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