Case Study: Empowering Employees, Easing HR/ER:
How Gusto Uses tEQuitable to Help Employees
Navigate Work Conflict
How Gusto Uses tEQuitable to Help Employees
Navigate Work Conflict
The Challenges: Addressing Work Conflict Early and Informally
Gusto identified two common issues impacting its workplace culture:
Employees often experience interpersonal conflict but hesitate to address it until it escalates and becomes more complex.
Employees struggle to find the right outlet for concerns that don't rise to the level of a formal complaint.
In either situation, when the issues eventually reached Human Resources (HR) or Employee Relations (ER) it required significant time, typically between 8-10 hours per week, or 25% of HR/ER’s time to untangle and resolve. Employees often couldn’t clearly articulate their concerns or desired outcomes, prolonging investigations and adding strain on HR/ER resources.
The Solution: tEQuitable—An Independent, Confidential Resource
To address these challenges, Gusto prioritized providing employees with a trusted, independent resource. Recognizing that internal channels weren’t always enough, they sought an external, unbiased advisor to help employees navigate conflicts early and address concerns without immediately involving HR/ER. Employees could engage with this resource to talk through their experiences, assess their options, and clarify their needs—building trust and empowering them to find solutions on their own terms.
To better support employees in addressing workplace conflict, Gusto integrated tEQuitable into its suite of employee benefits. As a tech-enabled Ombuds platform, tEQuitable provided Gusties with a confidential and independent resource for addressing workplace conflicts the moment they arose. Employees were able to talk about and work through their concerns and receive tailored strategies and support to build an action plan for the outcome they wanted.
Through anecdotal feedback, Gusto learned that tEQuitable helped employees with both of the challenges Gusto was trying to address:
Helping employees address concerns that didn’t require formal action, but still required support.
Helping employees address Issues right away, before they escalate into more complex issues.
With tEQuitable, employees felt more comfortable processing their concerns in a confidential space and gaining insight and clarity before deciding on next steps.
“The tEQuitable Ombuds I spoke with was understanding of my situation and really validated me. They were also very empathetic and provided direct feedback and suggestions on how I could move forward. I feel ready for the conversations I need to have next.”
The Results: Easing HR/ER Workload, Boosting Employee Confidence
By integrating tEQuitable, Gusto has delivered tangible benefits for their employees and HR/ER teams.
For Employees:
● Independent Support: Employees now have access to a trusted, external advisor, giving them a safe and unbiased space to process workplace concerns.
● More Thoughtful Issue Processing: Employees can better determine whether their concern requires HR intervention or if alternative solutions might be more appropriate.
● Employee Empowerment: Employees feel more equipped to handle workplace challenges independently, increasing their confidence and overall workplace satisfaction.
“In investigations, we always ask what an ideal situation and fix would look like—trying to understand what people really need or want. In instances where they’ve talked to tEQuitable, they have more clarity around that. Usually, people that initiate investigations are not linear in the way they are thinking and what they are sharing, which is to be expected when experiencing any type of trauma or conflict. For HR/ER, the benefit of those having talked with tEQuitable first is that it helps to organize their thoughts and makes completing the investigation a bit more straightforward and clear.”
For HR/ER:
● Clearer Investigations: Employees who have engaged with tEQuitable before entering an investigation tend to be clearer and more structured in their communication.
● Reduced HR/ER Workload: By helping employees clarify their concerns before involving HR, HR/ER teams spend less time deciphering complex interpersonal issues, allowing them to focus on broader organizational initiatives.
“There is a difference between employees who have talked to tEQuitable before starting an investigation and those who haven’t. Folks who have talked to tEQuitable before are generally clearer and more straightforward in the conversation. They have taken the time to process the situation, talk it through, evaluate their needs and what they want to have happen out of it, and that makes a difference.”
Looking Ahead: tEQuitable, a Fully Integrated Benefit That Employees Rely On
Gusto’s integration of tEQuitable not only helped them address two key workplace challenges but also reinforced their ongoing commitment to fostering a supportive and inclusive workplace culture—one that has earned them recognition as a top employer. By providing employees with a confidential, independent resource, Gusto empowers its team to navigate challenges effectively while fostering a culture of collaboration and trust. This approach reduces the strain on HR/ER teams, enhances employee satisfaction, and contributes to a healthier workplace dynamic.
By leveraging tEQuitable, Gusto is positioned to address systemic issues comprehensively, ensuring long-term improvements in workplace engagement, productivity, and employee retention. This proactive approach to employee support reflects Gusto’s broader efforts to cultivate a positive, high-performing workplace culture.
The tEQuitable Advantage
