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Participant Grievances: Filing

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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.

Featured Hacks

These featured hacks highlight creative, practical solutions from harm reduction leaders on the ground. From DIY tools to clever workarounds, each one reflects the ingenuity, care, and real-world experience that keeps this movement alive. 

Hacks for Empathetic Active Listening

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Once you have grounded yourself during an escalated situation, next engage in active listening with the person who is agitated. This can seem counterintuitive or difficult when you are dealing with somebody who is, for example, screaming at you, and it may feel like you’re rewarding them for being completely irrational. But it is key to getting them more centered and grounded so they’re less agitated and less likely to become a danger to themselves or others.
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Universal Precautions: Gloves

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Medical gloves should be worn whenever handling exposed or used supplies, especially those that might be used to prepare or use injection drugs such as syringes, cottons, cookers, tourniquets, and ascorbic acid. Gloves should be changed often, especially between activities or participants.
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