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Human Resources Certification Institute

By: Tonya Mead, CFE, CHFI, PI, MBA,MA Educational Psychology

Course Number and Activity ID #324482, Complaint Management and Whistleblower Protection has been developed by  Shared Knowledge, LLC an HRCI Approved for Credit Program.

Participants of this activity will receive 2.0 hours of Continuing Education Credits to be applied toward Senior Professional in Human Resources (SPHR), Professional in Human Resources (PHR) and General  Professional in Human Resources (GPHR) Certifications.

Areas of Applicability

  1. Business Management and Strategy
  2. Employee and Labor Relations
  3. Risk Management

This training has been developed to meet the requirements of other Certification Programs. Upon registration and completion, students will be awarded a Continuing Education Certificate to demonstrate knowledge attained as indicated in the course objectives.

Presenter Executive Biography

Ms. Mead has more than 20 years advising executive leadership in state government, small business owners and nonprofits in the analysis of resource management, senior leadership, training and compliance, business practices for the identification of deficiencies and operational effectiveness. She is particularly adept at handling complex issues requiring sound judgment and discretion. Ms. Mead  transformed the District of Columbia’s reputation for systemic educator misconduct reported in USA Today, EsquireWashington Post, NPR, and The Atlantic  to national leader for state turnaround strategies.

She is the president of Shared Knowledge, LLC  a certified small, minority women-owned firm specializing in cyber security and private investigations to support human resources and a recipient of the 2014 Cafritz Foundation Award for Excellence in Government and Public Service for combating fraud and innovative performance management design utilizing information technology.  She is a Certified Fraud Examiner and Computer Hacking Forensic Investigator and serves on the Advisory Council, the Association of Certified Fraud Examiners and is a member of the Cooperative Forecasting and Data Subcommittee for the Washington, DC Metropolitan Council of Governments.  She has served as the Executive Director, Minority Business Development Center for the New England Region where she facilitated financing and procurement contracts for her clients. She was also the Technical Advisor to small and minority subs contracted with primes to build the $13.0 Central Tunnel Artery Project in Massachusetts which was the largest infrastructure project in the World.

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  • Outline 

    • Complaint Management
    • Whistleblower Management
    • Comparisons
    • Commonalities
    • Quality Enhancement
  • Course Objectives 

    • Learn about the federal Whistleblower Protection Act, what it does and doesn’t do
    • Reiterate the reporting requirements whistleblowers must follow to be protected
    • Reiterate the differece between Whistleblower Protection and Witness Protection
    • Identify the specific individuals to whom a federal whistleblower must report to be protected
    • Name prominent Whistleblowers at federal, state and corporate levelsrence between complaints and whistleblower management
    • Identify the risks associated with whistle-blowing
    • Explain why Snowden is not a Whistleblower
    • Understand the importance of legal claim
    • Describe protected activities
    • Understand the difference between complaints and whistleblowing
    • Learn about the top 10 consumer complaints by industry
    • Understand the importance of Sarbanes Oxely Act
    • Explain how its expansion impacts the private sector and non-profit organizations
    • Describe the steps for developing a complaints management program
    • Describe the steps for developing a whistleblower management program
    • Obtain research demonstrating the benefits of a complaints program
    • Obtain research demonstrating the losses for failre to report misconduct and fraudrogram
    • Identify resolution steps for customer complaints and whistleblower reports
    • Determine the advantages and disadvantages of using in-house counsel
    • Obtain a sample complaints intake form
    • Identify the major components of a complaint intake and whistle blower reportingsystem
    • Explain the steps of storage and tracking of customer complaints and whistleblower reports
    • Learn about the different types of investigations
    • Describe the different forms of auditing
    • Explain and describe the key elements (data analytics, root cause analysis, quality control reviews and future strategic planning) of a complaint and whistleblower system used for quality enhancement
    • Describe the components of each element

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