Employee Relations Corrective Action Question

[JeremyHoffman]

Hi! 

We are in the process of configuring the Employee Relations Application within our environment. We are currently on Utah Patch 9, and we do not have/own Employee Document Management nor the Lifecycle Events for Enterprise.

The team has a requirement to provide the Involved Party a way to "Appeal" a Corrective Action.

To provide some additional detail, we have 3 services for Employee Relations ...Report Inappropriate Behavior, Job Performance, and Attendance. When a case is logged for one of these 3 services, the Involved Parties are defined, the Allegations are created, the Interviews are created and conducted, Evidence is collected, and then a decision on the Allegation is made. If it is Substantiated, a Corrective Action (CA) record is created. The Involved party will then have 5 days to Appeal, or dispute the CA.

Because of the existing complexity of the Appeal activity itself, the Team has decided it will not be part of Phase 1, just the ability for the Involved Party to initiate the Appeal.

Here is an idea that I think could work, but need to know if there are other ideas out there that a better suited for the ask:

Walking through the process of an ER Case, the Employee Relations rep goes through the process and gets to the decision where the Allegation is Substantiated.

From there the process would/could be:

1. The ER Rep will create a Corrective Action record.
2. Upon insert, ServiceNow would send an email with the contents of the Corrective Action to the Involved Party.
3. Grant a way for the Involved Party to Appeal the Corrective Action (This is where it gets a little grey)
1. Include a link in the email to “Appeal” the Decision
   1. Similar to Approval via email or a link to the Service Portal where they can click a button to Appeal and fill in comments.
   2. Could be a link to a portal view of the Corrective Action record with a button (widget) to allow the Involved Party to appeal the CA.
   3. Could be an HR Task assigned to the Involved Party to Appeal or Accept the CA
      • After the 5 day SLA it is automatically Accepted.
      • This may be better than a view of the CA since the HR Tasks are more open to end users than Corrective Actions are.
2. Give the Involved Party another way to “Appeal” the CA
4. If the Involved Party chooses to Appeal the CA, the State of the CA would be updated to “Appeal”
   1. This is a new choice we would need to create.
5. ER rep initiates the Appeal Process (Most of this is not in scope for Phase 1). But here is a high level glimpse:
   1. The ER Rep creates the Appeal Package and sends it to the Involved Party to determine who they want to meet with for the Appeal (Member of Leadership team).
   2. Involved Party sends the Appeal document back to the ER Rep.
   3. ER Rep sends the supporting documentation to the Leader selected by the Involved Party
   4. Meeting is conducted between the 2, and a Decision is made.
   5. Based off the Decision, the CA is updated to Closed (Because it was upheld) or Cancelled, and another CA is created matching the decision of the Appeal…
      1. Example, a CA is created Type of 2nd Step, that is appealed and the Leader feels as though it should be reduced to a 1st step.

So my question is, has anyone who has implemented the ER Module, come across this type of requirement? If so, how did you handle it? Is there something out of the box that I may be missing that could help with this? Any thoughts or recommendations on the options I describe, or ideas that I haven't thought of?

Any feedback or assistance would be greatly appreciated. As always, please let me know if there are additional pieces of information I could provide to help.

Regards,

Jeremy