• What if I'm not happy about something?
• Concerns and Complaints
• Concerns and Complaints about Job Focus
• Concerns and Complaints at work
• Conflict
• Conflict with someone at Job Focus
• Conflict with someone at work
• Independent Support

What can I do if I'm not happy about something?

Please talk to someone about it!

It is your right to have concerns and complaints listened to and taken seriously and to have conflicts resolved. Job Focus is keen to make sure that our clients feel that they can tell us when they have a concern, complaint or conflict. We are committed to treating our clients' concerns, complaints and conflicts seriously, keeping them private, and working to a satisfactory resolution.

Whenever you raise a concern, complaint or conflict, you can get a friend or family member to support you, or we can help you to find an independent person to support you. It is always better to speak up when you first have a concern or a complaint and it is important not to over-react nor to jump to conclusions before hearing both sides of any story.

Concerns and Complaints

Concerns and complaints may be about Job Focus or about something at your work. The first and most important thing to do is to tell someone - sooner rather than later

Concerns or complaints about Job Focus

STEP 1

Tell your Case Worker about it. If you don't want to talk to your Case Worker about it, or you have tried that and it hasn't helped, talk to the Manager about it.

STEP 2

Your Case Worker or the Manager will suggest steps to take, and you can suggest things to do too. When we agree about what we are going to do, we will plan the steps to take, write them down, and set dates to review our progress.

STEP 3

We will meet with you at the agreed times to monitor our progress toward addressing and resolving your concern or complaint. If our plan is not working, we will discuss other steps to take and then try them

Concerns or complaints about your job or work place

STEP 1

Unless you are confident about pursuing the matter alone, you should tell your Case Worker who will support and advise you.

If you have a concern, the first thing to do is talk to the person who is most involved and see if you can fix it by talking it through.

If you have a complaint, your workplace will have its own complaints procedure. You should get a copy of this first and read it or get it explained to you.

STEP 2

Your Case Worker will support you to pursue your complaint using your workplace's complaints procedure.

Most complaints procedures are basically the same and you should expect an agreed plan of action with set timeframes.

Conflict

Conflict is a normal part of life, and you should expect a bit of conflict at work.

Some conflict cannot be resolved and sometimes the best we can do is agree to disagree. Often it helps just to talk it through with the person involved.

Conflict with someone at Job Focus

Talk to the person with whom you have a conflict. If you don't want to talk to that person or if you have already tried and it didn't work, talk to your Case Worker or to the Manager. They will support you to resolve the conflict.

Conflict with someone at your work

Your Case Worker will support and advise you about the best ways to deal with conflict at work.

Independent Support

If you can't resolve a complaint or conflict using the steps described in this brochure, we can help you to contact an independent organisation to support and advise you, such as an advocacy service, a legal service, a trade union or a government department.

You will find details of some of these on our links page, in our office brochure stand, or your Case Worker can help you find one.