My child's center is under review - When will it be resolved?

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Hello! I sponsor Mathivanan Kavidharshini (LK 020600091) and in February of this year I received an email from Compassion letting me know that her center was under review because it was not meeting Compassion's standards.  The email informed me that her monthly support was going to the general sponsorship fund instead (since they could not send the funds to the center), which I immediately emailed back and said please not to do that because I had not authorized that and did not want to do that.  Her sponsorship was being paid for from a credit I had from when I lost a sponsorship in India when you closed the program there, and the email reply I got from Compassion told me that they had stopped the automatic deduction from the credit until the issue is resolved with the center.  That was fine with me, matter settled.  So I emailed again this week to get an update, and was told by Compassion that her center is still in review, but also that Compassion is taking the monthly donations and setting them aside to send to the center when the issue is resolved.  This seems to contradict what I was originally told back in February.  So, I have a few questions:  How long do these center reviews usually last?  Is there a certain time frame in which a center has to comply with Compassions standards or could this drag on for some time longer?  How often is Compassion getting updates from the center under review and why am I not getting regular updates (I am always the one who has to reach out via email to find out)?   And lastly, when the center is under review, do you set aside the donations or do they not get those month's donations at all? 

Thanks!

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Anne Oliver

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Posted 6 months ago

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Susan, Sponsor and Donor Relations, Social Media

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Anne,

I sincerely apologize that you have had to contact us for updates several times and that we have kept you waiting in regards to the status of your child's student center. According to our records, a resolution was expected April 25 but no updates have been received from our field office since then. I have sent an inquiry to Sri Lanka to check on the status of this center and we will be in touch in the coming weeks as soon as we receive a response. 

Allow me to give a little bit of background on suspensions. We want to make sure that each of our centers is operating appropriately, that everything is above board, and we want you to know exactly where your donations are going (or not going in this case). For this reason, we regularly audit and monitor each of our student centers and may place the center on suspension if we have a concern there. Often suspensions involve the withholding of funding, if the concern involves misuse of funds or simply to make the center "feel the pain" of the suspension. Suspensions typically last between 30-90 days. During this time, we will be meeting regularly with this center to provide additional training, monitoring, and even mediation if necessary. If the center is showing progress we may file an extension. In your particular case, it looks like the center was given a 30-day initial suspension beginning on January 25 and then filed two 30-day extensions. If at any point, our concerns become so great that a resolution does not appear possible, we will terminate the center and close it down. We would seek to transfer all of the children at the center to another Compassion center in the area if possible. If transfer is not possible, the children will have to leave our program. The last option is to re-open or reinstate the student center if all of our concerns have been resolved. In all three of these scenarios - extension, termination, and reinstatement - we should notify you. Now, I am very sorry as it sounds like you did not receive these extension updates and had to contact us. I am not sure exactly what went wrong but I do know that it can take some time after the update for the communication to be initiated. 

In answer to your second question, no we do not typically set money aside during suspensions. If supporters continue to give during the time that their child's center is under suspension, we will place it into our general child support fund to help other children in poverty. This was communicated in your initial email. That said, you are always welcome to decline, as you did. You are entitled to control where your support goes. When supporters decline giving during the suspension, we typically stop their automatic withdrawal and adjust their account so that they are not responsible for the support during the suspension. You currently have a $190 credit on your account because of these adjustments.
(Edited)
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Anne Oliver

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Thanks for the reply and the information you gave me!  I was concerned because I noticed her credit was showing $76 earlier this week, which I knew was down from last month.  Today I noticed it was back up to $190.  But the information you gave me about the process was very helpful. Thanks!
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Anne Oliver

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Hi again.... I actually have a follow up question regarding my sponsored child, Mathivanan Kavidharshini.  Her birthday is on 7/05 and I usually make my birthday gift donation two months before the actual birthday.  However, since her center is under review, I didn't know if she would receive her birthday gift if I set it up, therefore I have been delaying it.  If I did send her her birthday money, would she receive it even if her center is still under review or even closed by the time her birthday rolls around?  Thanks again! 
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Madison

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Hello Anne! I did take a look to see if the center would be accepting gifts, and it looks like they are resuming the center at this time and their issues have been resolved! It looks like this has happened today, and you should be receiving more information in the mail or email regarding this into more detail. The birthday money you send would get to her now since her center is no longer in review! Let us know if you have any further questions and we will be happy to assist you!
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Anne Oliver

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That's great news...thank you so much for the update!

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