Hotline and Case Management 101

You've got our Hotline and Case Management tool added and you may be thinking "how does this work then?" Thankfully we're equipped to give you a head start here with this introductory article.

Let's get into what it does and how it all works!

Welcome to the Case Management Dashboard

How Reports are created and sent

Learners can do so in their Learning Center by clicking on the megaphone icon on the center of the page as shown below.

Alternatively you can share a Reporting Form link that means your team do not need to be logged into their learning center to submit a report.

This will then send 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.

At the bottom the reporter can then submit their report to be directed to the next page with these three steps:

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

How to Customize Case Management Reporting FAQs

The FAQs are to help assist your team in knowing how the process works and are auto-populated with who can view the reports as well as how we at Ethena protect user identities. Additionally, there are a few that you can customize. These include:

• What is the review process like at your company.
• How long does the review process take?
• What will happen to the person or people that are reported?

This article goes into a little more detail on this.

Who can view reports?

At this time Full Admins are able to view reports as well as Admins who have been granted access to Case Management on the Admin Access panel. This article goes into more detail on Admin Permissions.

How to view reports

Once a report has been submitted, they will be available to view on the Case Management page in order of creation. Once you click into a report, you'll be presented with this display at the top:

From here you can see:

• The owner (admin) of the report
• The submission date
• Date the report was last updated
• If the reporter is marked as anonymous or if they have provided their name
• If follow ups are enabled. If so, this means you can contact the reporter with the button on the right hand side.

This article goes into further detail on How to view and manage reports in Case Management

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 letting them know the questions you have passed along for further information. The link in the email will take them to their learning center and this will be the view that they are shown:

The answers to these questions will then appear within the specific report for your team to review.

As an additional note, the Hotline and Case Management product is GDPR compliant! So you can rest easy for teams based in Europe.