Featured Work Sample
Community Safety & Inclusion Framework
Procedures for DragonCon Volunteer Operations
Overview
What this framework demonstrates
This framework describes the community safety and inclusion procedures I developed for DragonCon volunteer operations, a multi-day convention, and have used there for the last two years. It reflects policy translation, volunteer guidance, accessibility accommodations, and crisis-response protocols, which transfer to nonprofit community operations, inclusive program management, and stakeholder engagement roles.
Scope note: This page describes procedures and design intent. It does not report incident counts, training completion rates, or outcomes, and it does not claim rollout beyond DragonCon. Consequences and enforcement rest with Paizo Organized Play and convention leadership.
Framework Components
Policy Architecture
- Alignment with organizational non-discrimination standards
- Clear escalation procedures
- Escalation to organization and convention authorities for consequences
- Documentation requirements
- Alignment with organization and convention policies
Accessibility & Accommodations
- Universal design principles
- Invisible disability awareness
- Flexible accommodation processes
- Physical space considerations
- Communication accessibility
Volunteer Guidance
- Trauma-informed response protocols
- De-escalation techniques
- Safe harbor procedures
- Personal safety boundaries
- Authority escalation paths
Crisis Intervention Systems
- Immediate response protocols
- Safety escort procedures
- Team-based intervention
- External authority coordination
- Post-incident support
Core Philosophy: Safety as Foundation
“If anyone feels unsafe in our space, we have failed.” This principle drives every aspect of the framework — from policy design through volunteer training to real-time crisis response. Creating genuinely inclusive environments requires proactive safety systems, not reactive responses.
Policy Development: From Principle to Practice
Organizational Code of Conduct Integration
Working within an established organizational code of conduct, I developed operational procedures that translate high-level policy into actionable volunteer protocols. The framework addresses:
- Protected Categories: Procedures aligned with the organization’s non-discrimination standards, including gender identity, expression, disability status, and legally protected categories
- Behavioral Standards: Clear definitions of inappropriate conduct including harassment, discrimination, and unwelcome behavior
- Reporting Mechanisms: Multiple pathways for stakeholders to report concerns, with information shared only as needed with leadership, venue security, or authorities
- Consequences: Enforcement decisions, including any bans and appeals, rest with Paizo Organized Play and convention leadership, not with volunteers
Translating Policy to Operations
The critical challenge was creating volunteer-facing procedures that operationalize policy without requiring legal expertise. Key elements include:
- Wrote volunteer guidance explaining policy expectations in plain language
- Created escalation flowcharts showing when volunteers respond vs. when to involve leadership
- Established documentation templates for incident reporting
- Built stakeholder communication scripts for various scenarios
Accessibility Framework: Inclusive Design
Universal Accessibility Principles
The framework implements a “default to yes” accommodation philosophy, recognizing that many disabilities are invisible and stakeholders should not be required to disclose medical information.
Physical Accommodations
- Flexible seating arrangements
- Movement/standing options
- Proximity to exits for medical needs
- Wheelchair accessibility verification
- Quiet space availability
Communication Support
- Clear, facing speech for hearing support
- Written summaries of complex information
- Extra processing time for decisions
- Concrete language preferences
- Visual aids and handouts
Sensory Considerations
- Noise level management
- Lighting flexibility
- Scent-free environment requests
- Fidget tools permission
- Comfort objects at stations
Cognitive & Mental Health
- Timing flexibility for responses
- Break accommodations
- Anxiety management support
- Processing time allowances
- Reduced multitasking environments
Key Guidance: Volunteers are directed to believe stakeholders when accommodations are requested and to collaborate on solutions rather than questioning need or requiring documentation.
Crisis Response: Safe Harbor Protocol
Immediate Sanctuary Framework
When stakeholders approach volunteers seeking safety or reporting harassment, the protocol prioritizes immediate protection over investigation. This trauma-informed approach recognizes that feeling unsafe is itself an emergency requiring immediate response.
Multi-Tiered Response System
Level 1: Immediate Sanctuary (Any Volunteer)
- No questions asked: Provide immediate physical safety and emotional support
- Validate concern: “Your fear is valid. We’re here to help.”
- Offer practical assistance: Safe space, water, contact with leadership
- Do not investigate: Initial volunteer role is support, not fact-finding
Level 2: Safety Escort (Team Response)
- Multi-person escort: Minimum 2-3 volunteers for visible safety presence
- Safety through numbers: Visible escort discourages confrontation
- No physical intervention: Volunteers never engage physically — presence only
- Destination flexibility: Bathroom, exits, security, other venue locations
Level 3: Leadership Escalation (Formal Response)
- Incident documentation: Formal reporting begins at leadership level
- Venue security coordination: External authority involvement as needed
- Follow-up support: Check-ins with affected stakeholder
- Referral for enforcement: Consequences are decided by organization and convention authorities
Volunteer Protection Standards
Critical Guidance: The guidance states that volunteers are never expected to physically intervene, confront aggressors, or put themselves at risk. The framework emphasizes:
- Safety through visible presence, not confrontation
- Immediate escalation to leadership and security for any physical threats
- Right to decline participation if personal safety is compromised
- Team-based response over individual heroics
Real-World Application: Welcoming a New Volunteer (Anonymized)
This is a real interaction from the lead-up to a recent DragonCon. Names, dates, and identifying details have been removed or changed to protect the person’s privacy.
A first-time volunteer messaged me before the convention to ask how accepting the group was and whether they would be safe attending and presenting the way they wanted to.
- Immediate validation: I told them plainly that anyone who is not accepting would answer to me, so they did not have to wonder where leadership stood
- Concrete evidence: I pointed to the diversity already present in the organization’s leadership
- Proactive safety measures: I mentioned that the team had discussed escorts to restrooms and told them to come to me if anyone gave them trouble
- Affirming action: I asked what name they preferred and put that name on the schedule
- Reassurance on support: I told them the team had their back and thanked them for volunteering
It shows the framework’s pre-event side: setting expectations and offering support before anyone needs to ask for help. I am not reporting an outcome for this person.
Illustrative Example — How the Levels Work
This example was written for this page to show how the response levels fit together. It does not describe a specific participant or incident.
A participant tells a volunteer they feel unsafe near a particular table.
- Level 1: The volunteer offers immediate support and a safe space without asking the participant to prove anything, and contacts leadership
- Level 2: Two or three volunteers accompany the participant to wherever they want to go, relying on visible presence, never physical intervention
- Level 3: Leadership documents the report, coordinates with venue security as needed, and follows up with the participant; enforcement is referred to the organization and convention
Volunteer Guidance & Capacity Building
Guidance Design
The written guidance translates inclusion concepts into actionable volunteer protocols. The design includes:
- Pre-Event Documentation: Written guides intended for distribution 2–4 weeks before events
- Scenario-Based Learning: Realistic examples showing appropriate responses
- Escalation Flowcharts: Visual decision trees for various situations
- Language Guidelines: Scripts for common scenarios to reduce volunteer anxiety
- Q&A Sessions: Opportunities for volunteers to ask clarifying questions
Sustainability & Institutional Knowledge
A critical challenge in volunteer operations is maintaining consistent standards as team members change. The framework is designed to be sustained through:
- Documented procedures for volunteer roles
- Mentoring of newcomers by experienced volunteers
- Post-event debriefs to capture lessons learned
- Updates based on volunteer feedback
- Succession planning for framework ownership
Key Competencies Demonstrated
Transferability to Professional Environments
Elements of this framework translate to other contexts:
Nonprofit Community Operations
- Youth programs requiring safety protocols
- Homeless services with trauma-informed engagement
- Community centers serving diverse populations
- Arts organizations with accessible programming
Corporate Operations
- Employee resource group support
- Corporate event accessibility planning
- Volunteer program coordination
- Community engagement and stakeholder relations
Educational & Public Sector
- Campus safety coordination
- Public program accessibility compliance
- Student affairs and inclusive programming
- Crisis response and intervention services
Status & Limits
- Implemented in DragonCon volunteer operations and in use there for the last two years
- Designed to be adaptable to other events and regions; broader rollout is not claimed
- Operates within Paizo Organized Play’s code of conduct and convention rules; volunteers do not have enforcement authority
- Incident counts, training completion rates, and stakeholder feedback are not reported on this page
Interested in discussing how this framework could apply to your organization?
Contact G. Joel Hager