Staff get policy answers with the clause
An assistant answers general questions from your employee handbook, enterprise agreement and benefits policy, shows the clause, and sends exceptions to HR.
"How much paid parental leave do casuals get, and when do they qualify?"
Casual staff become eligible for paid parental leave after twelve months of regular service.
The answer is already written down
HR fields the same questions every month, and most of them are already answered in the enterprise agreement. Nobody has time to read all of it, so the same tickets keep coming back.
A manager who gets it wrong can turn a simple question into an industrial relations problem.
From documents to an assistant
Certant reads the employee handbook, the enterprise agreement and the benefits policy.
It works out how clauses, roles and employee categories connect, so nobody draws it by hand.
The assistant goes into Slack or Teams, where staff already ask.
Policy questions and personal records
The assistant answers what your documents say, such as how much parental leave a casual employee is entitled to and when they qualify. That covers most of what HR is asked.
A question about one person's leave balance needs that person's HR record. Answering it requires a permissioned connection to your HR system, which is set up and verified as a separate piece of work.
| Question | Where the answer comes from | Available |
|---|---|---|
| "How much notice do I give for annual leave?" | Leave policy · section 2.1 | From your documents |
| "When do casuals qualify for parental leave?" | Enterprise agreement · clause 34.2 | From your documents |
| "How many days of leave do I have left?" | The employee's record in your HR system | Needs a verified HR system connection |
Ambiguous cases go to HR
Some questions turn on a person's circumstances and need a judgement. The assistant shows the clause that applies, says the decision belongs to HR and passes the question on.
"I've worked irregular shifts for eleven months. Do I count as a regular casual?"
The agreement defines regular service in clause 4.3. Whether your shifts meet that definition is a decision for HR, so I've sent them your question.
What changes
- Staff ask the assistant before opening a ticket, and get an answer with the clause attached.
- HR spends less time repeating the same policy answer and more time on the work only a person can do.
- Answers come from the current agreement, so when you replace a policy the answers follow it.
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Send us your handbook or agreement and we'll show you the answers and the clauses behind them. Or start free and load the documents yourself.