All grievance procedures start with filing—some way for the person to formally state that there’s a problem. Filing procedures should be posted widely and made clear to participants, especially when they are introduced to the space or service, since this is the first step towards getting their concerns addressed.

Depending on the concern, folks who file grievances should also be offered support of an appropriate kind—this may be anything from material to emotional support.

Acknowledgment

Next, you must have some way to acknowledge the participant’s concerns. Make sure that this is consistent and that you communicate by as many community channels as possible. Let people know the process: next steps, potential outcomes, their rights and responsibilities, as well as potential timelines.