Determine what the priority level of a case is based on complexity and severity.
In this lesson, you'll learn about:
What are case levels?
Advice for determining the priority of a case
What are case levels?
There are four case levels that you can choose from based on the complexity and severity of the HR case.
Level 4: Critical
Response time | Primary contact method |
|---|---|
30 minutes (or the next business day) | Help desk phone call |
Level 3: High
Response time | Primary contact method |
|---|---|
Within 2 hours | Help desk phone call |
Level 2: Medium
Response time | Primary contact method |
|---|---|
Within 4 hours | Case management (within the HR Today software) |
Level 1: Low
Response time | Primary contact method |
|---|---|
Within 6 hours | Case management |
If you choose either Low or Medium, this means that you are comfortable dealing with the issue internally.
If you choose either High to Critical case priority due to the stickiness of the case, your dedicated HR Consultant will be sent an automatic notification.
This way, we can help you keep an eye on the case. It is up to you whether you would like to involve us when dealing with this case or not.
Advice for determining the priority of a case
HR Today is here to provide guidance and advice to our clients. We understand that people have different strengths and areas of focus. When we designed the Case Level, we decided not to give each level any concrete descriptions. We understand that people perceive problems differently depending on their experience and intuition.
If you need advice, we would like to ensure that we will be there for you.
Example:
Employee lateness may be deemed as a less complex issue for anyone who has experience dealing with the issues prior.
However, if this is the first time you are dealing with the same issue, you may deem the issue as complex and may need more guidance and advice. In this case, we are happy for you to choose the case level as High or Critical.
We know that if we provide you with some advice and training on how to best deal with the issue, the next time you come across this issue again, you may feel like the issue is less complex and you may choose the case level as Low or Medium. And that is all part of the process.
We are here to help you navigate through any sticky situation as well as increase your people management capabilities. 🤗
If you have any questions, please reach out to our team right here. We’re happy to help.
Quality check 24th April 2024.
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