Macy’s Onboarding Training

Human Resources Support

Module: When to Contact HR

HR supports colleagues, managers, and business teams by helping address workplace concerns, policy questions, documentation needs, and situations requiring formal review.

When to Contact HR

• You need guidance on workplace policies or procedures.
• You are unsure how to handle an employee concern or complaint.
• A situation involves possible harassment, discrimination, threats, retaliation, or abusive conduct.
• An employee feels unsafe or reports unsafe workplace behavior.
• A manager or employee needs support with documentation or corrective action.
• An award, recognition, or employee record issue requires policy clarification.
• A concern cannot be resolved at the local manager level.

Situations That Require Immediate Escalation

• Threats or threatening language
• Physical aggression
• Harassment or discriminatory comments
• Weapons seen or mentioned
• Employee or customer safety concerns
• Suspected theft, fraud, or criminal activity
• Any situation where an employee feels unsafe

Follow store emergency procedures and involve management, security, or emergency services when immediate danger exists.

Before Contacting HR

• Gather accurate facts, dates, names, locations, and relevant documents.
• Identify what happened, who was involved, and what action has already been taken.
• Keep information confidential and share it only with authorized individuals.
• Avoid making promises about outcomes before HR reviews the concern.
• Use respectful, objective language when documenting the issue.

The HR Process

1. Receive the concern: Listen calmly and take the concern seriously.
2. Document the facts: Record specific details without opinions or assumptions.
3. Review urgency: Determine whether there is a safety, legal, or policy concern requiring immediate escalation.
4. Contact HR: Provide the documented facts and any supporting information.
5. Follow guidance: Complete next steps as directed by HR, management, or policy.
6. Maintain confidentiality: Share information only with those who need it for the review or resolution.
7. Follow up: Confirm that required actions are completed and documented.

Communication Expectations

• Remain calm, respectful, and professional.
• Listen without interrupting.
• Ask clarifying questions to understand the concern.
• Do not argue, blame, or dismiss the concern.
• Explain that HR will review the issue according to company process.
• Do not share confidential employee information with unauthorized individuals.

Activity: The HR Process

Read the scenario and identify the correct HR process steps.

Scenario

A colleague tells a supervisor that another employee used disrespectful language and made them feel uncomfortable during a shift. The colleague asks what will happen next.

What Should the Supervisor Do?

1. Listen and thank the colleague for reporting the concern.
2. Document the specific facts: date, time, location, people involved, and what was said or done.
3. Contact HR for guidance.
4. Keep the information confidential.
5. Follow HR’s direction and avoid promising a specific outcome.

Key Takeaways

• Contact HR when a concern involves policy, safety, workplace conduct, documentation, or unresolved employee issues.
• Escalate immediately when threats, harassment, discrimination, aggression, or safety risks are involved.
• Document facts clearly and objectively.
• Protect confidentiality throughout the process.
• HR helps ensure concerns are reviewed consistently, respectfully, and according to company procedure.