Workplace Investigations: What Investigators Need to Know About Keeping Complainants Informed
As a workplace investigator, I've had my fair share of experiences with complainants who are eager to receive updates or who constantly check in for progress on their complaints. One particular case stands out in my memory.
I was conducting an investigation into allegations of workplace harassment for a large organization. The complainant, let's call her Sarah, was a diligent and proactive employee who took the complaint process very seriously. From the moment she filed the complaint, she expressed a strong desire to be kept updated on the progress of the investigation.
She would regularly check in via emails and in-person, expressing her frustration at the perceived lack of progress. Despite my efforts to keep her informed, Sarah's constant inquiries became overwhelming and hindered my ability to conduct a thorough investigation. To address the situation, I scheduled a meeting with Sarah to provide her with a comprehensive update on the investigation process and reassure her of my commitment to a fair and impartial process. After the meeting, Sarah understood the need for patience and checked in less frequently, allowing me to focus on the investigation without distractions. This experience highlighted the importance of effective communication in workplace investigations to manage complainants' expectations and build trust in the process.
As workplace investigators, our role is crucial in ensuring that complaints are properly addressed and resolved. To do so effectively, it’s important to remember to keep the complainant in the loop on what is happening in their complaint investigation.
Here are some things to keep in mind when keeping complainants informed:
The complainant has the right to make a complaint without fear of retaliation. It’s important to emphasize this to the complainant and ensure that they feel safe and protected throughout the investigation process. Let complainants know who to report to if they believe they are being retaliated against because of their complaint.
The investigation process may take some time. As an investigator, it’s important to set expectations regarding the investigation timeline. You will want to be thorough in making sure all relevant witnesses have been interviewed and documentation or evidence gathered before reaching any conclusions. Communicate with the complainant about the timeline and keep them updated on the progress of the investigation or any delays.
You will be gathering evidence or information to support the complaint. This will often include documentation, witness statement, or other relevant information. Communicate to complainant what is needed from them to support their complaint including, any potential witnesses or documentation that may substantiate their allegations.
Outside of an initial intake, you will likely interview the complainant as part of the investigation. Let complainants know this is an opportunity to gather more information about the complaint, confirm details or cross-check facts as the investigation progresses or any conflicting evidence is presented.
Confidentiality is essential. As investigators we know that stressing the importance of confidentiality is essential to protecting the privacy of those involved in an investigation. Remember to provide clear guidelines to complainants about what can and cannot be shared with others, who you will share information with and what will be shared. Doing so will ensure the complainant is not caught off guard when information is shared to facilitate the investigation process.
You may not be able to share specific details about the investigation process. Due to confidentiality concerns, it is important to let complainants know that you may not be able to share certain information about the investigation process. However, be clear about how the complainant can contact you if they have questions or concerns.
The complainant will be informed of the outcome of the investigation. Complainants have a right to be informed of the outcome of the investigation. Once the investigation is complete, communicate the outcome to the complainant and any actions that will be taken as a result. Be transparent and provide any information that the complainant is entitled to.
As workplace investigators, it’s important we remember to be empathetic, respectful, and transparent in our interactions with the complainants. Keeping complainants informed will help them stay engaged and build trust in the process.
If you found this blog helpful, do me a favor and share it with your colleagues. For more tips on creating an equitable, transparent and accountable workplace investigation process download my FREE Guide.
