A new helpline report pops in your inbox. You login to your case management system, only to find out the report is super vague, hostile with threats to go to the media, or completely outside the scope of what can be addressed at your org.
How you address these issues are the moments that define your speak-up culture. If you respond with corporate boilerplate, it sounds cold and impersonal, which sets the tone for the whole process—one that isn’t welcoming. On the flip side, showing empathy, speaking like a human, and being transparent as possible builds confidence in your process.
Let’s tackle some of the trickiest cases, from managing unrealistic demands to handling reports involving retaliation. Plus, I’ve added some copy-paste ready language that you can use to make your difficult job just a smidge easier. You’ll wanna bookmark this page! 🔖
Beyond Your Purview
These are pretty common. Think: reports that may not belong with your team or your organization at all. A proper handoff is still critical. 🤝
Outside the scope of E&C
If someone went to the trouble to speak up, the issue is important to them. You need to tread lightly to avoid sending the message of "that's not our job."
I get it. Dealing with mostly HR/interpersonal complaints or receiving a request to troubleshoot a software problem can be a drag, but it’s just part of managing a helpline. Think of it as a sign of a healthy speak-up culture!
In these situations, a proper handoff is a must to avoid making the org look bureaucratic and discouraging them from making future reports, so your goal is to be a helpful guide, not a gatekeeper.
Say: Thanks for bringing this forward. Based on what you’ve shared, our partners in the [HR/IT/Legal] department are best equipped to address this type of concern. To ensure this gets to the right place quickly, I will personally forward this information to them on your behalf. You can expect to hear from them directly.
Why this works: This response validates their concern while positioning the helpline as a helpful resource, even when the issue isn't the compliance team’s to solve.
Break out this response every time someone tells you a coworker is stealing their lunch.|
Source: NBC’s 30 Rock via Giphy.com
Personal matters beyond your company's oversight
These reports can be highly personal, and hearing that you’re not going to look into the concern can frustrate the reporter. (For example, complaints that a coworker is having an affair with someone outside the org, or is posting about their divorce on social media.) To show you genuinely care about employee well-being, it's really important to show compassion.
Say: I appreciate you reaching out. Because this matter involves personal matters outside of work, it falls outside the organization's formal investigative process. However, I want to make sure you know about our Employee Assistance Program (EAP), which is available 24/7 to all employees who need confidential support at [PHONE & WEBSITE].
Why this works: It clearly and respectfully sets a boundary on what you can investigate, while immediately pivoting to what can be done—offering support. This shows genuine concern for employees instead of focusing on the non-actionable nature of the report.
Lacking Clarity
When a report is vague, confusing, or emotional, it can be tough to get to the bottom of it. But with a little patience and skill, you can uncover the core issue. 🔎
Vague, confusing, or disjointed reports
In this instance, the reporter might be scared, really distressed, or just having trouble explaining what's going on. Pushing for too many details can make things worse, but there could be a serious problem hidden in all that mess. Be patient while trying to tease out the facts.
Say: It sounds like you are going through a very difficult time, and I want to thank you for reaching out. Let’s take this one step at a time. Please tell me the single most important concern you want us to know about today? We’ll start from there and then gather details for the other issues you have. Please also know our Employee Assistance Program (EAP)—which you can contact 24/7 at [PHONE & WEBSITE]—is also a resource if you need some extra support right now.
Why this works: This approach de-escalates emotion by acknowledging their stress level. Asking for the "single most important concern" helps a panicked mind focus on one thing, so you can get a coherent starting point for your review.
There’s a complaint in there somewhere… | Source: Giphy.com
Sensitive topics that deal with health, cultural differences, religion, etc.
Sometimes, a report about a seemingly straightforward policy violation—like sleeping on the job, taking extra breaks, or unusual behavior—can actually touch upon a protected characteristic like a health condition or a religious practice. Jumping to conclusions can lead to serious discrimination issues.
Say: Thank you for bringing this to our attention. To ensure we have the clearest picture possible, could you please describe the specific behaviors you observed—exactly what you saw and when it happened? For example, “[ADD A RELEVANT EXAMPLE FOR THIS REPORT HERE].” These types of details will be helpful for our review since matters like this sometimes involve sensitive personal or health issues that we need to be mindful of.
Why this works: This script guides the reporter from speculation to objective, behavioral facts, like, "I saw them with their head down and eyes closed three times this week" and not “Shawn is always sleeping on the job.” This helps your investigators focus on the right details and to consider if a medical or religious accommodation might be a factor. It also prompts a more sensitive conversation with the employee and their manager, and clues the reporter into considerations they may not have otherwise made.
High-stakes
An employee or your org is facing an immediate negative impact. These require a quick and confident response. ⏱️
Retaliation
Retaliation is serious—it’s one of the biggest fears an employee has when speaking up. If you don’t act fast, you’re not just putting them at risk, you’re also telling everyone that speaking up isn’t really a safe thing to do.
Say: Thank you for reporting this. I want to be very clear: Our company has a strict, zero-tolerance policy against retaliation. We are treating this as high priority and we will be looking into the situation right away to ensure you’re protected for [SPEAKING UP/PARTICIPATING IN AN INVESTIGATION]. If you have further concerns, please feel free to contact me directly at [EMAIL] and/or [PHONE].
Why this works: This script immediately addresses the reporter’s fear by using strong, urgent language ("highest priority," "right away"). It invokes the authority of official policy ("zero-tolerance") and makes a direct promise of protection. Furthermore, the option to set up a direct contact provides the reporter some reassurance that they have an actual person to go to if they’re feeling nervous or uncomfortable.
Threats to go to the media or a government agency
This situation is already heated, and a defensive or overly formal response could push them to go public.
Source: Dreamworks’ Anchorman: The Legend of Ron Burgundy
Your goal is to calm things down by showing them your internal process is solid and trustworthy.
Say: Thank you for bringing this to our attention. We take your concerns very seriously and have a robust process to address them internally. We strongly encourage you to allow us to proceed with our review first, as sharing details externally could compromise the integrity of the fact-finding process for everyone involved.
Why this works: This response stays calm and professional. It doesn't challenge their threat, but instead pivots to the benefits of using the internal process, framing external disclosure as a potential risk to the investigation's integrity.
Every time someone contacts the helpline, it's a chance to build trust and your speak-up culture. By being thoughtful in your communications, you can turn a really awkward and uncomfortable situation into a positive and meaningful experience. Plus, it’s a simple way to foster a sense of organizational justice, which is especially beneficial if the investigation doesn’t turn out how the reporter wanted it to.
For more ready-to-use responses and advice, check out our free Communicating with Helpline Callers guide on our Freebies page, or think about joining Compliance Design Club! Our experienced compliance pros will work with you to create a program that's approachable, personal, and employee-centric.