An anonymous hotline is a riskfree way for our employees and vendors patients members customers etc to freely report unethical or illegal activity Why do we need a reporting hotline It is a best practice which allows us to ID: 908928
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Slide1
Hotline Overview
Slide2What is an anonymous reporting hotline?
An anonymous hotline is a risk-free way for our employees [and vendors, patients, members, customers, etc.] to freely report unethical or illegal activity.
Slide3Why do we need a reporting hotline?
It is a best practice which allows us to:
monitor our business through the eyes of our employees [shareholders, vendors and customers]
identify potentially harmful issues early and prevent unacceptable behavior
meet regulatory compliance obligations
mitigate business risks
open the lines of communications with reporters who want to remain anonymous
Slide4Why do we need a reporting hotline? (continued)
Identify and Monitor Business Risks:
Criminal Misconduct
Ethics and Compliance
Financial Issues
General Misconduct
Harassment and Hostility
Human Resources Issues
Breaches of Privacy and Security
Safety issues
Slide5Did you know?
71 percent of hotline users would not notify their supervisor of a suspected issue, and more than half desire to remain anonymous
The Association of Certified Fraud Examiners has found that a reporting hotline to be the leading method for fraud detection
Slide6Did you know? (continued)
Organizations with a hotline in place on average detect fraud seven months earlier than their counterparts, reducing cost per incident by 50%
According to the Fulcrum Inquiry, a third-party hotline is one of the easiest and most cost-effective internal control systems an organization can implement
Slide7How does an anonymous hotline work?
We publish our ethics guidelines and inform employees on how to use the hotline (web, phone, etc.)
Employees submit reports
Reports are anonymized and delivered to us via email
Reports are available for us to administer in a Case Management System
We investigate and resolve reports as we see fit
Slide8Features of a Comprehensive Hotline
Available 24/7/365 via:
Toll-free access to domestic call center
Web reporting
Mobile app
Email
Fax
Postal mail
Multiple levels of reporter anonymity
Next-day setup
Worldwide access in 140 languages
Daily incident reports, monthly summary reports
Web-based Case Management System
Promotional and instructional materials
Slide9Why Outsource?
Available 24/7/365
Professionally trained representatives are available in English and Spanish as well as over 140 languages
Toll-free phone access eliminates concerns over cost barriers
Allows reporters to reconnect with our hotline and anonymously continue dialog if they wish
Reports are permanently retained and easily retrieved
Using an independent third-party provider allows employees to feel confident that their anonymity will be maintained and respected
Reinforces good governance
Allows us to administer reports with an online Case Management System
Provider hosts the entire IT infrastructure
Slide10Comparison of hotline suppliers – Features
Lighthouse Services
Supplier2
Supplier3
24/7/365 toll free phone service
√
X
X
Live
domestic operators | scripted calls
√
6 ways to submit
reports
√
3 levels of reporter anonymity
√
Dedicated Customer Service Representative
√
Resources for:
Preparation/Implementation/Ongoing Support
√
Client branded web reporting pages
√
Case Management System
√
Exclusive client web reporting URL
√
Client branded ethics hotline training video
√
Promotional and instructional material
√
Professionally trained
staff
√
Customizable collateral materials
√
Rapid incident reports
√
Monthly summary reports
√
Company and reporter can dialog anonymously
√
Web support in 36 languages
√
Slide11Comparison of hotline suppliers – Features
(continued)
Lighthouse Services
Supplier2
Supplier3
Phone support for 140+ foreign languages
√
X
X
General Data Protection Regulation (GDPR) Compliant
√
Domestic call center
√
Global toll-free number
√
Custom phone
and web scripts
√
Exclusive client web reporting URL
√
Rapid incident reports
√
Fast responses: avg.
time to answer 9.3 secs
√
Permanent report retention
√
Comprehensive audit
trail
√
Large
client base with over
2,000 active clients
√
Slide12Comparison of hotline suppliers - Implementation
Lighthouse Services
Supplier2
Supplier3
Implementation
Guide
√
X
X
Easy to order collateral materials (posters, wallet cards, etc.)
√
Anonymous Hotline Implementation Letter - North America
√
Anonymous Hotline Implementation Letter - Worldwide
√
Anonymous Hotline Implementation Letter (personalized - USA)
√
Anonymous Hotline Implementation Letter (personalized - Worldwide)
√
Sample Web Reporting Page Introduction Examples
√
Sample Hotline Policy Template
√Developing a Code of Conduct: A Step-by-Step Guide √Developing Policies and Procedures for Conducting an Effective Ethics Investigation √Launching a Whistleblower Hotline Across Europe √Dedicated customer onboarding account manager
Lighthouse Services
Supplier2
Supplier3
Phone support for 140+ foreign languages
√
X
X
General Data Protection Regulation (GDPR) Compliant
√
Domestic call center
√
Global toll-free number
√
Custom phone
and web scripts
√
Exclusive client web reporting URL
√
Rapid incident reports
√
Fast responses: avg.
time to answer 9.3 secs
√
Permanent report retention
√
Comprehensive audit
trail
√
Large
client base with over
2,000 active clients
√
Slide13Comparison of hotline suppliers – Ongoing Support
Lighthouse Services
Supplier2
Supplier3
Client Management System (CMS) Administrators Instruction Guide
√
X
X
General Data Protection Regulation (GDPR)
Data Administration
√
CMS Investigators Instruction Guide
√
Investigators CMS Tutorial
√
CMS Online Help
√
Quarterly ethics
newsletters
√
No-cost ethics
hotline training video for employees
√eLearning training courses - Hands-On, Interactive Ethics and Compliance Training√Dedicated customer support team√Low cost√
Slide14Thank You