Communication Training and Curriculum Development

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  • 1.  Using Ethics Helpline/Hotline Data for Insights

    Posted 07-29-2022 04:51 AM

    Hi All – I am interested in the kinds of data/metrics you routinely analyze from your Ethics Helpline/Hotline to understand or anticipate trends or generally gain insights... Will you please share any general information on this? Thank you in advance.


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  • 2.  RE: Using Ethics Helpline/Hotline Data for Insights

    Posted 07-29-2022 09:30 AM
    We track Issue Type and calls per Business Unit so we can anticipate any specific training that might be needed.  I'm trying to get to a point where I can track by location/region as well.  I'm interested to hear what trends others review.

    Tara Martin
    Director, Ethics & Compliance
    Delek US Holdings, Inc.

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  • 3.  RE: Using Ethics Helpline/Hotline Data for Insights

    Posted 07-30-2022 06:47 AM
    I previously managed a hotline for a smaller organization (3,500 size) so we didn't receive a lot of calls. I broke out the data for HR related calls and Compliance related calls. Most hotline calls were for HR issues. I also made note of calls on duplicate issues to avoid having the data looking skewed. For example if a team was upset with their manager, that may correlate to a sudden rise in anonymous hotline calls about a single issue. I also tracked how long issues remained open and compared that to our internal close goal of 30 days.

    Brenda Manning JD, CHC, CHPC
    Privacy Counsel
    Maximus, Inc.

    The views expressed herein are my own and do not represent those of my employer. They are not meant to constitute legal advice or create an attorney-client relationship.

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  • 4.  RE: Using Ethics Helpline/Hotline Data for Insights

    Posted 08-01-2022 08:30 AM
    Edited by Joshua Linden 08-01-2022 08:31 AM
    Many of the metrics that you may want to follow depend upon your organization and the specific related risks. For example, initially, we tracked by quarter on an rolling 4 quarter basis, fairly basic metrics such as # of reports, issue type, how it was reported, substantiation rate, # of days that the investigation took to complete. As we've grown in total number of employees and become a more complex organizationally, we've expanded upon that to include location based metrics, anonymity related metrics, a breakout related specifically to discrimination, and getting more granular with the basic metrics (such ratio/proportion of reports related to total # of employees, not just the absolute # of reports).

    If you're looking to get a good idea to benchmark, not only the metrics that you already track, but also type of metrics that you could begin to utilize, I recommend taking a look at Navex's Hotline Benchmark Report that they publish annually. ComplianceLine also publishes a good one that provides an additional perspective on such metrics.​​​​

    Joshua Linden
    Global Manager - Compliance

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