Most hotlines are seriously underutilized. Here’s how to build one that actually helps people.
: Either workers don’t understand their purpose, they are not staffed at convenient times, or workers, like the general public, prefer to text or message rather than using an 800 number.First, workers are instructed in using the hotline annually in a worker education session. These paid sessions are led by fellow workers who now work on the MD Program’s education and advocacy team, while staff from MD’s monitoring arm are on hand to translate the sessions for English speakers.
The MD program’s enforcement structure shakes farms out of this status quo thinking. Employers receive a premium in exchange for participation in the MD program; those who engage in or allow retaliation against complainants face suspension from the program, and loss of this premium. Furthermore, the MD program requires employers to engage with and respond to all valid complaints — doing nothing is not an option.
While MD staff retain the option of resorting to a more formal investigative complaint process, they also broker conversations and collaborative problem-solving between workers and employers where possible, drawing on personal relationships with workers and supervisors cultivated during farm visits.
Hotlines need to institute serious protections against retaliation with immediate, biting penalties for non-compliance.
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