Do you know what your reporting channels are up to?

Keeping reporting channels top-of-mind and well-maintained is the first step in building a fluid case management process

Why do you need a reporting system?
Your reporting system is the bread and butter to your compliance program. It augments all subsequential compliance activity and helps enforce a compliance-first culture, not to mention provides invaluable data sets. Don’t let any channel fall to the wayside.

From your telephone hotline and web to intake and proxy – an incident begins escalation here. You simply cannot know all the details of compliance misconduct if it is not properly and accurately reported. When examining your reporting channels, make sure the they offer:

  • Security, privacy and anonymity
  • 24/7/365 access
  • Transparency
  • Cultural sensitivities such as multi-language capabilities
  • Encouragement of employee participation

Not only are hotlines the first step of the process into incident reporting and handling, all the channels contribute to building a robust data warehouse. Ensuring and enforcing quality reporting, encouraging employees to report incidents and regularly checking in on your channels’ effectiveness are key to addressing and closing cases in a more efficient manner.

In a recent report with Ethisphere, we found that 81 percent of compliance executives use hotline statistics to measure compliance program effectiveness. Data is exceptional output from each channel to prove its success, the compliance program and yours as a compliance professional. From your telephone channel alone you can gather stats around:

  • Number of rings before pickup
  • Call abandonment rate
  • Disruption of incoming calls during the day

The data will provide you the ammo you need in helping to spot trends to put an action plan in place before the issue gets out of hand as well as identify gaps and areas for improvement.

Keep it flexible
With the reality of the changing workforce, your hotline needs to remain compliant yet accessible to the  entire workforce; the concern of a diverse workforce is real and gets complex quickly. Amid the changes, ensure your organization is meeting compliance obligations by building a responsive program you can anticipate, scale and comply with legal requirements.

Spot check
Do a pop quiz on your management teams, employees, vendors, suppliers, and customers. Ask them if a compliance issue comes to the surface, where they will go to report it. What channels will they use? If they seem hesitant, you either have to re-evaluate the promotion and awareness of these channels, or the workforce needs a friendly reminder – it never hurts to do both!

Resources
The Case Management: Definitive Guide includes success tips to encourage employee participation. For the best practices on incident-reporting download the guide. If you have a copy already, take a closer look at part one. What data do you extract from your reporting system? Keep the conversation going.