Clear Voice begins as a communication channel that all parties can trust, providing opportunities for workers to anonymously report concerns.
The hotline’s purpose is to support effective grievance mechanisms by providing information to factory and farm managers, giving them an opportunity to resolve small problems before they become bigger ones. Clear Voice is a project of The Cahn Group.
Clear Voice Projects and Advisory Services
Clear Voice specializes in the design of hotline and grievance handling services that are tailored to meet individual company needs in keeping with global best practice. A list of current or completed projects is listed below.
Worker Call/Text Intake
Clear Voice representatives respond to text or voice messages from workers by receiving complaint information and preparing reports. Reports are filed with factory or buyer per agreed-upon protocols. Clear Voice communicates response from factories or buyers back to workers whenever possible.
After Clear Voice files a complaint report with factory management, Clear Voice representatives obtain initial response. If facts in a case are in dispute, Clear Voice gathers additional information related to the complaint from all relevant parties. Clear Voice representatives analyze the facts in the case and provide recommendations for resolution of the complaint.
Grievance Mediation Service
After facts are established through the investigation process, Clear Voice representatives seek to find a mutually agreeable solution between management and the worker who complained by mediating between the parties.
Monthly and annual summary reports of Clear Voice activities are prepared and delivered using standard templates. The reports are distributed in accordance with agreed-upon protocols.
Management Orientation Training
Orientations about Clear Voice designed for managers include training on Clear Voice protocols and introduction to principles of effective grievance mechanisms.
Orientations about Clear Voice designed for workers include short, in-factory training for workers, typically in small groups, during the lunch or other break period and include: a) purpose of Clear Voice, b) how to use Clear Voice and c) what to expect after contacting Clear Voice.
The purpose of non-retaliation calls is to provide brands and retailers with the information they need to ensure the integrity of worker interviews that take place during factory audits and to provide the information the brand or retailer needs to discuss any violations of its non-retaliation policy with factory management.
To begin, the brand or retailer receives a list of names and phone numbers of workers interviewed during factory audits from auditors (internal or external). These workers have been told by the auditors that they may be called by Clear Voice to learn if there have been any negative repercussions as a result of the worker interview.
The brand or retailer forwards the interview lists to Clear Voice. Clear Voice then calls the interviewed workers and, using a set questionnaire, determines whether any harassment, intimidation, penalty or other form of retaliation has been levied against the workers.
The calls are made several weeks after the audit takes place. The results of the interviews with workers are carefully captured in a report template. Workers who report retaliation are noted as "red flags" and are called out in the report for ready access.
Completed or Ongoing Clear Voice Projects
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