When HR is invisible
From an employee’s perspective, HR can sometimes feel like a blurry figure in the corner of the office. Everyone knows it’s there, but not always what it does or when it should be contacted. Some see HR as a helping hand with employment paperwork, while others see it as the anonymous function that manages payroll, recruitment, and vacation balances. A well-functioning HR team is a bit like wearing glasses – you don’t always notice them, but without them things become unclear and you’re more likely to stumble.
Although HR’s scope of work is wide, employees usually only see a small slice of it: employment matters, holidays, pay, recruitment, occupational health, and staff surveys. On top of that, HR answers small day-to-day questions like why a salary is a few cents off. But that is only the tip of the iceberg. Behind the scenes there is strategic planning, cultural development, supporting managers, interpreting legislation, facilitating change, and building organizational structures. The visible part is only a fraction of HR’s overall responsibility.
HR as a bridge-builder
HR is sometimes spoken of as if it were the workplace therapist or a parental figure – a place where you can pour out your worries and hope someone will “do something” or back up your view. But that picture is not accurate and can even be misleading.
HR strategies are built to support the overall goals of the business, both short-term and long-term. Operational HR specialists work with people day to day, but that does not mean favoring employees or the employer. Their role is to act as bridge-builders, to ensure fairness and consistency, and to create trust between different parties. In practice, this means helping to create workplace rules that make everyday life less of a gamble.
HR does not decide alone what the workplace rules are. Requests and expectations often come from leadership and managers, who also need structure to do their jobs well. HR’s job is to gather these needs, turn them into policies and processes, and communicate them clearly so that everyone knows the boundaries and how to operate within them.
HR is not a union representative – or a therapist
From the employee’s point of view, HR may appear in different roles: sometimes as a recruiter, sometimes as the person sending forms, sometimes as the one calling you to a meeting. But HR is not a shop steward, and its role is not to advocate for an individual employee – even if listening and empathy are part of the profession. HR’s responsibility is to act constructively and consistently, even in uncomfortable situations.
I have seen employees become disappointed when HR does not take their side directly. But that is often when HR is doing its job correctly – staying neutral and seeking solutions instead of assigning blame. Sometimes HR is expected to resolve a conflict immediately when someone feels they have been treated unfairly. But HR’s role is not to pass judgment. It is to ensure that issues are handled fairly, considering all perspectives. That may take time, but thoroughness is what makes the process fair.
Consistency builds trust
While this blog post focuses on the relationship between HR and employees, it is important to remember that managers play a central role in applying practices. HR can provide tools, support, and guidance, but managers are responsible for making consistent decisions in everyday work. When they deviate from agreed practices, employees are often the first to knock on HR’s door and ask about the company line.
In the end, most employees simply want to be treated fairly – in the same way as their peers. That is why common practices exist: so that everyone knows what to expect and what they can rely on. HR is the function that builds the structures you can lean on when things get tough – and even when work feels routine or uneventful. HR keeps the background running smoothly: salaries are paid, holidays are tracked, and everyone knows what happens when mistakes occur (because mistakes always happen). And yes, there is a process for that too. 😀
Clarity about the HR function’s role reduces misunderstandings, builds trust, and in the process creates a healthier workplace.
So what is HR to the employee?
HR is the function that builds the structures that make good work possible. It creates processes that bring clarity to everyday work. It ensures that employees have the rights, opportunities, and safe environment they need. And yes – it listens, engages, and cares. But not as a friend. As a responsible professional.
HR’s work is people-centered. It touches on wellbeing, communication, and culture – things that feel personal to us all. HR’s role is to be an enabler, a professional, and a consistent, constructive presence. That is why it is so important to understand HR’s role correctly.
Want to know how HR and managers can succeed together?
Read my next blog post: Part 2: Manager, HR is your support – but cannot lead for you.
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