Manager tool 01
The first 24 hours of an employee relations issue
A calm first-response checklist to protect people, evidence and a fair process before decisions are made.
Best for
A complaint, allegation, conflict, conduct concern or other unexpected people issue
Time
10-15 minutes
Reviewed
10 September 2026
Pause and get HR or specialist advice if...
- There is an immediate risk to someone's safety or wellbeing.
- The issue may involve discrimination, harassment, whistleblowing, safeguarding, criminal conduct or a serious data breach.
- You are personally involved, have already reached a conclusion, or cannot act impartially.
- You are considering suspension, dismissal or another action with serious consequences.
1. Stabilise the situation
- Check whether anyone needs immediate support, medical help or protection from further harm.
- Separate people or change duties only where necessary and proportionate. Do not treat this as a punishment.
- Explain that the concern will be taken seriously and handled as privately as possible, without promising absolute confidentiality.
- Do not promise an outcome, name a sanction or tell anyone that the allegation is proven.
2. Capture the essentials
- Record who raised the issue, when it was raised and the words they used as accurately as possible.
- Note what is alleged to have happened, when, where, who was present and whether it is ongoing.
- Secure relevant documents, messages, CCTV or system records before they can be lost or overwritten.
- Keep your notes factual. Separate what you observed from what somebody told you.
What happened?
Who may have first-hand information?
What needs preserving today?
3. Triage - do not investigate yet
- Check the relevant policy and any reporting or safeguarding route that must be followed.
- Decide who should own the next step and whether an independent manager is needed.
- Consider whether the person complained about needs to be told now, or whether early disclosure could affect evidence or safety.
- Set the next contact point. Even if there is no update, tell the person when they will hear from you.