The Art of Intake in Workplace Investigations
Investigation Intake Interview
When I started my workplace investigations practice, I had no idea how much the intake process would set me up for success as an investigator. Back then, I saw it as just another box to check, gather a few details, jot down some notes, and move on to the “real work” of interviewing and analyzing evidence.
I learned the hard way how wrong that mindset was.
One case in particular sticks with me. It involved a discrimination complaint that had already been in progress when I stepped in. The intake had been done, and I assumed everything I needed was already there—dates, details, and a clear understanding of the key issues.
But as I started digging into the case, it became clear that something was missing. The intake notes were light on specifics, and the timeline of events was murky at best. I couldn’t get a clear picture of what had happened or when, and that lack of clarity was making the investigation more complicated than it needed to be.
I decided the best way forward was to revisit the intake entirely. At first, I worried this might frustrate the complainant. Asking them to repeat their story could feel like starting over, and I didn’t want to give the impression that their concerns hadn’t been taken seriously. But I also knew that a fresh intake was the only way to ensure the investigation was fair, thorough, and accurate.
If you’ve ever felt like you were flying blind in the middle of an investigation, I promise you’re not alone. But I’m here to tell you that most of these headaches can be avoided with one simple fix: taking intake seriously.
What Is Intake, Really?
When I talk about intake, I’m not just referring to jotting down names and dates or skimming through a complaint form. Intake is about more than gathering facts, it’s about understanding the context.
At its core, intake involves defining the investigation’s scope, identifying the key players, and setting expectations. It’s the moment when you move from reactive to proactive (if you read last week’s article yes, there’s a theme here), ensuring you’re equipped to handle whatever twists and turns may come your way.
Why Does Intake Matter So Much?
I get it. Intake might not feel like the most exciting part of an investigation. It’s tempting to rush through it so you can “get to the good stuff.” But if your intake process is weak, while it might seem fine at first, problems will surface later. And when they do, they’ll be tough to fix.
Here’s why intake sets the stage for an effective workplace investigation:
1. It Defines the Scope of the Investigation
Without a clear understanding of the complaint, it’s impossible to know where to focus your energy. Intake is your chance to figure out what questions need to be answered and what’s outside your purview. It helps pinpoint key elements, so the investigation stays focused and effective.
2. It Builds Credibility and Trust
Have you ever tried to tell someone something deeply personal, only to feel like they weren’t really listening? It’s awful, isn’t it? Now imagine how an employee must feel when they muster the courage to file a complaint, only to be met with indifference or a rushed response.
The intake process is your first opportunity to show the complainant that their concerns are being taken seriously. By actively listening, staying neutral, and explaining what comes next, you’re not just gathering information—you’re building trust.
And trust matters. When employees believe the investigation process is fair and professional, they’re more likely to cooperate, leading to better outcomes for everyone involved.
3. It Prevents Missteps Down the Line
The truth is, a rushed or incomplete intake often leads to more work (and more stress) later on. Missteps in the intake process can lead to oversights, delays and frustration. Taking the time upfront to gather comprehensive, accurate information helps you avoid surprises, minimizes risk and keeps the investigation running smoothly.
4. It Establishes Neutrality
As investigators, we walk a fine line. Our job is to uncover the truth, but to do that, we need to maintain impartiality throughout the investigation. Intake is where this neutrality begins.
How you approach the initial conversation—whether it’s with the complainant, a respondent, or a witness—can set the tone for the entire investigation. Are you genuinely curious about their perspective? Are you careful not to validate or dismiss their claims prematurely?
Every decision you make during intake sends a message. Remember, you’re there to understand the situation, not to take sides.
Conclusion
As I look back to that earlier case, I’ve come to realize that intake isn’t just the first step of an investigation, it’s the step that determines everything that comes after. While it might not be glamorous, it’s where every thorough investigation begins. It’s your chance to define the scope, set expectations, and build the trust you’ll need to see the process through.
If you liked this article, do me a favor and share it with a colleague or repost it to your network.
Together we’re building a community of investigators committed to elevating workplace culture.
If you’ve ever felt like your investigations could be more streamlined or focused, the intake process is a great place to start. And I’m here to help.
I’ve created a free tool to help streamline your workplace investigations from intake to resolution. The Workplace Investigation Planning Template is designed to guide you step-by-step, ensuring you capture the most critical details and stay organized throughout the process. It’s your go-to resource for conducting thorough, efficient, and effective investigations every time.
If you’re wondering about the “how” of intake and ready to take your skills to the next level, my self-paced online course, The Investigative Edge, dives deep into the strategies, tools, and techniques that make intake a true game-changer. Inside the course you’ll find:
· A roadmap for creating a streamlined process that ensures consistency and clarity from start to finish.
· Best practices to refine your skills and conduct efficient, effective investigations with confidence.
· Access to my full library of reference guides, templates, checklists, and tools, designed to save you time and simplify your workflow.
Plus, stay tuned—I’ll have a special offer on the course during the week of February 3 to help make 2025 the year you optimize your entire investigation process.
