I really don't like or agree with this characterization at all. Sure part of their job is to prevent the company from being sued but part of their job is (usually) also keeping employees happy.
Because happy employees are less likely to be a legal liability, and happy employees are more productive and more compliant with company policy.
And also less likely to leave but why is that a problem?
In the end all employees are only there to make the company money. I really don't see why HR is any better or worse than the engineering department. Everyone is just trying to make a living so I don't see any point in looking down on them for it.
The process is not different than any old tech support call.
Managers have a dedicated line, which leads to a local HR contact.
Do you see anything in this whole process designed to keep employees happy?
Agricultural cooperatives, might come close...