What you learn:
- Apply trauma-informed listening and intake techniques
- Assess risk and determine triage steps
- Preserve dignity and confidentiality during intake
- Coordinate with investigators and support services
Description:
Trauma-informed intake prioritizes safety, validation, and appropriate next steps. This module guides you through listening techniques, risk assessment, and triage to ensure that complaints are handled with care and efficiency. You will learn to balance empathy with accountability and documentation needs.
Escalation Criteria and Roles
After intake, escalation is triggered when risk is imminent, policy or legal concerns are present, or internal guidelines require specialist review. Ownership remains with the intake team until escalation is approved, ensuring continuity and trust in the process.
Escalation to HR involves a concise summary of the complaint, key dates, involved parties, and any immediate safety actions taken. Document decisions with timestamps and rationale while respecting privacy constraints.
Escalation to Compliance or Legal is used for regulatory or policy violations. Outline required actions, such as policy review, investigator interviews, and protective measures for the complainant.
Timelines and accountability define response times, update cadence, and responsible owners. Use standardized templates to document decisions consistently and share progress with appropriate confidentiality.