University of Pennsylvania
Workplace Issue Resolution Program
Resolving Workplace Issues Through The Workplace Issue Resolution Program
University of Pennsylvania, Division of Human Resources
The Workplace Issue Resolution Program is a special
program that gives you the opportunity to resolve work related issues with
your manager or with co-workers. This program provides different options for
you to work through issues at the early stages of conflict and address
misunderstandings that cause communication break down. The Workplace Issue
Resolution Program, with the support of the Division of Human Resources,
strives to ensure an open line of communication and thereby promotes
flexible creative solutions that are agreeable to the individuals involved
in a disagreement.
This program recognizes the importance and benefits of
problem resolution by the parties who are directly involved in the conflict
and provides several options to support that effort. All options take into
consideration that you and those you are in conflict with stand the best
chance of generating solutions that are meaningful and lasting in your
ongoing working relationships.
Through this program you may want to:
- Discuss your concerns about overall difficulties you are experiencing
as a staff member
- Address specific actions that have been taken by your supervisor which
affect the terms or conditions of your employment
- Discuss issues of concern that you are experiencing with a co-worker
(s)
The Options you have for addressing issues:
- Open Communication Philosophy
- Conference/Facilitated meetings with a University representative
- Mediation
How do these Options Work?
Open Communication Philosophy: Discussion(s) with
school/center management
The Workplace Issue Resolution Program strongly supports
efforts for open dialogue between you and the management within your school
or center by encouraging open lines of communication through various levels
with your organization. This option provides the most direct way to raise
your issues by going directly to your supervisor or higher levels of
supervision. Your supervisor may be closest to your situation and in a
position that could be helpful in working toward a solution. Ask to talk
over your problems with your supervisor.
If you believe that your
supervisor is not able to give proper consideration to the issues, and/or
you have concerns about retaliation against you, you may contact the
Division of Human Resources or a University Resource office (see list on
page 5 of these materials) to receive guidance about how to proceed.
If you are unsatisfied with your immediate supervisor's
response or need to talk to someone other than your supervisor, you may take
your problem to the next higher level of supervision. You are encouraged to
speak with the administration and management in your school or center, since
that is often the most direct way of getting matters addressed.
Conference/Facilitated Meetings with University Resources
If you feel uncertain about how to
effectively approach the management in your area or if you have approached
your supervisor, employee and/or co-worker and have not reached a
satisfactory outcome, you are encouraged to seek advice and assistance from
one of the Resource Offices at the University. A trained professional from
one of these offices can assist in addressing/resolving the issue by having
discussions with your supervisor, co-worker or other departmental
management. They may also facilitate a meeting to assist you in resolution
of the issues you raise. If the issue(s) involves a violation of federal,
state or local harassment or discrimination laws, the issue will be
investigated and/or referred to the Office of Affirmative Action and Equal
Opportunity Programs (OAA&EOP).
By consulting with a Resource Office, they may assist in
facilitating open lines of communication with management in your department.
If you choose to resolve your concerns by discussing them with your
supervisor, you should feel free to request the assistance of a
representative from a Resource Office in your discussions with management.
You may also contact Human Resources, Staff and Labor
Relations to obtain clarification and interpretation of policies and
procedures which may apply to the issues you are raising.
Mediation
Your issue may also be addressed through mediation.
Mediation is a private and confidential process for resolving conflict that
gives you the opportunity to recognize and better understand each other’s
perspectives, as well as develop communication skills that contribute to
your ability to undertake further workplace related discussions. Through
this process you will have the opportunity to be heard by a neutral person
who is not involved in you dispute. The mediators will assist you in
reaching flexible and creative solutions that are designed by you and others
directly involved in the issue, thereby making it easier to follow.
Mediation is an excellent way to recognize and better understand each
other’s perceptions, as well as develop communication skills that will
strengthen your ability to resolve future workplace related issues. All
agreements are voluntary and all other options for settlement are still open
to you if mediation does not result in a satisfactory outcome. While
mediation is challenging, the process has the potential to bring parties
with different points of view closer together.
Mediation can be initiated thought a request or
recommendation. Your supervisor or co-worker may request mediation.
Additionally, you may either request it or you may be referred to mediation
by Human Resources or any other resource office. Mediation may be
recommended for most disputes that involve your supervisor or your
co-worker. There may be situations in which mediation is not appropriate.
If mediation is recommended or you desire to try
mediation, Human Resources will facilitate the selection of two trained
volunteer mediators to co-mediate your dispute. The selection will be drawn
from a trained pool of mediators at the University Mediation Program. The
mediators are neutral facilitators who will assist you and those you are in
conflict with to reach your own settlement. The mediators will not render
any final and binding decisions. Rather, you and other concerned parties
will work toward agreeing on your own solutions.
The mediators will contact you and the other parties
involved to set up the session(s). The necessary and basic information that
mediators will need to conduct the mediation will be provided by Human
Resources. In the initial part of the mediation process, to insure
neutrality, you and the other participants will not speak to the mediators
before the first meeting. The mediators will not have in-depth prior
knowledge of the issues or facts. This allows for the mediators to be
unbiased and open-minded when entering into the process. However, in cases
where more than one meeting is necessary, it may be appropriate for the
mediators and the participants to have some discussion between sessions.
When you sit down with the mediators, they will explain
their roles and the structure of the process. The mediators will then ensure
that you and other participants will each have an opportunity to convey your
issues without interruption. Once you have each stated your issues, you will
then discuss them and respond to each other’s concerns, and possibilities
for meeting each other’s interests and needs.
Throughout the process, the mediators will facilitate the
identification of issues, communication of interests and assist in creating
and exploring options for resolution. The mediator will also ensure that
each concerned party understands and is comfortable with proposed solutions.
Where applicable, the mediators will check with Human Resources to make sure
that all proposed solutions are legal, in compliance with University policy
and feasible.
If agreement on any or all of the issues is reached, and
you and other participants are ready to propose a final agreement, the
mediators will assist in developing a written agreement, which will be
signed by all participants of the process, including the mediators. You and
the other party as well as Human Resources will receive a copy of the
mediated agreement. All notes other than the written agreement will be
destroyed by the mediator as soon as the session is finished. Mediation
sessions are not taped.
Retaliation
You may not be retaliated against for utilizing the
options of the Workplace Issue Resolution Program. The University considers
any such action(s) a serious offense and a violation of University policy.
Violators will be subject to appropriate disciplinary action, up to and
including termination. If you feel you have been retaliated against, you
should feel free to contact Human Resources or OAAEOP
Allegations of illegal discrimination
In cases where an allegation of unlawful discrimination
is not the sole issue for resolution, but is a part of the issue to be
resolved, you may continue with mediation and defer notification to or
action by the OAA&EOP pending the outcome of the mediation. If you elect
to contact or desire resolution by the OAA&EOP, the mediation will be
postponed pending any action by that office. If both parties agree, in cases
where there is not a finding of illegal discrimination by the OAA&EOP,
the parties are able to use mediation to address any underlying issues.
Issues that may not be addressed through the
Workplace Issue Resolution Program are:
- Determination of base salary/salary increases, or claims of salary
inequities, job grading and classifications
- Selection for jobs or reassignments
- Performance Appraisal
- Decisions resulting in restructuring or position discontinuations
NOTE: Staff members whose employment with the
University is terminated will not be afforded the opportunity to mediate the
concerns they have regarding the termination. Any concern regarding the
termination must be raised within ten (10) working days from the date of
termination. In these cases a staff member may request a panel hearing.
University Resources
Here is a list of resources you may contact to assist you with your
issue:
Division of Human Resources
Suite 527A, 3401 Walnut St/6228
215-898-6093; 215-898-6019
http://www.hr.upenn.edu/
African American Resource Center
3537 Locust Walk/6225
215-898-0104
http://www.upenn.edu/aarc/
Lesbian Gay Bisexual Transgender Center at Penn
3907 Spruce Street/6031
215-898-5044
http://www.vpul.upenn.edu/lgbtc/
Office of the Ombudsman
113 Duhring Wing/6303
215-898-8261
Penn Women’s Center
3642 Locust Walk/6230
215-898-8611
www.vpul.upenn.edu/pwc/
Office of Affirmative Action & Equal Opportunity
Programs (OAA&EOP)
3600 Chestnut St., Sansom Place East, Suite 228/6106
215-898-6993
http://www.upenn.edu/affirm-action/
Employee Assistance Program (EAP) and Worklife
Benefits
1-888-321-4433