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Line Managers - HSE Verification - Escalation Guide

Updated

Overview

The HSeLanD Verification process uses SAP HR information to authenticate HSeLanD user profiles. This integration improves data integrity, compliance reporting, and reliability across the health service. Line managers play a key role in supporting staff through this process.


Verification is only possible when a user logs into HSeLanD. Staff with a SAP HR record will be prompted to verify their profile after the go-live date for their health region or service.

 

What Staff Need to Do

When prompted during login, staff must:

  1. Enter their personnel number (found on their payslip).
  2. Enter their date of birth.
  3. Confirm or update their work location.

This process typically takes less than one minute.

 

Line Manager Responsibilities

Line managers are expected to:

  • Support staff in locating their personnel number if needed and understanding the verification process.
  • Assist with any issues related to incorrect personnel number or date of birth.
  • Escalate unresolved issues to the appropriate HR or NPA contact.
  • Conduct step-by-step first checks:
    1. Website
      • Confirm the staff member is on www.hseland.ie (no other sites or unofficial links).
      • Is the website up and running as expected? You can check the status by visiting www.hseland.ie
    2. Verification Status
      • Once a profile is verified, it will have a verified badge.
    3. Spelling & Typing
      • Re-enter Date of Birth and Personnel Number carefully.
      • Ensure no typos, extra spaces, or incorrect formats.
      • Did the employee recently change location or begin employment? It can take a number of weeks for changes to be updated in SAP and reflected in HSeLanD. For these scenarios, using Guest Access is the best route.
    4. Alternative Attempts
      • Try using a different browser or device.
      • Clear cookies/cache if the page is not loading properly.
    5. Employment Status
      • Has the staff member been employed for less than six weeks?
      • Did the staff member change location less than six weeks ago?
      • If so, their details may not yet be synced with HSeLanD, and guest access should be the option selected.
    6. Personnel Number Updates
      • Has the staff member recently moved role or location and is awaiting a new personnel number?
      • If so, verification may only be possible once SAP has been updated.
    7. System Availability
      • Check if HSeLanD is experiencing downtime (other staff may also be unable to log in).
    8. Authentication Factors
      • If all the above checks are passed, determine whether the staff member's Date of Birth in SAP may be incorrect.
      • If an error is suspected, escalate to your local HR to update the SAP record.
    9. Reporting Line
      1. If the reporting line is incorrect, i.e. that the line manager/direct report relationship is incorrect within the staff details on SAP (visible in the NiSRP portal - this information is not within HSeLanD), please fill out the reporting line change form and return it to your Organisation Management administrator. Link to SAP HR forms here.

 

Common Issues and How to Escalate

Personnel number not found.

Action: Help the staff member locate it on their payslip.

Escalation: No escalation needed unless the payslip is unavailable or unclear.

 

Incorrect date of birth.

Action: Confirm the details with the staff member.

Escalation: Contact Local HR or National Personnel Administration (NPA) to correct SAP records.

 

Location is incorrect, or unassigned for the staff member.

Action: Guide the staff member to manually update their location. If this is a recent mover/changer, check with the recruiter.

Escalation: You can review all of the locations included in the HSeLanD verification project here. 

 

Verification is not an option for my staff member when logging in.

Action: Check that verification is live for your location. Ensure that the staff member has registered for the correct location. Contact HSeLanD Support if there is a suspected technical difficulty.

Escalation: Contact local HR to ensure that the staff member is in the correct work location.

 

Verification fails despite correct details.

Action: Double-check for formatting errors or typos. Capture the reason why verification was not successful.

Escalation: If details are confirmed correct and there is a technical error, the user needs to escalate to HSeLanD Support by completing this form: https://support.hseland.ie/hc/en-gb/requests/new?ticket_form_id=22627760175516

 

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