Pre-notification Checks

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  • #22574
    pdeans
    Participant

    We are trying to gradually introduce pre-notification checks and I would be grateful for any advice.

    Is it the QA staff or supervisory staff who carry out these check in other LAs and also what precentage of checks do you carry out?

    Our QA team is based at our council HQ, our 10 local offices range from being 7 to 38 miles from there. As we do not yet have DIP and workflow the logisitics of the QA staff carrying out the checks is very near impossible.

    We thought it might be best for the AP3’s in each office to carry out the checks at the end of each day, however this is a problem as some of our smaller offices only have 2 members of staff in them, the highest grade being AP2. If the files were sent from the smaller offices to the bigger offices to be checked, we have an issue with the amount of time this would take before the decision notice could be issued to the claimant.

    We are really struggling on how to go about introducing this, but would really like it to be possible. Does anyone have any advice that might be useful to us?

    #8642
    Anonymous
    Guest

    I have worked in only one LA that carried out pre-notif checks and they had a dedicated QA officer to do this. A report would be run from the processing system (academy in this case) to pull up around 15% of the cases calculated on the previous day.

    All letters to be sent out would be passed to the QA officer who would pull out those cases needing to be checked.

    If your QA officers can run a report and check cases on the system from the Council HQ could they not advise your supervisory staff in the local offices as to which letters needed to be set aside or destroyed if the decision is incorrect?

    #8643
    Anonymous
    Guest

    I have worked in only one LA that carried out pre-notif checks and they had a dedicated QA officer to do this. A report would be run from the processing system (academy in this case) to pull up around 15% of the cases calculated on the previous day.

    All letters to be sent out would be passed to the QA officer who would pull out those cases needing to be checked.

    If your QA officers can run a report and check cases on the system from the Council HQ could they not advise your supervisory staff in the local offices as to which letters needed to be set aside or destroyed if the decision is incorrect?

    #8644
    Jayne-T
    Participant

    We do 4% pre notification checks. We use the Academy Quality Assurance module which selects the cases and holds notifications until the cases have been checked and marked as correct / incorrect. Our Verification officers conduct the actual checks.

    #8645
    Dawnie
    Participant

    We currently check 100% of new claims prior to notification and payment – we employ 1 FTE Technical Officer at Team Leader grade – it is expensive but valuable

    #8646
    pdeans
    Participant

    The QA officers can’t really check what’s on the system if they don’t have the paper copy of the benefit file to check it against if you see what I mean.
    All our benefit forms and verification are held in the office in the area to which they relate, so the files that required a check would need to be sent to the office where the checks would take place (as some offices have higher grades of staff than others depending ont heir size).
    It’s kind of hard to explain but the problem seems to be the logistics of it all. I think once we have DIP and workflow up and running it will be much easier as files can be located electronically instead of manually.
    I think to start with we will be looking to do a 4% check at least to start with.

    #8647
    LAHiggins
    Participant

    On the topic of Accuracy checks, we have developed a fairly sophisticated database specifically for recording, reporting and monitoring of Quality Assurance. It enables the details of quality checks to be quickly and easily recorded, individual feedback sheets to be automatically produced to assessors, and enables a wide range of stats and data analysis to be generated.

    The database identifies errors which will directly affect benefit and those that are non financial, and also enables Checkers to monitor the action taken with reported errors.

    We have sold our datebase to a number of other local authorities (approximately 10 I think at the latest count) at a very reasonable price

    Feel free to drop me any email if anyone want anymore details.

    #8648
    JamesPickering
    Participant

    We are a smallish LA so we do a 10% check of all assessors work every day. We produce a list of all assessments done every evening.

    The reults are then recorded on a spreadsheet and we record they type of change i.e. COC, New Claim, Intervention and whether the claim was correct or not. Only financial errors are recorded as incorrect (including dates of change) but we record all changes that are wrong such as WIB code, info. rec’d dates etc.

    Any errors identified are passed to the assessor and are actioned on the day they are passed back.

    We then use the details as an in-house accuracy statistic for assessors performance and also as a local PI.

    As all the checks are logged against the assessors initials it is easy to extract all the errors (financial and non-financial) to report back at meetings and appraisals.

    We do have DIP which does help on the checking side as it means we don’t need to have files being passed backwards and forwards. The downside is that we only check 10% of each assessor which is not enough so are hopefully looking towards a 100% check of some description – we are just not sure how we are going to acheive this yet.

    Also – a LA that we benchmark with have their assessors checking other assessors work as part of their perfromance related pay scheme. The assessors have to chose how many claims they will check and they cab only reach the maximum earning level if they check a certain number. They claim it works brilliantly for them.

    Edit – Sorry the should have been on the procedure and policy board.

    #8649
    Jayne-T
    Participant

    Just out of curiousity when you say smallish – how many Assessment Officers do you have? Just wondering on the basis of being able to check 10% of all work every day and hoping to be able to do 100%

    #8650
    JamesPickering
    Participant

    We have 7 FTE assessors, 3 of which are relatively in-experienced i.e. less than 6 and 12 months assessing.

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