OpenLine: You've Got Questions, We've Got Answers (Excerpt from November 1999 Circuit)

Business decisions are often complex. Employees are routinely tested with issues requiring more than a quick or simple reaction--export determinations, supplier relationship dilemmas, financial strategies, even entering work time each week can sometimes be challenging. That's why an OpenLine service is available for the entire sector work force.

Anyone can call, including customers and suppliers, with any type of inquiry. If an answer isn't immediately offered, one will be obtained promptly from a resident subject expert. The Ethics Office is teamed with support organizations representing every function, at each primary sector location, to fulfill any inquiry.

On day one of their employment, new employees are instructed to ask questions if they are uncertain about a process or procedure, and to keep asking questions until they are comfortable with the response they receive. "Earnest inquiry is a healthy pursuit we want to encourage. Employees should always feel secure with work place decisions and actions," states Donna Davis, director of Ethics & Business Conduct.

Employees should also feel at ease asking for assistance. According to Davis, "The OpenLine was established more as a help line for employees, than a 'hot line' for reporting suspected violations of law or company policy. In fact, the advice and assist role of the OpenLine is highly regarded because it routinely identifies issues before they become violations. This facilitates a self-governing environment, which is fundamental to the success of our compliance program."

The OpenLine process includes more than just telephone calls. Inquiries are also routinely received from e-mails, memos, and walk-in visitors. One unique aspect of telephone inquiries is the caller can remain completely anonymous, which is acceptable as long as enough detail is provided to adequately respond to the inquiry or investigate the allegation. When an anonymous caller uses the OpenLine, he/she is provided a case reference number, which can be used to receive follow up information later.

Once received, calls are categorized as an Inquiry; a Work Place Issue; or an Allegation. Most inquiries are answered within one day. Work place issues and allegations are typically investigated, acted upon, and closed within 30 days.

"OpenLine doesn't take the place of management; local management is always an employee's best source for information; however, certain circumstances merit a supplemental avenue of support. The OpenLine offers an alternative resource for information, objective fact-finding, and issue resolution without fear of reprisal."

The ES³ OpenLine number is (410) 765-1919. Corporate's toll-free OpenLine number is (800) 247-4952.