Master Grievance Handling

The Critical Role of Grievance Handling

Grievance handling is one of the most important functions a union performs. When done well, it protects individual members from unfair treatment, enforces the collective bargaining agreement, and demonstrates the union's value to the entire membership. When done poorly, it erodes trust and can even expose the union to duty of fair representation claims.

Building an Effective Grievance System

Intake and Documentation

Every grievance starts with a complaint. The key at this stage is thorough documentation:

• Record the who, what, when, where, and why
• Identify the specific contract provisions allegedly violated
• Gather supporting documents immediately (schedules, emails, witness statements)
• Note all relevant deadlines

Many unions use standardized intake forms to ensure consistency. Digital systems like UnionTab provide grievance tracking features that capture all necessary information and automatically calculate deadlines based on your contract's timelines.

Investigation Best Practices

Before proceeding with a grievance, conduct a thorough investigation:

• Interview the grievant and all witnesses separately
• Request relevant documents from management
• Review past grievances on similar issues
• Consult the contract language carefully
• Consider management's likely arguments

Strategic Decision-Making

Not every complaint should become a formal grievance. Evaluate each case based on:

• Strength of the contract language
• Quality of available evidence
• Potential precedential impact
• Member's goals and preferences
• Resources required to pursue

Managing the Grievance Process

Step Meetings

Prepare thoroughly for each step meeting. Know the contract inside and out, anticipate management's arguments, and have your evidence organized. Present the case clearly and professionally while remaining firm on the merits.

Tracking and Follow-Up

With multiple grievances at various stages, tracking becomes critical. Missed deadlines can waive grievances entirely. A centralized tracking system ensures nothing falls through the cracks.

Communication with Members

Keep grievants informed throughout the process. Even when the news isn't what they want to hear, members appreciate transparency. Document all communications.

Technology as a Force Multiplier

Modern grievance management tools transform how unions handle cases. Platforms designed for union operations provide:

• Centralized case files accessible to all authorized representatives
• Automatic deadline tracking and reminders
• Historical search to find relevant past grievances
• Secure document storage
• Reporting tools to identify patterns and trends

Building Institutional Knowledge

Every resolved grievance is a learning opportunity. Document outcomes and reasoning, especially arbitration decisions. This institutional knowledge helps stewards and officers handle future cases more effectively and builds the union's expertise over time.

The Bigger Picture

While individual grievances address specific problems, patterns in grievances often reveal systemic issues that should be addressed in contract negotiations. Use your grievance data to identify priorities for the next round of bargaining.

Strong grievance handling is ultimately about showing members that their union has their back. Every well-handled case builds solidarity and demonstrates the value of collective representation.