NERPSA STAFF RESOURCES

Staff concerns, complaints and grievances

Self-triage and decision guide

Work through one decision at a time. You will receive a recommended next step and a full report showing everything you selected and did not select.

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START

Before you begin

This questionnaire helps you decide what you are raising, what should happen first and whether the central staff form is the right next step.

This questionnaire does not report anything

Your answers stay in this browser. Nothing is sent to NERPSA until you choose to open and submit the separate central staff form.

Safety action cannot wait

If anyone is in immediate danger, call 000. If a child may be unsafe, follow the child-safety pathway and make any required report. Do not wait to finish this questionnaire.

I understand that this is a private decision guide and not a report to NERPSA, Police, Child Protection, VECRA, WorkSafe or another authority.

STEP 1

Safety comes before the grievance process

Does anyone need urgent help right now?

Choose one.

YesSomeone is in immediate danger, seriously injured or needs urgent police or medical help. NoThere is no immediate danger requiring emergency services.

Stop and act now

Call 000.
Move people away from danger where it is safe to do so.
Arrange first aid or urgent medical help.
Notify the Nominated Supervisor and relevant Education Manager or NERPSA Manager as soon as it is safe.
Follow the relevant emergency, incident, child-safety or OHS procedure.

I have taken the immediate action required, or the emergency has been addressed.

Does this involve, or could it involve, the safety, wellbeing, rights or treatment of a child?

Choose “Yes or unsure” for a disclosure, allegation, suspicion, unsafe practice, possible abuse or neglect, grooming, harmful sexual behaviour, inappropriate conduct, boundary concern, inadequate supervision or other possible harm.

YesThis involves a child-safety concern. Yes or unsureI am concerned and need child-safety advice. NoThis is only a staff workplace matter.

PROTECT • FOUR CRITICAL ACTIONS

Child safety must be dealt with now

If you witness an incident, receive a disclosure or form a reasonable belief or suspicion that a child has been, is being or may be at risk of abuse or harm, you must act. You do not need proof.

Respond to the emergency. Call 000 where required. Protect the child from further harm and arrange safe supervision or first aid.

Listen and preserve. Stay calm, listen without leading questions, do not promise secrecy, record the child’s words accurately and preserve original evidence.

Report to authorities. Contact Victoria Police and/or DFFH Child Protection where required. Your internal report to NERPSA does not replace your own legal obligation.

Notify NERPSA immediately. Tell the Nominated Supervisor and relevant Education Manager or NERPSA Manager. NERPSA will assess VECRA, Social Services Regulator, VIT and other organisational notifications.

Document and support. Securely record facts, actions, contacts, advice and report numbers. Continue safety planning and support for the child.

Child-safety contacts and important instructions

Emergency000

Victoria PoliceLocal police station, or 000 in an emergency

DFFH Child Protection — East Division1300 360 452 during business hours
13 12 78 after hours

VECRA1300 307 415 — NERPSA’s Approved Provider pathway manages service notifications

Education Managerseducation1@nerpsa.com.au
education2@nerpsa.com.au

NERPSA Manager / HRmanager@nerpsa.com.au
hr@nerpsa.com.au

Do not investigate. Once a reasonable belief is formed, investigation is for Police, Child Protection or the authorised organisational process.

Before contacting parents: seek advice from Police or Child Protection where a report has been made. Do not contact a parent, alleged person or potential witness if doing so could increase risk or interfere with an investigation.

Further information: further reasonable grounds may require another report, even where authorities are already involved.

What prompted the child-safety concern?

Select all that apply.

Witnessed incident or unsafe practiceI directly saw or heard something concerning. Disclosure or allegationA child or another person told me something. Signs, indicators or patternBehaviour, injuries, interactions or circumstances caused concern. Treatment, supervision or boundariesI am concerned about conduct, supervision, grooming, boundaries or a child’s rights. Unsure but concernedI need advice and will not dismiss the concern.

Where might the harm or risk have come from?

Choose one.

Adult connected with the serviceStaff member, contractor, volunteer, student or other adult. Another childIncluding harmful sexual behaviour or other serious harm. Family or householdParent, carer, family or household member. Community or onlineA person or risk outside the service and family. UnknownI cannot yet identify the source.

What is the external-reporting position?

Choose one.

Report madePolice and/or Child Protection was contacted and the advice or reference number was recorded. Another person reportedI confirmed the report was made and all grounds for my belief were included. Advice being obtainedI am speaking with Police, Child Protection or an authorised NERPSA leader now. No external report currently requiredThis is based on advice or a documented assessment, not an assumption. Not yetI need to stop and seek advice or make the report now.

What has happened within NERPSA?

Select all that apply.

Nominated Supervisor notifiedThe service can take immediate protective action. Education Manager notifiedThe relevant Education Manager has been contacted. Manager or HR notifiedmanager@nerpsa.com.au or hr@nerpsa.com.au has been contacted. No one yetI need to notify NERPSA immediately.

What is the documentation position?

Choose one.

Secure record completedIt records facts, actions, contacts, advice and report details. Record in progressImmediate protection and reporting occurred first. Not yetI still need to make the secure factual record.

I understand that the grievance process does not replace child-safety action. I have followed the required process or I am stopping now to obtain advice, report, notify NERPSA and document the concern.

STEP 2

What are you asking NERPSA to receive?

Frustration, debriefing and “having a whinge”

The word “whinge” is not a formal classification. Sometimes a person needs to vent, debrief, test their thinking or ask for support. That is valid, but it is not automatically a complaint or grievance. If you are not asking NERPSA to assess a specific issue, make a decision, manage a risk or consider a remedy, advice or informal support may be the better pathway.

A genuine safety issue, repeated unreasonable conduct, discrimination, retaliation, bullying, serious misconduct or legal duty must never be dismissed as ordinary frustration.

Which option is closest to what you need?

Choose one. This is your preliminary view—not NERPSA’s final classification.

Provide information onlyI want NERPSA to know something, but I am not currently asking for a finding or remedy. Ask for advice or supportI want guidance, wellbeing support or help preparing for a conversation. Raise an informal concernI want an issue addressed early without a formal finding or investigation at this stage. Make a formal complaintI am expressing dissatisfaction and want NERPSA to formally assess, decide, act or respond. Make a formal staff grievanceA workplace issue affects me personally and I want a formal employment-related response. I am unsureI need NERPSA to help identify the appropriate pathway.

Can you identify a specific issue?

A specific issue may be words or conduct, a decision, something not done, a workplace process or condition, or an employment matter.

YesI can identify it clearly. PartlyI need to clarify it. NoThis is general dissatisfaction or frustration.

How is it connected to your workplace?

Choose one.

It affects me as an employeeThis may involve treatment, working relationships, workload, a process, employment conditions or a management decision. It is a broader workplace issueIt may not affect me personally, but I believe NERPSA needs to know. It is mainly outside my employmentA service complaint, external or other pathway may be more appropriate. I am unsureI need help identifying the connection.

STEP 3

What pathway and level of response might be needed?

Could another pathway apply as well?

Select all that apply.

OHS, psychosocial safety or occupational violenceBullying, aggression, violence, threats, traumatic exposure, unsafe work or another health and safety risk. Possible protected disclosureSuspected illegal, corrupt, fraudulent or other serious improper conduct. Privacy or information incidentUnauthorised access, disclosure, loss or misuse of information. Pay, leave, classification or employment entitlementA payroll, award, agreement, contract or employment-condition question. Industrial disputeThe VECTEA, Children’s Services Award, NES or another industrial dispute process may apply. None of theseThis appears to be a general workplace concern, complaint or grievance.

Seriousness is assessed from the facts

A matter is not serious only because someone feels strongly, is upset or uses the word “serious”. NERPSA considers the conduct, risk, effect, frequency, available information, legal duties and whether formal findings or protective action may be required.

Which indicators genuinely apply?

Select all that apply.

Safety riskA child or another person may be at risk of harm. Possible significant misconductViolence, threats, bullying, discrimination, harassment, retaliation, dishonesty or a serious breach may be involved. Repeated or escalating behaviourThe conduct has occurred more than once or is becoming more serious. Significant effectThere is a substantial effect on health, safety, employment or service operations. Formal action may be neededInvestigation, findings, protective action or external notification may be required. No current seriousness indicatorThe matter may still need advice, early resolution or an ordinary workplace response. Genuinely unsureI need NERPSA to assess the facts.

What is the pattern?

Choose one.

Single event or decisionOne occurrence or identifiable decision. Repeated or ongoingSimilar conduct or the same issue occurred more than once. EscalatingThe frequency, seriousness or effect is increasing. Unknown or not applicableI do not know, or frequency is not relevant.

What is your information based on?

Select all that apply.

Direct observation or experienceWhat I personally saw, heard or experienced. Documents or recordsMessages, emails, rosters, records or other material. Information from another personI understand this is second-hand information. Concern, suspicion or inferenceI can explain the facts or circumstances behind it. Not separated yetI still need to distinguish facts, records, second-hand information and assumptions.

What effect is it having?

Choose the closest option.

Frustration or inconvenienceNo identified ongoing work, health or safety effect. Ongoing workplace effectCommunication, duties, relationships, attendance or operations are affected. Health or safety effectThere is an identified physical or psychological hazard, harm or risk. Effect on a child or childrenSafety, rights, wellbeing, supervision or service practice may be affected. UnsureI need help assessing the effect.

STEP 4

Can the matter be addressed directly?

Do not approach the person when it may be unsafe or inappropriate

Direct discussion is not required for child-safety concerns, serious misconduct, violence, threats, bullying, discrimination, harassment, retaliation, a significant power imbalance, possible evidence interference or any situation where contact may increase risk.

Have you raised the issue with the person involved?

Choose one.

Yes, and it was resolvedNo formal action is currently needed. Yes, but it remains unresolvedI can explain what was discussed and what happened next. I triedThe discussion was not possible, unsuccessful or made things worse. Not yet, but it appears safeI may need to prepare for a respectful conversation. No, it is unsafe or inappropriateI need to use the management or reporting pathway.

Prepare for a respectful conversation

1Pause. Be calm enough to speak professionally.

2Use facts. Identify the specific words, conduct, decision or issue.

3Choose privacy. Speak away from children, families and unnecessary listeners.

4Use an I-statement. Explain what happened, its effect and the reasonable change requested.

5Listen. Ask questions and consider the other perspective.

6Agree and follow up. Confirm who will do what and when.

Try: “When [specific thing happened], I [effect or concern], because [why it matters]. Could we [reasonable next step]?”

Avoid: personal labels, “you always”, “you never”, insults, accusations about motives, shouting, hostile messages or involving people who do not need to know.

Are you prepared for the conversation?

Select each statement you can honestly confirm.

I can describe the issue using facts rather than labels or assumptions. I can communicate calmly and respectfully. I will choose an appropriate private time and place. I can use an I-statement. I am prepared to listen and clarify. I can ask for a clear and reasonable next step. I will protect privacy and will not gossip or recruit others to take sides.

STEP 5

What are you asking NERPSA to do?

A useful submission explains the response, support or outcome being requested. You do not need to know the exact solution.

What would you like NERPSA to consider?

Select all that apply.

Hear and assess the issueI want NERPSA to understand it and decide the pathway. Clarify information or expectationsI want a process, direction, decision or condition explained. Correct an errorI want an identified record, pay issue, process or decision checked and corrected if needed. Improve communication or a working relationshipI want facilitated discussion, clearer expectations or agreed boundaries. Address a risk or recurring issueI want reasonable controls or action considered. Review a decision or processI can identify what I want reviewed and why. Consider formal assessmentI believe fact-finding, investigation or findings may be required. Provide supportI need wellbeing, communication or workplace support. Explain my optionsI am unsure what a reasonable response would be.

What NERPSA decides

You may ask NERPSA to consider clarification, correction, support, facilitated resolution, risk controls, review or formal assessment. You cannot decide the final classification, investigator, findings, disciplinary action or confidential information disclosed about another person. Raising a grievance does not guarantee a preferred outcome.

I can explain the outcome I am seeking, or I will clearly ask NERPSA to explain the available options.

STEP 6

Are you ready to use the central staff form?

Tick each item you can provide. Unticked items will appear in your report so you can see what still needs attention.

Specific issueI can identify the action, conduct, decision, omission, process or workplace condition. Reason for raising itI can explain why it is a concern, complaint or grievance. Dates and locationsI can provide them, or explain why they are unknown. People involvedI can identify relevant people and witnesses where known. Information basisI can separate direct observations, records, second-hand information and assumptions. Separate examplesI can describe each allegation or issue rather than relying on a broad label. Steps already takenI can explain what I have already tried or why direct resolution was inappropriate. Relevant materialI can identify records or evidence without altering, deleting or circulating it. Outcome soughtI can describe the reasonable response or support requested. Professional conductI will keep the matter confidential and will not investigate, gossip or post online.

If you cannot tick everything

Go back and address the missing areas before making a formal grievance where reasonably possible. It is acceptable for information to be genuinely unknown—say that clearly rather than guessing. Do not delay urgent child-safety, OHS, statutory or evidence-preservation action while preparing a grievance.

RESULT

What NERPSA will do after receiving the central form

Acknowledge and review the information.
Check immediate, child-safety, OHS and legal duties before ordinary grievance steps.
Determine the correct classification. More than one pathway may apply, and the staff member’s selected label is not final.
Choose the response, which may include advice, early resolution, management action, risk controls, fact-finding, investigation, another industrial or policy process, external notification or no further action.
Explain the next steps and reasonable timeframe.
Provide an appropriate outcome. Privacy, procedural fairness and employment obligations may limit what can be shared about another person.

Your decision-making report

The report shows every available response and whether it was selected. You can print it or save it as a PDF.

I confirm that I completed this self-triage and understand that NERPSA will determine the final classification, pathway and response.

Continue to central staff form

Staff concerns, complaints and grievances

Before you begin

This questionnaire does not report anything

Safety action cannot wait

Safety comes before the grievance process

Stop and act now

Child safety must be dealt with now

What are you asking NERPSA to receive?

Frustration, debriefing and “having a whinge”

What pathway and level of response might be needed?

Seriousness is assessed from the facts

Can the matter be addressed directly?

Do not approach the person when it may be unsafe or inappropriate

Prepare for a respectful conversation

What are you asking NERPSA to do?

What NERPSA decides

Are you ready to use the central staff form?

If you cannot tick everything

Your decision-making report

Child safety is paramount

Acknowledgement of Country

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