What is HR Case Management?

HR Case Management

HR Case Management is a concept born from more traditional case management applications, such as customer service or IT.

If you have ever purchased a product and later contacted the company where purchased for help or support, it is likely that the representative you reached was using a “case management system” to document a description of your problem and then work to provide a solution. If the representative was unable to answer your question right away, the case was, most likely, passed on to someone with more experience who could help. A good case management system enables the help desk service to efficiently handle a large quantity of questions, requests, and problems without losing any information, or letting issues or challenges fall through the cracks. HR Case Management brings the same ideas and capabilities to an HR department, except that instead of dealing with purchased product questions or issues, we’re dealing with employee questions and issues.

The use of an HR Case Management system helps to ensure that all HR interactions with employees are tracked, that the service provided is consistent and timely, that compliance with legal and regulatory standards is maintained, and that all records are securely-housed in a single location, easily accessed by properly credentialed staff members.

HR Case Management enables the following core functions:

  • Close tracking of all questions and issues
  • Tracking of task ownership
  • Automated workflow support with event-driven business rules
  • Escalation and collaboration
  • Capture and provide easy access to knowledge for HR advisors and employees
  • Employee self-service

How is HR Case Management Used?

When an employee contacts your human resources department with a question, problem, or grievance, a case is created and the entire communication thread is captured. While the case is being created and handled, information about the employee such as their office location, manager, personal information, and past case history is displayed to the user. Each case it is categorized to ensure that it is routed to the appropriate people and handled properly. The creation of each new case triggers any number of automated processes – for example, timers for when certain things need to be completed or a notification to someone when a particular type of case is created.

Some case management solutions make it easy to capture knowledge which can then be stored in a knowledge base and used to help solve future cases. Storing knowledge separately from case information is preferable because cases typically contain a great deal of information which may not be relevant to solving an issue in general terms, plus a case will often hold confidential personal data. Another factor: cases tend to be filled with vocabulary variations that can make text searches and analysis more challenging.

Case solutions, corporate policies, employment law documents, and other knowledge resources can be stored in the system as Knowledge Articles where they can be easily searched. When a new Knowledge Article is developed, in response to an employee question or issue, the HR Advisor describes the situation, as well as the solution in general terms and in a common vocabulary, and then links it to the case. The new Knowledge Article is made available immediately in your knowledge base so when the same question or issue comes up again, it can quickly be found and used to resolve a new case. In this way, it’s easy to see if a given question or issue – however worded – comes up repeatedly.

The Full Employee Experience

Tracking the full employee experience allows companies to see the real picture, in-depth, of the relationship between employer and employee. Suddenly, true employee engagement – based on a real understanding of that relationship – has potential. The potential is realized when employees stay, and they stay because they are cared for, they are appreciated, and they are allowed to grow. The data from a case management system takes employee engagement from fairy tale to truth and from attrition to growth.

The Big Picture, the Real Picture of HR Case Management