Open Door Policy and Dispute Resolution Misunderstandings occur when there is a breakdown in communication, when people stop talking to each other. But everyone wins when you and the Company tackle the problem together…before an issue escalates and becomes a crisis. When you encounter problems at work, you may feel there is no place to go to resolve them. How can you go to your supervisor if your problem is with your supervisor? Where can you take your problem that is safe and non‐
threatening? Where can you get answers? Dollar General’s process for resolving employee disputes is an example of our commitment to you as a valued employee and our desire to equip you with the tools you need to solve specific issues that have the potential to interfere with your career at Dollar General. We think this process makes sense for our employees because it provides several ways to resolve conflict that are flexible, fair and confidential to the extent possible. You are our most valuable asset and this process was created for you. As you read through the explanation of each option available, you will see that it supports our values by strengthening an environment of mutual respect. This all‐inclusive process covers all Dollar General employees. It serves as a practical way of resolving internal disputes for both you and the Company. This process does not alter Dollar General’s at‐will employment policy, nor can it make any changes in other Company policy statements. 1.
Open Door Policy – Solving Problems The company is committed to an Open Door Policy to answer any work related question, problem or concern you may have. If you have a concern you would like to bring to the Company’s attention, follow these steps: •
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Talk it over with your immediate manager, if this issue doesn’t directly involve this individual. If you and your manager cannot resolve the issue to your satisfaction, or your manager is part of the problem, you should feel comfortable discussing your concerns with the next level of management. If you are not satisfied with the response given by your managers or if you do not feel comfortable in bringing your concerns to the attention of your managers, please contact Human Resources. Guidance will be provided as to alternative ways that such issues may be resolved. The most important relationship you will develop at Dollar General will be between you and your manager. However, should you need support from someone other than your manager, the entire management team is committed to trying to resolve your individual concerns in a timely and appropriate manner. 2.
Human Resources Support If the Open Door Process does not resolve your concerns, DG’S Human Resources team will guide you. Talking with Human Resources is your next step. These professionals are trained to work with sensitive issues that require specialized attention. They will listen to your concerns, review the facts and help you work toward a solution. Field employees should use the Employee Response Center (ERC) as your initial contact point for HR support. Call the ERC at 888‐237‐4114. DC and Store Support Center employees are encouraged to talk with your HR Manager, Representative or Coach. 3. Alternative Dispute Resolution The Alternative Dispute Resolution Program (ADR) is designed to offer Dollar General employees alternative methods to resolving five specific workplace disputes which include termination, final counseling, demotion, harassment and discrimination. When you are looking for a solution to a workplace conflict, talking to your manager or the next level of management is often the place to start. If a solution cannot be reached, employees should contact Human Resources. In those unique situations when your conflict still has not been resolved, call the ADR team. Issues covered under ADR: •
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Demotion Final Progressive Counseling Termination Discrimination Complaints Harassment Complaints Steps in the ADR Process 1. Initial Conference An ADR Counselor will talk about your situation and come to an agreement on a way to settle your dispute by choosing a particular program option suited to meet your needs. The two of you will work together to pursue your choice until you feel comfortable with every detail to the extent possible. 2. Internal Facilitation Your ADR Counselor will partner with other Dollar General team members to investigate your issue. Once the investigation is complete, your counselor will contact you to notify you of the resolution. 3. Internal Mediation Internal Mediation is a step above the facilitation process and follows the guidelines of the Mediation process. To assist in resolving disputes, a group of your fellow employees have received the specialized training needed to conduct a formal Mediation. The Internal Mediation process is as follows: o Conduct separate, private meetings with each person. o Coach each person through joint meetings with the goal of resolving the complaint. o
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Close the meeting with agreement from both individuals on the resolution, including plans for follow‐up. Sign written agreement that would reflect the understanding of both employees involved in the Mediation. 4. Peer Review (Available only for SSC and DC employees) In Peer Reviews, managers and employees work together on a panel to decide the fair and consistent application of Company policies, procedures and practices. The panel takes a fresh look at the situation, listens to all the facts, deliberates among themselves and recommends a solution. 5. External Mediation External mediation is a more formal process in which the employees involved discuss their dispute with an impartial person outside the Company (a Mediator) who assists in resolving differences. The Mediator may discuss the dispute, but may not impose an outcome on anyone. The mediator can help the parties to consider different options in order to reach an agreement that each is willing to support. Benefits of External Mediation: • It is confidential – Unlike litigation, external Mediation maintains the privacy and confidentiality of the persons involved in the dispute. • It is fast – Resolution of disputes is swift and timely, unlike court cases, which may require months of preparation and take several years to be fully and finally resolved. • It is fair – The neutral and independent professionals are trained and experienced in employment dispute resolution. • It is less expensive than court – Other than certain expenses associated with your participation in an external Mediation, the cost is paid by DG. • It is less adversarial than a lawsuit – The program is intended to help you to remain in control by providing a less confrontational method of resolving disputes. • It is final – Mediation is designed to be a formal yet mutually acceptable resolution. This process is designed to be a final resolution of an employee’s dispute within DG’s internal dispute resolution process. Updated 9‐1‐2010