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Implementing Case Management for RCN Representatives

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

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Implementing Case Management for RCN Representatives

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  1. Implementing Case Management for RCN Representatives Steve Flanagan Regional Director RCN North West Region

  2. 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.

  3. 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

  4. 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

  5. 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

  6. 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

  7. 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

  8. 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

  9. 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

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