Hotlines

 

Hotlines are an effective tool to report perceived ethical issues, code of conduct violations, potential conflicts of interest and other behaviors that are not condoned by an organization. By allowing employees, clients, students, customers and others to identify issues anonymously an organization increases the probability of violations being reported.  They should be able to report issues without fear of retribution.

 

For a hotline to be effective the caller must be assured of anonymity if they request it. In addition, the person answering the hotline must be trained in how to field calls through the use of FAQ sheets and scripts.

 

Once issues are reported they must be documented, investigated and a decision must be made on the reported violation.  Compliance hotlines are used to report perceived:

 

  • Ethical issues
  • Violations of laws, regulations, government directives, etc.
  • Fraud, theft and embezzlement
  • Violations of gift policies
  • Conflicts of interest
  • Misues of Property and Records
  • Privacy issues
  • Improper billing
  • Kickbacks and bribery

 

Compliance hotlines are not used to report:

 

  • Employee grievances such as general complaints against a manager
  • Dissatisfaction with a performance evaluation
  • Complaints about work hours
  • Wage issues

 

Implementing a Hotline

 
Clark Atlanta University needed to implement a Compliance Hotline.  The purpose of the hotline was to be used by faculty, staff and students to report perceived compliance violations.  The facilities office was able to install a phone without a caller ID screen as well as setup a confidential e-mail account.  I developed a script to be used by all employees responsible for answering the hotline, a call tracking form, a call resolution action plan, hotline operating procedures and process flows.
 
Jackie Willey
 

 

 

What Are Your Next Steps?

 

Are you ready to get started on implementing a Hotline? An initial consultation is only $100.  Here is what you get. 

 

  • A 60 minute one-on-one phone consultation with Jackie Willey. Each consultation is personalized to fit the client’s needs.
     
  • After the phone consultation you will receive a document detailing the conversation including any decisions you have made, ideas that have been raised and any other pertinent information.
     
  • The $100 fee is applied to the cost of implementing your Hotline plan if you decide to use Jackie Willey.
     
  • Clients often find it most effective to send Jackie Willey an e-mail with their questions in advance of their discussion. Other clients don’t know where to start and need help developing a plan. Jackie is flexible and will work with you to get the most out of the conversation.

 

Still Not Sure? Free Consulting Is Available

 

Jackie Willey is available for a free 30 minute consultation to discuss your Hotline implementation and help you develop the best strategy to meet your needs.

 

 

Get started today by e-mailing Jackie at jackie@jackiewilley.com