Mukhanyo Community Development Centre Mukhanyo Community Development Centre MCDC t a Masibambisane MCDC Plot

					Mukhanyo Community Development Centre
(MCDC) t/a Masibambisane
MCDC
Plot 1 KwaMhlanga MPUMALANGA P O Box 594 KwaMhlanga, 1022 South Africa

Masibambisane
“Let us bear the burden together” together”

(Association incorporated under Section 21) 2003/009302/08 030-072-NPO

Tel: + 27 13 947 2181 Fax: + 27 13 947 2179 Cell: +27 83 228 4903 E-mail: melanie@mcdc.org.za Website: www.mcdc.org.za

GRIEVANCE PROCEDURE
1. INTRODUCTION

The grievance procedure is used to resolve all individual grievances, concerns and issues that emerged around the different policies in the working situation. These issues and concerns often originate between the employee and the direct supervisor and the working situation must create a safe haven where these disputes can be addressed. Any employee who has a grievance is allowed to make use of the grievance procedure.

The grievance process must be linked to specific time periods and although flexibility is allowed the parties must strive to keep to these periods in resolving the grievance.

The employee must also be protected in terms of prejudice and victimization in the process as it may happen that the supervisor is not mature enough to handle the issues and then may use victimization to squash the grievances. This can lead to very unhealthy situations in the working environment.

The process should also allow cases that involves the direct supervision to be referred to the next level of management and where these grievances involves personal issues a more objective approach should be taken in the resolution of the process.

It is also important that representation should be allowed after a grievance with the direct management was raised. At all cost grievances should be resolved locally before it becomes a major issue.

-2The employees must be trained to understand how to use the grievance procedure to enable them to use it as an effective tool in resolving grievances. On the other hand the supervisors should also be able to see the need in such a procedure and understand it and therefore be able to guide it to resolve grievances on a local level.

2.

GUIDELINESS TO BE FOLLOWED IN THE RESOLUTION OF GRIEVANCES
PREPARATION AND INVESTIGATION The following can be used as checklist by the supervisor/manager. Ensure that there will be privacy and no interruptions during the session. Identify the cause of the dissatisfaction of the employee and find out what he sees as resolutions to the problem. If possible identify additional solutions and discuss this with the employee. Agree then on next steps to be taken. Ensure that the reason/s for the employee’s unhappiness has been established and that he understands the procedures that will be followed. Also take into account previous records and consult the other people concerned to ensure that the core of the problem has been identified. Ensure also that the action to be taken will correlate with the company policy.

2.1

Ample time must be left to attend to this issue to ensure that the employee feel that his problem is seen in a serious light and do get the attention that it needs.

2.2 GUIDELINESS ON PROBLEM SOLVING Meeting procedure: a. When opening the meeting the employee must be greeted as usually. It is important that the supervisor get right to the point and state the problem as he understands it. b. Focus on the problem and find out what the employee see as a solution. Inform the employee what you as supervisor see as possible solutions. Remember to ask open questions starting with: Why, Where, What etc. Make sure that you take notes on witnesses and other important information etc. Explain how you see the main problem and suggest actual and possible obstacles in resolving the main problem. c. Ask for suggestions in resolving the problem from the employee. Inform him about some of your own solutions and after evaluating the solutions decide on the best solution. d. The supervisor must then state clearly an action plan as well as discuss a follow up date to establish if the grievance has been resolved.

-3e. Close the meeting with a positive comment as well as by thanking him for his input.

In order to make acceptable conclusive statements and resolve the problem the manager/supervisor should have the ability to listen carefully as well as assess the problem put before him.

3.

THE DIFFERENT STAGES IN THE GRIEVANCE PROCEDURE
STAGE 1: VERBAL GRIEVANCE: DEPARTMENT HEAD
1.1 Should an employee have a grievance that indicates one of his fellow employees thus not the Head of his Department the grievance can be reported verbally to his Head. The Head must resolve this grievance and communicate the outcome to employee within three working days 1.2 Should this grievance not be resolved or involves the Head of his Department the employee may refer the grievance to the Executive Director in terms of stage 2. 1.3 Should the grievance involves a Head of Department the Executive Director shall be addressed as per stage one of the procedure.

STAGE 2: WRITTEN GRIEVANCE: The Department Head
2.1 It is the responsibility of the employee to proceed to Stage 2 as soon as the outcome of Stage 1 is known within a period of 3 days. 2.2 Form 1, the grievance form must be signed by the employee and the employee should he/she be involved and handed to the Department Head. 2.3 It is then the responsibility of the Head of the Department to arrange a hearing where the grievance can be heard within a period of 3 days after the grievance form was received. A meeting should be held that will be attended by the employee, his

representative as well as the department Head in order to resolve the problem as stated in the grievance. 2.4 It is expected from the Head of the Department to provide a written response to the grievance on Form 2 within 3 days after the grieving has been heard. 2.5 Should the employee be dissatisfied with the response of the Head of the Department, he must state his wishing to pursue the grievance and ask that it be referred to Executive Director and then hand Form 2 to the Executive Director.

-4-

STAGE 3: EXECUTIVE DIRECTOR
3.1 A designated Director or an independent external facilitator nominated by the Executive Director will then be receiving the grievance forms (1 & 2) completed in stage 2. 3.2 A meeting will be held within 5 days after receiving the grievance by the employee/employee representative by the Executive Director in order to resolve the matter. 3.3 The meeting must be chaired by the Executive Director or the Executive Director’s nominee and shall be attended by the employee /a representative as well as the Head of the department. 3.4 By using Form 2 the Executive Director or independent external facilitator will record his/her response within 3 working days of the meeting.

This is the final level with the exception of Group Grievances.

STAGE 4: GROUP GRIEVANCES
4.1 Where a group of employees share the same concern it should be put to table as soon as possible and put it in writing and follow Stage 2 of the procedure, the time frame still applicable. 4.2 Stage 3 should be followed should the source of the grievance be the Executive Director. The Executive Director or an external facilitator shall consider the report from the Head of the Department and make recommendations should the grievance remain unresolved after the conclusion of stage 3. 4.3 The following process will be expected from the Executive Director or nominated external facilitator: A review of the grievance as well as the responses of the parties Identification of the concerns that remain A further investigation of both party concerns AN attempt to find common ground and alternative proposing solutions to finalize the grievance.

STAGE 5
Should the employee still be unsatisfied he/she may use the law in protecting his/her rights.

-5-

STAGE 7
This is the guideline to be considered in holding a meeting in terms of Stage 2, 3, and 4 of the Procedure:

7.1

In case of the lodging of a grievance management should investigate the facts of this case in preparation of this meeting.

7.2

A time, date and venue for this meeting will be agreed upon by all parties involved. It must be ensured that all the relevant time frames must be met as well as extensions be allowed where needed.

7.3

The chairman will be informed by the employee should other witnesses be involved and the chairman can use his discretion deciding on the relevant witnesses.

7.4

The chairman will be responsible that the meeting will be conducted in a fair manner: All relevant information will be made available to the concerned parties before the meeting. All relevant witnesses to the parties will be notified in time in order to be available at the time of the meeting. The cases of the employee as well the employee representative and the company will be able to present their cases in full and ask questions to each others witnesses. Notes and agreements made during the meeting should be kept and will be agreed by the parties.

7.5

The written solution will be submitted by the chair man (as per form 3) to the appropriate person in terms of the requirements of the different stages of the procedure.

GRIEVANCE FORM
FORM 1
EMPLOYEES NAME: _______________________________________________

DATE JOINED: ____________________________________________________

PROGRAMME: ____________________________________________________

JOB TITLE: _______________________________________________________

STATEMENT OF GRIEVANCE

______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________

SOLUTION DESIRED

______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________

SIGNATURE OF EMPLOYEE: __________________________________________________

DATE: _____________________________________________________________________

-7-

GRIEVANCE FORM
FORM 2

DEPARTMENT HEAD’S RESPONSE:

______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________

SIGNATURE: _______________________

DATE: _______________________________

DESIGNATION: _________________________________________________________________

EMPLOYEE’S RESPONSE

1. Are you satisfied with the Department Head’s response?

Yes/No

2. Do you wish to take the grievance further?

Yes/No

REASONS FOR PURSUING THE GRIEVANCE (TO STAGE 3) ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________

SIGNATURE OF EMPLOYEE: `

____________________

SIGNATURE OF EMPLOYEE REP.

____________________

DATE: __________________________________________________

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GRIEVANCE FORM
FORM 3
EXECUTIVE DIRECTOR’S RESPONSE: ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________

SIGNATURE: __________________________

DATE: _______________________________

DESIGNATION: _________________________________________________________________

EMPLOYEE’S RESPONSE

1. Are you satisfied with the response?

Yes/No

SIGNATURE OF EMPLOYEE:

_____________________________________

SIGNATURE OF EMPLOYEE REP.

_____________________________________

DATE: ______________________________________________


				
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Description: Mukhanyo Community Development Centre