Procedures

Complaint Resolution procedures list the appropriate steps for presenting employee or volunteer complaints regarding conditions of work, interpretation of policies and procedures, or any other personnel matter related to employment that is not specifically covered by the grievance or civil rights policies.

1. Any employee or volunteer may present a complaint. Any employee or volunteer who feels that he/she has a complaint must first communicate this with his/her immediate supervisor. The supervisor will then counsel the employee on the appropriate plan of action based on the complaint. In every instance, the supervisor and the employee are encouraged to settle the matter themselves.
2. A complaint regarding an immediate supervisor may be presented to the next level supervisor or to the Human Resources Department. The next level supervisor or Human Resources will then counsel the employee on the appropriate plan of action based on the complaint. Additionally, if an employee is dissatisfied with his/her immediate supervisor’s response to the complaint, he/she may present his/her complaint to the next level supervisor or the Human Resources Department.
3. This plan of action may include requiring that the employee present the complaint in writing. If Human Resources deems it necessary, Human Resources will conduct an investigation into the complaint. Human Resources will document any investigation undertaken as the result of a complaint and will communicate the results of the investigation to the complaining employee.
4. Should an employee have a complaint against Human Resources, such a complaint should be made to the Executive Director. The Executive Director will investigate the complaint as necessary and communicate the results of the investigation to the complaining employee.
5. Should an employee have a complaint against the Executive Director, such complaints should be sent to the Metropolitan Library Commission at: http://www.metrolibrary.org/commission/contact