Alerts

Alert Management

When employees leave comments about hot-topic issues, leaders need to hear about it right away - often they are hearing about these things too late. We built Alerts to flag the most urgent comments that need attention. When an employee shares a comment about pay issues, discrimination, harassment, safety, union concerns, or lack of tools, the system flags the feedback as an Alert. This allows you to respond faster to issues before they escalate and affect operations - allowing you to be proactive vs reactive. Alerts are comments that need attention and may require action.

WorkStep collects feedback from employees via check-in surveys that are sent to employees. During these check-ins, employees can leave comments, enabling them to reflect on how they feel about their employment and share any issues or concerns they may have. If they leave a comment related to union, safety, health, discrimination or payment issues, WorkStep flags the comment and alerts you. 

Administrators and editors can assign alerts to others, reply to alerts, and track resolution directly from WorkStep. This enables better tracking of actions taken on alerts for legal and compliance purposes, as well as in ensuring employee satisfaction. 

WorkStep alerts on issues that are alerted to

The WorkStep system flags comments as alerts on topics that are urgent and often require action.

  • Physical safety concerns
  • Discrimination or racism
  • Sexual harassment/harassment
  • Pay issues
  • Important information related to COVID-19
  • Extreme dissatisfaction
  • Union-related issues
  • Lack of tools or training that could lead to safety issues.

The system will notify you via email each day when new alerts are received. 

Understanding the Alerts area

From the Alerts area, all WorkStep RETAIN users can easily view which alerts are new and require action, based on access permissions afforded the user by the administrator. In this way, users only see the alerts that are relevant for them. 

Note: Only users with administrator or editor access can reply to alerts and assign alerts.

To view alerts:

From the left navigation, select Feedback and then Comments, or click on Alerts in the homepage comment box, or use the notification bell in the upper right of the screen.

All of the parts of the Alerts area are as described in the following table:

Part

Description

Filters

Filter alerts to focus on a specific cross-section based on region, facility, employee role, check-in type and alert category.

Export

Export filtered alerts to CSV format for local management. 

Alerts tab

View only open alerts.

Assigned to me

View only open alerts that have been assigned to you

Unassigned

View only open alerts that have not been assigned to anyone

Resolved tab

View only resolved alerts.

Alert Details

Respond to the employee’s comment related to a specific alert, assign the alert, log it or mark it as resolved from this area.

Manage alerts

Alerts can only be managed by users with administrator or edit permissions and as such only they can be assigned to handle alerts. 

Administrators and editors can: 

  • assign an alert to someone else
  • Be assigned to an alert to take action on the alert
  • reply to an alert
  • resolve an alert without replying

Viewers can:

  • View alerts for the facilities the user has access to. 

Assign an alert

Users can assign an alert to another individual in their organization with administrator or editor permissions. Users who are assigned an alert will be notified via email that an alert is assigned. The system sends one email per day with an aggregated list of all alerts assigned to the user that day.

To assign an alert: 

  1. Navigate to the Alerts area, and then find and click on the relevant alert.
    The Management panel loads with the relevant details and actions, similar to the following:

  1. From the Assignee dropdown list, select the administrator or editor to whom you want to assign the alert. 

Reply to an alert

Replying to an alert allows the employee to know that their feedback has been heard, which in itself helps improve employee engagement and retention. You can reply to the employee who left the comment that triggered an alert and still maintains the employee’s anonymity. When the employee receives the response, a notification is also included that informs them their feedback was shared anonymously. 

We recommend you follow these guidelines when replying to employee feedback:

  • Respond politely, even if the feedback is negative. 
  • Let the employee know their concerns have been heard so they feel comfortable sharing feedback in the future. 
  • If you plan to take action by purchasing new equipment or resolving a safety issue, share the planned action with the employee. 
  • If follow-up from the employee is required, provide your contact information. 

To send a response: 

  1. Navigate to the Alerts area, and then find and click on the relevant alert.
  1. Click Reply
  2. Click in the large response field and type your response. You can enter up to 1000 characters in the response.
  3. Click Send & Resolve.
    Your response is delivered to the employee via email and SMS (if both types of contact information are configured and available in WorkStep) and is also logged in the system, keeping track of all actions taken in one place for each alert. Your name is anonymous in the reply unless you choose to share your name in the reply message.
    The reply sent to the employee looks like the following:

The response will indicate:

  • who sent the reply
  • the date of reply
  • the contents of the reply

Resolve and log a resolution

The Internal Nots feature is used by your internal team to track the status of Alerts. Internal Notes for internal tracking and is not visible to the employee.

Alerts can be Open or Resolved. When an alert is marked as Resolved, users can log an Internal Note by adding comments, such as “additional equipment was purchased”, “the safety issue was resolved”, or "no action is required for this alert." This resolution log is saved for your organization’s internal records and is not shared with the employee. 

We recommend following these guidelines when logging a resolution:

  • The note should be relevant for your internal records on what resolutions are taken. Since this is not visible to the employee, you can include information that is helpful for your team but would not be shared with the employee. 
  • This can be used to track the action that was taken for issues that could have legal implications, such as an employee not receiving their pay. 
To resolve and log a resolution: 
  1. Navigate to the Alerts area, and then find and click on the relevant alert.
  2. Click Resolve.
  1. Select View, located at the bottom of the page
  1. Enter your resolution.
    Examples of internal resolutions could include: Additional safety equipment or tools were purchased, the issue was reviewed with the safety committee, or the reports of harassment are being investigated.
    The resolution log is saved for your organization’s internal records and is not shared with the employee.
  2. Click Save
To reopen an alert 

You can re-open an alert by deleting the resolution for the alert. 

  1. Navigate to the Alerts area, and then find and click on the relevant alert.
    The Management panel loads with the relevant details and actions, including the resolution log.

Alerts from the Exit Survey

When an alert or comment is collected from an Exit Survey, the alert will have an Exit Survey pill added to the top of the alert. Exit survey information is included on comments and alerts collected from the Exit Survey so that comments collected from terminated employees can be handled appropriately based on the individual's employment status.

Not an Alert?

The WorkStep system flags comments as alerts on topics that are urgent and often require action. If you feel the comment does not warrant the alert status, you can mark the comment as "Not an alert" by clicking on the red flag. This will remove the comment from the Alert list. The comment will still be visible under Responses > Recent Comments > View all. Alternatively, if you see a comment in Recent comments and would like to flag the comment as an alert, you can select "Flag as alert" which will add the comment to the Alerts list. The "Not an alert" feature is restricted to Admins and Editors only. View-only users will not see this option.

Export Alerts

To export your alerts and the associated alert information, click on the Export button at the top of the page. This will export data to an Excel file so you can have a complete audit log of all your Alerts and the actions taken. The export will include the alerts seen on the page. If filters are applied to the page, the exported data will be filtered to the same results.

The export includes: 

  • Question
  • Answer
  • Category of Alert
  • Submitted from
  • Date alert was received
  • Assignee
  • Reply text sent
  • Resolution
  • Resolved by
  • Date of resolution

A user will only be able to export Alerts that the user can see on the page. For example, if my data access is limited to the Seattle location, I’ll only be able to export Alert information for the Seattle location.

Alerts FAQ

Q: Why don't I see the location for each alert? A: A location will only be shown in the Alert list if there are more than 3 respondents for the location. This is to protect anonymity. This is a general anonymity rule across WorkStep to hide specific details if there are fewer than three responses in a data set. Users will still receive an email notification for the alert, even if the location is hidden in the UI.

Questions? Reach out to our support team at (213) 377-0974 or email us at employers@workstep.com


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