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Employee Relations Case Management

Centralized case intake and tracking for harassment complaints, discrimination allegations, grievances, and workplace conflicts with automated routing, SLA tracking, investigation workflow management, and predictive escalation to reduce resolution time from 30-60 days to 15-30 days.

Business Outcome

reduction in time for case acknowledgment and triage

Complexity:

Medium

Time to Value:

3-6 months

Why This Matters

What It Is

Current State

(Traditional)

1. Employee reports harassment or discrimination complaint via email to HR manager. 2. HR manager manually creates case file in Excel spreadsheet or shared folder. 3. HR manager assigns case to HR business partner or investigator via email. 4. Investigator schedules interviews with complainant, accused, and witnesses (manual email coordination). 5. Investigator documents interviews in Word document, stores in shared folder. 6. Case drags on: 30-60 days from complaint to resolution due to manual coordination. 7. No SLA tracking: cases miss deadlines, complainants frustrated by lack of updates. 8. Compliance risk: no centralized audit trail, documentation scattered across emails and files.

Characteristics

• Dedicated Case Management Software
• Enterprise Resource Planning (ERP) Systems
• Document Management Systems
• Email for Communication
• Excel for Case Tracking

Pain Points

⚠ Process Inconsistency leading to fairness concerns and legal exposure.
⚠ Documentation and Compliance Challenges affecting audit trails and retention schedules.
⚠ Resource Constraints and Skill Gaps in HR professionals.
⚠ Visibility and Communication Gaps regarding case progress.
⚠ Data and Analytics Limitations hindering trend identification.
⚠ Escalation and Routing Inefficiencies causing delays.
⚠ Inconsistent responses due to lack of standardized approaches.
⚠ Limited insights from traditional systems into case trends and patterns.

Future State

(Agentic)

1. Employee Relations Case Management Agent provides multiple case intake channels: web form, mobile app, email, phone hotline, anonymous tip line. 2. Agent automatically creates case record: assigns case ID, timestamps submission, routes to appropriate HR business partner based on case type (harassment → senior investigator, policy violation → manager HRBP). 3. Agent tracks case through investigation lifecycle: intake → assignment → interviews → evidence review → determination → resolution. 4. Agent monitors SLAs: tracks time since case opened, sends alerts 'Case #1234 opened 25 days ago, approaching 30-day SLA deadline'. 5. Agent predicts escalation risk: 'Case #1234 involves senior executive and retaliation allegations—high risk, escalate to VP HR and Legal immediately'. 6. Agent manages investigation workflow: sends interview invites, documents witness statements, organizes evidence, creates investigation timeline. 7. Agent generates audit trail: complete case history with timestamps, actions, and outcomes for legal/compliance reporting.

Characteristics

• Case intake forms and submissions
• Case routing rules (case type → investigator assignment)
• SLA deadlines (internal policies, legal requirements)
• Employee organizational data (reporters, accused, witnesses)
• Investigation interview notes and evidence
• Case resolution outcomes and remediation actions
• Compliance reporting requirements (EEOC, state agencies)
• Legal hold and retention policies

Benefits

✓ 50% faster resolution: 15-30 days vs 30-60 days through automated workflows
✓ 100% SLA tracking: no missed deadlines, compliance ensured
✓ Centralized case management: all documentation in one system vs scattered emails/folders
✓ Automated routing: cases assigned to right investigator based on rules vs manual judgment
✓ Predictive escalation: high-risk cases flagged immediately for senior HR/legal review
✓ Audit readiness: complete case history available in seconds for EEOC, DOL, or internal audits
✓ Improved complainant experience: status updates, transparent process vs 'black hole'

Is This Right for You?

50% match

This score is based on general applicability (industry fit, implementation complexity, and ROI potential). Use the Preferences button above to set your industry, role, and company profile for personalized matching.

Why this score:

• Applicable across multiple industries
• Moderate expected business value
• Time to value: 3-6 months
• (Score based on general applicability - set preferences for personalized matching)

You might benefit from Employee Relations Case Management if:

You're experiencing: Process Inconsistency leading to fairness concerns and legal exposure.
You're experiencing: Documentation and Compliance Challenges affecting audit trails and retention schedules.
You're experiencing: Resource Constraints and Skill Gaps in HR professionals.