HR Case Management, Better Employee Experience!
If you have ever purchased a product and later contacted that company 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 that rep was unable to answer your question right away, the case was escalated and, most likely, passed on to someone with more experience for resolution. 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 these same ideas and capabilities to the HR department, except that instead of dealing with product or service questions and issues, employee questions and issues are managed.
The use of an HR Case Management system or HR Help Desk ensures 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 housed securely in a single location, easily accessed by properly credentialed staff members.
HR Case Management enables the following core functions:
- Tracking of all complaints, 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
- Case Resolution
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 is categorized to ensure that it is routed appropriately and handled properly. The creation of each new case triggers selected automated processes – for example, timers for when certain tasks need to be completed or when a notification is sent when a particular type of case is created.
A good case management solution makes it easy to capture knowledge which is stored in a knowledge base and used to 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 all cases will 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 now available 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 full 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 valued, and they are allowed to grow. The data from a case management system shows the truth of an organization’s employee engagement.