Complaint Liaison
Navigating a workplace concern or complaint should not add stress or confusion. At Grand Valley State University, the Complaint Liaison serves as a central point of contact to help employees understand options, connect with the correct process, and ensure that concerns receive a timely and appropriate response.
Purpose of the Role
The Complaint Liaison acts as a navigator for employee complaints. This role was created to address confusion around the multiple complaint processes that exist at GVSU and to ensure concerns are not overlooked or misdirected.
Employees should not have to guess which complaint process applies to their concern, recount their concern multiple times, or worry whether their complaint was received or acted upon. Have the Complaint Liaison role helps to ensure concerns are heard, processes are clear, responses are timely, and complaints are tracked appropriately.
What Does the Complaint Liaison Do?
Centralized Intake & Guidance
- Serves as the central point of contact for employee complaints.
- Conducts intake and triage meetings to understand concerns and discuss next steps.
- Helps employees understand formal and informal options, including grievance processes, alternative dispute resolution, and available supportive measures.
Complaint Tracking & Oversight
- Manages complaints within the Maxient system, tracking status from intake through resolution.
- Ensures complaint timelines and required steps are followed.
- Confirms that every complaint receives an appropriate institutional response.
Coordination with Campus Partners
- Works with relevant campus offices to initiate the appropriate complaint process.
- Coordinates across departments while maintaining confidentiality and neutrality.
Investigations (Limited Scope)
- Conducts less complex investigations into policy violations when appropriate.
- Does not investigate Harassment or Title IX matters, which are managed through established university processes.
CARE & Well-being Concerns
- Ensures that employee CARE concerns (wellbeing, safety, or risk-related issues) are reviewed and responded to appropriately.
- Helps connect individuals to support and resources when concerns fall outside a formal complaint process.
Reporting & Institutional Accountability
- Maintains records of complaints and institutional responses.
- Generates data and trend reports for university leadership to support transparency and improvement.
The Complaint Liaison is NOT...
Not a replacement for Title IX, Discrimination, or Grievance processes.
Not an advocate for one party. The role is neutral and process-focused.
Contacting the Complaint Liaison
When to Contact the Complaint Liaison
Contact the Complaint Liaison if you:
- Have a workplace concern and are unsure where to start
- Want help understanding complaint options
- Need reassurance that a complaint is being addressed
Current Complaint Liaison
Chris Grooms
Assistant Director of HR Operations
[email protected]