EXHAUST EACH STEP before advancing to the next.

 

KEEP TRACK OF TIME LIMITS -- Don't let one slip by. Ask for time extensions when in doubt, and, if necessary, remind MCO representatives at higher steps of impending limits. Time extensions by either party should be put in writing. Refer to article 9.

 

EDUCATE GRIEVANTS AND OTHERS you represent about the procedure.  Encourage them to come to you first.

 

DON'T PROMISE WHAT YOU MIGHT NOT BE ABLE TO DELIVER by over assuring the grievant that their case will be won. You can't guarantee it and it might be setting up high expectations that will not be met.

 

KEEP THE GRIEVANT POSTED on the progress of the grievance. Don't always wait for the grievant to ask what's happening.

 

KEEP WRITTEN RECORDS, including notes on verbal settlements. Inform officers and other leaders of important settlements. Keep a grievance log.

 

PROBLEMS THAT ARE NOT GRIEVANCES CAN BE HANDLED OUTSIDE of the grievance procedure. You can refer them to the appropriate people or handle them yourself.

 

ACTIVELY ENFORCE THE CONTRACT. Don't always wait for someone to grieve a violation.

 

FAIR REPRESENTATION demands that every member have equal access to the grievance procedure.  Don't dismiss any complaint out of hand.

 

AT THE SAME TIME, DEVELOP THE ABILITY TO SAY "NO" to non-meritorious grievances and explain to the member your reasoning.

 

ATTEMPT TO LEARN how arbitrators view grievances. This will help you prepare better grievances and avoid arbitration.

 

LOOK AT ALL THE IMPLICATIONS of a grievance. It may be that handling a problem though the grievance procedure may hurt more members than it helps.

 

REMEMBER THAT MCO’s ABILITY TO SERVE all members is weakened when the various parts of the organization are not coordinated. Communications with others is essential to solidarity. Leaders and members should know their responsibilities, as well as their rights, in the grievance procedure.