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Xpera Case Study Confidenceline

15 May 2015
Anonymous

Case Study

ConfidenceLine

Background

ConfidenceLine is a communications program that allows employees or other individuals to anonymously report wrongdoing and sensitive issues that may be occurring within your organization.

The program provides a user-friendly conduit of information, 24/7, either through 1.800 call service or a direct web-based correspondence system. Both options are designed to facilitate immediate access. These systems provide invaluable information that ensures all levels of an organization remain connected.

Reporting through the ConfidenceLine program provides an outlet for employees, students, customers, suppliers, contractors and others

The ConfidenceLine call centre provides intake coverage 365 days per year for both new and returning callers. Reporting through the ConfidenceLine program provides an outlet for employees, students, customers, suppliers, contractors and others who have suspicions of wrongdoing, illegal or unethical acts, or non-compliance with company policies and procedures.

ConfidenceLine also offers a secure, E-Web reporting communication process that allows for direct and confidential communication between the reporting party and employer. Our E-Web reporting permits the complainant to anonymously log on to ConfidenceLine from a secure website that is created and customized to the company requirements during account set up.

ConfidenceLine provides employers with the following:

  • An anonymous confidential third party solution
  • Compliance and transparency
  • Response to critical events
  • Flexibility to address your company culture and specific organizational needs
  • Enhanced corporate communication
  • An ethical and safe working environment for employees

ConfidenceLine™ is a communication & compliance solution that provides employees, affiliates, suppliers, customers and other stakeholders, an avenue to anonymously report wrongdoing and sensitive issues within the workplace.

View Xpera ConfidenceLine™ in detail

The Challenge

A large Canadian port facility was concerned about how much they may not know regarding concerns held by their various vendors, clients, staff and facility users. Rumours abounded regarding unsafe labour practices, harassment and discriminatory practices, incomplete regulatory compliance and inconsistent licensing of operators. Reports had filtered out into the media, as well. Work stoppages had already occurred over some of the issues, and a large scale labour dispute that could close the port was threatened.

Rumours abounded regarding unsafe labour practices, harassment and discriminatory practices

ConfidenceLine also offers a secure, E-Web reporting communication process that allows for direct and confidential communication between the reporting party and employer. Our E-Web reporting permits the complainant to anonymously log on to ConfidenceLine from a secure website that is created and customized to the company requirements during account set up.

While not being directly liable for all that could be happening, in the interests of safety, good governance, a better and more efficient work environment for all – not to mention the operator’s reputation – a decision was made to establish a mechanism to learn what was going on ‘on the shop floor’.

As a part of Canada’s critical infrastructure, the port facility operator believed some form of confidential, reliable reporting mechanism that would bring previously unknown issues to the forefront and would benefit all stakeholders, especially if that mechanism was fully accessible to all stakeholders and included tools and strategies for responding to issues in a timely and transparent manner.

The Solution

The solution to not knowing what was going on, let alone being able to respond appropriately was ConfidenceLine – an independent 24/7, multi-lingual system for anonymous reporting.

Accessible by a 1.800 number, secure web, fax, post and e-mail, the system provides a cost effective, neutral and visible system for reporting frontline observations, concerns or behaviours that may run contary to laws, company policies and procedures, codes of conduct or ethical guidelines.

Working collaboratively with the client to create the most appropriate, relevant and impactful solution, the Xpera HRservices  ConfidenceLine team developed a process to complete the following:

  • Obtain caller reports
  • Record calls for accuracy purposes (callers are advised, and recordings are only available to ConfidenceLine personnel for quality assurance purposes)
  • Interview callers in a standardized, scripted manner to gather all relevant information, in a consistent, thorough, and measurable way
  • Evaluate data for accuracy and completeness
  • Provide unique identifier codes to each caller so they can check on the response to their report (encourages trust and support for the system, provides transparency to the caller)
  • Enter all data in customized, searchable database that key client managers have access to (protocols are established to remove access to individuals who have been implicated)
  • Monitor for quality assurance of call taking and data entry processes
  • Create an environment for two-way communications between the client representative and the anonymous reporting person.

Parallel to setting up and testing the system, Xpera worked with the client to create a communications plan to make all stakeholders aware of the ConfidenceLine tool, the rationale behind it, its intended purpose and how it could be accessed, as well as the process that would be used to respond to and investigate reports. Given the diverse workforce involved, all communications were multi-lingual and delivered by a variety of media channels identified as most appropriate to the various stakeholder groups.

Xpera HRservices is a leading provider of effective and risk-free human resource solutions.

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The Results

Within sixty days of implementing the Xpera ConfidenceLine system, the client was informed of the concerns and Xpera helped develop a strategy to handle the reports. With the strategy in place, a measurable rise in vendor compliance in safety and labour practices was noted, as was a decrease in worker complaints. People using the reporting mechanism could call back to check on the status of their report and were reassured that their concerns were being addressed.

The client made great effort to be seen to be responding to all reports, conducting investigations and visibly making changes arising from what was found.

Labour tensions visibly decreased over time, and threatened work stoppages were avoided.

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