1. Register a Grievance
To register a grievance, fill out the mandatory information in the general information tab and the grievance description tab; additionally, add any other information at this stage. If there is more than one stakeholder that has this grievance, then use the other grievants’ tab to link the necessary stakeholders.
After entering all the information you have to hand, use the start progress option in the workflow menu to indicate that the grievance is ready for assessment and further work.
2. Update the Assessment
An initial assessment classifies a grievance and determines who is going to manage it to resolution. When the initial assessment is complete, enter the details in the assessments tab.
It is best practise to send out a formal acknowledgement as soon as possible to let the complainants know that your company has registered the grievance and has begun work on its resolution.
3. Write the Recommendation
Often, proposals for the resolution of the grievance are determined after investigation and negotiation with the complainants. Use the recommendations tab to document the proposed recommendations ready for management approval.
4. Seek Management Approval & Escalation
When the assessment tab and the recommendation tab are complete, you can use the send for approval option in the workflow menu to indicate that you are waiting for management to consider and approve your recommendations.
Sometimes a manager may not have the authority to approve a particular recommendation. Use the escalate option in the workflow menu to indicate that a senior manager needs to approve the recommendation.
Use the approval option in the workflow menu to indicate management’s decision.
5. Follow-up on a Grievance and Document Root Causes
At any time, you can use the follow-up tab to provide an account of any feedback you have provided to the complainants, any activities and actions carried out to investigate or resolve the grievance or any other general notes.
A grievance can have many contributing factors. You can use the root cause tab to document these.
It is good practise to use root cause analysis to prevent future grievances. This method allows you to identify and correct each of the factors that lead to a grievance, as opposed to simply addressing the symptoms.
6. Proposed Resolution Is Rejected
Sometimes, despite best efforts, the complainant may not be satisfied with the resolution you have proposed. In this case, it may be necessary to carry out more investigation and negations. If this is the case then use the close option on the workflow tab and in the resolution type field choose resolution rejected. Depending on the outcome of negotiations, you may need to send a new recommendation to management for approval.
7. Close a Grievance
After the grievance is resolved and there are no outstanding actions, you can close the grievance. To do this use the close option on the workflow tab. In the resolution type field choose resolution - approved and fill out the other closeout fields (which will be shown in the close-out tab).
From time to time, you or your management may decide that the matters raised did not qualify as a grievance. If this is the case, use the no basis for a grievance option on the workflow menu.