PROBLEM SOLVING AND COMPLAINT PROCEDURE: When an employee has a job related problem, we like to talk things over and give all concerned a chance to express their views freely. The employees’ supervisor will listen and help the employee solve the problem.
Everyone, from time to time, has a problem. There may be times when an employee feels that his/her supervisor has reached a wrong decision which is unfair to the employee, or that he or she did not receive something to which he or she is entitled, such as holiday pay, proper job classification, promotion, transfer, or some other matter affecting his/her job and interest.
Problem solving techniques must be utilized as a basis of good decision making.
a. Study the situation.
b. Get the facts.
c. Spot the real problem.
d. Discuss - develop answers - explain.
This problem solving plan is for employees to use in bringing their problems, questions and complaints out. The immediate supervisor and other management personnel will work with the employee in an effort to find the proper solution.
Prompt use of the complaint procedure will help us keep the good relations we all want. Employees are assured there will not be discrimination or reprimand as a result of exercising their rights under this method of problem-solving, or adjusting complaints regarding the job, interests and other conditions of employment.
Step #1: Have a talk with the supervisor and express the problem, question or complaint. He/she will deal with the employee fairly and try to solve the problem promptly at this point.
Step #2: Failing prompt and satisfactory adjustment, the employee should submit the problem to his/her supervisor in writing. He/she will be glad to talk with the employee, listen to the employees views, carefully study the problem and investigate the facts.
Step #3: If the supervisor is unable to solve the problem in a satisfactory manner, he/she will arrange for the employee to submit the problem to the Department Head for review and settlement. In the complaint process, the City Manager is the final authority for the appeal process.
If, for some reason, the employee prefers not to discuss the problem with the supervisor, he/she will arrange for the employee to leave the work area and meet with the supervisor at the next higher level.