KEY TAKEAWAYS:
- workplace investigators are often exposed to confronting content and distressed people in the course of their work, putting them at risk of vicarious trauma and burn out
- we continue to see an increased demand for workplace investigations and skilled and resilient investigators
- while organisations are focused on resourcing and supporting the investigations function, investigator wellbeing is not always considered as a critical part of planning and managing workplace investigations
- drawing on mental health and wellbeing frameworks for frontline responders and clinical supervision models, there are a range of supports and strategies available for investigators
- in addition to having clear and effective investigation processes in place, other strategies can include:
- adjusting work design, such as setting caseload limits, limiting back-to-back complex cases and scheduling downtime
- support measures such as confidential one-on-one debriefing with a psychologist, team debriefing and reflective practice sessions
- mentoring and training opportunities, including external advisory and skills training.
- external workplace investigation advisory services can be an effective way to build team capacity, capabilities and support investigator wellbeing
- advisory services can include: overflow investigation services; conducting complex and sensitive investigations; quality assuring internal investigation processes: one-on-one investigator support; and investigations skills training.
The role of the workplace investigator is not an easy one.
Our role requires us to get to the heart of often contested, complex and distressing workplace complaints and incidents. The content can be confronting. The participants can be apprehensive, upset, and sometimes annoyed. The seriousness of findings an investigator is required to make can weigh heavily.
While the importance and challenge of the role is what can make it fulfilling, it also creates risk for investigators, including vicarious trauma and burn out.
Heightened regulatory pressure on Australian employers to maintain psychosocially safe workplaces and to fulfil their positive duty to eliminate unacceptable workplace behaviours such as sexual harassment, are keeping workplace investigators busier than ever.
While it is encouraging to see employers acting on their duties, it is also placing increasing pressure on workplace investigators, whether they work within specialist external firms like ours, in dedicated internal investigation teams within an organisation or as part the HR, legal, WHS or compliance functions.
Over the past 15 years, as our team has grown, we have developed a range of strategies to support our investigators and our clients. In this article, we share some practical strategies to support investigator health and wellbeing.
Applying wellbeing frameworks to workplace investigators
Evidence-based wellbeing frameworks used by frontline professions, such as emergency services and healthcare workers, provide practical and important guidance to employers on how to safeguard the wellbeing of investigators.
Frameworks, like Beyond Blue’s Good Practice Framework for Mental Health and Wellbeing in Police and Emergency Services Organisations address the factors that contribute to mentally healthy workplaces such as: job design; workplace supports; and organisational workplace factors such as the physical environment and workplace climate.
Clinical supervision arrangements commonly used in the healthcare sector are also instructive. These models provide a safe, confidential, and supportive environment for professionals to reflect on their practice, seek advice and support, and grow professionally.
Drawing on these frameworks, and our own experiences, our firm has implemented a range of strategies to support the wellbeing of our 20-plus specialist workplace investigators.
Practical ways to support investigator wellbeing
It goes without saying that is it critical for investigators to have clear and effective investigation processes in place, along with comprehensive ongoing professional development. Over time, in consultation with our investigators, our firm has also introduced a number of work design improvements and strategies to support the wellbeing of our team. These include:
Peer support | We assign a lead investigator to every matter and an investigator for peer support. Peer support is essentially a second set of eyes on the investigation. They are available to discuss methodology and evidence assessment, and to peer review all material documents, including draft allegations and reports. We also invest in building strong relationships within our team, and sharing our expertise with each other, so investigators hopefully feel they can pick up the phone and draw on the valuable experiences of their colleagues.
Diversifying work mix | Where possible, we do not assign back-to-back challenging cases to investigators. We also aim to vary the types of complaints they investigate. Additionally, we have intentionally diversified our services to include workplace reviews, professional advisory support, and investigations skills training, to expand their skillset and maintain job interest and satisfaction.
Setting caseload limits | We aim to limit the investigations caseload per investigator. The rationale being that a controlled case load gives investigators sufficient time and brain space to plan, conduct and complete investigations in a timely manner, which we find results in more efficient and focused investigations.
Debriefing with external psychologist | We have established a strong working relationship with an external psychologist who assists our investigators navigate complex matters and provides ongoing individual and team support. This includes:
- one-on-one support during complex investigations, including assisting the investigator on communication strategies with the participant/s, and on occasion (and with client and participant consent) attending interviews
- facilitating quarterly team wide debriefing sessions to discuss challenging situations, and share strategies
- providing ongoing access to one-on-one confidential debriefing sessions.
Mentoring | Most investigators are also assigned mentors from within the firm, who are not their line managers, with whom they can confidentially discuss cases, problem solve issues and seek advice.
Networking | We encourage our team to join professional organisations, attend conferences, and training and professional learning events to expand their knowledge and support network.
External advisory and investigation support services
In response to the increased demand for investigations, and we believe the increasing complexity of the work, some organisations are engaging external advisory and support services to augment and mentor their teams.
The nature of external support for investigators will depend on the needs of the organisation, but may involve one or more of the following:
- overflow investigation services: supporting internal teams by handling additional caseloads. We work closely with a number of national clients to provide investigation services aligned with internal processes.
- advisory services: providing guidance on investigation frameworks, processes, and quality assurance. This can involve a review or audit of investigation processes and outcomes.
- complex case support: providing support in particularly challenging or sensitive investigations that require additional resources or specific expertise. For example, investigations involving: complex sexual harassment complaints; C-suite, senior leaders and board members; cultural sensitivities; neurodiverse participants and those with a disability.
- one-on-one investigator support: offering professional guidance and mentoring to internal investigators, helping them navigate complex cases while maintaining objectivity, and assisting in identifying areas for further skill development.
- investigation skills training: providing tailored training programs to enhance capabilities, covering best practices, interviewing techniques, and evidence assessment and reporting.
As one of Australia’s largest independent workplace investigations firms, over the past 15 years we have had a front row seat to the growth and evolution of a profession about which we are deeply passionate. It is therefore encouraging to see more attention being paid to investigator wellbeing, and the creation of new advisory service offerings that provide much needed support to those performing the challenging, but equally rewarding, role of workplace investigator.
More information
Q Workplace Solutions’ team of experienced and legally qualified investigators are trusted by public and private organisations, including ASX-listed companies and government departments, to investigate complex and often highly sensitive allegations of employee wrongdoing. They also undertake reviews of organisations, divisions or units, and provide training, coaching and external advisory support to internal investigators and teams.
To find out more about how we can support you and your team, contact us on 1300 944 049.
