Section 1- Grievance Details

Section 1- Grievance Details

After creating a new grievance, fill out this section which gives the background for the grievance - the who, what, where and when. Fill out all applicable fields and all required fields (indicated with an asterisk*).


Choosing a Grievance Category

The category field explains what type of grievance is being reported. If none of the dropdown options apply, select “other” and type the category into the given text field.
The user's selection of a category from the dropdown is restricted to only those categories that have been mapped to the user's department. See article Grievance Log Settings on how to map departments to Roles and Categories. 

If a specific user needs to choose a grievance category that is not currently mapped to their department, they need to be given the permission "View all grievances, not limited by Department". This permission is found under Settings>Users.

Once a grievance category has been chosen, the Departments to Respond field will automatically populate with any department that has been mapped to that particular grievance category.
See article Grievance Log Settings on mapping departments.

Resident

Choose the resident the grievance is about from the dropdown menu. If the resident's name is not listed, check the "Not listed" checkbox, and additional fields will appear to add their basic information.
 

Assign the Grievance

Assign someone from your organization to handle the grievance:
  1. Select someone from the "Assigned to" dropdown.
  1. The person will receive an email alert indicating that they are responsible for handling the grievance. (If the assigned person does not receive the alert, check to see if they have an email associated with their account. Go to Settings>Users.
Benefit to assigning to a specific person: While everyone listed in the "Departments to Respond" field receives an email notification when the grievance is created, it doesn't guarantee that the grievance will be acted upon.

 

Departments to Respond

Select the departments in charge of handling the grievance. All users with roles mapped to these departments will receive an email alert about the grievance.
Departments mapped to the chosen grievance category will show up automatically, but you can add or remove from the list as needed.

 

All about "Who reported this concern?"

This area is to identify who reported the grievance to the facility.
This can be the resident themselves, another resident reporting on behalf of someone else, a resident representative or an employee. (This is not the person filling out the grievance.)
  1. Reporting Anonymously - If the reporter wants to remain anonymous, select the checkbox "This concern was submitted anonymously," which exempts the person from filling out the required fields in this area.
  2. Reporter Info - Fill out the reporters name, phone, email and relationship to the resident.
 If you choose a resident from the "Resident" dropdown at the beginning of this section, a dropdown labeled "Select Contact" will appear over here, next to the "First Name" field. This provides a list of the resident's contacts. Alternatively, you can manually enter any first and last name.

 

 


    • Related Articles

    • Creating a New Grievance

      Create new grievances on behalf of the Residents or their Representatives. On the Home page, select the Grievance Log App, or click on the menu button on the top header and select Grievance Log from the main menu. From the Grievance Log Home page, ...

    • Why can’t I edit a grievance?

      After adding information to the grievance and saving, editing is only possible with the "Edit Grievance" permission, which can be accessed through Settings>User>User Details>Apps>Grievance Log. See User Setting and Permissions. Granting this ...

    • Grievance Statuses

      Follow where your grievance is holding with the 4 statuses. New When you are creating a status, before it is saved, the status is New. Submitted After the grievance is saved, it changes to the Submitted status. Under Investigation Once the Follow Up ...

    • Why is the Resolved section of Grievance Log disabled?

      There are 3 possible reasons why the Resolved section may be disabled: A grievance cannot be resolved before the Follow Up section is complete. A user can only Resolve a grievance if the user is granted the permission "Resolve Grievances" under ...

    • View your Grievance Log List

      View all your grievances on the Grievance Log list. On the Home page, select the Grievance Log App , or click on the menu button on the top header ? and select Grievance Log from the main menu. Filter by a Facility and Date Range. You can also ...