HR / Case Manager Interview

Key Takeaways
“Knowledge is power”
Having access to relevant resources - i.e. policy, reference guides - helps achieve positive
outcomes
Anonymity isn’t always beneficial as it can take out the human element
“People what security, but personalisation”

Feature Idea
Admin - Triggers on keywords in chat or tags, that suggest links to relevant information
Informant - Suggest informants read relevant policy before they make a report, i.e. provide
links to policy based on their report

Future Interviews
James has suggested that his team would be interested in participating in future research
interviews and usability testing
HR / Case Manager Interview
Demographic Questions
Name
Age:
Gender:
Current Place of Work
Current Role
Time at Current Role
Previous Related Roles
Research Questions
Describe your typical work
day/week
How many other HR reps / Case
Managers do you work with
Who do you report to / Who
reports to you
How do you receive
reports/incidents
How can anon reports be
received
Who do you receive reports
from
i.e. managers, employees etc
Are managers making reports
James Aslanidis
26
M
NBN
6000 direct, 30 000 contract, nationally
HR Advisor
4 months
3 years total
Airsorted (Startup)
Glad Group
HR Generalist
Tier 1 advisor
Takes on the initial case, first responder,
Covers a range of things, learning development,
grievances
Depending on the size of case will keep or delegate
Also does admin work through the HR platform, i.e.
contract generation
8 people in team
Report to People Operations Manager
Receives reports from all over Australia
Reports are made via Phone Call or HR Portal
Reports to NBN hub generates a report in sales
force
No formal option for anonymity
Managers and direct from employee
HR / Case Manager Interview
on behalf of an employee
How many reports are made per
day/week
How many of those are anon
How many incidents do you
think are unreported
Do you use any tools/products
to receive, assign or manage
cases
How are reports delegated
amongst the team / case
managers
When do you know a report
needs to be escalated
How do you manage a case you
feel is outside your expertise
When a report is escalated or
transferred, are you able to keep
track of its progress
How is the informant able to
keep track of their report
When is a case considered
resolved
Closing over 100 cases per day
- Not always grievance, could be contract
Personally closing 20-30 cases
- No more than 5 grievances / day
With 6000 employees there are definitely incidents
going unreported, would estimate 10/day
Email and salesforce
Informants use hr portal called NBN hub
All reports are logged and consolidated in sales force
In morning 1 team leader will look through all and
delegate based on skill, capability
Calls also come in throughout the day
Depends on the seriousness
Escalate through sales force, every case has a
number which can be assigned to another member
salesforce
Through nbn portal
They receive a case number via email,
Status include:
Finding you the right person
Working on it
Getting advice inside out team,
Waiting on response
HR Advisor controls the status which is show to the
employee
Informant can choose to close a case early
HR advisor sees everything about the informant
I.e. position, salary, previous reports etc
Based on the case owners discretion
Informant can reopen if unsatisfied
HR / Case Manager Interview
How long do you typically spend
on a case
Tell me about a case you felt
was handled well / had positive
outcomes
Tell me about a case you felt
was managed badly
- either by yourself or a team
member
What is the hardest part about
your role
How do you manage a report
with lack or evidence or
conflicting sides
Case comes in, on salesforce you choose a subtype
of case
Depending what you pick will give you a time
estimate
2- 3 day for most cases
Someone raised a case to ask a question about
policy, was able to get clear direction on what their
next steps where.
Received good feedback - poor neutral or good and
leave a comment - managers can see employees
response
Feedback affects customer satisfaction score
(salesforce)
Team has targets
Knowledge is power, being able to relevant
resources help with outcomes - i.e. policy, reference
guides,
Broadly: A case is managed badly when you don’t
have all the information, or know all the
requirements,
Has to call or email direct to receive information from
informant
People come to you with problems and will read
policy in a biased way, not always happy with
response
Not always delivering what the informant wants to
har
Hard to keep people happy and delivering bad news.
Only refers to facts, hear both sides, make them feel
heard, feel like they care.
Anon isn’t always good, because it takes out the
human element
HR / Case Manager Interview

“People what security, but personalisation”

How are reports/cases archived Sales force archives everything

Goes into employees record.

Only HR can see that record, team managers can

request access. - they specify document, not full file

Can cases be reopened Can be reopened by informant or case manager