Hotlines helplines critical success factors a panel discussion
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Hotlines / Helplines: Critical Success Factors A Panel Discussion. Moderator Comments. Creating a Hotline: Thoughts and Considerations Fundamental aspects Assessing the environment Building the hotline program Educational component Process for handling contacts

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Hotlines / Helplines:Critical Success FactorsA Panel Discussion


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Moderator Comments

Creating a Hotline: Thoughts and Considerations

  • Fundamental aspects

  • Assessing the environment

  • Building the hotline program

  • Educational component

  • Process for handling contacts

  • Ethics, acceptance and effectiveness


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Session Participants

Ms. Icel Kendrick, HSC Compliance Operations ManagerThe University of New MexicoMr. Patrick Reed, University Auditor The University of CaliforniaMr. Thomas Schumacher, Director, Office of ComplianceThe University of MinnesotaMs. Robin Woods, Manager, Investigative Audit Services The Texas A&M University SystemModerator:Ms. Nancy Pasternack, Education DirectorThe Association of Certified Fraud Examiners


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University of New Mexico

Program Overview

  • Founded in 1889. UNM main campus, Health Sciences Center and University Hospital are located in Albuquerque. Branch campuses in Gallup, Los Alamos, Taos and Valencia County

  • Annual giving exceeds $40 million – total revenue $926 million

  • 210 certificate and degree programs

  • 26,500 students with 7,000 students at branch campuses and education centers

  • Hotline service since October 2001 at HSC; went campus-wide in 2005 due to success of program

  • Approximately 375 reported incidents since December 2003, with about ¼ of those reported through the hotline service


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University of Minnesota

Program Overview

  • 4 campuses, 18 regional outreach centers serving 87 counties, academic health center; Aprox. 23,000 FTEs, 60,000 students

  • 790 buildings, 2.2 billion in annual revenue, 500+ mil. Sponsored research, 24 Div. I sports

  • System wide institutional compliance program; “compliance partners” in 25+ risk areas.

  • System-wide contract for third-party hotline service

  • Scope is “legal and policy” violations by U employees or agents

    • Not purely student issues such as cheating

  • Service opened 11/1/05; ~50 hotline reports in first quarter

  • “Slow and steady” communications plan


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University of California

Program Overview

  • 10 Campuses, Office of the President and three national laboratories managed for US DOE

  • 5 Schools of Medicine with 10 hospitals.

  • Institutional compliance program at the campuses, laboratories & medical centers

  • System-wide contract for third-party hotline services

  • Approximately 780 hotline reports from 2005


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Texas A&M University System

Program Overview

  • 9 Academic Universities, 7 Agencies, a Health Science Center, and System Administration

  • Compliance programs in place at several members and at the System Administration

  • Fraud, Waste and Abuse Hotline consists of a toll free telephone number and an anonymous web-based reporting system

  • Hotline is operated internally by System Internal Audit Department

  • Approximately 25 hotline reports annually


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For More Information

Ms. Icel Kendrick: IKendrick@salud.unm.edu

Mr. Patrick Reed: patrick.reed@ucop.edu

Mr. Thomas Schumacher: schum035@umn.edu

Ms. Robin Woods: Robin-Woods@tamu.edu

Ms. Nancy Pasternack: NPasternack@acfe.com