Successfully resolving investigations isn’t just about reducing financial and legal risks—it’s also key to building employee trust, engagement, and retention. But here’s the problem: unresolved issues after investigations are rising, and it’s having a ripple effect across organizations. According to our latest report, Rethinking Employee Experience: Four Critical Overlooked Moments, issue resolution rates have dropped from 70% in 2019 to just 59% in 2024.
If we don’t get ahead of this, we’re looking at serious consequences—lower employee reporting rates, reduced confidence in the investigation process, and potentially more EEOC charges. Our employees count on us to get this right, and we owe it to them to figure out where the gap is and fix it. So, let’s dive into some possible causes and solutions.
1. Prepare for Complex Investigations
Over the past year, we’ve seen a sharp increase in case volumes related to EEOC charges, policy violations, and discrimination. In fact, case numbers are at a five-year high, with mental health challenges emerging as a leading factor. And we’re managing all this with tighter budgets and limited resources.
Complicated workplace issues often breed further investigations. We’ve all been there—you’re in the middle of one case, and suddenly you uncover new layers, sparking a separate investigation. It can spiral fast.
So, how do we ensure that complex investigations get resolved? Start by nailing your documentation. Every detail matters. Use tools that track the entire process from start to finish, and follow standardized procedures every time. Additionally, don’t hesitate to bring in external experts—like mental health professionals—when needed. With a consistent process and the right support, resolving these tough cases becomes more manageable.
2. Visibility into Unresolved Issues is Crucial
A startling 44% of organizations are still using spreadsheets, ticketing systems, or HRIS to track employee relations issues and investigations. This simply isn’t good enough. These systems lack the consistency and reporting capabilities needed to identify and solve recurring problems.
The key to fixing unresolved issues is data. Is the problem truly unresolved, or has it resurfaced after being closed? Are there common patterns pointing to a systemic issue? Having clear data allows you to drill down into the root cause and address it—whether it’s training investigators, improving processes, or tackling company-wide problems.
Without a robust ER technology solution that breaks down case data, how can you gain the insights you need to solve these lingering issues?
3. Embrace ThroughCare: Support Employees Throughout the Entire Process
Aftercare has traditionally been seen as a vital part of resolving investigations—and it is. Supporting employees after an investigation helps reinforce trust and ensure lasting resolutions. However, only 6% of organizations currently have a structured aftercare process, and half still don’t monitor for retaliation.
While aftercare is crucial, we believe it’s not enough. Employees need support throughout the entire process, not just at the end. That’s where ThroughCare comes in.
Investigations can be stressful and unsettling for employees from the moment they report an issue. With ThroughCare, we ensure they’re cared for at every stage—from the initial report, through the investigation and beyond. This means providing consistent communication, regular check-ins and transparent updates to keep employees informed and reassured throughout the process.
By embracing ThroughCare, we’re not only covering the critical post-investigation support; we’re also focusing on the entire journey. This holistic approach ensures that employees feel heard, valued and cared for at every step, strengthening trust and fostering a more supportive employee relationship.
The Bottom Line
Getting investigations right is essential, but even more important is how we support employees during and after. With ThroughCare, we go beyond just resolving cases—we focus on taking care of our employees at every stage. By following a consistent, structured process that prioritizes employee care throughout, we build deeper trust, create better outcomes and ensure our employees know we’re there for them every step of the way.
Ready to learn more about how to improve the employee experience? Check out our latest report, Rethinking Employee Experience: Four Critical Overlooked Moments, and sign up for a curiosity tour to see how HR Acuity’s case management and investigation solutions can help you drive resolution and strengthen employee trust.
