Past Webinar

Webinar: Building and Evaluating An Effective Hotline Program

October 5, 2023

Strategic Management and SAI360 presented on October 5, 2023, a webinar event titled Building and Evaluating An Effective Hotline Program.

Richard Kusserow, former HHS Inspector General and Strategic Management CEO, along with Shelby Cole, an industry expert with over 25 years of experience, discussed how to build an effective hotline program and how to evaluate your existing program for effectiveness.

Having a properly functioning hotline is critical for an effective compliance program. Both the OIG and DOJ in their guidance documents and guidelines stress the importance of maintaining confidential compliance communication channels, which includes a hotline available to all employees.  This Webinar is geared towards organizations that are establishing a hotline program and for organizations with an existing hotline program that desire to evaluate and improve its effectiveness. Specifically, the Webinar will address:

  • Understanding the value and importance of hotlines;
  • Creating a program to receive and act upon information disclosed by reporters, including establishing processes and procedures for properly responding to all reports;
  • Using internal hotlines and vendor-operated hotlines to receive complaints and allegations;
  • Evaluating report volume and the type of reports received;
  • Coordinating with HR and Legal Counsel;
  • Managing the investigation and the documents proceeded and collected during the investigation;
  • Monitoring the hotline program for effectiveness.

A recording of the webinar can be accessed on the SAI360 website by clicking here.


Richard Kusserow, former HHS Inspector General and Strategic Management CEO, has advised over 2,000 healthcare organizations on matters related to effective compliance and hotline programs. Mr. Kusserow has helped to establish and manage more than 500 hotline programs in the healthcare sector and on behalf of federal government agencies. During his 11-year tenure as DHHS Inspector General, Mr. Kusserow was responsible for the management of the largest hotline system in the federal government. Mr. Kusserow is the author of the Ultimate Hotline Manual.

Shelby Cole, CHC, has over 25 years of experience in healthcare compliance and, specifically, in managing and developing compliance programs, which includes hotline operations. Ms. Cole currently works with Strategic Management’s sister company, Compliance Resource Center. Ms. Cole is a Business Solutions Specialist, advising potential and existing clients on establishing effective compliance program operations, including hotline and reporting systems, exclusion and sanction screening and written policies and procedures.

Sponsored by SAI Global, a leader in assisting organizations with compliance issues, with Strategic Management Services, LLC, a company providing compliance advisory services since 1993; and  the Compliance Resource Center that provides hotline, sanction screening, policies and other tools for management of compliance programs

“The Compliance Certification Board (CCB)® approval for this event is pending for up to 1.2 CCB Continuing Education Units (CEUs) are awarded based on individual attendance records. Granting of prior approval in no way constitutes endorsement by CCB of this event content or of the event sponsor.”

Richard Kusserow Richard P. Kusserow, Chief Executive Officer

Richard P. Kusserow established Strategic Management Services, LLC to assist health care organizations develop, implement and assess compliance programs. Mr. Kusserow has worked with health care organizations to conduct compliance program effectiveness evaluations, deliver advisory s... Read More