In an ideal world, your organization would never receive a complaint. However, there are times when miscommunications and misunderstandings happen – or you experience a worst-case scenario of one employee harassing another. Regardless, it is critical to have a complaint management program in place for when any complaint needs to be addressed.
Complaint management programs have a variety of benefits for both private organizations and government entities, as well.
1. Resolve Complaints Quickly and Efficiently
Worse than getting a complaint is allowing it to linger and continue to cause friction in the workplace. Ideally, if your organization receives a complaint, you want to resolve it as quickly and efficiently as possible. This lets the complainant know that you are taking them seriously while simultaneously shortening the amount of time it takes to work through the issue.
Additionally, a complaint management program means you will have guided steps to follow throughout the process, making it simpler for your team to execute. Employees will also know exactly what to expect so that there are no surprises along the way.
2. Increase Employee Trust
Whether or not your employees ever need to make a complaint to the Equal Employment Opportunity Commission (EEOC), simply knowing that there is a complaint program with concrete steps may help increase their faith in your organization.
Nobody wants to work for an organization that shrugs off a complaint. Anytime that there is a question of misconduct, individuals want to know that a process is in place to help keep them safe. Providing information about this program during onboarding or through training can give your employees peace of mind.
Additionally, having a complaint management program protects the organization by ensuring fair treatment of each employee.
3. Ensure Fair Treatment Across the Board
Fair and equal treatment of employee complaints is vital for your organization. Once the complaint is made, there should be a step-by-step process clearly laid out for both the complainant and the defendant. This process should look the same every single time, even if the resolution does not.
While employees may be able to solve the issue prior to reaching the later steps of the complaint management program, – going before the EEOC with the complaint – they should be aware of what the full process looks like.
4. Get Expert Advice to Prevent Breaking Laws
Having a complaint management program is helpful – outsourcing that program ensures that you have a process that is lawful as well as effective. When you work with an expert in the complaint management field, you are likely to get better results, faster resolutions, and fewer escalated complaints.
At Applied Development, we can help your organization manage the complaint process. Our services include:
- Alternative dispute resolution
- Complaint investigation
- Policy expertise
- Intimate knowledge of disability law
We recognize that every organization is different and will help you to build the right complaint management program for your needs. Give us a call today at 410.571.4016 or contact us online for more information.