Johnny C. Taylor Jr. tackles your human resources questions as part of a series for USA TODAY. Taylor is president and CEO of the Society for Human Resource Management, the world's largest HR professional society and author of "Reset: A Leader’s Guide to Work in an Age of Upheaval.”

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Question: I’m part of a management team that has not been enforcing the company’s attendance policy for quite some time due to difficulties finding technicians in the field. Now that we’re growing, how do we start holding employees accountable when it has not been the case in the past? ‒ Stephen

Answer: Rebuilding accountability begins with a comprehensive review of your attendance policy, effective communication, and a shared commitment to success. If attendance has not been consistently addressed previously, start by examining your current policy to ensure it meets the needs of your workforce. Collaborate with your human resources team to revise the policy if necessary.

It’s important to note that exceptions to attendance policies may be required. Employers are generally prohibited from disciplining employees for taking leave under the Family Medical Leave Act, the Americans with Disabilities Act, or state and local sick leave laws. Ensure your company policy complies with all relevant federal, state, and local regulations. A clear, fair, and compliant policy forms the foundation for accountability and consistency.

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After updating the policy, train your managers on the new rules and develop a robust communication plan to share the policy with your employees. Managing expectations can be challenging; therefore, clarify the purpose behind the changes, communicate the changes effectively, and address any questions employees may have. Highlight the benefits of enforcing the attendance policy, such as strengthened teamwork, improved service delivery, and enhanced employee morale. Emphasize that the goal is not punitive, but to create a fair and equitable work environment for all.

Give your employees some transparency by explaining how past leniency stemmed from specific business needs. Share details on how poor attendance currently limits business growth and, eventually, impacts the employees themselves. When you can effectively connect your business strategy and goals with workforce performance, employees tend to be more engaged and aligned with organizational objectives. Employees who understand how their activities contribute to the bigger picture are valuable allies for managers.

Consider having employees acknowledge receipt of the policy through a signature, reinforcing their understanding of the new expectations. Additionally, offering a reasonable grace period can allow employees time to adapt to the new policy. With clear communication and time, your organization can successfully manage attendance while also supporting its employees.

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I applied for workers’ compensation after injuring my shoulder on the job. The doctor prescribed physical therapy and recommended that I pause work until I recover. However, my employer’s insurance company hasn’t authorized payment for the prescribed therapy for almost two months. Can my employer influence the insurer to pay for continued treatment? ‒ Brandon

Navigating a workers’ compensation claim is quite different from a typical medical claim. In a regular medical claim, it’s just you, your doctor, and your insurer. In a workers’ compensation claim, your employer, their specialized insurer, and a chosen doctor are involved. Additional federal and local regulations can slow down the process, delaying treatment and affecting recovery. While your employer can’t directly force the insurer to approve your physical therapy, they can still support resolving the issue. Their level of involvement is ultimately their choice.

Your employer can start by requesting a written explanation for the delay from the insurer and following up regularly to expedite the process. They may also be able to coordinate with their HR or workers’ compensation liaison to verify that all necessary documentation has been submitted. Ensuring clear communication between your employer, medical provider, and the insurer can sometimes resolve bottlenecks.

On your end, it’s important to confirm that your health care provider has sent all required records and recommendations to the insurance company. Reach out to the case manager assigned to your claim ‒ they act as the primary point of contact and should be able to provide updates. If the delay involves the need for a second opinion or additional evaluations, discuss this with your employer or case manager to see if complying with such requests might move the approval forward.

If these efforts do not yield progress, seeking legal counsel may be your best course of action. A workers’ compensation attorney can help you navigate the claims process, ensure compliance with state-specific regulations, and advocate for the treatment and benefits you’re entitled to receive.

In the meantime, focus on maintaining open communication with your employer and health care provider. Your recovery is the priority, and taking these steps can help ensure you receive the care you need as quickly as possible. Wishing you a smooth resolution and a full recovery!

The views and opinions expressed in this column are the author's and do not necessarily reflect those of USA TODAY.

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