Peer Resolution Officers
Upon referral from a Peer Contact Officer, Peer Resolution Officers will speak with an Initiator to discuss their concerns and to establish what outcome the Initiator may be seeking. The Peer Resolution Officer will similarly seek for the Initiator to decide which of the three Wurru‑Ki confidentiality options they wish to choose (the three confidentiality options remain open to the Initiator).
If the Initiator wishes for the matter to proceed, the Peer Resolution officer will then speak with the person who is the cause of the Initiator’s concerns (the Respondent) to advise of the concerns that have been raised, the identity of the Initiator and what the Initiator is seeking by way of resolution. Discussion will then take place as to the Respondent’s willingness to seek resolution and what they would like to seek by way of resolution. There is no obligation on a Respondent to take part in the Wurru‑Ki process. However if the Respondent does not want to participate this will limit the Initiators options in dealing with the matter.
If the Respondent is willing to seek resolution, the Peer Resolution Officer will then work with both parties in an effort to bring them to an agreed resolution. The choice as to whether an agreed resolution is achieved will always rest jointly with the Initiator and Respondent. There is no obligation on either party to have to reach agreement. Where an agreed resolution is achieved, the Peer Resolution Officer will draw up a written agreement for both parties to sign and which is then put forward for approval by the Wurru‑Ki Director, noting that whatever might be agreed to may require organisational consideration. Once approved the Initiator and Respondent will be provided with a copy of the written agreement. The matter will then be considered resolved.
If Resolution is not reached it will be for the Initiator to determine if and how they wish to proceed with their concerns outside of Wurru‑Ki. One option open to the Initiator would be to lodge a formal complaint against the Respondent under Barwon Health’s Managing Complaints of Unsatisfactory Performance and Misconduct Guidelines.
To ensure consistency, a script is followed by all Peer Resolution Officers, to the extent the information to be gathered and conveyed is the same for every person who speaks with a Peer Resolution Officer.