Don’t go there Melanie!
over the years we have tried to tie assessors down to daily targets for processing new claims and CIC – it doesnt work. Assessors are not all the same – some work really quickly and u love them in a backlog situation – some work so slowly it’s painful but try and tell them they are slow and you get all the excuses under the sun!
What we do here is:
Each assessor completes a daily work sheet – it’s simple stuff they just note the claim number and tick a box ‘new’ ‘cic’ ‘general’ ‘pre-assess’. we record these weekly on spreadsheets against the hours worked by each assessor/whole office etc and also maximum available hours – each month I get a spreadsheet showing all performance figs – we check 100% new claims pre notiifcation so these figures are put in as well.
In summary i get an hourly average output rate for each assessor – those that are the lowest i will have a chat with and tell them their rate needs to increase. i’m looking for around 2 – 3 items of work per hour ( this has factored into it the weighting for new claims as opposed to general post)
Our assessors do the counter/telephone calls/pre-assessment and assess claims.
Team target is to clear work daily and stay top quartile and fingers crossed we are achieving this.
Dawn Kelly
Benefit Manager
Rushmoor Borough Council
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