How to Manage Grievance Workflows: A Step-by-Step Guide for Unions
Grievances are the heartbeat of union advocacy. They’re where collective agreements get tested, workplace injustices get corrected, and trust between members and their union is either built or eroded. But for many unions, managing grievance workflows still feels like navigating a maze of paperwork, outdated systems, and miscommunication.
At Union.dev, we’ve worked closely with unions across industries to understand what a modern, efficient grievance process should look like — and how to get there. This guide outlines exactly that: the step-by-step structure of a streamlined grievance workflow, common pitfalls to avoid, and the tools that can make grievance handling more effective for everyone involved.
Why Getting Grievance Management Right Matters
Before we get into the how, let’s talk about the why.
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Member trust depends on it. If members don’t feel heard, helped, or updated, they lose faith in their union.
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Employers notice, too. A well-run grievance system builds credibility and reduces conflict.
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The clock is always ticking. Most collective agreements have tight timelines around filing, responding, escalating, and resolving grievances.
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Documentation is everything. Arbitrations, settlements, and precedents all depend on having your ducks in a row.
In short, a good grievance system is not just a service — it’s a signal of professionalism and solidarity.
The 6 Key Stages of an Effective Grievance Workflow
Managing a grievance well means more than just responding to problems. It’s about guiding a case from start to finish with structure, transparency, and tools that support your staff and your members.
Here’s the breakdown:
1. Intake: Capture the Issue Clearly
This is where it all begins — when a member reports a concern or files an official grievance.
Common pitfalls:
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Details scattered across email, paper forms, or phone calls
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No standard template for intake
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Missed deadlines due to slow intake processes
Best practices:
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Use a digital intake form (available through your member portal)
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Require key fields: grievance type, affected parties, date of incident, CBA section, supporting documents
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Auto-log the grievance with a unique ID for tracking
What modern systems do:
Union OS automatically timestamps the submission, assigns an ID, and notifies the appropriate steward or staff person — so nothing gets lost or delayed.
2. Triage: Assign and Assess
Once submitted, the grievance needs to be assigned and reviewed to determine next steps.
Common pitfalls:
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No clear assignment process (who handles what?)
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Staff overwhelmed by volume or unsure of how to classify grievances
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Inconsistent escalation criteria
Best practices:
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Use categories and priority levels (e.g., discrimination, discipline, health & safety)
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Route to the appropriate local, steward, or legal support team
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Set internal deadlines for review (e.g., within 48 hours)
What modern systems do:
Grievances in Union OS are auto-tagged based on form inputs and assigned to a default handler, with alerts if no action is taken within the set triage window.
3. Investigation & Documentation
This is where evidence is gathered, timelines are clarified, and a position begins to form.
Common pitfalls:
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Notes live in someone’s notebook or personal folder
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Supporting documents go missing
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No unified timeline of events
Best practices:
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Maintain a digital case file for each grievance
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Allow uploads of emails, PDFs, photos, and recordings
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Document every step: interviews, phone calls, findings
What modern systems do:
Union OS provides a secure case timeline and file storage system — everything lives in one place and is audit-ready.
4. Employer Engagement
Once your union is prepared, it’s time to notify the employer, submit the grievance formally, and begin the resolution process.
Common pitfalls:
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Submission process varies from case to case
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Poor record of communication history
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No clarity on when a response is due
Best practices:
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Send formal grievance notices directly from the grievance system
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Track delivery and read receipts
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Set reminders for employer response deadlines
What modern systems do:
With integrated email and employer portals, Union OS logs exactly when communications go out, flags overdue responses, and stores all employer replies.
5. Resolution, Escalation, or Withdrawal
At this stage, the grievance may be resolved (via discussion or settlement), withdrawn, or escalated to a higher step — possibly arbitration.
Common pitfalls:
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Missed escalation deadlines
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Poorly documented settlements
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Ambiguity on whether a grievance was resolved or abandoned
Best practices:
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Clearly log outcome: resolved, withdrawn, escalated
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Attach settlement terms or arbitration dates
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Require digital sign-off by a union officer
What modern systems do:
Union OS has predefined resolution outcomes and automated deadline tracking to ensure no escalation windows are missed. Admins can lock and archive resolved cases.
6. Member Communication
Throughout the process, members should feel informed, supported, and in-the-loop.
Common pitfalls:
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Members receive no updates for weeks or months
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Confusion about where things stand or what to expect
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Inconsistency in how updates are shared
Best practices:
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Use automated stage-based notifications (e.g., "Grievance Submitted", "Moved to Step 2", "Closed")
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Share outcomes with links to view full case history
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Allow members to view grievance status securely in their portal
What modern systems do:
Union OS automatically sends email and in-app updates based on workflow changes. Members can track their grievance in real-time.
Bonus: Grievance Data as a Strategic Asset
When grievances are handled digitally, the data becomes useful — not just archival.
You can:
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Spot patterns: Are certain employers repeat offenders?
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Prepare for bargaining: Use grievance trends to support proposals
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Strengthen organizing: Show members the union takes action
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Generate reports for your E-Board or legal team in seconds
This is a far cry from flipping through filing cabinets or chasing down stewards for case updates.
Real-Life Examples
Let’s bring this to life with a few common scenarios:
🎯 Example 1: Late Pay Dispute
A member reports they were paid late for the third time this month. They submit a grievance via the member portal. The union triages it as a wage issue, confirms payroll records, and submits a formal grievance to the employer. It’s resolved within 7 days, and the member receives back pay and a formal apology.
Why it worked: Fast intake, proper triage, strong documentation, and structured communication.
🔥 Example 2: Health & Safety Violation
A steward notices unsafe work conditions and files an urgent grievance. It's triaged as high priority and escalated immediately. The union documents the issue, notifies the employer, and brings in a safety officer. The issue is resolved in 48 hours.
Why it worked: Priority tagging, collaborative documentation, and real-time alerts.
🧾 Example 3: Contract Misinterpretation
An employer applies a policy that contradicts the CBA. Several grievances are filed and tracked as a group. The union uses the case history to push for an interpretive settlement. The employer agrees to amend their practice and update the policy.
Why it worked: Case grouping, precedent tracking, and strong use of grievance data.
What to Look for in a Grievance Management System
If your union is considering moving from paper or spreadsheets to a digital platform, look for:
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✅ Secure, searchable case files
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✅ Workflow automation (intake → triage → resolution)
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✅ Member and staff access roles
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✅ Email notifications and reminders
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✅ Employer-side communication logs
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✅ Data exports and reporting tools
Union OS was built specifically for this — with feedback from unions in construction, education, manufacturing, and the trades.
Final Thoughts: Turn Grievances Into Proof of Power
A well-managed grievance process is more than paperwork — it’s proof that your union has your back. It shows employers you mean business, and it shows members that their voice matters.
Whether you’re representing 300 members or 30,000, the principles are the same: clarity, accountability, and follow-through.
With the right tools, unions can stop chasing forms and start focusing on winning outcomes.
Want to see how Union OS handles grievance workflows in action? Book a demo →