CASE SCENARIO ONE:

You are a call center manager, which is the first contact for investigating and resolving car

insurance claims from auto accidents. You manage around $30$ employees who work remotely

with a flexible schedule of three days a week at home and two days a week in the office. Below

are the details for several employee situations that you are working to resolve:

$$ The husband of one of your call center employees suffered a severe leg injury in the line

of duty with the National Guard. She$$d like to assist him with his medical appointments

for the injury, but it would require taking time off from work. She believes she can work

some hours each day but not an entire shift and would like to work from home all the

time versus coming to the office two days a week. As an Exempt employee, she also

believes she should be compensated as though she is working the total amount of time.

Keywords: Exempt$/$Non$-$Exempt, FLSA, FMLA

$$ Calls may be recorded or observed randomly by first$-$line supervisors. Recently, a

supervisor noticed an employee$$s voice sounded different during an observation. After

reviewing several recordings, it became clear that, in some cases, the employee$$s work

from home was being conducted by someone other than the actual employee who was

hired for the position. Upon further investigation, it was discovered the employee was

holding down two jobs and sometimes had their family members answer calls during

their remote work hours.

Keywords: Employment at Will, Employment Contracts, Electronic Communications

Privacy Act $($ECPA$)$

$$ Over the past six months, your team has received multiple complaints from customers

regarding interactions with an employee named Ruth. Evidently, customers must

constantly repeat their information and explain the auto accident situation to Ruth

several times. She has difficulty understanding customers on the phone headset. As a

$20-$year employee with the call center, Ruth$$s past performance has been exemplary,

but these recent issues are concerning. During a discussion with Ruth, she breaks down

crying, explaining that the doctor said she has $40\%$ hearing loss, but she can$$t afford to

purchase hearing aids. What will become of Ruth?

Keywords: ADA, BFOQ, Reasonable Accommodations

The goal of this assignment is to consider the complexities of HR issues

managers face. Think about how you would handle these issues. In real$-$time, where do you

need to improve your knowledge to handle the issue, & what action steps would you take?

Guidelines:

$$ Discuss each situation in detail considering how you would approach it$.$ Below

are some questions to consider:

o How would you prioritize the situations & why?

o What information might be missing and needed?

o Who would you like to talk with further?

o What laws and legal issues should be considered?

o Would company policies be relevant?

o Should you partner with anyone $$ a colleague, support person, or

supervisor?

$$ Develop an action plan for addressing the issue.

$$ Key Words are provided for each scenario & must be included in the discussion.

o Research & fully name any relevant laws & why.

o Explain how the keywords relate to each situation and help you

tounderstand the legal ramifications.