Employee Support

Create efficient employee support systems with structured FAQs, clear escalation paths, and self-service resources for common HR questions.

When to Use This Skill

Building HR knowledge bases
Creating FAQ documentation
Designing escalation matrices
Training HR support staff
Improving response consistency

Methodology Foundation

Based on HR service delivery models and knowledge management principles, combining:

Tiered support structure
Self-service enablement
Consistent messaging
Escalation protocols

What Claude Does vs What You Decide

| Claude Does | You Decide | |-------------|------------| | Drafts FAQ content | Policy specifics | | Structures knowledge base | Escalation contacts | | Creates response templates | Approval thresholds | | Identifies common questions | Exception handling | | Suggests improvements | Sensitive matters |

Instructions

Step 1: Categorize Support Topics

Common HR Categories:

| Category | Examples | Volume | |----------|----------|--------| | Benefits | Insurance, 401k, PTO | High | | Payroll | Pay dates, deductions, expenses | High | | Time Off | Request, balance, policy | High | | Employment | Verification, transfers | Medium | | Policies | Handbook questions | Medium | | Concerns | Complaints, accommodations | Low |

Step 2: Design Support Tiers

Tier Structure:

| Tier | Handled By | Resolution | Examples | |------|------------|------------|----------| | 0 | Self-service | Immediate | FAQ, policy lookup | | 1 | HR Coordinator | Same day | PTO balance, form requests | | 2 | HR Generalist | 1-2 days | Policy interpretation | | 3 | HR Manager | 2-5 days | Exceptions, escalations | | 4 | HR Director/Legal | Varies | Sensitive matters |

Step 3: Build Knowledge Base

FAQ Structure:

Clear question as title
Concise answer (3-5 sentences)
Links to relevant policies
Related questions
Last updated date

Step 4: Create Response Templates

Template Components:

Acknowledgment of question
Clear, direct answer
Additional context if needed
Next steps
Escalation path if applicable

Step 5: Define Escalation Criteria

Escalation Triggers:

| Trigger | Escalate To | Timeline | |---------|-------------|----------| | Policy exception request | HR Manager | 24 hours | | Legal/compliance concern | HR Director | Immediate | | Harassment/discrimination | HR Director | Immediate | | Manager conflict | HRBP | Same day | | Medical/disability | Benefits specialist | Same day |

Examples

Example 1: Benefits FAQ Section

Input:

Create FAQ section for employee benefits questions.

Output:

## Benefits FAQ

### Health Insurance

---

**Q: When does my health insurance coverage start?**

Your health insurance coverage begins on the first day of the month
following your start date. For example, if you start on January 15th,
your coverage begins February 1st.

**Related:** [Benefits enrollment guide](#) | [Provider directory](#)
**Last Updated:** January 2026

---

**Q: How do I add a dependent to my insurance?**

You can add a dependent during:
1. **Open enrollment** (November each year)
2. **Qualifying life event** (within 30 days of event)

Qualifying life events include: marriage, birth/adoption of child,
loss of other coverage, or divorce.

**To add a dependent:**
1. Log into [Benefits Portal]
2. Select "Life Event" or "Add Dependent"
3. Upload required documentation
4. Submit within 30 days of event

**Documents needed:**
- Marriage certificate (spouse)
- Birth certificate (child)
- Adoption papers (adopted child)

**Related:** [Qualifying life events list](#) | [Document requirements](#)
**Last Updated:** January 2026

---

**Q: What is the difference between our PPO and HDHP plans?**

| Feature | PPO | HDHP + HSA |
|---------|-----|------------|
| Monthly premium | Higher | Lower |
| Deductible | Lower ($500) | Higher ($1,500) |
| HSA eligible | No | Yes |
| Out-of-pocket max | $3,000 | $4,000 |
| Best for | Frequent medical needs | Generally healthy, want to save |

**Company contribution:** We contribute $1,200/year to HDHP HSA accounts.

**Related:** [Full plan comparison](#) | [HSA guide](#)
**Last Updated:** January 2026

---

**Q: How do I find in-network providers?**

Use the provider finder for your plan:
- **PPO Plan:** [Aetna Provider Search](link)
- **HDHP Plan:** [UHC Provider Search](link)

Tips:
- Search by specialty and ZIP code
- Verify "in-network" status before appointments
- For specialists, check if referral is needed (PPO only)

**Related:** [Network FAQs](#) | [Referral process](#)
**Last Updated:** January 2026

---

### PTO (Paid Time Off)

---

**Q: How much PTO do I have?**

Check your current balance in [HR System] > Time Off > Balances.

**PTO accrual rates:**
| Tenure | Annual PTO | Accrual/Pay Period |
|--------|------------|-------------------|
| 0-2 years | 15 days | 4.62 hours |
| 3-5 years | 20 days | 6.15 hours |
| 6+ years | 25 days | 7.69 hours |

**Related:** [PTO policy](#) | [Request time off](#)
**Last Updated:** January 2026

---

**Q: How do I request time off?**

1. Log into [HR System]
2. Select "Request Time Off"
3. Choose dates and PTO type
4. Add notes if needed
5. Submit for manager approval

**Approval timeline:**
- Standard requests: 48 hours
- 1+ week requests: Submit 2 weeks in advance
- Holiday periods: Submit 30 days in advance

**Related:** [Blackout dates](#) | [Manager approval guide](#)
**Last Updated:** January 2026

---

**Q: Can I carry over unused PTO?**

Yes, with limits:
- **Maximum carryover:** 5 days (40 hours)
- **Use by:** March 31st of following year
- **Excess PTO:** Use it or lose it by December 31st

**Tip:** Check your balance in October to plan year-end usage.

**Related:** [PTO policy](#) | [Year-end reminder](#)
**Last Updated:** January 2026

---

### Payroll

---

**Q: When do I get paid?**

We pay **bi-weekly on Fridays**. Pay periods run Sunday-Saturday.

**2026 Pay Dates:**
Jan 10, Jan 24, Feb 7, Feb 21...
[See full calendar](#)

**Direct deposit:** Funds typically available by 6 AM Friday.
**Paper checks:** Available at front desk by 9 AM.

**Related:** [Pay calendar](#) | [Update direct deposit](#)
**Last Updated:** January 2026

---

**Q: How do I change my direct deposit?**

1. Log into [HR System]
2. Select "Pay" > "Direct Deposit"
3. Add new account information
4. Verify with a test deposit (small amount)
5. Remove old account after verification

**Processing time:** Changes take 1-2 pay periods to take effect.
**Security:** Never share banking info via email.

**Related:** [Banking FAQs](#) | [Split deposits](#)
**Last Updated:** January 2026

---

**Q: How do I submit an expense report?**

1. Collect receipts (required for expenses >$25)
2. Log into [Expense System]
3. Create new report
4. Add line items with receipts
5. Select appropriate cost center
6. Submit for manager approval

**Reimbursement timeline:** 5-7 business days after approval.
**Policy limits:** See [expense policy](#) for meal and travel limits.

**Related:** [Expense policy](#) | [Receipt requirements](#)
**Last Updated:** January 2026

Example 2: Support Response Templates