FAS Client Care Process Standards and Quality Metrics (PDF)

BENEFITS OF THIS PDF DOCUMENT

1. Address issues where client care breaks down and take immediate action to resolve situations.
2. Consistently communicate and enforce client care standards.
3. Track and address when metrics are not met in a timely fashion to reduce impacts on clients.

FAS PERFORMANCE MANAGEMENT PDF DESCRIPTION

FAS Client Care Process Standards and Quality Metrics is a 14-page PDF document available for immediate download upon purchase.

This reference lists services provided, potential issues requiring troubleshooting and detailed quality standards and metrics for the following:

•  Calendar Management
•  Interaction Preparation (Case Work/Financial Plan)
•  Client Interaction (Meeting, Call, Web-Enabled Session)
•  Interaction Outcomes Review
•  Business Processing and Tracking

Numerous specific actions are provided for monitoring and managing outcomes, particularly as they relate to tasks directly impacting clients. The intents are to establish a culture of quality and offer specific guidance for continuous improvement.

Source: Best Practices in FAS Performance Management PDF: FAS Client Care Process Standards and Quality Metrics PDF (PDF) Document, Karen Reitor, Communique Productions Inc