The importance of manager training in leave of absences and accommodations

Last month, I had the privilege of presenting at the DMEC Compliance Conference. This event brought together leaders in the leave of absence (LOA) industry and compliance experts to discuss the latest trends and challenges in managing employee leaves and accommodations. The conference underscored the importance of staying informed and proactive in navigating the complexities of the Family and Medical Leave Act (FMLA), the Americans with Disabilities Act (ADA), and various other federal, state, and local laws. The topic I shared at the conference focused on a critical area of concern for employers: manager training.

In today’s workplace, effectively managing employee leave of absences and accommodations is crucial. As businesses navigate the complexities of a diverse workforce, the role of managers in administering the leave and accommodation process is paramount. The significance of manager training in this area cannot be overstated, as it addresses the challenges that employers must prioritize to foster a supportive and compliant work environment.

The landscape of employee leave management is continually evolving, influenced by legislative changes, workforce demographics, and technological advancements. Laws such as the FMLA and ADA mandate employers to provide leaves of absence and reasonable accommodations, along with other requirements for employers such as non-retaliation and ensuring non-discriminatory practices. However, the intricate nature of these laws often presents challenges for managers who may lack comprehensive training in interpreting and effectively complying with these regulations.

The number one pain point in leave administration

Managers are often the first point of contact for employees requesting leave or accommodation and play a crucial role in ensuring compliance with FMLA and ADA requirements. When managers lack adequate training, they may unintentionally create compliance risks for their organizations. The most critical step occurs at the beginning—the timely recognition by the manager of the need for leave or accommodations as communicated by the employee.

This pain point has a few challenges of its own when it comes to solving it:

1. Complexity of employer requirements: The intricate nature of leave laws, including the FMLA and ADA, can feel overwhelming for managers. The sheer volume of information and the nuances of these regulations may lead them to believe they need to understand every detail to ensure compliance. This perception can create anxiety and hesitation, causing managers to second-guess their decisions or avoid addressing leave requests altogether. It’s essential to acknowledge that while the policies are complex, managers don’t need to be experts; they simply need to grasp the key elements that will enable them to support their employees effectively.
2. Inconsistent training standards: Many organizations lack standardized training programs and resources for managers, resulting in varying levels of knowledge and competence across the management team. This inconsistency can create gaps in compliance and employee support.
3. Limited resources and time: Managers often juggle multiple responsibilities, leaving little time to understand leave and accommodations, especially when it is not a regular occurrence. This lack of time can hinder their ability to fully understand and effectively initiate the process.
4. Communication barriers: Effective communication is crucial for managing leave requests; however, many managers struggle with how to approach sensitive conversations with employees regarding their leave needs or accommodations.

Where to focus the training and resources

One of the main points I emphasize when discussing manager training is to avoid getting too deep into the details and instead to provide general information that managers can actually use. This usually includes:

• LOA and accommodations basics
• An overview of covered reasons and situations
• How to recognize a request
• High-level information about your LOA and accommodations processes
• Common mistakes to avoid

Most importantly, the training should emphasize that there are no magic words an employee must use to initiate these processes. Instead, managers should actively listen and use open-ended questions to understand the nature of the employee’s request. Then, the manager should assist the employee in contacting the right person or group to initiate a claim, allowing the administrator to take over from there.

Strategies to implement

As we continue to see new and updated regulations at the federal, state, and local levels, administering these employee rights and benefits will become increasingly complex. Ensuring that your company identifies and initiates these requests in a timely and appropriate manner will remain critical to maintaining compliance.

Practical strategies for implementing effective manager training should start with:

1. Assessing your managers’ understanding of LOA and accommodation, including covered reasons and situations, and your company’s processes
2. Identifying the type and level of training(s) needed such as complete end-to-end training, annual refresher, or point-in-time refresher.
3. Develop, deliver, and evaluate training to ensure you address the knowledge gap.

When developing your manager training, consider other avenues beyond the traditional programs. This could be:

• Utilize e-learning and on-demand resources: Leverage technology to provide flexible training options, such as e-learning modules and on-demand resources. This allows managers to learn at their own pace and revisit materials as needed.
• Incorporate real-life scenarios: Utilize case studies and role-playing exercises to help managers practice handling leave requests and accommodations effectively. This hands-on approach can build confidence and improve their communication skills.
• Establish a mentorship program: Pair less experienced managers with seasoned mentors who can provide guidance and support. This mentorship can help new managers navigate complex situations and reinforce their training.

The significance of manager training regarding FMLA and ADA compliance cannot be overlooked. As we navigate the complexities of employee leave and accommodation requests, organizations must prioritize equipping their managers with the tools and knowledge necessary to effectively support their employees. By investing in manager training and resources, employers can reduce compliance risks, enhance employee satisfaction, and foster a culture of support and understanding within the workplace.

How can Marsh McLennan Agency’s Absence, Disability, & Life Practice help?

Marsh McLennan Agency’s Absence, Disability, and Leave practice specializes in providing organizations with the insights and strategies needed to enhance their leave management processes. Our team of experts can help identify the key areas where training is needed and offer guidance on best practices for developing effective training programs. With over 25 years of experience, we understand the complexities of leave laws and can help organizations create a supportive environment that empowers managers to navigate these challenges with confidence. Contact us to learn how we can support your efforts in improving manager training and compliance in leave administration.