Separate complaints from everyday feedback
Skip to content
Learning hub · LeadersLeaders · Governance · Guide · 6 min to use
A place to belong, on and off the court. Explore After Hours Hoops
Separate Complaints from Everyday Feedback
Not every concern belongs in the same inbox or meeting. A clear triage approach helps routine suggestions receive attention while serious issues reach the proper process promptly.
When to use it
Use this when staff are unsure how to respond to a message or verbal concern.
Put It into Practice
- Review the organization's established categories and routes, distinguishing ordinary service feedback from safeguarding, discrimination or other matters requiring a designated process.
- Train the first receiver to acknowledge the concern, avoid promising an outcome and send it to the responsible person without debating its seriousness publicly.
- Record the handoff appropriately and confirm responsibility for follow-up; share only the information needed and do not investigate outside your role.
What It Can Look Like
A suggestion about start times goes to program planning, while an allegation of harmful behaviour goes directly through the designated safeguarding route.
Your notes stay on this page. They are not saved or sent. Print before leaving to keep a copy.
Take it with you: Good triage prevents both overreaction to routine issues and the dangerous habit of treating every serious concern as a coaching disagreement.