swindlers. BBB dedicates an entire
division of the organization to protecting consumers from con-artists
1971 – Council of Better Business Bureaus adds the National Charity Review Unit and
Children’s Advertising Review Unit

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1978 – BBB Auto Line was established to resolve auto manufacturer warranty disputes
1989 – BBB expands its Arbitration Program to resolve disputes between businesses
and their customers
1991 – BBB Web Privacy Programs launched
1994 – BBB launches its national website
2000 – Code of Online Business Practices created
2004 – Creation of BBB Military Line
2007 – BBB brand gets a facelift and launches a new BBB logo
2011 – BBB App for iPhones and Androids released
2013 – Expulsion of Los Angeles BBB for failure to uphold BBB Standards of Trust
BBB Serving Western Michigan
Staff (Full-Time)
Phil Catlett
President & CEO
Barbara Krzemien
Director, Administrative Services
Terry Glenn
Director, Operations
Melissa Brewer
Director, Digital Media & Charity Review
Adam Offenbecker
MIS/IT Systems Analyst
Sheila Balczak
Records Administrator
Kathryn Crawford
Director, Business Relations & Volunteer/Intern Coordinator
Amy Kridler
Dispute Resolution Specialist

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Ron Cammel
Advertising Review Specialist
Daniel Mack
Advertising Review Specialist
Jose Carranco
Business Relations Representative
Diane Griffin
Business Relations Representative
Randy Scales
Business Relations Representative
Local BBB Board of Directors
Executive Committee
Larry Andrus (Trivalent Group)
Kathy Crosby (Goodwill Industries)
Scott Hill (Varnum LLP)
Steve McCarthy (West Michigan Whitecaps)
Ron Wierenga (Plante & Moran PLLC)
Board Members
Bill Boss (Fifth Third Bank)
Dale Bramer (Erhardt Construction)
Randy Brink (Kent Companies)
Darrell Burke (Darrell Burke Construction)
Meggan George (Forest Hills Fine Arts Center)
Tom Hanley (Wondergem Consulting)
Vonnie Herrera (GVSU)
Beth Hinshaw Hall (Van Andel Institute)
Rhonda Huismann (Crowe Horwath LLP)
Bob Karel (CQL)

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Justin Karl (Mercantile Bank)
Rob Keller (Keller Ford-Kia)
Marcie Lewis (Ronald McDonald House)
Terry Reese (DK Security)
Gary VanderVen (Amway Corporation)
Laurie Walter (Whirlpool Corporation)
James Peterson – BBB Counsel (Miller, Johnson, Snell, & Cummiskey)
Educational Foundation Board Members
Quincy Williams (GVSU)
Marcie Lewis (Ronald McDonald House)
Dale Rietberg (Varnum LLP)
Brian Jackson (Cornerstone University)
Office Hours
Monday: 8:00 am – 12:00 pm & 1:00 pm – 4:30 pm
Tuesday: 8:00 am – 12:00 pm & 1:00 pm – 4:30 pm
Wednesday: 8:00 am – 12:00 pm & 1:00 pm – 4:30 pm
Thursday: 8:00 am – 12:00 pm & 1:00 pm – 4:30 pm
Friday: 8:00 am – 12:00 pm & 12:30 pm – 3:30 pm
Public Phone Lines
Monday-Thursday: 9 am – 12 pm, 1 pm – 4 pm
Friday: 9 am – 12 pm, 12:30 pm – 3:30 pm
Contact Information
2627 East Beltline Ave. SE Suite 320

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Grand Rapids, MI 49546
616.774.8236 (Grand Rapids area)
800.684.3222 (Toll Free)
616.774.2014 (Fax)
http://www.bbb.org/western-michigan/
Volunteer/Intern Program
Program Statement
The volunteer/intern program engages members of our community who have diverse backgrounds and
skills to further the Better Business Bureau’s vision of an ethical marketplace where buyers and sellers
can trust each other. Volunteers/interns provide invaluable support to the staff in almost all areas of
BBB programs including advertising review, charity review, office support, marketing, and social media.
The dedication, talent, passion, and energy volunteers/interns provide are intangible and essential
elements of the Better Business Bureau Serving Western Michigan’s success.
Becoming a Volunteer: Interview, Orientation, & Training
Interview
If an applicant is interested in pursuing a volunteer opportunity at BBB, an application is submitted and
an interview is conducted to assess the applicant’s interests and skills, answer any further questions, and
determine which position, if any, is the best fit for the applicant.
Orientation
All volunteers and interns are required to complete an orientation program before beginning to
volunteer with our BBB. This orientation process includes a BBB University online learning program that
explains more about BBB, and individual meetings with each BBB staff member to learn their role at
BBB and provide additional information about BBB policies and procedures. The goal of the orientation
is to provide each volunteer/ intern with a broad overview of BBB organization as a whole, as well as a
general familiarity of BBB programs and services provided in our West Michigan community.
Training

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After completing the interview and orientation processes, the volunteer/intern will meet with his/her
supervisor to receive further training in his/her new position. When the volunteer/intern’s supervisor
feels he/she is ready, they may begin to work independently.
Volunteer/Intern Policies
Attendance
Dependability is one of the most significant characteristics of a good volunteer/intern. Each
volunteer/intern is given the flexibility of setting his/her own schedule with their direct supervisor. It is
important to arrive on time and be ready to work.
It is also the responsibility of the volunteer/intern to inform his/her supervisor if he/she is going to be
late or absent with as much notification as possible. For unplanned absences, please notify your
supervisor a minimum of one hour prior to the start of your scheduled shift.
Confidentiality
The Better Business Bureau requires that strict confidentiality be maintained with respect to all
information obtained by volunteers/interns concerning the organization, as well as the Accredited
Businesses and others they serve.
The volunteer/intern should not disclose any information obtained in the course of his/her volunteer
placement to any third parties without prior written consent from BBB.
A Volunteer/Intern Confidentiality Agreement will be provided upon beginning volunteer/intern service.
This signed agreement will be kept on file.
Dress Code
In the eyes of most people, an organization is only as professional as those who represent it. Because of
this, it is essential that the personal appearance, cleanliness, and dress of BBB volunteers/interns
contribute to that good first impression. Volunteers/interns are expected to dress professionally in
business casual attire on every day except Fridays. Casual dress, such as jeans, is permitted on Fridays,
but please, no tank tops, shorts, or halter tops, etc. If any questions are to arise, the President/CEO
shall be the judge of whether or not a volunteer/intern meets acceptable appearance standards.
Harassment

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The Better Business Bureau serving Western Michigan is committed to maintaining an environment free
of unlawful harassment. Any volunteer/intern violating this policy will be subject to disciplinary action
up to and including discharge.
Harassment of any person, including volunteers, interns, clients, staff, and visitors, based on any
personal characteristic covered by applicable civil rights law are prohibited. For example, racial slurs,
“jokes,” or other conduct or statements that demean a person or create a hostile work environment
based on such characteristics are strictly prohibited.
Sexual harassment is also strictly prohibited, including unwelcome sexual advances, requests for sexual
favors, and other verbal, visual, or physical conduct of a sexual nature that is unwelcome, intimidating,
perceived as a condition of continued volunteer/intern service, or creates a hostile working environment.
Volunteers/interns who believe that they are being harassed should immediately make their concerns
known to their direct supervisor, the Volunteer Coordinator, or the President/CEO.
Parking
Volunteers/interns are asked to leave spaces closest to the main entrance for customers of Bank of
America and other businesses inside the building. Please park in spaces behind the building.
Personnel Files
The Volunteer Coordinator keeps personnel records for each volunteer/intern with BBB. Information
contained includes the application, resume, orientation/training documents, evaluations, and any other
items deemed important by the Volunteer Coordinator. Files will be maintained during the
volunteer/intern’s services with BBB and for a period of a few years following separation of service for
the purpose of supplying references as requested.
Professionalism
As ambassadors of the Better Business Bureau, volunteers/interns should submit to the highest
standards of professionalism. General elements of professionalism include competence, proper dress and
language, avoiding conflicts of interest, and appropriate relations with respectful treatment of peers and
collaborators. Volunteers/interns must also obey any regulation, requirement, and recommendation of
BBB.
Social Media (excerpted from BBB Employee Social Networking Policy)

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BBB serving Western Michigan understands that some volunteers/interns participate in social
networking sites (e.g. Facebook, MySpace, Twitter, YouTube, LinkedIn) and chat rooms, and create and
maintain personal websites, including blogs. BBB respects online social networking and personal Internet
use by volunteers/interns. However, your online presence can affect BBB as your words, images, posts,
and comments can reflect upon or be attributed to BBB serving Western Michigan. As a team member,
you should be mindful to use electronic media, even on your own personal time, responsibly and
respectfully. BBB serving Western Michigan has adopted the following guidelines that volunteers/interns
must observe when participating in social networking sites and/or engaging in other forms of Internet
use on and off duty. It shall be considered a breach of acceptable team member conduct to post on any
public or private website or other forum, including but not limited to discussion lists, newsgroups,
listservs, blogs, information sharing sites, social media sites, social or business networking sites such as
LinkedIn, Facebook, or MySpace, chat rooms, telephone based group communications such as Twitter, or
any other electronic or print communication format, any of the following relating to BBB serving
Western Michigan or BBB nationally or internationally:
(1) Anything that may harm the goodwill or reputation of BBB or any disparaging information about
BBB.
(2) Any disparaging, discriminatory or harassing information concerning any customer, employee,
vendor or other person associated with BBB. BBB policies prohibiting harassment apply online as well as
offline.
(3) Any confidential information, trade secrets, or intellectual property of BBB obtained during your
employment, including information relating to finances, research, development, marketing, customers,
operational methods, plans and policies.
(4) Any private information relating a customer, employee or vendor of BBB.
(5) Posting documents, blogs, posts, etc as BBB.
This policy applies regardless of where or when volunteers/interns post or communicate information
online. It applies to posting and online activity at work, home or other location and while on duty and
off duty. BBB reserves the right to monitor and access any information or data that is created or stored
using BBB’s technology, equipment or electronic systems, including without limitation, e-mails, internet
usage, hard drives and other stored, transmitted or received information. Volunteers/interns should have
no expectation of privacy in any information or data placed on any BBB computer or computer-related
system or viewed, created, sent, received or stored on any BBB computer or computer-related system,
including, without limitation, electronic communications or internet usage.
Termination/Resignation
Volunteer/intern service is considered at-will. Volunteer/intern service may be terminated by the
Volunteer Coordinator and/or the direct supervisor of the volunteer/intern if his/her performance fails to
meet acceptable standards. Better Business Bureau reserves the right to terminate a volunteer/intern’s
association at any time for any reason. Likewise, volunteers/interns may end their association at any

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time. If you choose to end your involvement with BBB, we request that you submit a resignation, in
writing, to the Volunteer Coordinator or your direct supervisor. We also ask that you return your name
tag, work materials, and any other items assigned to you during your volunteer service.
Tracking Volunteer/Intern Hours
Volunteer/intern hours are an important measure of activity for Better Business Bureau.
Volunteers/interns are responsible for recording hours worked while at BBB office or off-site. Time
sheets will be provided by your immediate supervisor or the Volunteer Coordinator. The timesheet for
the prior month should be turned into the Volunteer Coordinator within one week after the start of the
next month. All reported hours must be verified by your direct supervisor prior to submission of your
timesheets to the Volunteer Coordinator.
Glossary of Terms
ADR Alternative Dispute Resolution
Advertising Review BBB must review local business advertising
(newspaper, magazine, TV, radio, internet) on a
routine basis to make sure that advertisers are in
compliance with BBB Code of Advertising. BBB is
required, under BBB Operation Standards, to
challenge and report potential false, misleading, and
unethical advertisements.
Arbitration If conciliation and/or mediation efforts are not
successful, arbitration may be the next step in
resolving a dispute. The parties state their views
at an arbitration hearing, offer evidence, and let an
impartial arbitrator make a decision that will end the dispute.
BBB Auto Line A national BBB dispute resolution program that
addresses complaints of automotive manufactured
defects
Binding Arbitration Indicates that both parties in the arbitration are
bound by the arbitrator’s decision
Board of Directors The governing body of the local BBB that sets local
policy that’s not in conflict with policies set by the
CBBB Board for each local BBB office
BOC Bureau Operations Committee – Made up of 1 elected
representative of each U.S. region. This is a standing

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committee of the CBBB that governs the local BBB
triennial evaluation process, monitors adherence to policy in
BBB system, and recommends new and revised policy to the
CBBB board.
BSD Business Start Date
CBBB Council of Better Business Bureaus; formed in 1971,
CBBB provides many national programs and
services to local BBBs, businesses, and consumers. BBB
name and logo is federally registered and licensed for use
by the CBBB.
Conditionally Binding The company is bound by the arbitrator’s decision Arbitration
only after the consumer accepts the decision. In non-
binding arbitration, the consumer is free to file legal
action if he/she is not satisfied with the decision.
Custom Text Information written into the record on a single
company that is not standard language and provides
other specific information on the company, its
management, its operations, and/or its complaint
experience with BBB
DBA Doing Business As
DR Dispute Resolution
Entity The structure of a business enterprise, an organization, or institution
that is set up for legal and tax purposes (incorporated, sole
proprietorship, LLC, etc).
Field A single piece of information within the data record
File A record of all information about a company (profile,
information, complaints, etc)
HQ “Headquarters” – the location indicated by the
corporation that has oversight of its various
operations
Inquiry A public query about a company in BBB’s files
obtained from BBB’s website, voice response
system, letter/fax, or from a BBB employee
Intranet Website for BBB’s which contains reference
materials and internal BBB system communications

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IT Information Technology
IVR Interactive Voice Response system for telephone
users to obtain information and company reports from
the local BBB; also known as VRS (Voice Response System)
License A permit usually issued by the state, Canadian
province, county, or municipality where a company is
located regarding competence or professional
certification in their particular field
Matrix Reporting from BBB’s database the number of
closed complaints, the type of complaint, and how
they are closed in BBB files
Mediation A step in dispute resolution. In mediation, a
professionally trained mediator clarifies and reframes
problems and helps the two sides talk with each other
and discuss solutions to obtain a formal settlement
agreement acceptable to both parties. Mediators may be third-
party professionals or trained BBB staff.
Membership Identification Also known as MIP; adopted by the CBBB Board, a Program
program for local BBBs that opts to allow its members to
advertise within BBB’s service area
Name & Logo Reference to the Federally registered trademarks of
BBB (Better Business Bureau name; torch logo)
Negative Option A process of gaining approval by notifying parties to
an agreement to change or remain status quo to a
condition if one or more of the parties does not
object
Operations Manual BBB manual outlining procedures used by BBBs in
management, financial, marketing, communications,
and overall process for running a local BBB office
Pattern of Complaints Several complaints that involve the same serious
allegations usually within 12 months which are
significant in relation to the company’s size and volume
of business. BBBs must watch for patterns in both Accredited
and Non-Accredited Businesses, which would result in
“unsatisfactory” file condition if present.

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Policy Manual BBB manual of current policies adopted by BBB
system by which each BBB is required to follow
Pre-Commitment Part of BBB’s dispute resolution program where a
company (usually a member), commits to binding/
conditional binding arbitration or IDS when a
complaint remains in dispute
Province Administrative and judicial geographic regions in
Canada, similar to states in the United States
Puffery An exaggerated commendation especially for
promotional purposes or hype, promotional publicity
of an extravagant or contrived kind. Ex: best, most
Qualified Privilege A legal term meaning that a BBB will not be liable for
defamation or other harm by reporting incorrectly
about a business that deals with the public, unless it can be
shown that BBB knew what it was reporting was false or
acted in reckless disregard of the truth
Record A single file within a set of data on the computer
Report A summary of activity reflected in a company’s BBB
file that is provided to the public. Reports include
basic business background, complaint activity,
government actions, and other details in accordance with
BBB Reporting Standards
Report Date Date on which a company’s BBB report was created
or updated
Revocation The official act of the local BBB Board to terminate or
expel a BBB Accredited Business, based on the
failure to uphold BBB Accreditation
standards. A local BBB’s bylaws must address
revocation and appeal procedures.
Standard Business Sent to companies to obtain or update Questionnaire (SBQ)
information about their business
Suspension Refers to a decision to put a company’s BBB
Accreditation on hold for its failure to abide by
Accreditation standards. Suspension occurs prior to
revocation by BBB’s Board. A local BBB’s bylaws must
outline the suspension and revocation process.

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System Wide Membership A type of BBB Accreditation for companies operating
in at least 25 BBB markets or with 25 or more
company-owned locations that cross BBB service
areas
TOB Code Type of Business – A numerical coding and brief
description of the industry in which the company
operates. TOBs are the basis for which annual inquiry
and complaint statistics are gathered and published each
year.
Traffic file Company records that have not met BBB thresholds
for development of a full BBB report
Update File All company reports are updated at least every three years, which is
the standardized reporting time period. A BBB Business Review may
be “under review” for one or more of the following reasons: additional
information is being added to the file, outdated information is being
removed from the file, BBB is waiting for documents to substantiate
information in the report, or a routine review of the file is in process.
When a file is being updated, it goes into an “update mode” whereby
only the company name, address, and phone number(s) is available to
the public. Reasons why the report is being updated are not included
in the report during this time.
VRS A telephone “Automated Voice Response System”
that provides callers with programmed information
from BBB’s database. Also referred to as IVR
(Interactive Voice Response)

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Volunteer/Intern Handbook Acknowledgement
As a Better Business Bureau volunteer/intern, I agree to:
 Represent the Better Business Bureau Serving Western Michigan with professionalism,
dignity, and pride
 Respect and follow BBB policies and procedures to the best of my ability and to
familiarize myself with any recent changes in BBB policies and procedures
 Follow through and complete accepted tasks in a timely and efficient manner
 Attend applicable volunteer/intern trainings and meetings
 Treat staff and fellow volunteers/interns with courtesy and respect and to work
cooperatively as a team member with staff and other volunteers
 Arrive promptly for my scheduled shifts and make arrangements in the event of a
planned absence. In the event that my absence is not planned, I will call or email my
supervisor to notify them of my absence no less than one hour prior to the start of my
shift
 Assist in the maintenance of accurate volunteer program records by documenting all
completed volunteer/internship service hours
 Maintain the confidentiality of all proprietary or privileged information involving staff,
volunteers, and overall BBB business
 Adhere to the Social Media Policy as set forth by BBB serving Western Michigan
 Adhere to the Computer Use Policy as set forth by BBB serving Western Michigan
Name __________________________________ Date __________
Supervisor ______________________________________Date_____________