The EEO Grievance Officer provides employees with information and clarification about the organization's EEO policy and the options available in relation to a complaint of unlawful discrimination, harassment or bullying. The EEO Grievance Officer encourages others to bring complaints to them at an early stage, for resolution. The EEO Grievance Officer must be good at managing their own emotions and other people’s emotions in difficult situations. However the EEO Grievance Officer is not a mediator and it is not their job to investigate the complaint. For this reason it is not recommended that a HR manager is a grievance officer as it is likely they will investigate the complaint and the two roles may place them in a conflict of interests.
The Equal Opportunity Act does not require organizations to have grievance officers. However they have been encouraged by Equal Opportunity bodies as a way by which inappropriate behavior and complaints can be effectively managed.
Who Should be a Grievance Officer?
As the role of a grievance officer involves having well developed communication and interpersonal skills it is often appropriate to select people who are well liked and respected in the workplace. If possible, it is good to choose people who are ‘on the ground’ employees and also in a supervisory role.
Purpose:
The purpose of this training program is to provide participants with the knowledge and practical skills to recognize, manage and resolve grievances effectively.
In addition participants will be shown how to potentially prevent grievances arising in the first place.
Participants will be able to:
Understand the role of a grievance officer including responsibilities and limitations
Anticipate matters which could result in an informal or formal grievance (including legal and organisational requirements relating to discrimination, harassment, bullying and grievance management)
Use effective communication skills to empathise with all parties, understand the issues and manage the emotions of all parties
Encourage others to bring grievances to them for resolution at an early stage
Provide reliable, accurate and consistent information whilst maintaining appropriate confidentiality
Identify individuals’ needs and requirements in terms of referrals and/or follow-up
Be confident and efficient when attending to grievances
Program Duration:
Two days, either consecutively or staggered (at the discretion of the organisation)
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