Open door policies: these policies are a staple among employee handbooks and are meant to encourage communication between employees and management or human resources. So, what is your responsibility when an employee reaches out to you with concerns about working conditions, or another team member’s conduct?  The short answer to this question is “well, it depends on the situation.”  Some situations can be resolved easily, while others may require a full investigation.

When an employee approaches you with a concern or complaint, handle it in a professional manner and do not shrug it off. Take notes during the conversation and ensure the employee you will look into the situation further. While these concerns or complaints may require confidentiality, remember that you cannot promise absolute confidentiality, because you may need to bring the issue to another person’s attention in order to resolve it.

Some employee concerns or complaints can be handled simply by observing and addressing the situation. For example: one of your employees reaches out to you about a co-worker taking excessive cigarette smoking breaks and the employee believes he should be entitled to the same number of breaks, even though he doesn’t personally smoke.  What to do? Review the company’s break policy with the employee. Let the employee know that you will look into the situation further and that you will address the violation if one exists. If the accused employee is in fact violating the policy, address the situation appropriately. Progressive discipline is a best practice with these types of minor violations.

Other employee concerns or complaints may be more serious and require an investigation. These complaints include harassment, discrimination, retaliation, and wage/hour issues. Whenever you learn of these complaints, whether it be from the employee directly or a third party, be sure to reach out to your HR or legal department to ensure you are approaching the issue correctly.

Have additional questions about employee complaints and want to learn more? Reach out to The Employer Group’s HR team at 800-406-9675, or at [email protected].