Complaints Receipt Officer
The Complaints Receipt Officer is the initial point of contact for all formal complaints submitted to Fencing NZ. Their key duties include:
- Being the designated recipient for lodging complaints
- Promptly acknowledging receipt of complaints
- Logging complaints in the register
- Forwarding the complaints and any accompanying documents to the Triage Committee for next steps
This administrative role assists the efficiency of Fencing NZ's complaints process.
Knowledge and Experience
As the Complaints Receipt Officer is likely the first point of contact for complainants, it is important they have strong organization skills and communication abilities. Specific capabilities include:
- Recording information accurately
- Using email and document sharing systems
- Tracking and meeting deadlines
- Maintaining confidentiality
- Communicating politely and clearly
Safeguarding Officers
The Safeguarding Officer is a volunteer role that helps ensure the wellbeing and fair treatment of all fencers in our sport. The key responsibilities include:
- Being a trusted point of contact for fencers to raise any concerns about their safety or fair treatment. This could relate to issues like bullying, harassment, or other inappropriate behavior. Listening carefully and providing initial advice/support to fencers who raise concerns. Where appropriate, working with them to resolve the issue informally.
- Assessing disclosures about intimate relationships between fencers and people in positions of authority (like coaches or team managers). Considering the impact and appropriateness of such relationships.
- Referring serious complaints or incidents to the formal complaints process as set out in Fencing NZ's policies. Providing information to support formal investigations if required.
- Helping promote safe and inclusive behaviors through education and role modeling good practice.
The Safeguarding Officer plays a vital role in ensuring fencers of all ages and backgrounds feel welcomed, respected and safe while participating in our sport.
Knowledge and Experience
The Safeguarding Officer will ideally have relevant knowledge and/or experience in areas such as:
- Safeguarding policies and procedures, including intimate relationship guidelines
- Handling sensitive complaints and confidential information
- Assessing power imbalances and risks in relationships
- Interviewing techniques
- Conflict resolution
- Sports integrity/ethics issues
While specific qualifications are not required, it is important the person displays sound judgment, integrity and effective communication skills. A caring and empathetic manner is also critical in responding appropriately to people raising concerns or issues. Some training in safeguarding may be provided.
Triage Committee Member
The Triage Committee has an important role under Fencing NZ's complaints process. Its key responsibilities include:
- Reviewing formal complaints submitted to Fencing NZ
- Deciding if further information is needed from the complainant or respondent
- Determining the appropriate next steps for dealing with complaints - such as referral to mediation, investigation, disciplinary committee or no further action
- Appointing investigators when required
- Providing information and complaints to disciplinary committee when applicable
The Triage Committee performs an impartial risk assessment function to ensure complaints are handled fairly and efficiently.
Knowledge and Experience
Given the nature of judging complaints, it is desirable Triage Committee members have relevant prior expertise such as:
- Handling disputes and complaints
- Investigating allegations of misconduct
- Assessing evidence
- Decision-making under policies/rules
- Dealing with confidential information
They also require good judgment, integrity and communication skills.
Disciplinary Committee Member
The key responsibilities of the Disciplinary Committee include:
- Determining if allegations of misconduct or breaches of rules are substantiated based on evidence
- Deciding what penalties, if any, are appropriate when rules have been broken
- Holding hearings to allow oral evidence if required
- Maintaining confidentiality of proceedings and information
The Disciplinary Committee performs a quasi-judicial function following investigation of the most serious complaints.
Knowledge and Experience
Given the role of weighing evidence and allocating penalties, it is desirable Disciplinary Committee members have prior expertise such as:
- Conducting hearings/tribunals
- Interpreting rules and policies
- Evaluating facts and arguments
- Reaching impartial decisions
- Imposing sanctions
- Writing decisions and reasons
Legal training or experience would also be advantageous. Appropriate communication skills are important when interacting with complainants and respondents.
Investigator Role
Investigators are appointed by the Triage Committee to formally examine complaints referred to them.
The Investigator's responsibilities include:
- Interviewing the complainant, respondent and any witnesses to gather information
- Collecting applicable documentary evidence (e.g. emails, photos)
- Establishing undisputed facts and making findings on disputed facts based on the balance of probabilities
- Preparing a report setting out full details of the investigation process followed, evidence gathered, factual findings and any recommendations
The Investigator plays a crucial role in establishing the facts relating to a complaint where the details are contested. Their findings help inform determinations.
Knowledge and Experience
Strong interviewing and analytical skills are critical to this role. Relevant expertise, qualifications and/or training could include:
- Legal investigation techniques
- Assessing credibility and reliability
- Examining documentation
- Evaluating facts vs inferences
- Report writing
Appropriate communication abilities, integrity, objectivity and confidentiality are fundamentally important when investigating sensitive complaints.
Some training may be provided but proven investigatory experience would be well-regarded. Legal qualifications may also be advantageous.
Mediator Role
A Mediator is appointed when the Fencing NZ Triage Committee determines that mediation is an appropriate approach to try to resolve a complaint between a complainant and respondent amicably. The Mediator's responsibilities include:
- Preparing for and conducting a formal mediation session(s) between the parties
- Explaining the mediation process and providing full confidentiality assurances
- Helping identify the key disputed issues and areas for mutual agreement
- Facilitating respectful communication and active listening between parties
- Assisting the parties to fully understand each other's perspectives and interests
- Looking for common ground and options for compromise
- Encouraging compromise proposals that satisfy all interests involved
- Recording any outcome agreed (but not providing outcomes without consent)
The role of the Mediator is to be an impartial facilitator enabling the parties to reach their own consensus. Having resolved disputes through mediation, the outcomes are often more durable.
Knowledge and Experience
Ideally Mediators would have formal mediation qualifications and proven experience mediating disputes in other organizational settings. They would also rely on a range of skilled facilitation techniques and an approachable interpersonal style. Relevant knowledge of Fencing NZ's policies, rules and codes of conduct could also be beneficial.
Administrative Support Role
The Administrative Support role assists with Fencing NZ's complaints process. Key responsibilities include:
- Providing admin and process support to the Triage Committee and Disciplinary Committee
- Maintaining accurate records in the complaints register
- Scheduling committee meetings and hearings as required
- Preparing documents and evidence files
- Taking notes and minutes during hearings
- Completing general complaints processing admin tasks – filing, drafting letters etc.
By handling many of the administrative tasks, the support person enables the committees, investigators and mediators to focus fully on making sound decisions about formal complaints.
Knowledge and Experience
Strong organizational abilities are essential in this role. Communication and interpersonal skills are also important when liaising with all parties involved. Prior admin experience would be advantageous.