Resolution of workplace complaints
Last updated: July 24, 2025
Scope
Managers or unit HR administrators may engage in local complaint resolution to address general employee workplace concerns. When the concern is specifically addressed by an administrative or contractual procedure, those procedures must be used, including: CBA or union contract grievances, whistleblower complaints (APS 47.1), allegations of scientific misconduct (EO No. 61), discrimination and harassment complaints (EO No. 81), or Faculty member rights under the Faculty Code and Governance, Chapters 27 and 28.
Employees may request assistance
Although employees are encouraged to handle interpersonal conflicts by speaking directly to the individual who is the subject of their concern as a first course of action, sometimes support in resolving a situation may be needed. Individuals who wish to receive assistance in resolving workplace concerns may share their concerns with their manager or unit HR administrator. If an employee determines that their concern cannot be addressed by their manager or unit HR administrators (campus), HR consultants are available to engage in investigation and resolution and to offer resources and/or referrals to appropriate personnel or offices.
Employees are encouraged to address concerns constructively and in a timely manner, and to seek resolutions through appropriate University channels.
Local resolution overview
The goal of local resolution is to address and resolve workplace concerns quickly and directly and to stop any inappropriate conduct that may be taking place. Managers and unit HR administrators work with the unit’s assigned HR consultant to identify which resolution approaches may be appropriate for the reported concerns. Resolutions may include offering appropriate resources, providing consultation and coaching, or providing other employee and/or unit supports. In some cases, conducting an initial fact-finding inquiry into the matter or conducting a broader workplace investigation may be warranted.
Resolution time frames will vary based on the circumstances and complexity of the matter, and if an investigation is conducted, how quickly relevant information can be obtained, reviewed and analyzed.
Who is involved?
Resolutions typically involve discussions with:
- The individual bringing the complaint (complainant), to learn about their concerns and their preferences for resolving them;
- The employee(s) whose behavior is the subject of the complaint (respondent); and
- Others that may have relevant information, as needed.
Generally, the complainant, respondent, manager or administrative unit head will be provided with a summary of the allegations. If a complaint is investigated, the findings will also be provided to the parties and unit head. As warranted, a respondent may receive corrective action in accordance with their employment program.
Retaliation protection
The University prohibits retaliation against individuals who report workplace concerns or participate in University complaint procedures. An employee who engages in retaliatory conduct is subject to appropriate corrective action, including dismissal.
Use of work time
Employees may use work time to participate in University complaint resolution processes when both of the following apply:
- The request is for a reasonable amount of time.
- The request has been approved in advance.
Confidentiality
The University strives to limit information about complaints to those with a business need to know. However, public records law, and some legal processes may require the University to disclose certain University records. Employees concerned about confidentiality are encouraged to consider discussing their concerns early in their exploration of resolution options or contact the confidential resources listed below.
Employee responsibility to cooperate
University employees are required to participate, provide information as requested, and otherwise fully cooperate with University complaint resolution processes.
Manager responsibilities
Managers are expected to model professional and ethical conduct and ensure compliance with University policies and procedures. Managers are expected to promptly address workplace concerns or misconduct that they learn about in their areas by taking appropriate steps to understand the concerns, directing employees to appropriate resources, seeking assistance when needed, and documenting the efforts taken to address the issue.
When receiving employee reports:
Managers should be attentive, responding with empathy to their employees’ concerns while seeking to understand the nature of the issue. Listen carefully, and capture key details, such as:
- Who was involved?
- When did the event occur?
- What happened/what was said?
- Where did the event take place?
- What were the impacts of the event on the employee, workgroup, or others?
The Manager should confirm with the employee that they have captured those details accurately and objectively. It is alright to be uncertain about what comes next if the matter is complex or involves allegations of serious misconduct. In these cases, managers should reassure the employee that they take the concern seriously, that the manager will be seeking guidance from HR and that the manager will follow up with the employee to discuss next steps.
When a report includes allegations of discrimination or harassment:
If a report includes allegations of discrimination, discriminatory harassment, or other conduct prohibited by EO No. 81, please refer to the Office Civil Rights and Compliance (CRC) for guidance in responding to and reporting such conduct to the CRC.
When resolving the concern through local resolution:
Managers are expected to be proactive in addressing the concerns and seeking assistance from their unit’s HR administrator or HR consultant as appropriate. Managers should continue to treat the parties fairly and ensure the appropriate measures are in place to stop any misconduct that may be occurring and to minimize workplace disruptions.
Confidential resources
- The WA Employee Assistance Program (WA EAP) supports PEBB-eligible University of Washington employees and their household members to help identify and resolve personal concerns to promote individual and workplace wellbeing.
- The Office of the Ombud is an informal resource that provides high-quality, client-focused services for preventing, managing, navigating and resolving conflict at the UW while also working to improve the fairness and effectiveness of the University’s systems and operations.
Disability accommodations
Employees with disabilities requiring accommodation to participate in University complaint resolution processes should contact the Disability Services Office.
Related policies
Executive Order No. 81, “Prohibiting Discrimination, Harassment, and Sexual Misconduct”