Communications
Communication with the audit participants is the most critical part of any to a successful dependent verification process. This section of The Dependent Audit Guide should be studied closely and communication should be a central focus throughout the audit.
Be aware that most employees will find this audit intrusive and will be confused as this is the first time most of them have experienced anything like this. The more you communicate with your population, the better your results and relationship will be. We suggest a minimum of three forms of initial communication prior to the launch of your audit.
The communications strategy should involve sending out correspondences specifically to each employee who is part of the audit. Key information such as ‘why you are conducting this audit’ should be present in each communication.
Once the audit has begun, the communication to [only those who are] participants should be detailed and consistent. Specific phases should be outlined and appropriate letters dispersed throughout the process of verifying dependents. We recommend a few key items be integrated into the strategy:
- Make the process simple and easy to understand.
- Make the communications customized.
- Try and answer common questions, but not every possible question.
- Always provide feedback to any response that is submitted.
Most employees will appreciate the communications as a reminder. Rarely will you come across an employee who says there was too much communication.
