Kooyoora's Approach to Handling Sensitive Complaints

13 Nov

Kooyoora provides expert support in managing sensitive complaints and conducting thorough investigations to ensure the safety and wellbeing of individuals within organisations. Here are some case studies that show how we work collaboratively with reporting agencies, implement risk mitigation strategies, and ensure that organisations meet their legal and ethical obligations when handling allegations of misconduct.

These case studies highlight the vital role of thorough investigations and appropriate handling of sensitive complaints within organisations. They demonstrate how our professional investigators work to address allegations of misconduct, protect the wellbeing of those involved, and guide organisations in fulfilling their legal and ethical responsibilities.

Disclaimer:

The case studies presented in this article have been de-identified to protect the privacy of all individuals involved. Details have been modified, and any resemblance to actual persons or events is coincidental. The scenarios are intended for educational purposes, illustrating the types of issues that may arise in safeguarding work.

Case Study: Concerns About a Misconduct Reporting Hotline

Kooyoora was contacted by a former employee of a large educational organisation who raised concerns about the management and oversight of an internal hotline meant to handle reports of workplace bullying and harassment. The employee, who had previously used the hotline, questioned its effectiveness and objectivity after learning that a senior staff member within the organisation’s own HR department was overseeing the hotline’s operations. The employee felt that this arrangement lacked the necessary independence, especially given that some of the incidents reported involved senior personnel.

Kooyoora listened to the concerns and provided a comprehensive report to the organisation, detailing how an effective reporting hotline should be structured to ensure impartiality, transparency, and confidentiality. The report emphasised the need for a dedicated external team, experienced in handling sensitive complaints, to manage the hotline, thereby avoiding any perceived or actual conflicts of interest.

Despite the recommendations, the organisation initially declined to adjust the hotline’s oversight structure. Kooyoora persisted in emphasising the importance of having trauma-informed professionals manage sensitive reports, underscoring that trust in the reporting process is paramount for creating a safe and supportive environment for all employees.

Subsequently, after further discussions with stakeholders, the organisation agreed to bring in external professionals to oversee the hotline, following Kooyoora's guidance. This change led to increased trust in the hotline, with a rise in staff feeling comfortable reporting concerns.

This case highlights the importance of independent oversight and professionalism in managing sensitive reporting mechanisms, ensuring those impacted feel safe and supported in raising their concerns.

Case Study: Responding to Concerns of Inappropriate Behaviour by a Sports Coach

A teenage athlete recently confided in her parents about inappropriate physical contact from her coach during one-on-one training sessions, which made her uncomfortable and led to her quitting practice.

Kooyoora was engaged to investigate the complaint. They provided initial guidance to the family and worked closely with the reporting organisation to identify all relevant parties and gather details about the alleged conduct. With consent, investigators conducted a detailed interview with the athlete, who was able to articulate her experience clearly.

Kooyoora also learned that the athlete had disclosed the incident to a teammate, and with permission from both the athlete and her family, obtained a statement from the teammate as a "first complaint" witness.

Further collaboration with the reporting agency allowed Kooyoora to discuss the likelihood of additional complaints and implement a management plan to address any future concerns. Risk mitigation strategies were also established for the organisation.

As required by law, Kooyoora made mandatory notifications to the Commission for Children and Young People (Victoria), Victoria Police, and the Victoria Institute of Teaching. Investigators discovered that similar allegations had been made against the coach in the past, but these had not been investigated or reported to the authorities. Additional notifications were made about these previously unreported incidents.

Kooyoora then completed a comprehensive, independent investigation report, including findings related to reportable conduct under the reportable conduct scheme and professional misconduct, ensuring that the matter was handled with the appropriate legal and ethical framework in place.

Kooyoora’s involvement ensured that the student received emotional support and that a clear, objective investigation took place, establishing a safe path forward.