Benchmarking Hotline Data: How Does Your Hotline Measure Up?

Carrie Penman, Vice President, Ethical Leadership Group, A Global Compliance Company

Every organization with an ethics and compliance hotline/helpline has data--numbers of calls, categories of issues, length of time to close a case, and many other data points. The $64,000 question is “what does all the data mean?” Employees making a call to your ethics helpline are actually telling you much more than the specifics of the report itself. With appropriate context, ethics hotline/helpline data can offer insightful feedback regarding simmering issues and overall organizational culture. But how do you get appropriate context?

In this session, we’ll examine the data points that can be benchmarked internally, within your industry, and across all industries, and we’ll correlate findings to recommended actions to ensure an effective ethics and compliance program.
We’ll address questions such as:

• How effective is anonymous ethics helpline reporting?
• What is the most effective way to advertise your hotline/helpline?
• How do you know if you are getting the right numbers and types of calls through your ethics hotline/helpline?
• How should you interpret findings and trends, and how do those findings correlate to actions?
• What types of data should be tracked and reported to executive leadership?