What a NOLS Risk Review Really Looks Like: A Case Study with NatureBridge
In the same year as NOLS’ 60th anniversary, we are celebrating 20 years since the formation of NOLS Risk Services. For 60 years, NOLS has operated in remote locations all over the world, and in 2005, NOLS Risk Services was formed to share what NOLS has learned about operational risk management in the process.
NOLS Risk Services offers both the Risk Management Training for Administrators course — a 16-hour course training administrators from other organizations in operational risk management — and risk management consulting, primarily in the form of risk management reviews.
We recently talked with NatureBridge Risk Management Director Jeff Crow about the value of risk management reviews with NOLS. This past year, NOLS returned to NatureBridge’s Yosemite and Olympic campuses for external reviews, having worked with NatureBridge since 2006. Below, we explain the review process with reflections from Jeff along the way.
The Process
The risk management review process with NOLS consists of five steps:
- Design and scope
- Document review
- Site visit/ program observation
- Final Report
- Post-report consultation
These steps help NOLS get to know an organization and hone in on what is most needed for their programs.
Design and Scope
Motivation for the review can come from organizational leadership, a board, or a board-based risk management committee. Sometimes organizations come to NOLS in response to an incident. Organizations often just want an external perspective on their risk management systems.
A review starts with a comprehensive conversation between a staff member (for example, a program or risk management director) and the NOLS Risk Services team. NOLS Risk Services works closely with the organization to design the scope of the review based on organizational needs and informed by the NOLS risk management framework.
For NatureBridge, the board Risk Management Committee supports external audits, and Jeff leads the process at the program level. Jeff says, “It can feel daunting to try to do a review… The ease with which NOLS comes in and does things is a real plus. It doesn’t feel daunting or a huge lift by any one person.”
Document Review and Site Visit
Once the scope is determined, NOLS reviews organizational documents related to the scope to prepare for the site visit. Examples of these include participant agreement forms, staff handbooks, or an emergency response plan. Reviewing documents before the site visit allows NOLS to get to know the organization. It helps us formulate questions for the site visit and understand organizational systems.
The site visit is the most exciting part of a review. It’s great to finally meet people in person, talk to a variety of staff, and see where the program is located. Site visits consist of interviews and optional program observation.
In recent reviews for NatureBridge Yosemite and Olympic locations, two NOLS reviewers visited each campus for three days. While they were there, they interviewed a variety of staff and directly observed environmental science hikes. While ultimately the reviewers produce a report, Jeff says, “the biggest benefit to our staff is this dedicated time that they are talking about risk management. The review process gets a lot of staff talking about their feelings on risk management, and they have an outside space to discuss issues. People have [also] said it’s not intimidating.”
Who NOLS talks to depends on the goals of the review. Risk management is influenced and impacted by many parts of an organization, and it’s important to solicit a variety of perspectives.
Recommendations and Commendations
At the end of the review, the reviewers shared some initial observations, commendations and recommendations with the organization. This conversation gives the organization and NOLS an opportunity to make any needed clarifications from interviews and program observations. After the site visit, the recommendations and commendations are developed into a more detailed written report.
Jeff said that he appreciated the insights that he received in the recommendations, but also appreciated the validation of what NatureBridge is doing well. In each review, he learns what issues staff are most thinking about. The Board appreciates the external lens on the program, and the reports help staff and the Board feel confident that NatureBridge is on track with its systems. NatureBridge also supplies the reports to their insurance carriers, which is considered a postive in a tough insurance landscape for outdoor providers.
The NOLS Risk Services Program Manager and the NOLS Risk Management Director review every report before it’s sent to the organization. When organizations hire NOLS for a risk management review, they hire a team, even if just one reviewer is needed for the site visit.
Post Review
Each organization has its own method for reviewing and implementing changes from the review. While the report brings attention to what changes might be needed, it doesn’t tell the organization how to make those changes. This is an important distinction. A risk management review can only give NOLS a snapshot of a program. While this is effective for identifying areas of growth, making decisions on how changes are implemented is best left to the people who know the program best.
After a NatureBridge review, Jeff puts all the recommendations and suggestions into a spreadsheet. He then works with his team to determine who is responsible for what item, determines a target due date and urgency level, and then tracks when items are completed.
This year, most of the recommendations led to changes in their risk management manual and hiring practices. Other reviews might lead to recommendations in areas like crisis management or emergency response; administrative processes like medical review or participant agreements; transportation; or field practices.
Jeff commented, “The reports are always so straightforward and clear. We can follow up by asking…questions, and the follow-up is a great opportunity to understand how to implement the recommendations.”
Every review comes with four hours of post-report consultation. These hours can be used to understand certain aspects of the report, discuss a certain recommendation in more detail, or brainstorm an implementation strategy.
Why NOLS?
Jeff said, “NOLS is one of the more obvious choices. [NOLS] has an established program. What we get from [NOLS] is the highest quality in terms of the people [NOLS] sends and the information that NOLS provide[s]. There are no surprises. I like the way that it is set up.” He also added, “it’s really not that expensive. For the amount of money we put into it, we get a lot of bang for the buck.”
Interested in learning more about a risk management review for your organization? Email NOLS Risk Services at [email protected].
NatureBridge (NB) does risk reviews regularly for each campus and has been doing risk reviews with NOLS since 2006. They operate campuses in Yosemite NP in California, Olympic NP in Washington, Golden Gate National Recreation Area in California, and Prince William Forest Park in Virginia. They conduct multi-night environmental science programs for school groups around the country. https://naturebridge.org/
Topics: Leadership Skills, NOLS
