Navigating Leave Of Absence Management With Communication And Creative Problem Solving
Seth Turner is the Founder and Senior Advisor of AbsenceSoft.
Leave of absence policies haven't kept up with how people live, work and manage their health today. Leave, the ADA and PWFA are still treated as separate tracks, managed by different teams with distinct rules. But employees' lives don't fall into neat categories. Someone recovering from surgery, managing a chronic illness or navigating pregnancy complications might qualify under more than one regulation.
That's why I've started challenging the way we think about leave, especially intermittent leave. Not from a legal perspective, but from a human one. In my experience, even a single thoughtful conversation can make a dramatic difference. This isn't about skirting compliance or questioning medical certifications. It's about creating space for solutions that support the employee and the business.
We don't need to rewrite regulations. What we need is a mindset shift—borrowing the intent behind the ADA's interactive process and applying it more broadly. When we do, we often reduce disruption, preserve productivity and help employees return faster, more supported and more engaged.
Historically, leave has often carried a layer of mistrust. There's a persistent, if unspoken, assumption among some managers that leave, especially intermittent leave, is being misused and abused. We've all heard the stereotypes: the Monday–Friday pattern, the employee spotted at a baseball game while on leave, the school field trip chaperone. But these stories ignore the bigger truth.
Just because someone is on leave doesn't mean they're confined to their couch. If a person can't lift 50 pounds overhead, that doesn't mean they can't sit outside and enjoy the sun. Healing doesn't look the same for everyone.
Still, these anecdotes feed skepticism. The moment someone asks for leave, they can go from being a valued contributor to a perceived liability. That shift is outdated and, frankly, it's harmful. It undermines trust at the exact moment when support is needed most.
Fortunately, that mindset is beginning to shift. A newer generation of managers is approaching leave with empathy and openness. They're asking, 'What do you need to make this work?' That shift from adversarial to collaborative is essential for modern organizations. But it takes intentional modeling and cultural change to get there.
The ADA's interactive process is rooted in purposeful communication. It's a structured dialogue between the employer and the employee to explore potential accommodations that allow someone to stay at work or return safely. And while it's required by law in certain scenarios, the spirit behind it—curiosity, collaboration and flexibility—has far wider applications.
I'm not suggesting ADA rules be applied to every leave case. It's more of a mindset of taking the interactive communication from one law and applying it to leave in a way that helps you talk to people.
Too often, leave becomes transactional: a request is submitted, a certification is returned and the conversation ends. But what if we simply asked, 'What do you actually need?' Maybe it's an hour a week for physical therapy. Maybe it's avoiding a triggering meeting. Maybe it's a temporary shift in hours.
When we open that door, we often find solutions that work better for everyone, without compromising compliance.
The way an organization handles leave has direct consequences on retention, motivation, and return-to-work outcomes. According to recent data:
• 36% of employees who had a negative leave experience started job hunting.
• 14% ended up quitting.
• On the flip side, 55% of employees who had a good leave experience returned feeling more motivated.
• 68% of those who had a positive accommodation experience said they felt valued by their employer.
These aren't just operational outcomes. They're cultural ones. When people feel supported during vulnerable moments, they're more likely to re-engage and stay longer.
If you engage with employees the right way, you can get them back more quickly and more committed. In a market where retention is critical, we can't afford to overlook the power of these moments.
For communication to work, HR and managers need to be aligned. HR sets the strategy and ensures compliance. But managers are closest to the daily impact and the ones employees turn to first. HR may initiate the process, but managers need to be involved. That's where we see the greatest tension and the greatest opportunity.
Managers need training to think in shades of gray, not just black and white. They need to be open to creative solutions: shifting hours, redistributing tasks or adjusting workdays to accommodate needs. These conversations should be fact-based, not diagnosis-based. We're not asking managers to act as doctors, just as collaborative problem-solvers.
And it's not one-and-done. Once adjustments are made, they need to be revisited. What worked for someone in January may not work in June. Regular check-ins ensure that accommodations continue to serve the employee and the team.
Technology can't replace meaningful conversations, but it can make space for them.
When HR teams are overwhelmed by manual processes, they don't have the bandwidth to engage proactively. Automation should handle the repeatable work: form generation, status tracking, reminders and secure messaging. That frees HR professionals to focus on what matters most: talking to people, solving problems and shaping better outcomes.
We spend a lot of time and energy trying to boost engagement for the people in the office every day: team-building activities, perks, recognition programs. But what about the people who are out because they're sick, recovering or caring for someone? Why don't we invest that same energy in the ones who are out? Because that's exactly when support matters most.
Better communication around leave is a culture builder. When employees feel heard, valued and supported, they're more likely to return, stay longer and contribute with even greater commitment. And the truth is, it doesn't take much. It's a small investment with big, big opportunities. A short conversation. A bit of flexibility. A willingness to ask, 'What do you need?' can change everything.
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