Client Need and Issue
A small private college in the Northeast engaged TNG to provide investigation and decision-making support for civil rights-based complaints, which expanded further during a period of staff turnover and extended employee absences. The institution needed experienced professionals to maintain continuity, address staffing gaps, and expand capacity for investigations, hearings, and other critical casework.
As the partnership developed, it became clear that the institution’s needs extended beyond temporary staffing support. What began as a request for a few investigations expanded to interim operational support and a broader effort to strengthen resolution processes and build more sustainable, long-term systems for managing civil rights matters.
TNG Approach and Solution
TNG served as an extension of the institution’s civil rights team and operations, providing end-to-end case management support throughout the resolution process, from intake and case routing to investigations, hearings, appeals, informal resolutions, and documentation review. TNG also assisted with student disciplinary matters, faculty and staff concerns, and other issues related to civil rights compliance.
Consultants worked with institutional leaders to strengthen and scale the institution’s resolution framework. This included refining policies and procedures, creating templates and forms used throughout the resolution process, establishing workflow and work product review protocols, and helping to standardize documentation and recordkeeping practices.
Because every institution operates uniquely, TNG tailored its recommendations and resources to align with the college’s specific culture, structure, and needs. This customized approach enabled improvements that complemented existing institutional practices while strengthening consistency and efficiency.
Outcome
The institution gained the ability to manage investigations, hearings, and appeals without interruption during staffing transitions while benefiting from standardized procedures, documentation practices, and workflows.
Today, the institution is better equipped to manage civil rights matters while maintaining flexibility to address future staffing and operational challenges. Through a combination of direct support and long-term process improvement, TNG helped to create a more resilient and sustainable framework for resolving complex issues across the campus community.