Dealing with members' problems

When UNISON members face problems at work, the first person they should turn to is their UNISON steward.

An important part of the steward's role is to support individual members by helping them to take their concerns to the employer.

Being confident about how you advise the member is a critical first stage. Having a Case Form at hand to help the member record all the aspects of the problem shows that you have an efficient approach. Knowing how to advise the member - what should be done - comes next.

UNISON's Representation Guide (stock number 2426) is crucial step-by-step guide to how you should approach grievance and disciplinary matters. Enrolling on a basic stewards course, or One Step Ahead, will introduce you to the guide, whilst taking a UNISON course on representing members in grievance and disciplinary cases will equip you to support your members, know how and when to get help and know the limitations of what is expected of you.

But just as important is your ability to help groups of members solve their problems collectively. Group problems often present an opportunity to organise and get any non-members signed up - after all, their case will seem stronger to the employer if your position isn't undermined by non-members.

The Representation Guide also offers guidance on dealing with collective grievances, separate from those issues that are raised through collective bargaining machinery and where you want to change conditions of service.

Stewards, along with safety representatives and learning representatives, can act as a team, working together to find solutions to problems - are there health and safety aspects that strengthen the grievance, or is provision for learning a possible solution? Again, guidance is available for all representatives in the UNISON Representation Guide.

Advice for activists | next: Working with the employer

Effective representation

As a new steward, it is likely that you will only be involved in the early, more informal stages of a grievance or disciplinary procedure. If matters go beyond the first stage, you should involve a more experienced steward or branch officer. Your input in the early stages of a case is crucial. Downloads UNISON guide to representation [PDF] Case Form [PDF] Model letters [ZIP] Interviewing the member Interview the member to get as complete a picture of their view of what the problem is as you can. You need to know everything including the weak points. Get the facts Listen carefully and ask at least five key questions: Who is involved? What is the problem? Where did it occur? When? Why? Make sure you get all the relevant names, dates and places. Identify any agreements or rules that may be involved. Check the facts Check other sources of information and your employer's procedure. Assess the case Is there a case? Tell your member honestly what you think based on the evidence. If there is a case and the member wants to proceed, discuss what action is possible and what you feel should happen. Preparing your case Before approaching management, make a plan of the case, which should be based on presenting the facts. Make sure that you have the correct procedure and that every one is following it correctly. Do not meet management on your own. Always take the member with you. As a new steward, you may want to allow a more experienced steward to present the case. At the hearing Be clear and courteous but firm. Make your case Make your case clearly and simply. Get a decision Make sure that a decision is made and ensure that both you and management understand precisely what the decision is. Agree on what will be done next and by whom. Make sure there is a written record of the outcome.