How is the Hotline managed?
An external company with experience in managing hotlines for universities manages the intake of calls and triaging of case reports to U-M. This vendor, however, has no responsibility for managing any resulting research or inquiry from a report, nor does it make recommendations on the outcome. Instead, it routes information back to a select number (six) of case managers in University Audits and UMHS Compliance. A case manager then coordinates a confidential evaluation, investigation, and follow-up of each case according to established university protocols. For example, the UMHS Office of Clinical Affairs will be notified of any patient safety concerns.
