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Implementing Case Management for RCN Representatives
Steve Flanagan
Regional Director
RCN North West Region
Development of the new system
Sub Group of project Steering Group formed in 2009 Developed new process based on the system used
by RCN staff, housed on activist zone of RCN web site
Early work presented to Joint Reps Conference June 2009 and to UK Committees later that year.
Further refinement of the process Pilot commenced in London, South East and
Northern Regions of England and Lanarkshire patch in Scotland in September 2010
Pilot concluded in February 2011.
Experience in Pilot sites
Slow start due to lack of training resources and preparation prior to roll out
By the end of the pilot:
Sunderland 61
Croydon 36
Newbury 52
London 97
Scotland 0
Total 246 by 68 reps.
Final 12 weeks average = 11.6 cases/week
UK Implementation
Steve Flanagan secondment to support from April to September
Bespoke Training package developed Further refinement of the process and documentation
housed in Activist Zone of RCN web site Training package delivered to Regions and Countries
May/June 2011 Regions and Countries developed implementation
plans July 2011 Implementation (Go live) completed across the UK
by December 2011
UK Implementation
Region Training Dates Go Live
N. Ireland August – December 12/11
Wales September 20/9/11
N. West August 1/9/11
Yorkshire September 30/9/11
East Midlands July/August 30/9/11
West Midlands October/November 1/12/11
Eastern September-December 12/11
South West October/November 1/12/11
All new stewards trained on new system from June 2011
Position at 30.8.2011
Region Open Closed
Sunderland 88 62
Croydon 84 36
Newbury 74 67
London 144 88
Scotland 12 0
Total 402 253
Total Cases to 31st July = 655
Benefits
Robust documentation and process minimises risks to representative, member and RCN.
RCN is able to accurately quantify the good work that reps do in supporting members through casework
Representatives and staff are able to use information to make the case for adequate time off and facilities.
Representatives feel properly supported in case work Members receive service to agreed standards
Representative Cases: Position at 28th May 2012
1533 Cases Open across the UK 1051 Cases Closed across the UK = 2584 cases that reps have opened so far
Next Steps
Case Management Manager appointed Development of system to enable direct access Consideration of supplying equipment to reps Continuing process to ensure that all reps are
logging cases on system Ensuring that cases are closed Customer satisfaction survey Stewardship of case file stocks