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Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
Opendoorline™
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Opendoorline™

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Complete employee complaint management, survey, and feedback program.

Complete employee complaint management, survey, and feedback program.

Published in: Business, Technology
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  • Over the past two years (2008, 2009), the EEOC received 188,679 complaints of harassment, discrimination, retaliation, and other employment practice violationsThe average length of an EEOC investigation is 182 daysOver $376 million in penalties and settlementsEEOC files about300 lawsuits against companies each yearAverage award of $250K per suitSmaller companies are often the most at risk for complaints, investigations, and penaltiesSmall staff size can actually lead to awkward employment situationsInternal processes and practices can be outdated, undocumented, and under communicatedThe best way to deal with the EEOC is to avoid them all togetherCommitment to the prevention of incidents through policies, training and programsCommitment to the processing of incidents with professionalism, consistency and objectivityThese two things will often result in early dismissal of complaints and/or lawsuits saving thousands of dollars in legal expense , penalties, and settlements
  • Avoiding EEOC and Legal PenaltiesIf workplace issues occur without deliberate employer action or resolution, costly complaints can be filed with the EEOC, and/or result in legal actionOpendoorline™ demonstrates employer commitment to a safe, healthy, productive work environmentEmployees are fully informed and given as many options as possible to make issues knownThe presence of such a program also acts as a deterrent to inappropriate behavior, resulting in lower liability riskWOLF’s assistance with periodic reminders, communication support, and training keeps your policies fresh and up-to-dateEncouraging Communication and Resolution of ProblemsUnresolved conflicts in an organization are damaging to productivity and limiters of success. It is better for all parties to find out about issues, and resolve them quicklyOpendoorline™ provides a “safer” more secure environment for expressing complaintsIt is often most awkward and difficult to express concerns and complaints in small to mid-size companiesAlso qualifies as an Alternative Dispute Resolution (ADR) process, helpful for remaining union freeCan be customized for used in the context of a union grievance process as well
  • Transcript

    • 1. Opendoorline™
      A complete employee communication portal and complaint management program
      1
    • 2. Having Employees is Risky
      Over the past two years , the EEOC received more than 188,000 complaints of harassment, discrimination, retaliation, and other employment practice violations
      Smaller companies are often the most at risk for complaints, investigations, and penalties
      The best way to deal with the EEOC is to avoid them all together
      Prevention of incidents through policies, training and programs
      Processing of incidents with professionalism, consistency and objectivity
      These two things will often result in early dismissal of complaints and/or lawsuits saving thousands of dollars in legal expense , penalties, and settlements
      2
    • 3. Opendoorline™
      Fully managed employee communication program
      3
      Employee complaint management
      • Professional investigation and incident documentation
      • 4. 5 methods of receipt (Web Portal, Toll Free, Fax, E-mail, PO Box)
      • 5. Demonstrates commitment and ensures appropriate response
      Associate feedback surveys
      • Annual Engagement Surveys
      • 6. Exit Interviews
      • 7. Feedback and opinion polling
    • Why Opendoorline™?
      1
      4
      2
      Employer Risk Management
      Employee
      Rights & Satisfaction
    • 8. Faragher/Ellerth Defense
      The “doctrine of avoidable consequences.”
      5
      Prevents a party from
      recovering damages where the
      injured party could have avoided
      harm through reasonable
      efforts.
    • 9. Faragher/Ellerth Defense
      6
      When an employer does more than just issue a policy, it places the burden on the employee to ‘avoid harm’ and use the resources provided.
    • 10. Using the F/E Defense…
      Adopt and publicize clear policies and procedures
      Train managers and employees
      Require employees to review and commit to use company processes
      Implement robust, objective, and professional complaint mechanism
      Communicate and remind often
      7
    • 11. Opendoorline™ is your ticket to a strong Faragher/Ellerth Defense
      ….and better employee communication and satisfaction
      8
    • 12. What is Opendoorline™?
      A third-party provided employee complaint management program
      Employment Practices (harassment, discrimination, retaliation, wage/hour issues, FMLA/Leaves…)
      Financial/Ethical (Accounting/Audit, fraud, theft, confidentiality breach, etc…)
      Working Conditions (Safety, Facilities, Hazardous Materials, etc…)
      Operations/Quality (Processes, waste reduction, customer experience, etc…)
      Multiple complaint intake options for employees
      Web portal, Toll Free Hotline, Email, Fax, P.O. Box
      Objective third party case management and professional investigation when needed
      • Tracking, management, and follow-up
      • 13. Documentation and Reporting
      • 14. Formal investigation and/or mediation
      9
    • 15. 10
    • 16. How does the program work?
      Busy business leaders gain a full-service partner that proactively manages the entire program
      WOLF HR Solutions℠ makes it easy for you. We will…
      implement the program components (web, phone, fax, E-mail, Mail) to your specifications
      provide initial communication/training support to introduce the program to employees
      manage the intake of all complaints, document, and then facilitate resolution according to the process determined with you
      provide periodic reports to the management team, and/or Board, regarding the types of concerns received, status, and resolution
      provide free updates on regulatory changes, employment law developments, and other issues related to employment practices
      provide regular reminders and communication resources to keep the company’s commitment to employment practices and ethical behavior fresh and relevant
      provide convenient additional services to support your management team
      11
    • 17. Customized, Branded Solution For Each Client
      The solution provides employees with FIVE additional “safe” methods for expressing complaints
      Demonstrates employer concern and commitment to “open door” policy
      Provides issue tracking, accountability, and reporting
      Dedicated private
      email address
      Dedicated, branded website
      Secure P.O. Box
      Employee
      Options
      Faxed HR Complaint Form
      Toll-Free Call to a Third Party Specialist
      12
    • 18. Professional “Concern Managers”
      Professional, discreet and trustworthy
      Required to sign non-disclosure agreements monthly
      College educated
      Located in Kansas City
      Training provided:
      Customer relations
      Handling sensitive information
      Privacy and confidentiality practices
      Your specific culture, operations, job types, organization structure, workplace demands
      Regulatory and legal rules and requirements
      Live answer 7am-10pm with voicemail back-up
      13
    • 19. What types of complaints can be handled?
      Employment
      Practices
      Financial
      & Ethical
      Working
      Conditions
      Operations
      & Quality
      Note: This is the full range of complaint/concern types. The specific types and processes for resolution are customizable to fit your needs.
      14
    • 45. Training and Communication
      Another key in preventing issues (and defense of claims) is the quality of training and approach to ongoing communication
      A “once for all” approach to training does not provide much value when defending claims
      A partnership with WOLF results in a solid program of training and ongoing communications
      Busy executives need not worry about planning, writing, and communicating policy reminders, process instructions, and company commitment
      15
    • 46. Reporting
      WOLF provides periodic reporting to HR, or other recipient showing the current status of concerns, and any trends to be observed.
      16
    • 47. The Benefits of Opendoorline™
      For Employees
      Improved confidentiality
      Choices for expressing complaints
      Mechanism to resolve stressful situations
      Assurances of follow through
      Confidence in the fairness of management
      Safer and healthier work environment
      For Employers
      Protection from EEOC penalties
      Improved morale and employee satisfaction
      Administrative relief and coordination
      Legal action avoidance
      Access to support and expertise
      Affordable peace of mind
      17
    • 48. The Pulse
      The Associate Survey Option
      18
      An employee feedback survey is an important demonstration of your desire to listen to employees and create a positive work experience. 
      Keeping your "finger on the pulse" of employee satisfaction is important to ensure continued productivity, morale, and employee retention.
      The Opendoorline™ Associate Survey option, is a natural extension of your Opendoorline™ program. 
    • 49. The Pulse
      What's Included: 
      Creation of customized employee engagement survey (or importing of existing survey format)
      Communication plan support and linkage to your customized Opendoorline™ web portal
      Survey administration
      Results tabulation, analysis and report generation
      One hour management debrief session
      Web posting of survey results (past and present)
      19
    • 50. The Pulse – Exit Interviews
      20
      Rich source of information for improving the employment experience, recruiting profiles, and employee retention. 
      Can also point to dangerous employment practices lurking below the surface, which must be addressed! 
      Challenge is two-fold: 
      • Convincing employees to participate
      • 51. Getting employees to be HONEST and OPEN with the information
      • 52. Using a Third Party will encourage some to participate and be more honest
    • Employee Assistance
      Licensed EAP Counselors available to your employees
      Integrated with Opendoorline™
      COMING SOON
      21
    • 53. Typical Implementation Steps
      The Path to Improved Risk Avoidance
      Initial meeting to discuss program details, benefits, and services desired
      Readiness assessment to determine existing policy and/or training needs prior to program launch
      Policy/Handbook “refresh” (highly recommended)
      Training evaluation and refresh if necessary
      Program customization meeting
      Customize and launch branded company web portal
      Train Opendoorline™ Concern Managers regarding client company details
      Create and facilitate communication plan (initial and ongoing)
      Launch and manage employee concerns, complaints, and suggestions
      22
    • 54. Program Pricing
      The peace of mind that Opendoorline™ brings is priceless. The program itself is affordable!
      Contact WOLF for Pricing
      inquiries@wolfhrsolutions.com
      Additional support for complaint investigation, EAP counseling, handbook/policy rewrites, employee training services, and other organizational/HR services is available on a project or time/expenses basis
      23
    • 55. It’s now okay to Cry WOLF
      24
      Jeffrey J. De Wolf
      President & Managing Principal
      913.219.5353 (direct)
      800.850.WOLF
      http://crywolfnow.com
      inquiries@wolfhrsolutions.com

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