Skip to main content
Image coming soon

Faster path from incident intake to resolution artefact

$199.00
Adding to cart… The item has been added

A tailored course, built for your situation

Faster path from incident intake to resolution artefact

Turn employee relations cases into closed outcomes 60% faster with proven structuring patterns

$199 one-time
24-hour access provisioning 30-day money-back guarantee Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.

Who this is for

Individual contributor in employee relations at a large insurer, handling 12, 18 cases per quarter with increasing expectation for consistency and speed

Who this is not for

Leadership setting policy, HR generalists managing onboarding or performance reviews, or external legal counsel

What you walk away with

  • Pattern library for common ER case types, reducing draft time by 50%
  • Standardised resolution artefact templates approved for AIG-level use
  • Faster alignment with managers through pre-validated escalation triggers
  • Repeatable intake-to-resolution workflow that works across case types
  • Documentation confidence that reduces secondary review cycles

The 12 modules (with all 144 chapters)

Module 1. First-hour case structuring
Turn initial intake notes into a structured action roadmap within 60 minutes.
12 chapters in this module
  1. Classifying case type at first contact
  2. Identifying decision owner early
  3. Mapping policy touchpoints
  4. Flagging escalation thresholds
  5. Assigning timeline bands
  6. Documenting source inputs
  7. Using standard intake codes
  8. Linking to past resolved cases
  9. Validating scope with claimant
  10. Setting resolution anchor date
  11. Generating first-draft artefact
  12. Sharing draft with manager
Module 2. Pattern reuse for common case types
Deploy templates for discrimination, leave misuse, and conduct complaints.
12 chapters in this module
  1. Template: Workplace accommodation delay
  2. Template: Remote work policy deviation
  3. Template: Manager communication issue
  4. Template: Harassment claim (low severity)
  5. Template: Attendance dispute
  6. Template: Retaliation concern
  7. Template: Bias in promotion
  8. Template: Religious accommodation
  9. Template: FMLA misuse
  10. Template: Gossip incident
  11. Template: Conflict of interest
  12. Template: Resignation under pressure
Module 3. Speed-calibrated documentation flow
Build the resolution artefact as you go, no final drafting delay.
12 chapters in this module
  1. Auto-populated field guide
  2. Live artefact builder tool
  3. Version control without confusion
  4. Manager input integration
  5. Witness summary blocks
  6. Compliance checklist embed
  7. Timeline visualiser
  8. Decision rationale section
  9. Approval path preview
  10. Confidentiality tagging
  11. Archival naming convention
  12. Final sign-off prep
Module 4. Manager alignment in under 48 hours
Pre-empt delays with calibrated outreach and expectations setting.
12 chapters in this module
  1. Script: Initial manager outreach
  2. Script: Follow-up on unanswered request
  3. Script: Conflict escalation
  4. Script: Fact-check review
  5. Script: Recommendation acceptance
  6. Script: Pushback response
  7. Using evidence bundles
  8. Setting decision deadlines
  9. Escalation path clarity
  10. Documenting manager input
  11. Avoiding loop restarts
  12. Closing communication loop
Module 5. Predictable escalation triggers
Know exactly when and how to elevate, no ambiguity, no delay.
12 chapters in this module
  1. Threshold: Repeated pattern
  2. Threshold: Leadership involvement
  3. Threshold: Legal exposure
  4. Threshold: Public risk
  5. Threshold: Policy gap
  6. Threshold: Cross-state issue
  7. Escalation path: HRBP
  8. Escalation path: Legal
  9. Escalation path: Compliance
  10. Escalation path: Corporate Security
  11. Escalation path: C-suite
  12. Documenting escalation rationale
Module 6. Evidence chain assembly
Pull emails, messages, and files into a compliant, chronological bundle.
12 chapters in this module
  1. Data sources at AIG
  2. Accessing HRIS logs
  3. Email archive retrieval
  4. IM capture process
  5. Calendar verification
  6. Document retention rules
  7. Chain-of-custody logging
  8. Anonymisation standards
  9. File naming for audit
  10. Version tracking
  11. Cross-case linking
  12. Export for legal review
Module 7. Resolution options matrix
Match outcomes to case severity and precedent, fast, fairly, consistently.
12 chapters in this module
  1. Option: Informal coaching
  2. Option: Formal warning
  3. Option: Training mandate
  4. Option: Work arrangement change
  5. Option: Probation
  6. Option: Separation agreement
  7. Option: Mediation
  8. Option: External referral
  9. Option: No action
  10. Option: Policy clarification
  11. Option: Process redesign
  12. Option: Leadership intervention
Module 8. Compliance-by-design artefacts
Embed EEOC, ADA, and FMLA checks directly into documentation flow.
12 chapters in this module
  1. EEOC checklist integration
  2. ADA accommodation audit
  3. FMLA alignment
  4. State-level nuance embed
  5. Policy cross-walk
  6. Regulatory timeline tracker
  7. Exemption documentation
  8. Reasonable accommodation log
  9. Interactive process proof
  10. Record retention validation
  11. Audit trail automation
  12. Regulator-facing summary
Module 9. Feedback loop closure
Confirm resolution with claimant and subject, efficiently, respectfully.
12 chapters in this module
  1. Timeliness benchmarks
  2. Template: Acknowledgement
  3. Template: Resolution summary
  4. Template: Follow-up check-in
  5. Channel selection logic
  6. Tone calibration
  7. Confidentiality reminder
  8. Response tracking
  9. Expectation reset
  10. No-response protocol
  11. Confirmation logging
  12. Closure tag assignment
Module 10. Precedent indexing system
Build internal knowledge that speeds future case resolution.
12 chapters in this module
  1. Case anonymisation
  2. Key term tagging
  3. Outcome classification
  4. Jurisdiction flag
  5. Policy reference
  6. Searchable knowledge base
  7. Access controls
  8. Version history
  9. Cross-linking cases
  10. Trend reporting
  11. Quarterly audit
  12. Knowledge transfer prep
Module 11. Time-to-resolution benchmarking
Track and optimise cycle time without sacrificing quality.
12 chapters in this module
  1. Define start point
  2. Define end point
  3. Auto-capture timestamps
  4. Exclusion rules
  5. Manager delay flag
  6. Claimant delay flag
  7. Legal hold flag
  8. Reporting views
  9. Peer comparison
  10. Trend spotting
  11. Improvement levers
  12. Monthly review process
Module 12. Personal velocity dashboard
See your throughput, quality, and confidence trends in one view.
12 chapters in this module
  1. Cases opened/closed
  2. Avg. resolution time
  3. Template reuse rate
  4. Escalation frequency
  5. Manager feedback score
  6. Claimant satisfaction
  7. Compliance pass rate
  8. Documentation completeness
  9. Precedent contribution
  10. Cycle time trend
  11. Review loop count
  12. Velocity score

How this maps to your situation

  • When a new case arrives
  • When manager delays response
  • When precedent is unclear
  • When closure feels uncertain

Before vs. after

Before
Waiting for guidance, rebuilding documentation, chasing inputs, resolving inconsistently
After
Structured from first contact, documented as you go, resolved faster with confidence

What's included with your purchase

  • 12 modules with 12 chapters each (144 chapters)
  • Downloadable templates and worked examples for every module
  • Hand-built implementation playbook delivered alongside course access
  • 30-day money-back guarantee

Delivery and format

  • Course and learning environment access provisioned within 24 hours of purchase
  • Hand-built implementation playbook delivered alongside course access

Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.

Time investment: 6, 8 hours total, self-paced over two weeks

How this compares to the alternatives

Generic HR courses teach theory. This delivers the exact structuring patterns, templates, and workflows proven to accelerate ER resolution in insurer environments.

Frequently asked

Is this about compliance training or case management?
This is about accelerating case management, from intake to closed file, with compliance built in, not bolted on.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this work if I’m not in the US?
Yes. The core structuring patterns apply globally, with local compliance nodes for US, UK, Canada, and APAC.
$199 one-time. 6, 8 hours total, self-paced over two weeks.

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.

30-day money-back guarantee· 144 chapters· Hand-built playbook included· Account access within 24 hours
!