Work performance policy

Staff or customer complaint about a staff member

If a member of staff has a complaint about another staff member's work performance, they are to raise the matter with the particular person in question. If the matter is not resolved, the matter is to be raised with the Co-op Coordinator (CC). If the matter is still not resolved, the matter is to be raised at a staff meeting. If that does not solve the problem, the matter is to be brought to the Members' Council (MC), which will mediate.

If a co-op member or a non-member customer has a problem with the work performance of staff member, that person is to bring the matter to the CC, who will speak with both parties and mediate a solution that suits all parties. If this does not resolve the matter, the member or customer is to bring the matter to the MC, which will mediate the dispute.

The CC may also use the Mediation guidelines for MC below to mediate the matter.

Mediation guidelines for MC

1. In the first instance, an MC member will discuss the matter with the staff member (defendant), examine the details of the area of work performance being questioned, referring, if necessary, to the job description, and attempt to resolve the matter. If a resolution is not possible at this stage, the matter is referred to the full MC. At both stages, the defendant can invite a fellow staff member or support person to be with them and that person may speak on the defendant's behalf.
2. If the MC member feels the concern is being dealt with, but the person who originally raised the concern disagrees, that person may contact the full MC, which would then convene a mediation meeting with the defendant. Any previously recorded instances of the same or similar complaints relevant to the current complaint would be made available to the meeting. A written record of this meeting will be made and kept on file, but would remain confidential.
3. At the mediation, the defendant has a right-of-reply after information, opinions or recommendations are presented to the meeting. The MC may continue to discuss the matter in camera (in private), either at the meeting or at a later time.

Resolution

Depending on the circumstances the MC may exercise the following options:

1. To decide that the concerns raised are a non-issue, that no further action will be taken, and the record of the meeting will be destroyed.
2. To resolve the matter at a meeting with the relevant parties, which may include a plan of action or other forms of resolution.
3. To meet with the defendant, who may have a support person present, and issue a written first warning. 

At the meeting:

1. A copy of the warning letter, which describes specific instance/s or event/s that suggest the complaint has not been remedied and which may also outline standards of work required as per the staff member’s job description; how performance has varied from the job description; how performance will be monitored, and a plan of action to resolve the matter, is given to the staff member. 
2. Time is made available for the staff member to read through the letter.
3. The meeting listens to the staff member’s response to the content of the letter, without interruption.
4. Questions are asked of the staff member to clarify any unclear aspects.
5. The meeting notes points of agreement and disagreement in the warning letter.
6. The MC member verbally summarises the areas of agreement and disagreement and asks the staff member if they agree with the assessment.
7. The meeting draws up a list of improvements that need to be undertaken.
8. The MC member asks the staff member to sign the letter with any amendments, stating they agree with the content of the letter and that they will undertake to make the agreed-to improvements. If amended, the MC member and CC would also sign the letter.
9. The MC member informs the staff member that if there is a lack of improvement at the end of the next two weeks, a second warning will be issued. The MC member also informs the staff member that if the matter appears to have been resolved but were to reoccur after this second two-week period, another warning would be issued, which would constitute the second warning.
10. Both the staff member and the CC follow through on the plan over the next two weeks, at which point a followup meeting, to be attended by the staff member, CC and the MC member would be held to review progress. If the matter is resolved to the satisfaction of both parties, then no further action is taken. If not, a second warning would be issued, reiterating what tasks still require attention. This second meeting would follow points i-x, after which the MC member would inform the staff member that if there is a lack of improvement at the end of the next two weeks, a third and final warning would be issued, after which the matter, including a recommendation from the CC, would go to the MC for final adjudication, which may result in the termination of employment.