This information provides step-by-step guidance for case managers / grievance officers to manage grievance cases within the iTrent Case Management module. When you are assigned as the Grievance Officer / Case Owner of a grievance case you will receive an email notification informing you that you have a new case.
The guidance explains how to:
- Access grievance cases
- Add and update notes
- Upload and manage attachments
- Close cases
- Update position reference number in User Defined Fields (UDFs)
Examples shown are for illustrative purposes only. Please ensure that all information recorded in a case is accurate and specific to the individual case.
Important:
Grievance cases are time sensitive. Each stage has an allocated due date. Where a stage cannot be completed within the allocated timeframe, a note explaining the reason for the delay must be added for reporting and audit purposes.
This guidance should be in line with the grievance Policies and Procedures and Grievance Procedure – Manager’s Guide.
Glossary
The following acronyms are used routinely in the Case Management module
UDF – User Defined Field
OH – Occupational Health
Appt – Appointment
DMT report – Departmental Management Team Report
SAM – Supporting Attendance Meeting
RTW – Return to Work
EAP – Employee Assistance Programme
CM – Case Owner (this is the Grievance Officer)
GO – Grievance Officer
HRSC – Human Resources Service Centre
IO – Investigating Officer
DO – Disciplinary Officer
AO – Appeals Officer
TOR – Terms of Reference
IRD – Inter Agency Referral Discussion
ERO – Employee Relations Officer
ERA – Employee Relations Advisor
SOSR – Some Other Substantial Reason
SRA – Stress Risk Assessment
TI rep – Trade Union Representative
GTCS – General Teaching Council for Scotland
PVG – Protecting Vulnerable Groups
SSSC – Scottish Social Services Council
Acted Upon – The employee who is absent or under investigation in a disciplinary case.
Email notification of a new case
When you are appointed the Grievance Officer for a new grievance case you will receive the following email notification:
If a case becomes overdue you will receive this email notification:
Login to iTrent and select your Case Management – HR role.
Select Cases to navigate to the Case Management dashboard.
- The green banner indicates the number of open, flagged and over-due cases. As well as the number of cases opened and closed in the current week.
- Case details: departmental details, raised and due dates, case type etc are displayed in the columns of each case.
Use the “More Filters” drop-down menu to filter cases
Cases can be sorted using the Sort drop-down menu.
Click on the Structure item 3 title to access the case you would like to update.
Grievance cases are split into the following stages:
- Informal
- Investigation
- Outcome Issued
- First Appeal
- Outcome Issued
- Mediation
- Second Appeal
- Outcome Issued
Cases should be managed within the due dates.
Click on the Case Title (eg. Joe Bloggs) to navigate to the Case Management homepage
- Click the three dots to access the stage menu
- Select “Add note”
- Add your note to the Note Window
- Click the Add note (arrow) button to add the note to the case
- The date and time stamped note is added to the case.
The position reference number of the person who raised the grievance case must be added to the User Defined Fields. If the person who raised the case has multiple roles in the council please ensure the position reference number that is added to the case is relevant to the case.
To find your employee’s position reference number access your staff from your People Manager profile.
Use the Search function to open the employee’s profile.
Click the job role of the employee to access the Position Details windo. Please ensure you select the correct role when an employee has more than one position.
Enter the date into the Effective date window then click OK to view the Position details of the employee.
Copy the Position reference number to your clipboard.
Access the Case profile of the absent employee.
Click the Add UDF Details widget to access the ‘Add UDF details – Greivance’ window.
- Enter the six digit position reference number of the employee who raised the grievance.
- The Grievance reason and Investigating Officer details are added by HR when the case is created in Case Management.
- If the investigation outcome is appealed the appeals officer(s) details will be added at a later date by HR.
- If a Trade Union rep becomes involved in the case the details will be added by HR as require.
- Click Save to update the UDF details.
As the Case Manager you are responsible for attaching forms and letters to the case e.g. the Appeal Outcome forms. You can find templates for grievance forms on My Council Works.
- Click the three dots to access the stage menu
- Select Add attachment
- Document: add document title
- Document: type: select Case Management Documents from the drop-down menu
- Use Choose files to search and add your attachment
- Click Save to upload your attachment.
To delete an attachment hover over the attachment and click the delete icon.
Click OK to remove the attachment.
When a Grievance case is concluded the case is closed in Case Management with the most appropriate reason.
- Click the three dots to access the stage menu
- Select Close case
Use the drop-down menu to select the most appropriate reason for closing the case.
When closed the case status is updated to Closed.
Further assistance
If you require assistance, contact the Employee Relations / HR team via email or the HR helpdesk.