Paul's daughter wants to be involved. Should I say yes?

You manage a small community organisation that provides social support and activities for older adults. Earlier this week, Paul, an 84-year-old resident who attends your day programme three times a week, came to see you privately. He told you he'd been feeling upset and disrespected by a support worker, Tina, who he says has been dismissive of him in front of other residents. He spoke clearly and calmly — this is not the first time he's raised something with you, and you've always found him to be straightforward and reasonable.

You thanked Paul for coming to you and explained that you'd look into the matter carefully. You told him you'd be in touch about next steps. That afternoon, you wrote up a brief file note and began thinking about how to handle the complaint fairly — both for Paul and for Tina.

The next morning, you receive a call from Paul's daughter, Sione. She tells you her father came home upset last night and told the family what happened. She says the family is very concerned. She asks whether they can attend any meeting you hold to discuss the complaint — they want to make sure Paul is supported and that nothing gets swept under the rug. She's firm but polite, and you can hear genuine worry in her voice.

You're now sitting with a genuinely tricky situation. Family involvement matters in your organisation's values, and Sione's concern sounds real. But you're also aware that Tina deserves a fair process, that Paul's privacy belongs to him, and that you haven't yet confirmed what process you'll follow. You need to decide how to respond to Sione — and then work out how to proceed.