Over twenty years ago, former inspector general of Health and Human Services Richard Kusserow and his daughter Carrie Kusserow were operating the third largest hotline service company in the country. Based on what they learned, they authored a tool kit and practical guide for establishing and managing a hotline operation, entitled “Ultimate Hotline Resource Manual.” Today this manual remains one of the best resources for compliance professionals for information on establishing, improving, evaluating, and managing a hotline program. They continue providing concierge hotline services.
While it is impractical to capture all of the best practices cited in the manual, I have selected some of the most appealing:
The above pointers are a few of the Kusserows’ suggestions for efficient and effective hotline management. A number of publications are available here without charge, discussing hotline related issues. Experienced compliance officers will likely have additional tips based on their own experience.
***This Blog is reposted with permission from the Society of Corporate Compliance and Ethics.***
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