Match support to the decisions managers make
List recurring questions involving onboarding, attendance, performance, leave, complaints and terminations. Ask providers to explain how a manager submits a question, what context is collected, who responds and what remains an internal decision. The process should be easy enough to use before a problem escalates.
Evaluate coaching, continuity and limits
Confirm whether support comes from a named adviser, how absences are covered and what records are created. Use a realistic scenario to test judgment and escalation. Strong support helps managers act consistently without pretending to replace qualified legal advice or leadership responsibility.
For related guidance, read employee relations support and performance management support.