(Also see EO Online, a self-paced, interactive online training package for UTS staff)

Background

In 2001 the Vice Chancellor provided funding for the development of a university-wide Grievance Handling Professional Development Project covering all types of grievances. Consultants were engaged to conduct surveys and develop training materials to reflect the needs identified by staff.

Project Coordination

The Equity and Diversity Unit, in collaboration with the Human Resources Unit, is implementing the professional development program throughout UTS assisted by academic and general staff with extensive grievance handling experience.

Please contact the Equity & Diversity Unit on ext. 1084 for more information, or to request tailored sessions for your staff.

Project aim

The aim of the project is to assist managers to confidently implement UTS grievance handling policies and guidelines.

Overview of Modules for Managers

Four 3-hour Grievance Handling Modules have been developed specifically for UTS managers to assist in the handling and resolution of all types of complaints from both staff and students.

• The modules are conducted by UTS academic and general staff who are experienced in grievance handling.
• Upon request two consecutive modules can be run as a five hour session.
• Also upon request, one-off tailored sessions can be run for counter staff and others who may receive grievances without necessarily dealing with them.

Module 1:

Grievance handling - The Basic Framework

Content: This introductory module provides demonstrates the use of grievance handling policies, procedures and principles through use of case studies and examples. Topics covered are:

a. UTS Policies and Procedures

• UTS policies, including administrative and anti-discrimination policies
• UTS grievance handling procedures
• The role and function of internal agencies.

b. Grievance Handling Principles

• Procedural fairness
• Confidentiality
• Timeliness
• Record keeping
• Transparency

Module 2:

Practical grievance handling skills

Content: The skills required to effectively and efficiently resolve conflict, with a focus on the "first 15 minutes". The module will include exercises to give participants an opportunity to practice skills. Topics include:

a. Communication and interview techniques
b. Identifying different types of grievances
c. Dealing with difficult people and "at risk" grievants
d. The grievance handling process
e. Conflict resolution
f. Making good referrals
g. Record keeping
h. Fair outcomes

Module 3:

The Big Picture - Legal responsibilities (3 Hours)

Content: Information and case studies on:

a. The Legal Framework

• Anti-discrimination law
• Industrial law
• Administrative law
• Victimisation and Vilification
• Privacy
• Duty of Care
• Criminal justice

b. Liability and Responsibility

• The "reasonable steps" that an organisation is legally required to take to ensure that its workforce and clients are protected from harm
• The responsibilities of management to implement "reasonable steps"

Module 4:

Investigation skills for specialist grievance handling staff (3 Hours)

Content: This session is for staff who are involved in grievance investigations. Topics include:

a. Opening a case file and record keeping
b. Written analysis of a grievance
c. Briefing your supervisor
d. Seeking approval to investigate
e. Formulating an investigation plan
f. Interviewing respondents and witnesses
g. Evidence
h. Mitigating factors
i. Standard of proof
j. Findings
k. Recommendations
l. Follow up and closure