Table of Contents

1. 1 About This Guide
   1. 1.1 How to Use This Guide
   2. 1.2 Who the Guide is For
   3. 1.3 Service Quality Management Approach
   4. 1.4 If You are Funded by the Ministry of Education and Training (MET)
   5. 1.5 Defining Policies and Procedures
   6. 1.6 Important Considerations
   7. 1.7 More to Come in Phase Two
   8. 1.8 Special Issues for Literacy
   9. 1.9 Planning Your Approach
   10. 1.10 Appendices for Section One
2. 2 Organizational Policies
   1. 2.1 Articles of Incorporation
   2. 2.2 The Constitution and By-laws
   3. 2.3 Mission Statement
   4. 2.4 Beliefs and Values
   5. 2.5 Planning
   6. 2.6 Operating Structure
   7. 2.7 Policies about Policies
   8. 2.8 Appendices for Section Two
3. 3 Administrative Policies
   1. 3.1 Policy-Making for the Administration of Your Agency
   2. 3.2 Policies That Apply to Board Members
   3. 3.3 Policies that Apply to Volunteers
   4. 3.4 Policies That Apply to Staff
   5. 3.5 Other Administrative Policies
   6. 3.6 Appendices for Section Three
4. 4 Operational Policies: Human Resources
   1. 4.1 Position Descriptions
   2. 4.2 Personnel Policies
   3. 4.3 Contracts
   4. 4.4 Salary Grid
   5. 4.5 Appendices for Section Four
5. 5 Operational Policies: Financial Management
   1. 5.1 Policies for Financial Management
6. Supporting Documents
   1. SD.1 Bibliography
   2. SD.2 Additional Bibliographic Notes
   3. SD.3 Where to Turn for Further Support
   4. SD.4 Operational Policies and Procedures Manual for Community Literacy of Ontario