Policy 1900.1

Title: Complaint/ Conflict Resolution Procedure  
Section Complaint/ Conflict Resolution Procedure
Policy #: 1900.1
Modified 02/25/2019 12:52 AM
Procedure:


A. Introduction

Misunderstandings or conflicts can arise within any organization and with personnel in the outside organizations we work with. This policy will apply to complaints against our personnel and any intra-departmental complaints/conflicts as well as complaints/conflicts you have with a member(s) of outside organizations.

To ensure effective working relations, it is important that such matters be resolved before serious problems develop. Most incidents resolve themselves naturally by discussing them openly with both parties working to resolve their misunderstanding; however, if a situation persists that you believe is detrimental to you or to PRO, the following procedure will be utilized to resolve and document the conflict.

B. Step One

Where you have a complaint or conflict, discussing the problem with a supervisor is encouraged as a first step. Complaints received from people outside of PRO should be referred to a supervisor as soon as possible.

The supervisor will document all complaints he or she receives from any source by utilizing a Salesforce Incident or written Incident Report. The supervisor will investigate and discuss the incident with all parties in question whenever possible in an effort to gather the facts of the dispute.

The supervisor will attempt to provide a completed report informing all parties of his or her findings and/or proposed resolution within three (3) working days of receiving the report.

If you do not believe a discussion with your supervisor is appropriate, you may proceed directly to Step Two. If a supervisor believes that a particular complaint/conflict is particularly serious or difficult to handle, the supervisor may move the process immediately to Step Two.

C. Step Two

If you are not satisfied with the supervisor’s decision and wish to pursue the problem or complaint further, you may prepare a written summary of your concerns and request that the CEO review the matter. The CEO will review all written material to date, discussions with all individuals concerned, and conduct a further investigation if necessary.

The CEO will attempt to provide a completed report informing all parties of his or her findings and/or proposed resolution within three (3) working days of receiving the report.

The decision of the CEO shall be final.

D. Documentation

Upon resolution of complaint/conflict, all written material regarding the complaint/conflict will be submitted to the CEO. The CEO will ensure that all complaint/conflicts are documented in Salesforce to facilitate the tracking of any trends.

E. Retaliation

PRO will not tolerate any form of retaliation against employees availing themselves of this procedure. The procedure should not be construed, however, as preventing, limiting, or delaying PRO from taking disciplinary action against any individual, up to and including termination, in circumstances (such as those involving problems of overall performance, conduct, attitude, or demeanor) where PRO deems disciplinary action appropriate.