Workflow for Grievances

What is the Grievances Register workflow?

After you add a new grievance record, its status is automatically set to open. The following figure shows how one status flows into the next.

The status field for a grievance record can have any of the following values:

  • Open. Indicates that the grievance is ready to be assessed. You can make changes to the grievance record
  • In progress. Indicates that the grievance is in progress, and that information in the assessment tab and the recommendation tab is not complete. Set by the system automatically. You can make changes to the grievance record
  • In progress - assessed. Indicates that the grievance is in progress, and that information in the assessment tab is complete, but the recommendation tab is not complete. Set by the system automatically. You can make changes to the grievance record
  • In progress - recommendations filled. Indicates that the grievance is in progress, and that information in both the assessment tab and the recommendation tab is complete. Set by the system automatically. You can make changes to the grievance record
  • Waiting for approval. Indicates that the recommendations (for grievance resolution) need to be considered and approved by management. You can make changes to the grievance record but not clear information in the assessment tab and the recommendation tab
  • Escalated. Indicates that the recommendations (for grievance resolution) need to be considered and approved by a senior manager. You can make changes to the grievance record; however, you may not clear the information in the assessment tab and the recommendation tab
  • Approved. Indicates that the recommendations for resolution were approved (by management). You can make changes to the grievance record but not clear information in the assessment tab and the recommendation tab
  • In progress - recommendations rejected. Indicates that the recommendations (for grievance resolution) were not approved by management. You can make changes to the grievance record but not clear information in the assessment tab and the recommendation tab
  • In progress - resolution rejected. Indicates that the stakeholder did not accept the proposed resolution and that a new resolution will need to be approved. You can make changes to the grievance record but not clear information in the assessment tab and the recommendation tab. If you change information and save, the system sets the status to in progress - recommendation filled
  • Closed - resolution - approved. Indicates that the stakeholder accepted the resolution and that the grievance was ultimately resolved. You can make changes to the grievance record but not clear information in the assessment tab and the recommendation tab
  • Closed - referred to external mechanism. Indicates that grievance was closed because that the matter was referred to another party to be settled and that it is not being managed in the system. You are not allowed to make changes to the grievance record
  • No basis for a grievance. Indicates that grievance was closed because it was decided that the matters raised did not qualify as a grievance. You are not allowed to make changes to the issue record

Depending on the status, the workflow menu for a grievance record has the following options:

  • Start progress: This option only appears when the status is open. Sets the status to in progress, in progress - assessed, in progress - recommendation filled, depending on the completeness of information in the assessment tab and recommendation tab
  • Send for approval. Sets the status to waiting for approval. Use this option when management is ready to consider and approve the recommendations for resolving the grievance. The system will not allow you to continue if either the assessment tab or recommendation tab contains incomplete information. This option only appears when the status is in progress
  • Approval. When you select this option, you must indicate if recommendations are approved (approve recommendations field) and optionally write a reason for the decision using the comments field. Use this option to indicate recommendations for resolving the grievance. Sets the status to approved, if approve recommendations is yes. Sets the status to in progress - recommendation rejected, if approve recommendations is no. This option only appears when the status is waiting for approval or escalated
  • Escalate. This option only appears when the status is waiting for approval. Use this option to indicate that the grievance needs to be directed to senior management to consider and approve the recommendations for resolving the grievance. Sets the status to escalated
  • Close. After selecting this option, the system will ask you to complete the information in the close-out tab. Depending on the chosen resolution type, sets the status to closed - resolution - approved, closed - referred to external mechanism, no basis for a grievance or resolution rejected. This option only appears when the status is waiting for approval, approved or escalated
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