How to deal with a disclosure of a race incident: University recommended steps

Your main role in your capacity as School EDI Lead or Race Champion is to provide a listening ear and signpost to relevant sources of support. You are not a trained counsellor or mediator and we do not expect you to know all the answers when a race incident is disclosed to you. Moreover, we recognise that there is emotional labour involved in your role as it can be challenging to hear of such experiences. It is therefore important to acknowledge how you are feeling, practice self-care and seek support if necessary. You can seek support from the following sources:

Below are the University's recommended steps on how to respond to a disclosure of a race incident.

Step 1: Talk to the person who raised the issue

If someone who has experienced/witnessed a race incident approaches you or visits your office it will be important to stay calm (noting that they may be upset) and prioritise their and your wellbeing. Reassure the person that you will find the right support for them. Find somewhere quiet to speak to them if possible and support them to describe what has happened. Seek help from a colleague or line manager if needed;
If you were contacted by email or Teams or a telephone call, schedule a meeting/video call within two working days from the day you have been contacted;
Ask the person if they wish to be accompanied by their trade union representative (if they have one), or a colleague/friend/family member.

Tips:

Remind the person who raised the issue of your role and confidentiality obligation. At the start of the meeting, it may be helpful to read the following statement so that there is clarity on this point: “I want you to know that our conversation is private and that you are in a safe space. However, I shall be required to share information with relevant colleagues if we need to take action to keep you and others safe”.
Ensure that the space you are meeting in is private and you give your full attention to the person without any other disturbances. If you might get interrupted explain how you will handle that.
Inform the person who raised the issue that you may will need to take a note as a reminder of the conversation (see Step 2).

Step 2: Ask the person who raised the issue to describe the incident and take notes

You may find useful to take a note as a reminder of the discussion. Any notes of the discussion could be subject to a Subject Access Request (SAR) and be used as part of an investigation. Further information on this can be found on the Data Protection webpages.

If you take notes, inform the person:

where and how the notes will be kept (Note: store the notes in your password-protected University laptop and encrypt the file with a password. If you do not have the laptop with you, ensure that the information that has been disclosed are reported safely on your laptop as soon as possible and your notes destroyed);
whom the notes will be passed to if necessary (e.g., in case of an immediate risk or for further consultation or investigation).

During the conversation, keep an open mind, be alert to any sensitivities, and look out for the person’s wellbeing. It's likely to be stressful and distressing for someone to experience bullying, harassment, discrimination or victimisation or witness someone else being bullied, harassed, victimised, or discriminated against or be accused of bullying, harassment, discrimination or victimisation.

Tips:

during the conversation, focus on listening rather asking questions. If you do ask questions ensure they are open and avoid questions which start with why as this can make a person feel as though they are being interrogated;
leave any personal feelings you have about the incident to one side (something that seems a small matter to you, can feel very different to the person experiencing it);
take note of how the incident has affected them. Reassure the person that is not their fault and they are not alone in handling the incident;
encourage the person to talk without putting words in their mouth. Be prepared for pauses or long silences while the person expresses their feelings;
do not make assumptions;
consider the person's specific circumstances;
prioritise the person’s mental health and wellbeing and be ready to signpost them to the relevant support services (see step 5 below).

Step 3: Ask the person who raised the issue what they'd like to happen after the conversation with you

It will be helpful to you to understand what the person wishes to do next so you can signpost them to the appropriate University service. The following are examples of what the person may wish to happen next:

an apology or have a conversation with the person they’re complaining about
mediation
make a formal complaint
a change to policy or procedure
no action

Tips:

Assure the person that they have options about what to do next;
Provide support options available that may assist in helping determine their next steps (see list of advice and support services in section 5 below) and be clear regarding obligations of duty of care you may have;
Respect the affected person’s decision as to next steps (unless you identify an immediate risk for them).

The following lines may be helpful:

“Thanks for sharing this experience with me…. or “Thank you for trusting me with that information”

“I can hear that this has made you feel (use their words)”

“I don’t have any specialist training in helping people with experiences like yours but I can give you contact details for people who do…” or “Do you currently feel safe?”

Step 4: Decide the next steps

After the disclosure of the incident you may:

consider how the person who raised the concern would like it handled (e.g., you could suggest that they report the issue in the Online Reporting Tool noting the two options available explained in Step 5 below);
advise the person to contact an HR Partner or the Student Advice & Support Office for advice;
schedule a second meeting with the person and gather more information in relation to the incident or support the person informally.

If you think it’s an extremely serious matter and the person who reported the incident is at risk (for example they do not feel safe or have suicidal thoughts or they could be a victim of repercussions), you might handle the incident by contacting the HR Partner or Student Support or the Police by dialling 999. The University of Aberdeen is a Third-Party Reporting Centre and Student Support Services and Human Resources staff have been trained in supporting people in making a report of Hate Crime to Police. To access this support, contact Human Resources or the Student Advice & Support Office.

Step 5: Signpost the person who raised the issue to the relevant support & advice resources

Staff and students who have raised a race-related issue, should be signposted to appropriate internal or external sources of support.

The Online Reporting Tool can be used to report any incidents or acts of harassment, bullying, violence, targeted hate, or sexual misconduct. All staff, students, and visitors to our campus can report something that has happened to them or that they have witnessed. The report can be made anonymously (information about support services will be provided) or someone accessing the Tool can leave their contact details and an adviser will contact them. Anonymous reports do not commence a formal process and cannot be used to name individuals.

In addition, there are internal sources of support and advice for students, staff, and external sources available and these are listed below.

Sources of Support and Advice for Students
Student Support & Advice Office provides advice and support on a wide range of areas, AUSA Student Liberation Forums promote the interests of, and organise events for students who are part of or identify with certain groups; Personal Tutors can signpost students to support; The Student Helpline is available 24 hours a day and offers free of charge and immediate emotional support.
Sources of Support and Advice for Staff
The Employee Assistance Programme (EAP) provides a free, confidential face to face and telephone counselling service as well as information services. The EAP is provided by Care First and staff can contact them about work related or personal issues as well as information, such as legal or financial advice; Human Resources Partners and Advisers can advise on policies and procedures and provide informal guidance and support. HR will also manage cases which move into the formal route; The Workplace Dignity Network provides support to staff who would like to talk through workplace concerns. This could be in relation to bullying/harassment, stress, work relationships, work/life balance or mental health issues.
Sources of Support and Advice for Both Staff and Students
Counselling Service offers online and face to face counselling appointments for both staff and students. Counselling is a talking therapy which gives the opportunity to explore issues which are causing concern or distress. The Counselling Service can give the space to find a new perspective on a problem or think about options for change; The Multi-Faith Chaplaincy is open to staff and students from all cultures, faiths and beliefs including no belief and is a place of pastoral care. Chaplains provide support and advice to members of the community in times of stress, crisis, bereavement, or illness. They are also available for those wishing to explore questions of a personal or confidential nature. The Multi-Faith Chaplaincy operates an open-door policy; Staff and Postgraduate Research Student Equality Networks play a central role in the development of EDI policies, practices and initiatives. The chairs of the Networks are members of the Equality Diversity and Inclusion Committee (EDIC), positioning them at the heart of EDI decision-making. The Networks offer safe spaces for colleagues to share experiences and/or discuss how the University can continue to support EDI.
External Sources of Support and Advice
It is understood that not all staff and students will feel comfortable seeking University support and advice. Some external sources of support and advice may include: Community Security Trust (CST) is a charity that has a dedicated team that deals with antisemitic incidents and provides victim support; The Equality Advisory and Support Service (EASS) is an independent advice service aimed at individuals who need information, advice and support on discrimination and human rights issues and the applicable law; The Grampian Regional Equality Council (GREC) provides free, confidential support and advice to people in Aberdeen who have suffered inequality or discrimination; Stop Hate UK offers a helpline for people who want to report a Hate Crime or get support; Third Party Reporting Centres can be used for those reluctant to report crime directly to the police. Victims and witnesses can report, without contacting the police directly, through a Third Party Reporting Centre; ACAS helpline provides workplace advice, including employers, employees and workers; Aberdeen Citizens Advice Bureau provides free, impartial, and independent advice on a wide range of subjects including employment.

Step 6: Always record the incident

To ensure the person who disclosed the incident gets appropriate support and for monitoring purposes to increase awareness of the occurrence of racism in our Institution, it is important that you record the incident (even if no follow up is needed). Access the Online Reporting Tool and provide the following information:

type of incident (with a short description),
date when the incident occurred,
date when the incident was reported to you,
area where the incident occurred (Science, Humanities, Professional Services Directorates),
how the incident was dealt with,
any actions you have undertaken or you plan to undertake,
whether the issue was resolved or follow up steps were agreed.