Hotline and Case Management 101

Ethena's Hotline and Case Management features provide an easy reporting hotline for employees and seamless & secure report tracking for administrators. The below article covers how admins can configure and use both sides of the tool. For employees looking to submit a report, please reference How to submit a report to your organization.

Setting up your hotline & case management platform

When you're ready to set up your hotline & case management tools, visit the Case Management settings page in your Ethena admin hub.

On this page, you can do the following:

Add and edit categories

For each reporting category, you can edit the following on the Case Management settings page:

• Category Type: Each category can be internal only (visible only to administrators) or external (visible to both administrators and reporters). If you'd like reporters to be able to see and select this category, you should label it as external.
• Details: Edit the category title, add a description, and optionally assign category owners. Category owners must be full account admins or feature admins with case management access; they'll automatically be assigned to any cases submitted to this category. If no category owner is specified, all admins with access to case management will be notified about submissions and case updates.
• Questions: Fully customize the submission form and add any extra questions relevant to the case type.
  • Choose whether to allow anonymity for the category.
  • Remove any of the Reporter Information inputs.
  • Customize all category-specific questions. Questions can be reordered or removed, and new questions can be added in a variety of formats:

Note: We do not currently support fully deleting case management categories. If you'd like to prevent a case management category from being visible to submitters, mark it as 'Internal' so that only admins can see it as an option.

Customize FAQs

The following FAQ prompts can be customized on the Case Management settings page:

• What is the review process like at [Company Name]?
• How long does the review take?
• What will happen to the person or people I report at [Company Name]?

Phone Line Best Practices

If you’re providing call-in options for your reporting hotline, it’s important to keep your submission form clear and user friendly. Our recommendations include:

• Use terminology and language that is universal to ensure it is easy for the caller and call taker to understand.
• Avoid industry or company jargon that might not be easily translatable to other languages so that real-time interpretation is successful.
• Keep questions and fields concise so they are easy to ask, understand, and translate.
• Focus on the fundamentals (who, what, when, where).
• A long intake form means a long call; this can negatively impact the user experience. 

How reports are created and sent

Learners can access the hotline form in their Learning Center by clicking on the megaphone icon on the center of the page as shown below.

You can also grab a direct link to the reporting form from the Case Management page in the admin hub. No login is required to access the direct link, so it can be shared externally as well.

This will then direct them to the submission page which has a host of FAQs to help prepare them before they submit the report. These FAQs are customizable on the Case Management page in the top right.

Some of the Frequently Asked Questions listed above can be customized on the Case Management settings page. If you have Ethena's phone line enabled, 'Other ways to raise a concern' will direct users to the available phone numbers.

After selecting 'File Report', the user will be directed to the online submission form. They'll be guided step by step through the submission process:

1. Category (options are customizable on the Case Management settings page)
2. Communication Preferences - I'd prefer to be anonymous vs. You can disclose my name (can be disabled globally or for certain categories on the Case Management settings page)
3. Reporter Information - Submitting for myself vs. On behalf of someone else
4. Details - Questions such as when and where this occurred & more details (questions can be customized per category on the Case Management settings page)
5. Review Submission - Review your inputs before submitting

The reporter will then land on a confirmation page validating that the report has been sent and received.

Managing submissions

Who will be notified of new submissions?

When a new case is submitted, the category owners (if assigned) will receive an email notification. If no category owner is assigned, all admins with access to the report (including full admins and feature admins with access to that category) will receive an email notification. More information on case management admin permissions can be found here.

Subsequent notifications about the case (including notifications when more information is sent by the submitter) will only be sent to the owner(s) of that case/category.

For more information on admin permissions, check out our Admin Permissions article.

How to view cases

Once a case has been submitted, it will be available to view on the Case Management page in the admin hub. Case submissions can be filtered as needed to isolate specific statuses, categories, sources, or owners. If you are not a full admin, you'll only be able to view the cases that you have permission to access.

Once you open a case page, you'll see the following view:

From here you can see:

• The owners of the report (If you need to edit the owners, you can select from all admins with case management access & leave a note)
• Admins with access to view the report (can be limited as needed)
• Case status (submitted, under review, info requested, info received, closed)
• The submission & last updated dates
• Details about the reporter, whether communications are enabled, and who they submitted on behalf of
  • If available, you can select 'Contact Reporter' to send a note or follow-up questions
• Under 'More', you can download a PDF of the report and any related attachments

Contacting the reporter

If the reporter has chosen to allow your admin team to follow up with any additional questions, you'll have the option to reach out to them with this form:

This will then send an email to the reporter sharing the questions or note you have passed along. The link in the email will take them to a page like the below, where they can reply:

The answers to these questions will then appear within the specific report for your team to review. The case owner(s) will receive an email notification letting you know when they've replied.

Submitting a report on behalf of an employee

If you witnessed an incident or it was reported to you outside of your Ethena hotline, you can create a report directly from the admin hub. To do so, go to the Case Management page and click '+ Add Report'. You'll then be able to input all relevant information to create a new case.