Grievance Management

Introduction#

Grievances are the complaints that have been formally registered by the employees/students of a university. Samarth Grievance modules help to cater and resolve all the grievances made by the employees/students of a university.

Dashboard#

It gives an overview(count) of the Number of grievances(newly reported/pending/resolved), Category wise grievance, grievance by members, levels, etc.

Settings#

This section contains the configuration detail related to the Grievance Management module. Users with the role grievance_admin_staff or grievance_admin_student can access it. Below are the settings available in the Grievance module:

Grievance Category#

In this field, all the categories of grievance are defined.

Add Grievance Category#

Admin can add a new type of category by clicking on the “Add Grievance Category” button present on the top right side of the portal and fill in the required details:

1. Name

2. Category Type(Student/Employee)

3. Status(Inactive/Active)

4. Visible(Yes/No)

View Grievance Category#

Admin can only view the details by clicking on view icon available in front of every entry.

Update Grievance Category#

Admin can edit/update the details by clicking on the edit icon available in front of each entry.

Grievance Committee#

In this field, all the types of committees created to resolve different types of grievances are defined.

Add Grievance Committee#

Admin can add a new type of category by clicking on the “Add Grievance Committee” button present on the top right side of the portal and fill in the required details:

1. Name

2. Short Name

3. Status(Inactive/Active)

View Grievance Committee#

Admin can only view the details by clicking on view icon available in front of every entry.

Add Grievance Committee Members#

Admin can add members to the committee by clicking on the “Add Members” button present on the top right side of the portal and fill in the required details:

1. Chairman(select from the drop-down and can add multiple members by clicking on “+” icon)

2. Institute Members(select from the drop-down and can add multiple members by clicking on “+” icon)

3. Non-Institute Members details(Can add multiple members by clicking on “+” icon)

   a. Name

   b. Deartment

   c. Designation

   d. Email

   e. Mobile

4. Effective Date(Select from the calendar)

5. Approved On(Select from the calendar)

6. Approved Till(Select from the calendar)

7. Upload

Update Grievance Committee#

Admin can edit/update the details by clicking on the edit icon available.

Dissolve Committee#

Admin can dissolve the grievance committee by clicking on the cross icon prompting to be sure if you want to dissolve the grievance committee, after dissolution you can not work with it again. OK for dissolving the grievance committee or Cancel to cancel the operation.

Note: Once the committee is dissolved then all members associated with that committee are also dissolved.

Dissolve Members#

Admin can dissolve the specific members of the particular committee by clicking on the cross icon prompting to be sure if you want to Inactive the member, after inactivate you can not activate it again. OK for Inactivate the member or Cancel for cancelling the operation.

Grievance#

This section will show the list of all the grievances, furthermore, new grievances can be added from here as well.

Add Grievance#

Employee/Student/grievance_admin_staff(on behalf of Employee)/grievance_admin_student(on behalf of Student) can add a new type of Grievance by clicking on the “Add Grievance” button present on the top right side of the portal and fill in the required details:

1. Member Type(select from dropdown - for admin login only)

2. Member(select from dropdown - for admin login only)

3. Category(select from dropdown)

4. Level(Routine/Mild/Severe)

5. Priority(High/Low/Medium)

6. Date(Select Date from Calendar)

7. Description

8. Proposed Solution

9. Want to upload a document(Yes/No)

10. Declaration

When the employee submits the grievance it goes to the grievance_admin_staff only with the status as “reported”. When the grievance_admin_staff views it , its status is changed to “pending”. When the admin performs some action its status is changed accordingly.

View Grievance#

grievance_admin_staff/employee can only view the details by clicking on view icon available in front of every entry.

Update Grievance#

grievance_admin_staff/employee can edit/update the details by clicking on the edit icon available before it is viewed by the grievance_admin_staff/employee.

Submit Grievance#

grievance_admin_staff/employee can submit the grievance once it is added/updated for resolution by clicking on the save icon, prompting to be sure if you want to submit, after submission it can not update it again. Chose OK to perform the action and cancel to discard the operation.

Add Resolution#

The only grievance_admin_staff can add resolution to the grievance by clicking on the tick icon and fill in the required details:

1. Resolution

2. Resolution Date

3. Status(Resolved/Pending)

Add New Grievance Meeting#

grievance_admin_staff can add and schedule a meeting to discuss the issue and its resolution with the committee members by clicking on the “Add New Grievance Meeting” button present at the top right side of the portal or by clicking on the meet icon and fill in the required details:

1. Meeting Type(select from the drop-down)

2. Guest details(Can add multiple members by clicking on “+” icon)

   a. Name

   b. Email

   c. Mobile

3. Agenda

4. Meeting Time

5. Venue

Once the admin creates a meeting the invite goes to the members via email.

View Meeting#

grievance_admin_staff role can view the details by clicking on view icon available in front of every entry.

Update Meeting#

grievance_admin_staff role can edit/update the details by clicking on the edit icon available in front of every entry. Choose the meeting time and venue and clik on the Update button to save the changes.

Add Meeting Minutes#

grievance_admin_staff role can add minutes of the meeting by clicking on the add icon. Add the Minutes and Uplaod the relevant document for the same and click on Add will add the details into the module.

Cancel Meeting#

grievance_admin_staff role can cancel the meeting by clicking on the Cancel icon before it is conducted and giving a proper reason to do so. Fill the cancellation Reason and Clic on Update.

Print#

grievance_admin_staff role can take the printout of the resolution made to a grievance by clicking on the Print icon.

Add Notes By Committee Members#

Admin can add the notes under Grievance Section and committee members can add notes from their login under Grievance For Committee Section by clicking on notes icon and fill the required details:

1. Meeting Id(select from dropdown)
2. Notes
3. Visible To All(Yes/No)

The admin can perform the following actions:

Action On Notes#

grievance_admin_staff can add the response against the notes submitted against a meeting by clicking on tick icon and fill in the required details:

1. Response from Admin
2. Status(New/Read/Accepted/Rejected)

When the status of notes becomes accepted ,you can no longer update the response from the admin.

Public Grievance#

Create Public Grievance#

Any community of people at large (whether or not organized as groups) that have a direct or indirect association with a university(employees/students) can make a grievance by clicking on the Public grievance URL available with the university and filling in the required details:-

1. Name

2. Contact No.

3. Email Id

4. Address

5. Grievance Level(select from the drop-down)

6. Grievance Priority(select from the drop-down)

7. Date

8. Description

9. Solution

10. Upload

11. Declaration

Action on Public Grievance#

Admin can take appropriate action on the public grievance as on the normal grievance.

Reports#

This section consists of two types of reports namely:

1. Grievance Report
2. Public Grievance Report

Grievance Report#

Under this grievance_admin_staff and grievance_admin_student can generate the grievance report based on the following filters namely:

1. Grievance Number
2. Member Type(Employee/Student)
3. Grievance Category
4. Level(Routine/Mild/Severe)
5. Priority(High/Low/Medium)
6. Status
7. Date(From Date and To Date)
8. Resolution Date(From Resolution Date and To Resolution Date)

We can generate the grievance report by clicking on the Search button.

We can export the grievance report in the form of CSV by clicking on CSV button.

We can copy the grievance report data by clicking on Copy button.

We can download the pdf of grievance report by clicking on PDF button.

Public Grievance Report#

Under this grievance_admin_staff and grievance_admin_student can generate the public grievance report based on the following filters namely:

1. Grievance Number
2. Enrollment Number/Employee Id
3. Member Type(Employee/Student/Guest)
4. Level(Routine/Mild/Severe)
5. Priority(High/Low/Medium)
6. Status
7. Date(From Date and To Date)
8. Resolution Date(From Resolution Date and To Resolution Date)

We can generate the grievance report by clicking on the Search button.

We can export the grievance report in the form of CSV by clicking on CSV button.

We can copy the grievance report data by clicking on Copy button.

We can download the pdf of grievance report by clicking on PDF button.

Annexure#

Roles#

Workflow Diagrams#

Activity Diagram#

Use Case Diagram#

External Resources#

📹 Module Training Video ⤤

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