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Mervyn Parker Area Operations Manager. Assessors’ Performance Monitoring. Assessor performance is monitored based on several measures including the codes they book to each week. These are analysed and results calculated for Client Facing Days, Normalised Days and Utilisation.
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Assessors’ Performance Monitoring • Assessor performance is monitored based on several measures including the codes they book to each week. • These are analysed and results calculated for Client Facing Days, Normalised Days and Utilisation. • In order to meet business targets we have to generate an agreed surplus (profit) that is donated to Electrical Safety First. • 180 Client Facing Days and 96% utilisation is used as a Norm for the business as a whole, if on average everyone achieves this we achieve the budgeted surplus.
Booking Codes – Client Facing Days • Client Facing Days are booked as; • M01 Stage 1 Visits and Pre Assessments • A01 Stage 2 Visits • S01 Surveillance Visits (including recertification) • T01 Transfer Visits • SPU Special Visit as result of an unsatisfactory visit • SPE Special visit for an extension to scope or additional site These all count towards the 180 Norm
Booking Codes – Holidays and Other Leave • HD1 Annual Holiday – approved through SAP • HD2 Public, Fixed Christmas Days & Special Holidays • HD3 Flexi-day –approved through SAP • AA Authorised Absence –approved through SAP • EML Emergency Leave (Max 5-Days per year) • SK2 Medically Certified Sickness • SK3 Self-Certified Sickness (up to 5-days absence) Loyalty days are to be booked as HD1
Booking Codes – Training Support and Travel • TR1 Training – approved by AOM • RA1 Regional Assessor Meeting • R01 Work for Head Office (agreed with AOM) • R02 Work for Sales including Advisory Visits • TTW Travel Necessary during working hours • TOIL Time taken in lieu When booking any code relating to leave, sickness, training or travel, you are not available for a visit to a client and so this counts towards your normalised total number of days.
Booking Codes – Admin/Office • H0P Admin (planned) • HOC Admin (due to unfilled cancellation) • HON Admin (due to no visit being booked) Booking to these codes does not count as part of Normalised Total as you are available for a visit even though it may not be your fault one hasn’t been booked. These are the only booking codes that detract from your utilisation.
Client Facing Days and Utilisation • Number of Client Facing Days is the total of MO1+AO1+SO1+TO1+SPU+SPE • Normalised total days is sum of Client Facing Days+Holidays/Leave+Sickness+Training+Support+Travel • Utilisation is Total of Normalised days divided by total number of week days in the period. • E.G. An assessor booking 17 Client Facing Days, 2 days holiday, 1 day Support, half a days travel and half a days admin in a month of 21 days has a utilisation of 97.6%
Flexi-days • Flexi-day entitlement is calculated on the total number of Client Facing Days, Authorised Absences, Training and Support Days achieved in a 4-month period. • An assessor is awarded a flexi-day if they exceed the target of 62 days in the period. • Periods are April – July; August - November and December - March. • The ‘clock’ is reset at the end of each period, additional days cannot be ‘banked’ so an assessor achieving 65 days in August – November and 61 in December - March will only be awarded one flexi-day for August – November • A flexi-day must be taken with in the next 4-month period or it is lost.
Time Off In Lieu The purpose of TOIL is to allow recovery time by an individual after an excessively long day. As such it must be planned and agreed in advance with your line manager and taken the day immediately after the travel or late working or as soon as possible afterwards dependent upon the circumstances (see below). Excess travel time or late working cannot be accumulated and taken as TOIL at a future date.
TOIL for Mid-Week Travel • Toil days will not normally be authorised for mid-week travel (i.e. during a normal UK working week). • However, where excessively long travel times have been incurred, or there is a likelihood of jet lag, then equivalent TOIL should be agreed prior to the travel taking place with your line manager. • If you have had to travel over 2.5 hours following a full days visit and you have a day or half day with no visit booked in the coming weeks, you may, with your AOMs agreement, book a half day as TTW to compensate for the extra hours involved.
TOIL for Shift Working. If an employee has to work outside normal hours (shifts etc), TOIL (½ day) will be permitted when they have worked more than 3.5 hours in excess of their normal daily hours of work. Other TOIL situations should be agreed with your line manager.
TOIL for working or travelling a half or full day on Saturday, Sunday or Bank Holidays. An equivalent period of time to that worked (½ or full day) will be allowed. As this TOIL is not recovery time, it may be taken at any time agreed with your line manager before or after the time worked. Any TOIL entitlement for visits incorporating time away from home at the weekend when no work is performed should be agreed with your line manager prior to the visit taking place.
Working Time Directive • Employees’ hours of work are governed by the Working Time Regulations 1998, which limit their average weekly working time to 48 hours calculated over a 17 week reference period. The reference period excludes rest breaks, annual leave, sickness absence and all other approved periods of absence. • Employees have the option to exclude this provision from their employment by signing an “opt out” form. In the event that employees do not wish to exclude the provision, they should not work more than an average of 48 hours in any seven day period.
Employee’s Rights Employees have the right to: • A rest period of 11 consecutive hours in each 24-hour period; • Uninterrupted rest period of at least 24 hours in each 7 day period; • 48 hours in each 14 day period; Or • 2 uninterrupted rest periods of at least 24 hours in each 14 day period. • Employees should inform their line managers if they feel they are unable to take the required rest breaks.
When does Working Time Start and Finish? • Travelling time from home to place of work (including the office) for field/home based employees is currently designated as Working Time. • Where required, field/home based employees should record total weekly Working Time on weekly reports and line managers should ensure hours do not breach the Working Time Regulations unless an opt out agreement is in place.
Monitoring Working Hours • The time you record on your weekly reports should be in increments of 15 minutes i.e. 0.25 hours • Travel Time is from leaving home to arriving at clients, and from leaving client to arriving home. • After a half day visit you are only expected to work for the time necessary to complete a normal half day i.e 3.5 hours • If your journey home takes 2 hours you are only expected to work for the remaining 1.5 hours • AOMs record hours worked each week and calculate your 17 week average
What to do if you don’t have a visit booked • Assessors should actively seek alternative activities when no visit is booked or is cancelled. • This may involve accompanying other assessors on visits to gain experience for additional codes/schemes (Book as TR1), report reviews (Book as RO1), code applications (Book as RO1), visit to Warwick House or other activities with the agreement of the AOM. • You may wish to use the day as part of your allocation of 16 admin days and then book the time as HOP. • Only if you have exhausted all these possibilities should you book a day as HOC or HON
