When I first started with the Company, I was a member of the Payroll department. We were a small area as a part of Controllers & kissing cousins to HR - not the same department, but a lot of people believe they are.

When there are leadership changes or re-organizations in a company, employees contact Payroll for answers. We couldn't answer most questions & would defer to HR. Sometimes, the caller didn't like the answer. How would you handle that situation? Send the call to your manager?

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I would communicate this to your leader maybe they can send an email or clarify contact info for various departments, but yeah if it’s not your department it isn’t and you can’t help them whether they like it or not

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We made our direct manager aware, as she was trying to field calls as well. I'm not sure if she took the message up the food chain.

I would have done the same thing you did. If it isn’t your department, it isn’t your department. At that point, there’s not much you can do besides transfer the call.

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I know I shouldn't have felt helpless, but I did. We took the brunt of a lot of changes - mostly at the beginning of the year when new insurance premiums kicked in.

Yes send the call.

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