When you receive a notice of an HRT complaint, what is the best response? Review these articles and learn more.

Manager’s Checklist: Executing the Duty to Inquire

Phase 1: Recognition & Observation

[ ] Identify the "Red Flags": Have you observed sudden, dramatic changes in performance, attendance, or behavior (e.g., a high performer becoming erratic, emotional outbursts, or chronic lateness)?

[ ] Rule out the "Normal": Is this behavior a significant departure from the employee’s established baseline or societal workplace norms?

[ ] Check for Ground Connection: Is there a reasonable basis to suspect the change might be related to a protected ground under the BC Human Rights Code (e.g., physical/mental disability, family status, or substance use)?

Phase 2: The Compassionate Inquiry

[ ] Select a Private Setting: Ensure the conversation happens in a confidential, non-threatening environment.

[ ] State the Facts, Not the Diagnosis: * Avoid: "I think you’re depressed."

• Use: "I’ve noticed you’ve missed four deadlines this month, which is unlike you. I’m concerned—is there anything going on that we can support you with?"

[ ] Ask the "Magic Question": "Are there any barriers in the workplace—or factors we should be aware of—that are impacting your ability to perform your duties?"

[ ] Reiterate Support: Remind the employee of available resources, such as an Employee Assistance Program (EAP) or your internal accommodation policy.

Phase 3: Information Gathering (The "Need to Know" Rule)

[ ] Focus on Limitations, Not Diagnosis: Remember that in BC, you are generally entitled to know the restrictions (e.g., "cannot lift over 10lbs" or "needs a quiet space"), not the specific medical diagnosis.

[ ] Request Functional Information: If the employee confirms a need, ask for a functional assessment from their healthcare provider that outlines what they can and cannot do.

[ ] Maintain Confidentiality: Ensure all medical notes are stored in a separate, secure file—not the general personnel file.

Phase 4: Assessment & Implementation

[ ] Review Against Undue Hardship: Can the requested changes be made without creating significant safety risks or unaffordable costs?

[ ] Document the Search for Options: Even if the employee’s "preferred" accommodation isn't possible, have you documented the alternative "reasonable" options you explored?

[ ] Establish a Review Date: Accommodation is a process, not a one-time event. Schedule a follow-up to see if the changes are working.