"When an employee calls our Hotline, it’s an opportunity to build trust in our organization. We want to ensure that callers feel respected and we get the factual information we need to respond. Listen Up’s call center staffing model is consistent with our philosophy that a complaint is an opportunity to do things better."
In early 2008, Fireman’s Fund Insurance Company was seeking a consolidated approach to managing its enterprise ethics reporting and case management. The company’s three teams (Legal, Corporate Investigations and Human Resources) were using different methods to track and manage internal investigations, and sought a solution that centralized case data and automated most reporting.
Through releasing an RFP and scanning the marketplace, the company researched vendors that could fulfill both its ethics helpline and case management needs. The Listen Up™ Helpline, Ethics Reporting and Case Management solution surfaced as a comprehensive solution with a strong listener call set and quality call center. “The Listen Up service is unique in its staffing model. Their call center staff possess skills like active listening, interviewing techniques, and documentation, with backgrounds in diverse fields like social work, psychology and psychiatry,” said Amii Barnard-Bahn, senior counsel and director of ethics at Fireman’s Fund.
With hotline needs satisfied, the company directed its search to include a case management system with robust reporting capabilities on the back end. The field quickly narrowed as they began demonstrations of the SAI Global case management service. The Web-based system offered real-time case reports and one, central repository of all cases from all intake methods.
Implementing the Hotline, Ethics Reporting and Case Management System
Ethics Helpline: Since 2004, Fireman’s Fund has offered its employees an outsourced ethics helpline, which has become an established part of company culture. It was therefore critical for the company to keep its existing phone number. Listen Up staff worked with Fireman’s Fund representatives and external vendors to complete a seamless transfer of the company’s existing helpline phone number and website to Listen Up.
Case Management: Following a thorough consultation, SAI Global developed a case distribution matrix that provides access to investigators by allegation type and successfully centralizes all cases into one database. Custom permissions and reports were created for each user corresponding to their company role.
Listen Up Client Services Team provided high quality support and thorough assistance during the transition. With a dozen people throughout the company requiring access, the intuitive nature of the system allows for easy use and quick training.
“The SAI Global solution creates one funnel to capture multiple reporting sources.”
Impact on the Company: The SAI Global case management system creates a dashboard for concerns which facilitates trending and proactive risk management for the company. It reduces the time formerly spent in manually aggregating report data, and increases the time spent in responding to and resolving concerns and proactively managing risks. The system fosters prompt response, consistent policy interpretation and enforcement.
The SAI Global solution frees up time for us to spend on substantive work as opposed to creating reports,” states Barnard-Bahn. Fireman’s Fund continues to meet with the Listen Up staff to ensure all needs are met.
About Fireman’s Fund
Fireman’s Fund Insurance Company is a premier property and casualty insurance company providing personal and commercial insurance products nationwide. It is rated ‘AA-’ by Standard & Poor’s Rating Services. Fireman’s Fund is a member of the Allianz Group, one of the world’s largest providers of insurance and financial services. For additional information, visit www.firemansfund.com.
About SAI Global Compliance
For twenty-five years, SAI Global Compliance clients have built stronger corporate cultures and more effective all-around programs with our compliance, risk management and governance solutions. With offices in more than 25 countries, SAI Global provides risk and culture assessments; Code of Conduct reviews, development and training; award-winning, innovative online training; training needs assessments; benchmarking and surveys; hotline, ethics reporting and case management solutions; risk- and region-specific updates, databases, regulatory alerts and newsfeeds; and technology solutions that integrate and connect all aspects of a legal or regulatory compliance program.
