TrustWorks 605 E. Hancock Street Appleton, WI 54911 (920) 487-4314 [email protected]

Member Handbook

Welcome to TrustWorks. We look forward to you becoming an active member in this sharing community. In this guide is information about how to get started and tips to help you have the most rewarding experience.

An hour given is an hour received, regardless of the service. Feel free to redeem your time credits as you earn them, go into the negative if needed, bank your time for larger projects, or gift your time to others in the community.

If you have questions, please email [email protected].

Getting started

Access your online account by going to https://hourworld.org/bank/ and enter the email address you used in your online application and your password. If you forget your password, just click, “Forgot your password?” and a new one will be emailed to you. To reset your password at any time, visit the My Account page after you have logged into your account.

Be sure to click the Member Help Guide link on the Member Login page for information about practically everything having to do with your account and member exchange — all nicely organized and easy-to-use.

Help

At the bottom of every page on the exchange website is a link to contact your coordinator. Click that link to request help with anything about the exchange. New Member Mentors are available to anyone who would like personal assistance joining or using the exchange. For members who don’t have regular Internet access or need other computer-related support, E-buddies can help. New Member Mentors and E-buddies are TrustWorks member leaders who earn time credits helping other members. The hours earned by New Member Mentors and E-buddies are paid for by the time bank as a service to our members. After you become familiar with how TrustWorks operates, we hope you’ll consider becoming a member leader. Ask your coordinator for more information.

To ask questions or send suggestions, please email [email protected]. Test the water or dive in?

The beauty of TrustWorks is that members can use it in whatever way works best for them: All exchanges stimulate the flow of social capital. We recommend investing three hours a month for two reasons: first, it’s easy to describe as an hour giving help, an hour getting help, and an hour to post, respond to and log exchanges (a.k.a., short enough to be doable by the majority of people); secondly, regular participation is the surest way to adopt the habits of a collaborative community.

Making those initial ice-breaker exchanges may be challenging, but as many of our founding members can attest, it’s only weird for a minute — and after that minute, being part of a sharing community is as natural as a sunrise.

Whether you’re here to get some projects off your to-do list or rally the people and change the world, we welcome your participation and value your feedback.

Five Core Values

The first time bank was started by a group of women in Saint Louis at Grace Hill Settlement. They coined the four original core values — equality, redefining work, assets and reciprocity. Dr. Edgar Cahn, who coined the phrases Timebank and Time Dollar, added the fifth — respect.

Equality: Everyone has something to contribute, everyone has value, and everyone’s time is equal.

Redefining Work: Our notion of work must be expanded beyond employment, and redefined to include everything it takes to sustain families, neighborhoods and communities; to foster citizen leadership, to help democracy work; and to advance social justice. The real economy is people, and the real work people do needs to be honored. We value the work it takes to make healthy children, a healthy community, and a sustainable future. Collaborative, meaningful work is joyful, and we should spend all the time we can doing what we love.

Assets: Together, people have all the knowledge and all the resources. The key is bringing people together, so everyone can maximize what they’re able to do. Many have talents they don’t even realize, skills they may take for granted. We empower people to start where they are, to combine and grow their skills and abilities, to stop worrying about limitations, and to imagine the possibilities of what we can accomplish together.

Reciprocity: Helping works best as a two-way street. “How can I help you?” needs to become, “How can we help each other build the world we both want to live in?” It is a gift to be able to help someone, and we should not rob others of giving that gift by saying there is nothing anyone can do for us. There is no shame in asking for help, for when we come together with like purpose, the sum becomes greater than the whole.

Respect: Everyone matters. We must respect where people are in the moment, not where we think they should be or hope they will be at some future point. Through reciprocity, we respect each other and ourselves. No one is above another, and no one is a burden. We are all givers and receivers, teachers and students.

Courtesy and Safety

Please be mindful of our core values, treat each other with respect, be courteous, and be safe while you work and build connections with other members.

TrustWorks does not do any background checks on members. If desired, background checks are the responsibility of the member. As an organization, TrustWorks does not conduct background checks for several reasons: they provide only a snapshot in time; they do not include information about rehabilitative efforts; and to conduct them at a level beyond what anyone can do for themselves would be cost prohibitive.

Your time exchange is about getting to know others in your community. Like all relationships, building them slowly can be a good idea. Meet the first time (or more) in a public place. If someone new is coming to your home, ask a friend or family member to be there with you. Predators are not known to seek victims in communities that are well connected but common-sense practices are still recommended.

It is important to make sure your account is updated, your contact information is accurate, and you are able and willing to provide the services you have listed. If you offer services that are not always available (i.e., seasonal), please add when it’s available in your service description. If for some reason you are unable to offer a service you have listed, please remove it from your profile. You can always add it back later.

We ask that members respond to contacts within 48 hours. If you have tried to contact someone twice and they have not responded within a week, please let your coordinator know. We will attempt to contact the member and, if needed, make the account inactive.

Please be on time for all exchanges. If you cannot keep an appointment, please give the person you agreed to meet a 24-hour cancellation notice if possible.

When calling members, phone within reasonable hours, i.e. between 9 a.m. and 8 p.m., unless you’ve discussed earlier or later contact with a member. You may wish to add to your service description the best times for members to contact you.

If you are going on a long trip or won’t be participating in the exchange for six months or more, please email your coordinator, so we can make your account inactive. Your account can be made active again at any time, and you will keep any hours you earned.

Happy Exchanging!

Communication is the key to happy exchanges. In the process of setting up the exchange, both parties should communicate their expectations clearly, i.e: You’re baking 3 doz. cupcakes for me. I’ll supply the ingredients by an agreed-upon time. You make them in your kitchen by next Tues. And I’ll pick them up at noon. Estimated time earned: 2 hours.

If a member is traveling a far distance, he or she can earn time credits for travel time. If it takes time to prep or clean up after providing a service, a member may earn credits for this time. Please work these details out as best you can before the exchange is made. If a job takes tools or supplies, be clear about who will provide them. If the provider incurs direct expenses (i.e., gas for transportation or a lawn mower), discuss how those costs will be covered in advance. TrustWorks is not a barter network or a business platform, and takes no responsibility for money exchanges between members.

If you’re responding to a request that does not include a time estimate, it is okay to ask for one. You are allowed to go in debt with a negative balance of hours; however we recommend that you do not go more than 10 hours in debt before you start earning time back. There are times when people need help but, due to injury, for example, are unable to provide a service. If you find yourself in this position, please contact your coordinator. We want people to be able to get what they need when they need it. TrustWorks has a social capital fund that has time donated to it and can help support members most in need or in times of crisis.

If you observe anything that could be interpreted as illegal, please notify the police immediately, and then notify a coordinator when you can. If there is an accident, please notify the appropriate authorities (ambulance, fire, etc.) and then notify a coordinator when you can. Always remember safety first and to err on the side of caution. No TrustWorks member may possess, distribute, sell, or be under the influence of alcohol or illegal drugs during time exchanges. The legal use of prescription drugs is permitted during exchanges only when doing so does not impair the members’ ability to provide or receive services safely and effectively. Inappropriate conduct may result in your account being made inactive and forfeiture of all hours earned.

Elements of good faith, goodwill, cooperation, sharing, luck and timing affect all exchanges. Respect for another's best efforts and a "doing your best" attitude are part of what makes exchanges work.

DISPUTE PROCESS

Step 1. Express your concerns to the member you exchanged services with. Step 2. Items to discuss/consider in handling a dispute should include the following:

● What was the content of the discussion(s) leading up to the exchange? Were expectations made clear? Were those expectations met? Why or why not? ● Did you and the other member communicate your needs, wants, and preferences related to the exchange and the exchange environment? For example, allergies to smoke, perfumes, animals, etc.; challenges/barriers within exchange, condition of car being used to transport, etc. ● Did you discuss who will provide those materials, the cost of materials, the use of equipment not provided by person requesting service, use of equipment and hours related to equipment use? Sometimes, members want their travel time to be included in the service exchange. Sometimes, materials will be needed for an exchange such as cooking or yard work. ● Prior to the exchange, did you get references or endorsements from other members? Did you take standard safety precautions related to working with an unknown person? Did the member accurately represent their skills, services and abilities and perform them in a safe manner? If a license is required (electrician, plumber, doctor) did you ask to see their license? You can also search licenses on the state’s website at http://dsps.wi.gov/Licenses-Permits/Credentialing. ● Is the dispute based on the exchange or service itself, or is there a secondary concern? Was the member on time? Was there a personality conflict? ● Was the member under the influence of drugs/alcohol or present as impaired in a way that was a safety concern? If safety and efficacy are a concern this may be grounds for termination of membership. ● Is there a question around the member’s code of conduct? Was it malicious or unintended? This could impact how coordinators address the member. As a TrustWorks member, you have the right not to be discriminated against on the basis of age, gender, race, ethnicity, religion, sexual orientation, or disability. Remember, members can be dismissed for unacceptable conduct. Any serious concerns should be brought to your coordinator. ● Disputes are handled on an individual basis. Administration takes into consideration the following areas:

o Length of membership o History of exchanges o Previous disputes (if any are on record) o Seriousness/severity of complaint o Other concerns (determined by the situation)

The administrative staff works to preserve individual members’ rights while also considering the impact on the general membership. TrustWorks is a service exchange program whose members do the best they can with the skills that they have. File a formal dispute to be addressed by the administrative staff from the email notification you receive when the service is recorded. Look for the “Initiate a Dispute” link at the bottom of the email.

POLICIES Professional Licensing

TrustWorks does not verify, guarantee or take legal responsibility that anyone is able to perform a service they offer. It is up to members to verify, ask for, and check references. Do not invite anyone into your home, your vehicle, or around your children, nor enter anyone else’s home or vehicle if you do not feel completely comfortable. It is your responsibility to verify someone’s license and insurance and decide if you are comfortable with the person’s ability to provide a service.

Participation of Minors

Individuals under the age of 18 may apply for TrustWorks membership with consent of a parent or legal guardian and with adult supervision. It is the parent’s/guardian's responsibility to be present or have an agreement with another adult to serve as supervisor for an exchange. TrustWorks adheres to federal and state guidelines governing minors. The software supports a “Guardian Angel” function that allows a parent or guardian to follow the posts and communications initiated by those under their care.

Recording Hours

The provider of a service is responsible for recording the exchange in the hOurworld software.

Time Increments

Time can be exchanged in half hour increments. Any exchange taking from 1-30 minutes equals a half hour of time. Any exchange taking from 31-60 minutes equals an hour of time.

Insurance

TrustWorks carries accidental injury and liability insurance through Volunteer Insurance Services/CIMA that provides coverage to members engaged in services with other TrustWorks members. This coverage is secondary to the member's own injury and liability insurance.

If you are providing rides, you are expected to have auto insurance. If you are requesting a ride, please double check with the provider that they do have auto insurance.

Legal Statement

As a member of TrustWorks you agree to participate at your own risk and hold TrustWorks harmless. TrustWorks does not guarantee or warrantee the fitness, safety, or quality of work for any of its members. As a member of TrustWorks you assume the risk of injury, harm, or damage in connection with providing or receiving service through TrustWorks. As a member of TrustWorks you are agreeing to hold TrustWorks harmless from any and all liability, actions, claims, and damages of any kind, including those caused by or arising from negligence, for injury to person or property. FAQs

QUESTION: If someone does an exchange but doesn't complete the task or “fix” the problem, do they still get paid? As an example, if someone is helping with a computer problem and spends two hours working on it but ultimately doesn't fix the problem, do they still get paid for those two hours?

ANSWER: If someone makes an honest effort, they should be paid for their time. If you have questions regarding whether someone should be paid, please contact the time bank coordinator.

QUESTION: How are hours recorded for classes offered through the time bank?

ANSWER: When leading or attending a TimeBank class do not pay the teacher directly. Pay one credit per hour into your local Time Bank account. The Teacher can pay themselves one credit per hour from the same account. This is how we keep the one for one rule.