How Rise Is Run

1.1 Rise operates a centralised intake and structured service delivery model. All clients are initially screened through the intake process, which is managed jointly by the Founder in her capacity as Intake Authority, the Head of Counselling for counselling pathway assignment, and the Head of Intake for operational processing. Together they determine the appropriate service pathway, being legal support, counselling support, or both, depending on the client's needs.

1.2 The organisation follows a strict confidentiality framework. Client information is compartmentalised on a need-to-know basis and is not shared internally beyond the point of assignment. Once a client has been assigned to a service pathway, legal practitioners and counsellors operate independently within their respective professional and ethical frameworks. No feedback on the substance of engagements is provided to the Founder or to other volunteers, and no internal discussion of clients' matters is permitted outside of the assigned service team.

1.3 Legal support is delivered directly to clients by qualified legal practitioners and law students affiliated with Rise, within a defined scope. Advice is delivered primarily via WhatsApp communication, with email or telephonic consultations used only in exceptional circumstances. Rise does not provide legal representation, does not draft legal documents, and does not act on behalf of clients in any legal proceedings. Clients are always advised to seek independent legal representation.

1.4 Counselling support is delivered directly to clients by qualified counselling professionals and interns affiliated with Rise. Interns operate under the supervision of the Head of Counselling as part of their accredited practising hours. Sessions are conducted independently with no oversight of session content by the Founder or other volunteers, in order to preserve client confidentiality and therapeutic integrity.

1.5 All legal practitioners and counsellors affiliated with Rise are appropriately qualified in their respective fields and are responsible for adhering to their professional regulatory standards. Interns operate within the supervised practice framework required by their respective professional training programmes, under the oversight of the Head of Counselling.

1.6 Volunteers outside of the intake team play a strictly limited role. They are not involved in intake screening, post-assignment decision-making, or access to client information beyond what is necessary to deliver their assigned service.

3.1 No Attorney-Client Privilege. Interaction with Rise legal volunteers does not create attorney-client privilege. Rise volunteers provide generic legal guidance and information only. No formal attorney-client relationship is established through Rise support services. Communications through Rise platforms are not protected by legal professional privilege in the same manner as communications with a privately retained attorney.

3.2 Nature of Legal Support. Rise legal volunteers offer accurate, generic legal advice based on South African law. This advice is educational and supportive in nature. It is not formal legal representation.

3.3 Free Services. All Rise legal support is provided free of charge. Rise does everything reasonably possible to ensure survivors receive quality support without cost.

5.1 Rise Against Domestic Violence SA is a registered non-profit organisation operating without external funding. We deliver free, survivor-centred services including legal advice, emotional one-on-one support, support groups, and trauma-informed guidance across South Africa. Our work is grounded in integrity, clear ethical boundaries, and an uncompromising commitment to serving survivors.

5.2 Rise was founded on the belief that support must always be free, ethical, and provided without hidden agendas or external pressures.

5.3 We are volunteer-driven, built from lived survivor experience, professional expertise, and deep compassion. This allows us to respond with authenticity and purpose, ensuring survivor needs remain at the centre of everything we do.

5.4 From the beginning, our structure has been deliberately designed for transparency and consistency. We do not operate for profit, do not seek funding, and deliberately choose not to align with systems that could compromise our independence or dilute our survivor-first priorities.

5.5 Every service we offer is rooted in service, not status, guided solely by what is in the best interests of survivors. We make all decisions without room for personal, political, or external influence.

5.6 This founding structure and operational philosophy exist to safeguard the heart of Rise, protecting it from conflicts of interest, external agendas, and mission drift.

5.7 Survivors come first. Always.

5.8 As a registered NPC, NPO, and PBO, we uphold strict compliance with all relevant South African legislation, including the Companies Act, the Nonprofit Organisations Act, the Income Tax Act provisions for PBOs, and POPIA for data privacy. This ensures our work remains ethically sound and fully compliant with all regulatory standards.

5.9 Rise maintains full compliance with all regulatory filing obligations. Annual returns are submitted to CIPC, narrative reports are filed with the NPO Directorate, and tax compliance forms are submitted to SARS as required. Rise operates with transparency and accountability, ensuring all legal and regulatory requirements are met consistently and on time.

6.1 Leadership

6.1.1 Rise is led by its Founder, Zenda-Lee Williams, whose vision, personal journey of survival, and dedication continue to define the organisation's direction and mission. The Founder holds full and final decision-making authority.

6.2 Board of Directors

• 6.2.1 Zenda-Lee Williams (Founder)
• 6.2.2 Ryan Williams
• 6.2.3 Samantha Motshidisi Lehoko
• 6.2.4 Claudia Vanessa Hill
• 6.2.5 Debra Madeline Francis
• 6.2.6 Celeste Gillian Gangiah

6.3 Management Volunteers

• 6.3.1 Jay Govender (Head of Legal)
• 6.3.2 Lisa Whitford (Head of Counselling)

6.4 Succession and Continuity Planning

6.4.1 In the event of the Founder's death or incapacity, leadership responsibility transfers to Ryan Williams (Co-Director), who has full access to all organisational systems, processes, and information necessary to ensure operational continuity.

6.4.2 Ryan Williams will work in collaboration with the senior management team, being Sam Lehoko (Director), Lisa Whitford (Head of Counselling), and Jay Govender (Head of Legal), to maintain Rise's survivor-focused mission, operational integrity, and commitment to the values upon which the organisation was founded.

6.4.3 This leadership continuity team is entrusted with ensuring Rise continues to serve survivors with the same dedication, ethical standards, and compassion that have defined the organisation since its inception. All decisions will remain aligned with Rise's mission, and survivors will continue to come first, always.

7.1 What We Do

7.1.1 Rise provides free legal advice and guidance, trauma-informed emotional one-on-one support, support groups facilitated through WhatsApp, referrals to partner organisations and resources, education on survivor rights, legal processes, and healing pathways, and compassionate, survivor-centred support at every stage of recovery.

7.2 What We Do Not Do

7.2.1 Rise does not provide shelter or emergency accommodation (we refer where possible), suicide intervention (we refer to equipped organisations), therapy, psychiatric care, or mental health treatment, direct court representation (we offer legal guidance only), interference in existing professional cases unless neglect or misconduct is reported, or direct services to children (Rise provides services to adult survivors and consults with qualified social workers when child welfare concerns arise).

7.2.2 We support, guide, and empower. We do not take over.

7.3 Funding Position

7.3.1 Rise remains unfunded to protect the integrity of our work. We do not seek sponsorships, grants, or donations at this time. Growth is not our goal. Impact is.

7.3.2 No survivor or volunteer is expected to contribute financially. What is expected is respect, accountability, and alignment with our mission.

7.4 Survivor Access and Intake Requirements

7.4.1 Survivors join Rise voluntarily to access free support services. While we strive to do the best we can for every person who reaches out, not every survivor is going to align with how we work, and that is acceptable.

7.4.2 By joining the online community and engaging with our volunteers, survivors agree to Rise's rules, policies, and service framework.

7.4.3 No survivor will be added to support groups or receive assistance without completing an online intake form. This requirement exists to protect both survivors and our community, ensuring we can provide appropriate support and maintain the safety and integrity of our services.

7.4.4 Access to Rise services is conditional on voluntary participation, informed consent, and adherence to our established processes.

7.4.5 The intake process is managed jointly by the Founder, the Head of Counselling, and the Head of Intake. Each plays a defined role in screening, pathway assignment, and operational processing as set out in section 1 of this document.

7.5 Minor Survivors

7.5.1 Survivors under 18 years of age must provide the name and contact details of a parent or legal guardian who consents on their behalf. If the minor is a survivor of abuse by their parent or guardian, they may consent independently. This is assessed during the intake process.

8.1 All decisions that impact Rise's services, strategy, partnerships, funding, media engagement, social platforms, or public reputation must be approved directly by the Founder.

8.2 No volunteer, manager, or director may:

• 8.2.1 enter into funding discussions, fundraising efforts, sponsorship arrangements, or donor relationships of any kind;
• 8.2.2 publish, share, or respond to content on behalf of Rise on any public platform without prior written consent from the Founder;
• 8.2.3 speak to the media, participate in interviews, or issue public statements representing Rise without explicit, documented approval;
• 8.2.4 commit the organisation to any collaboration, agreement, or new service offering;
• 8.2.5 purchase advertising or pay for promotions under the Rise name without direct written instruction from the Founder; or
• 8.2.6 host or participate in workshops, community talks, or public events under the Rise brand without authorisation.

8.3 Internal discussions must always remain respectful, solution-focused, and follow Rise's conflict resolution process. Any failure to uphold these standards, or attempts to circumvent leadership approval, will be treated as serious misconduct.

8.4 This framework protects the integrity, mission, and reputation of Rise, ensuring all decisions and public communications remain aligned with our survivor-first values and are guided solely by the Founder's oversight.

9.1 Rise recognises 4 categories of volunteers:

• 9.1.1 Legal Support: Attorneys, candidate attorneys, and law students.
• 9.1.2 Emotional One-on-One Support: Registered counsellors, interns from partner organisations, and survivor support specialists.
• 9.1.3 Intake Volunteers: Case assessors, referral support, and administrative assistance.
• 9.1.4 General Volunteers: Administrative and operational support.

9.2 All volunteers are expected to:

• 9.2.1 acknowledge their role is supportive;
• 9.2.2 follow the chain of command and internal protocols;
• 9.2.3 refer issues through correct channels;
• 9.2.4 refrain from overriding decisions or altering processes without explicit written authorisation;
• 9.2.5 operate strictly within defined structures and scope; and
• 9.2.6 uphold the highest standards of professionalism.

10.1 Core Values

10.1.1 All volunteers must at all times uphold the following core values: Survivor-Centred Approach, Trauma-Informed Conduct, Non-Judgemental Support, Professional Boundaries, Confidentiality under POPIA, and Respect for Rise processes.

10.2 Organisational Policies

10.2.1 Rise operates without funding or compensation structures. Volunteers may not propose or expect payment. Volunteers may not publicly represent Rise without written authorisation.

10.3.1 Rise operates under a clear, unwavering mandate to serve survivors. Our responsibility is to ensure access to guidance and support, regardless of prior external consultations a survivor may have had.

10.3.2 If a survivor is already formally represented by an attorney or legal team, Rise will step back from involvement in accordance with ethical best practice and to avoid duplication or interference. However, personal or professional connections that a volunteer may have to external attorneys, firms, or collaborators do not preclude Rise from assisting a survivor. Such private relationships are separate from the organisation's duty of service and must never influence the support Rise provides.

10.3.3 If a situation arises where a personal or professional relationship could create a perceived or actual conflict of interest, the volunteer is required to step back immediately and refer the matter to another internal legal volunteer or to the Rise legal management team for reassignment.

10.3.4 Volunteers must act in a fair, respectful, and non-discriminatory manner, without bias or prejudice based on gender, race, culture, language, sexual orientation, or any other personal characteristic.

10.3.5 No volunteer may tout, solicit, or advise for personal financial gain or private benefit through their role at Rise.

10.3.6 Acceptance of any financial remuneration, gift, or benefit relating to work done through Rise is strictly prohibited without the written authorisation of the Founder.

10.3.7 Legal volunteers are subject to additional mandatory recusal and data deletion obligations detailed in section 10.4 of this governance document. Failure to comply may result in removal and referral to the Legal Practice Council.

10.3.8.1 Rise places survivors in support groups and assigns volunteers based on the information provided in the intake form. Survivor honesty and transparency directly affect the ability of Rise to protect survivors, volunteers, the organisation, and other survivors in the community.

10.3.8.2 A conflict of interest may arise in the following circumstances:

• (a) a Rise legal volunteer previously represented the survivor, their former partner, or any party connected to their matter;
• (b) a Rise legal volunteer currently works at or has previously worked at a law firm involved in the survivor's case;
• (c) a Rise legal volunteer knows the survivor or any party involved in the matter personally or professionally;
• (d) a Rise volunteer is connected to the survivor's former partner or their attorney;
• (e) the survivor's former partner or their attorney is a current or former Rise volunteer;
• (f) the survivor recognises the name of a Rise volunteer from any context related to their matter; or
• (g) any other circumstance exists that could compromise integrity, confidentiality, or impartiality.

10.3.8.3 Survivor responsibilities. Survivors must disclose all relevant information honestly and completely on the intake form, including current legal representation. Survivors must notify Rise immediately if circumstances change after intake. If a survivor identifies a conflict of interest at any point, they must notify Rise management immediately.

10.3.8.4 Rise's rights and process. Rise reserves the right to contact survivors privately and remove them from any group or reassign their matter to a different volunteer if a conflict of interest is identified. Removal or reassignment due to conflict is a protective measure for all parties.

10.3.8.5 Limitation of liability. Rise accepts no responsibility or liability for any conflict of interest that arises due to incomplete, inaccurate, or withheld information on the intake form or at any point during engagement with Rise.

11.1 General Confidentiality Obligations

11.1.1 All survivor data is private and protected under POPIA. No case information may be copied, shared, or stored privately outside of authorised platforms. This obligation continues indefinitely, even after volunteer involvement ends.

11.1.2 Breaches will lead to immediate removal and possible legal escalation. Volunteers must maintain secure records, handle all communications with discretion, and ensure that survivor information is never discussed outside appropriate Rise channels.

11.2 Internal Information Sharing and Authorisation

11.2.1 Survivor information, including but not limited to intake forms, WhatsApp conversations, case notes, voice notes, screenshots, documents, emails, and any other records or communications, may not be shared internally or externally without prior written authorisation.

11.2.2 No volunteer may:

• (a) share survivor information with any other Rise volunteer who is not directly assigned to assist that survivor;
• (b) share survivor information with any person outside of Rise for any reason;
• (c) forward, copy, screenshot, or redistribute any survivor record;
• (d) discuss a survivor's matter with any person who is not directly involved in the survivor's case; or
• (e) share survivor information with family members, friends, colleagues, or any third party under any circumstances.

11.2.3 Authorisation for information sharing. If information sharing is required for the purpose of assisting a survivor, prior written authorisation must be obtained from Zenda-Lee Williams (Founder), Lisa Whitford (Head of Counselling), or Jay Govender (Head of Legal). Authorisation must be documented and retained. Verbal authorisation is not sufficient.

11.2.4 External referrals. If a survivor is to be referred to an external organisation, partner, or service provider, the survivor's explicit consent must be obtained in addition to management authorisation. No survivor information may be shared externally without both survivor consent and management approval.

11.2.5 Breach of this policy. Unauthorised sharing of survivor information, whether internal or external, is a serious breach of this governance framework and POPIA. It may result in immediate removal from Rise and may be reported to the Information Regulator or relevant professional bodies.

11.4 Digital Space and Boundaries

11.4.1 Rise digital platforms, including WhatsApp groups, emails, and shared documents, exist solely for service delivery. Volunteers may not market personal services or businesses without written consent, recruit for external causes, redirect clients to unauthorised platforms, discuss confidential cases outside the appropriate team, or use Rise platforms for personal gain or private business development.

11.3.1 Rise is committed to full compliance with the Protection of Personal Information Act 4 of 2013 (POPIA) to protect survivor privacy and data security.

11.3.2 Privacy Notice and Consent. All survivors receive a clear privacy notice during the intake process explaining what information is collected, why it is collected, how it will be used, who has access to it, and how long it will be retained. Survivors provide informed, documented consent before accessing services. No survivor data is processed without explicit consent.

11.3.3 Data Processing and Purpose Limitation. Survivor information is collected and used solely for the purpose of providing support services. Data is not used for any secondary purposes without additional consent. Only authorised volunteers directly involved in a survivor's case have access to their information. Rise uses third party platforms including WhatsApp, Google, Microsoft Teams, and Zoom for communication and record keeping. These platforms may store data outside South Africa. Survivors consent to this during the intake process.

11.3.4 Data Retention. Survivor information is retained for 3 years from last contact. After this period, all personal information is securely deleted. Survivors may request earlier deletion at any time.

11.3.5 Survivor Rights. Survivors have the right to access their information held by Rise, request corrections to inaccurate data, request deletion of their personal information, and withdraw consent at any time. To withdraw consent, survivors should email info@riseagainstdomesticviolence.co.za. Survivors may also lodge a complaint with the Information Regulator at www.inforegulator.org.za if they believe their rights under POPIA have been violated.

11.3.6 Data Breach Protocol. In the event of a data breach or unauthorised disclosure of survivor information, the incident must be reported immediately to the Founder and relevant management. Rise will assess the breach, notify affected survivors promptly, take immediate steps to contain and remedy the breach, and report to the Information Regulator if required under POPIA. All breaches are documented and corrective measures implemented.

11.5.1 All support at Rise is based on informed consent. We do not pressure, diagnose, or direct. Survivors decide the pace and direction of their journey. Our responsibility is to walk beside them, never ahead of them.

12.1 Reporting Concerns and Service Issues

12.1.1 If a volunteer hears from another volunteer, survivor, or any other person that something is not working at Rise in any way or manner, it must be reported to management immediately so it can be addressed. This reporting requirement applies to both volunteers and survivors.

12.1.2 Survivors must bring internal complaints about volunteers to management first. All complaints regarding volunteer conduct, service delivery, or any internal Rise matter must be directed to Lisa Whitford (Head of Counselling) or Zenda-Lee Williams (Founder).

12.1.3 Concerns may include but are not limited to service delivery issues or gaps, volunteer conduct or professionalism concerns, communication breakdowns, process failures or inefficiencies, survivor dissatisfaction or complaints, ethical concerns or boundary violations, or any matter that could impact survivor safety, service quality, or organisational integrity.

12.1.4 Reports should be made to the relevant management team, being Legal, Emotional Support, or Intake, or directly to the Founder if the matter is urgent or sensitive. All reports will be treated with discretion and addressed promptly.

12.2 Conflict Resolution Process

12.2.1 Step 1: Direct Communication. Address the issue directly with the person involved in a respectful, solution-focused manner.

12.2.2 Step 2: Management Escalation. If direct communication does not resolve the issue, escalate to the relevant management team.

12.2.3 Step 3: Founder Review. If management intervention does not resolve the matter, or if the issue involves serious ethical concerns, it may be escalated to the Founder for final review and decision.

12.2.4 All communication throughout this process must remain professional, documented, and focused on survivor welfare and organisational integrity.

12.3 Reporting Misconduct or Ethical Concerns

12.3.1 Serious concerns involving ethical breaches, volunteer behaviour, or boundary violations may be reported directly and confidentially to zen@riseagainstdomesticviolence.co.za. These reports are handled by the Founder or delegated management with discretion. Survivors may also use this channel to report concerns about volunteer conduct.

13.1 Breaches of this Code of Conduct, including breaches of confidentiality, ethical standards, or organisational policies, may result in immediate termination of volunteer service.

13.2 Serious matters may be referred to the Legal Practice Council, relevant professional boards for emotional support practitioners, academic institutions, or other relevant regulatory bodies.

13.3 Continued involvement is conditional on adherence to this code.

13.4 Examples of serious misconduct include but are not limited to:

• (a) breaching survivor confidentiality;
• (b) soliciting private clients through Rise (touting);
• (c) accepting unauthorised payment or gifts;
• (d) misrepresenting Rise publicly without authorisation;
• (e) engaging in discriminatory or abusive behaviour;
• (f) undermining organisational leadership or spreading division;
• (g) operating outside professional scope or ethical guidelines;
• (h) failing to delete survivor data as required; and
• (i) entering into private mandates without notifying Rise.

14.1 Onboarding Process

14.1.1 All new volunteers must review and acknowledge this governance document. Volunteers receive role-specific training and orientation from management teams. Access to Rise platforms is granted only after acknowledgment of policies. Volunteers are assigned to appropriate teams based on qualifications and availability.

14.2 Offboarding Process

14.2.1 Volunteers may resign at any time by notifying their management team and the Founder. Volunteers who are removed for policy violations will be notified in writing. All access to Rise platforms and survivor data will be revoked immediately upon departure. Legal volunteers must delete all survivor information and confirm deletion in writing. Confidentiality obligations continue indefinitely after departure.

15.1 This unified organisational policy, structure, and code of conduct will be reviewed regularly and may be amended at the discretion of the Founder and Directors to ensure it remains aligned with best practice, applicable laws, and the evolving needs of Rise and the survivors we serve.