It can be very challenging to run a business effectively. It is more likely that employees who work for a large organization don’t have the opportunities to express their opinions, concerns, complaints, or new ideas.
There is a downside to growth – when a company grows and becomes more complex, it becomes more difficult for lower-level employees to communicate with upper management, executives, and other decision-makers.
There are many instances in which employees in smaller organizations feel uncomfortable speaking with their superiors about problems with other employees, customers, or their work environment.
Most employers like to think that they know everything that goes on inside their business, but they could be unaware of issues that employees aren’t comfortable voicing to their managers, such as compliance concerns, inappropriate behavior, theft, and harassment. An employee hotline gives workers a safe way to report complaints anonymously without the fear of retaliation. By empowering employees to speak up, you can improve employee satisfaction and retention, solve problems faster, and you may even be able to prevent potential lawsuits and criminal investigations.
ACCFE found that organizations with hotlines detect fraud more quickly – and losses at organizations without hotlines are nearly double those at organizations with hotlines. Here’s what you need to know to create an employee hotline today.
Choose a hotline service
Despite the possibility of setting up an in-house hotline managed by someone within the company, it is usually more efficient to hire an outside company that specializes in employee hotlines. “Choosing an external company is a better option if you want people to feel the hotline is confidential”, says Cecilia Vocke, senior human resources consultant for strategic HR, Inc.
Below are some general tips for selecting a service:
- Choose a firm that offers the option for workers to file complaints using both a phone hotline and an online form, allowing them to communicate in the manner that is most comfortable and convenient for them. Inquire about the hotline’s operating hours (some are accessible 24 hours a day, 7 days a week), and make sure the website for making claims is simple and easy to navigate.
- Ask about pricing to make sure the service is affordable for your small business.
- Ask if the company serves clients in your industry or a related industry.
- Make sure the company allows you to view complaints quickly after they are filed and provides an easy way to access them.
- Talk to other small businesses to find out which hotline services they have used and what their experiences have been like.
Spread the word
After you’ve signed up for an employee hotline, you’ll be given a phone number and a website where employees may make complaints. Make sure your staff is aware of the hotline and the anonymity it provides by spreading the word.
You should educate your employees about all the ways that they can file a report, from posting a poster in the break room to sending an email, to including it in your employee handbook. While they will still have the option of going directly to their manager or HR, you will offer them this service if they are uncomfortable doing those things. Ensure confidentiality and anonymity, and that there will be no retaliation for reporting something.
Address complaints
Follow these best practices for handling employee complaints made through your hotline service:
- Investigate all reports, even those that may seem trivial. “Don’t ignore claims because employees will think that they shouldn’t bother reporting issues.
- Determine who is responsible for resolving the complaint. For instance, an accounting manager might be best suited to investigate accusations of fraudulent billing, while a human resources manager could handle discrimination complaints or employee disputes.
- Gather additional evidence if necessary. For instance, if there are claims of an unsafe work environment, visit the worksite to determine whether the claim is valid. If there are reports of theft or fraud, set up security cameras or review existing video footage.
- Interview employees named in serious allegations. Present them with the complaints made against them, and give them an opportunity to respond. If the investigator determines that other witnesses could provide testimonials, they should interview those individuals as well.
- In more minor complaints (like someone talking too loudly on the phone), consider addressing the whole group instead of singling out one person, such as through a staff email or newsletter.
- Keep a file of all the reports that have been received. Include notes on how the claims were addressed and how long it took to resolve them.
Bottom Line
You should seek the counsel of your HR department and your legal team, and take a deeper look into the actions that have been reported on your anonymous complaint line. You should verify the veracity of these claims quietly before you take any relevant action.
Of course, there is always the risk that employees will abuse this system by leaving prank messages or untrue information, but the benefits of having an anonymous inbound complaint line for your employees far outweigh this risk.
SW HR Consulting has been helping companies to build their teams and values for over 10 years. Contact us to find out more about our unique hr outsourcing services and see how our expertise can benefit you.
