Better together solution: Legal Investigations and HR Service Delivery Employee Relations
Summarize
Summary of Better together solution: Legal Investigations and HR Service Delivery Employee Relations
This solution integrates Legal Investigations with HR Service Delivery Employee Relations to streamline the handling of employee complaints. Employees can submit complaints via the Employee Center portal without needing to decide which department should investigate. Fulfillers can transfer cases seamlessly between Legal and HR departments during triaging and investigation to ensure appropriate resolution.
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Key Features
- Omnichannel complaint submission through Employee Center and Anonymous Report Center (ARC) portals.
- Single triaging queue for all complaints using Universal Request for efficient intake and routing.
- Interdepartmental transfer of case details between Legal Investigations and HR Service Delivery Employee Relations, preserving essential information.
Configuration and Data Integration
To enable the collaboration, customers must configure Legal Investigations alongside HR Service Delivery Employee Relations and set up Universal Request for legal services. Data mapping ensures that when cases or legal ethics matters transfer between HR and Legal, full data copies with mapped fields are maintained. Specific scripts (HRERDepartmentTransferPostProcessor and LegalDepartmentTransferPostProcessor) support deep copying and data consistency across scopes.
Evidence handling respects external storage settings by copying artifacts and attachments appropriately, either as URLs or embedded documents. However, there is no association maintained between interviews and evidences when transferring from Legal to HR. Attachments linked to corrective or recommended actions are also transferred accordingly.
Complaint Handling Workflow
The solution supports a workflow where employees submit complaints via a universal request. A routing agent triages the request and assigns it to the appropriate department, creating either a legal matter or HR case as needed. Legal fulfillers or HR agents work on their respective tickets and can transfer the case back and forth. When transferring from Legal to HR, ticket details and comments are copied to a new HR case, and the legal ticket is closed. Similarly, HR cases can be escalated to Legal, creating a legal ethics matter for resolution.
Employees can submit complaints through the Employee Center portal without worrying about who should investigate the complaint. During the triaging or investigation process, fulfillers working on these issues can transfer them back and forth between the Legal and HR departments as necessary for resolution.
Key features
- Omnichannel modes for submitting complaints via Employee Center portal, and Anonymous Report Center (ARC) portal.
- Single triaging queue for all complaints through Universal Request.
- Interdepartmental transfer of basic case details between Legal Service Delivery Legal Investigations and HR Service Delivery Employee Relations.
Setting up Legal Investigations and HR Service Delivery Employee Relations to work together
Data mapping
When information related to HR Employee Relations cases and related legal ethics matters is transferred between HR and the Legal departments, a complete data copy with appropriate data mapping is performed. For the Legal to HR transfer,
activate the HRERDepartmentTransferPostProcessor script to enable copying. For more information, see Data mapping fields.
- Legal to HR:
HRERDepartmentTransferPostProcessor(Employee Relations scope) - HR to Legal:
LegalDepartmentTransferPostProcessor(Legal Investigations scope)
In the Evidence of type link table, for a Legal to HR transfer, if external storage is enabled for the legal matter, the artifacts are copied into evidences with the URL field containing the document URL. If external storage is turned off, the matter artifact is copied as an evidence with all the attachments.
If external storage is enabled for the legal matter, all the attachments or documents are copied as evidences with an external documents link. For a Legal to HR transfer, no association exists between the interviews and evidences.
In the Corrective/Recommended Actions table, for a Legal to HR transfer, attachments in matter and artifacts linked to the Recommended action task are copied as attachments to the HR Corrective Action. If external storage is enabled for the legal matter, all the attachments or documents are copied as evidences with an external documents link.
Workflow for handling complaints
The following workflow example explains how routing agents, legal fulfillers, and HR agents can use the applications together to resolve complaint requests submitted by employees.
- Employees who observe an ethical violation or similar incident report it by submitting a universal request. See Submit a complaint through the Quick Link in Employee Center.
- A universal request routing agent can triage these complaint requests and create
tickets for the appropriate department to work on. See Triaging universal requests for legal investigation complaints.Note:When the routing agent creates a legal ticket for complaints from the universal request, an ethics legal matter is created directly to handle and resolve the complaint.
- The fulfiller from the respective department who is assigned the ticket can work on it and close it, transfer it to another department, or transfer to the universal request. See Work on a legal matter for a complaint.
- When a ticket is transferred from the Legal department to the HR department, the details in the legal ticket, such as the description, short description, and comments, are copied to the HR Case. The legal ticket is closed, and an HR case is created, which is then handled by an HR agent. See Transfer a legal ticket to another department. Similarly, an HR agent working on an HR case can transfer it to the Legal department, which creates an ethics legal matter.