VII. 710 - Problem Resolution

Drury is committed to providing the best possible working conditions for its staff members. Part of this commitment is encouraging an open and frank atmosphere in which any problem, complaint, suggestion, or question receives a timely response from Drury supervisors and management.

Drury strives to ensure fair and honest treatment of all staff members. Supervisors, managers, and staff members are expected to treat each other with mutual respect. Staff members are encouraged to offer positive and constructive recommendations.

If staff members disagree with established rules of conduct, policies, or practices, they can express their concern through the problem resolution procedure. No staff member will be penalized, formally or informally, for voicing a complaint with Drury in a reasonable, business-like manner, or for using the problem resolution procedure.

If a situation occurs when staff members believe that a condition of employment or a decision affecting them is unjust or inequitable, they are encouraged to make use of the following steps. The staff member may discontinue the procedure at any step:

  1. The staff member presents the problem to the immediate supervisor after the incident occurs. If the supervisor is unavailable or the staff member believes it would be inappropriate to contact that person, the staff member may present the problem to the Human Resources Department or the appropriate Vice-President.

  2. The supervisor responds to the problem during discussion or after consulting with appropriate management, when necessary. The supervisor documents discussion.

  3. The staff member presents the problem to the Human Resources Department if the problem is unresolved.

  4. The Human Resources Department counsels and advises the staff member, assists in putting the problem in writing, visits with the staff member's manager(s), if necessary, and directs the staff member to the Appeals Committee for review of the problem other than matters involving disciplinary action.

  5. The staff member presents the problem to the Appeals Committee in writing.

  6. The Appeals Committee reviews and considers the problem. The Appeals Committee informs the staff member of the decision and forwards a copy of written response to the Human Resources Department for the staff member's file. The Appeals Committee has full authority to make any adjustment deemed appropriate to resolve the problem.

Not every problem can be resolved to everyone's total satisfaction, but only through understanding and discussion of mutual problems can staff members and management develop confidence in each other. This confidence is important to the operation of an efficient and harmonious work environment, and helps to ensure everyone's job security.

The Appeals Committee is comprised of senior staff members.