Corrective Action

Corrective Action

There will be times outside of the attendance policy that you will need to place an employee on corrective action. Below we will take a look at how to write a corrective action. Let's start by taking a look at the different disciplinary types.

But first, let's talk about how to write a good corrective action. There are a few things to remember to include:

• When – Date

• Who? – YOU

• What? What happened – Be Concise

• Where – Needed or not needed?

• Why? – Needed or not needed? How do we get this information?

• How? – Needed or not needed?

• Relate the infraction to the violation of policy or procedure

• Now what? What are the expectations?

Some tips and best practices to follow:

• Relate the infraction to the violation of policy or procedure

• Now what? What are the expectations?

• Avoid customer information

• Avoid names of others, use titles and general terms

• Avoid acronyms

• Do ensure the back up is saved to the employee file

• Be careful what is attached to the corrective action SN ticket

Now we will go through each of these areas and write a sample corrective.

Corrective Action Example

When – Date

On June 1, 2021,

Who? – YOU

You

What? What happened – Concise

took call #555456; the customer requested information, you left the customer on hold and the customer finally hung up after no response from you.

How? – Needed or not needed?

The case was investigated because the customer left a detractor. Upon investigation it was found that you answered the call and the customer was requesting information. You placed the customer on hold to review his file and left the customer on hold and after 20 minutes of hold time the customer hung up.

Where – Needed or not needed?

Why? – Needed or not needed? How do we get this information?

On June 4, 2021, you had the opportunity to listen to the call. You were asked what happened on the call that the customer was abandoned. You stated you were distracted because you were chatting with a co-worker and you forgot about the call and then you clocked out and went to lunch. You stated you did not realize you forgot about the call until you returned from lunch and saw the abandoned call on your screen. You were asked why you did not attempt to call the customer back per our policy and you stated that you did go into his file and you saw notes where the customer had already called back and his case was handled.

Relate the infraction to the violation of policy or procedure

You violated the call handling policy by leaving the customer on hold until they hung up.

Now what? What are the expectations?

You are expected to pay close attention to your duties. Customers on hold should be checked in with no less than every 2 minutes per our policy and a call back to any customer that has been disconnected is expected. Moving forward ensure that you have handled all customer needs prior to clocking out.

6. Is the corrective action a termination or suspension?

• If No, click submit to proceed

• If Yes, the select the appropriate HR Director. The case will route for their approval. If denied HR will advise on why and any recommended actions. If approved the process continues

7. Schedule a meeting with the employee and witness and deliver the corrective action.

8. Once the meeting is complete, navigate to My Open Cases:

• Disciplinary Issue for employee

• Click Here to edit/send the Corrective Action

• Click the send button

• The button will then change to ‘Awaiting Response’

• Employee receives email notification of corrective & acknowledges

• Global HR Services saves a copy of the corrective to the employees online folder.

Reminder: Inform the employee they will receive a notification asking them to acknowledge the corrective in ServiceNow. Do not complete this step unless you have spoken to the employee.