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Complete employee complaint management, survey, and feedback program.

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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and penaltiesSmall staff size can actually lead to awkward employment situationsInternal processes and practices can be outdated, undocumented, and under communicatedThe best way to deal with the EEOC is to avoid them all togetherCommitment to the prevention of incidents through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
  • Opendoorline™

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