Client Context
A mid-sized Canadian recreation organization faced an institutional crisis. Multiple credible harassment and misconduct allegations had surfaced across departments — both peer-to-peer conduct and management behavior — spanning 18 months. The organization had no formal investigation infrastructure. Staff feared retaliation, leadership was paralyzed, and morale was collapsing.
What We Did
— Conducted 28 confidential interviews with complainants, respondents, and witnesses, documenting 47 specific incidents and cross-checking against corroborating evidence
— Assessed organizational culture through staff surveys (73% participation) and focus groups, identifying systemic factors enabling misconduct
— Designed a four-tier accountability framework addressing substantiated allegations with proportionate measures
— Co-created manager training program covering investigative procedures, trauma-informed leadership, and psychological safety
— Established peer accountability structures and regular staff forums to sustain culture change
— Remained embedded through 12-month implementation, providing leadership coaching and adjusting remediation based on follow-up data
Outcomes
Investigation completed in 5 weeks with clear, evidence-supported findings that replaced speculation and rumor across the organization.
Trust scores improved 40% within 6 months: baseline trust in leadership rose from 28% to 68% — highest quartile for organizations post-crisis.
94% retention among complainants at one year. Zero left due to unresolved concerns.
Measurable culture shift:
- Psychological safety: 34% → 71%
- Manager training completion: 100% within 90 days
- Zero formal conduct complaints in 18 months post-investigation
"They handled an incredibly sensitive situation with professionalism and humanity. The investigation gave us clarity. The remediation program gave us hope. Most importantly, they stayed long enough to see the work through." — Executive Director, Recreation Organization