107-3           BACK-UP PLAN TO HANDLE REPORTS OF CHANGE WHEN A WORKER IS OUT OF THE OFFICE

When a worker is out of the office, they should use the ”Out-of-Office” auto-reply feature on their email system to notify other workers of their absence. They must also update the voicemail message on their telephone.

Each office will develop their own back-up plan to ensure changes are worked timely when a caseworker is out of the office. Below are some suggestions:

• Buddy System
  
  Assign each worker a "buddy" to take calls, check mail, and work on urgent changes promptly.

• Alpha-Split Method
  
  Each caseworker will be required to split their caseload alphabetically and assign each worker in their unit. The list will be distributed to all staff in the office.  This method assigns each worker in the office to a specific portion of the absent employee’s work.  If an employee is out unexpectedly, either the office supervisor or the lead worker will do the ”alpha split.”
  
  Phone calls will be routed to the appropriate worker.  Incoming mail or paperwork is placed in the absent worker’s in-box. The supervisor or lead worker will be responsible to sort and distribute the incoming mail or paperwork according to the alpha split.  This method will require the office to work as a team and for everyone to assume the responsibility of all the work in the office.

• Coverage Log
  
  The team supervisor or clerk will keep a log to track daily coverage for workers who are out. One or two people can be assigned each day to handle all phone calls, incoming mail, and walk-in clients for the absent worker.

• Utilize Lead Workers (ET III / WDS II)
  
  If a worker is out, the lead worker will monitor all changes received. The lead worker will either process the change or distribute the work evenly to other team members when an action is needed on the case.  The supervisor will monitor the caseload if the lead worker is not available.

• Floater System
  
  Assign a floater and a back-up floater for each unit. The floater can be assigned a smaller caseload but would be responsible for covering the vacant caseload and absent employees regardless of the reason for the absence. The clerical team would route the assigned work and phone calls to these workers.