GRIEVANCE POLICY & RESOLVING PROBLEMS PROCEDURE

1.     Introduction

1.1       Purpose

     A grievance is a complaint that may or may not be justified. It can be either formal or informal.

     The purpose of this policy/procedure is to provide a formal mechanism to resolve grievances of students and staff members of ENSAFE: INSTITUTE FOR HEALTH, SAFETY & COUNSELLING TRAINING LTD. This formal mechanism is to be used in any particular case only if the usual informal processes have failed to resolve it.

It is the objective of ENSAFE: INSTITUTE FOR HEALTH, SAFETY & COUNSELLING TRAINING LTD to encourage the prompt consultative resolution of grievance of students and staff members as they arise, and to provide orderly procedures for the formal consideration and resolution of complaints that cannot be resolved through consultation.

This set of procedures is designed to provide a well defined, yet appropriately flexible structure that recognizes and reflects the issues unique to the students and staff members of ENSAFE: INSTITUTE FOR HEALTH, SAFETY & COUNSELLING TRAINING LTD

   

1.2       Scope

     The procedure for solving problems is available for all current and former employees and students. The review process for complaints provides a means for individuals to clarify a situation that the individual perceives as a violation of the terms and conditions of the institution. 

     The main objectives of ENSAFE: INSTITUTE FOR HEALTH, SAFETY & COUNSELLING TRAINING LTD’S Grievance Policy and Resolving Problems Procedure are to:- 

1.      Resolve problems as they occur to prevent small problems from becoming serious matter;

2.      Learn from past mistakes and hence prevent and/or minimise problems from occurring in the future.

3.      Become proactive and anticipate problems before they occur and seek to put measures in place to prevent problematic situations.

4.      Avoid harm from a civil lawsuit.

5.      Provide an outlet for student/employee frustrations; they will have an opportunity to voice their complaints whether (formal/informal).

1.3       References

        ENSAFE: INSTITUTE FOR HEALTH, SAFETY & COUNSELLING TRAINING LTD will utilize the documents to be found in

        Appendix A:

1.      Student Feedback Form

2. Stakeholder Feedback Form

3. Problem Identification Form- Stakeholder

4. Problem Identification Form - Management

NB. These forms are formatted under the institution’s letterhead and given to students and/or stakeholders.

 

 

1.4       Inquiries

Inquiries can be addressed to;

The Management Director

#156-158 Coffee Street, San Fernando.

Tel. / Fax: 868-652-3383

Mobile: 868-384-4647,

Email: ensafe786@gmail.com  

Quality Assurance Officer

#156-158 Coffee Street, San Fernando.

Tel. / Fax: 868-652-3383

Mobile: 868-714-2754,

Email: ensafety@gmail.com 

2.A  Procedure (Steps)

The following set of procedures is to be followed for students, stakeholders and employees:

        Past Problems

Step 1         Students, stakeholders and employees can make oral complaints to the institution’s counsellor

Step 2         Identification of problem and recording it using the problem identification form-stakeholder which is made available to students, stakeholders and employees.

Step 3         Someone on staff will be designated by either the Director to follow-up if necessary on resolving the problem(s).

Step 4         The Quality Assurance Officer will check /monitor/ensure that the designated person provides follow-up on resolving the problem and the problem resolution form-management

Step 5         Regular reviews at general staff meetings of past problems by all to find different ways of resolving problems.

Step 6         The Quality Assurance Officer monitors to ensure that problems such as these do not occur in the future.

Potential Problems

Step 1         Avenues for anticipation of possible problems are sought from students, lecturers, stakeholders and staff members in the form of brainstorming, discussion and student feedback form.

Step 2         Past problems are examined to ascertain if they have the potential of re-occurrence.

Step 3         Quality Circles are developed by the staff members.

Step 4         Past problem solving strategies are assessed to determine their feasibility for future use.

Students are informed of the policies and procedures that are provided for them in advance.

In advance, all students/staff members/lecturers are informed about the quality issues of the institution relating to teaching, exam invigilation and dealing with students and stakeholders.