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Resource Center Update

This report provides an overview of the Resource Center's performance metrics and grievance data as of March 6, 2010. It outlines key statistics on calls handled, service levels, abandon rates, hold times, talk durations, and call resolutions. Specifically, the Steward Hotline managed 440 calls with a high service level of 98.6%. Grievance statistics are also detailed for various units within CDCR, EDD, DMV, DOT, SCIF, DHS, DMH, DDS, DGS, DSS, and BOE, showcasing the number of open cases and their distribution across units.

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Resource Center Update

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  1. Resource Center Update March 6, 2010

  2. Resource Center Statistics • Calls Handled……..….27,679 • Service Level………….99.0% • Abandon Rate………..2.6% • Hold Time…………..….9.3 seconds • Talk Time……………….125 seconds • Call Resolution……….65.6%

  3. Steward Hotline • Calls Handled………...440 • Service Level…………..98.6% • Abandon Rate………...2.2% • Hold Time………….……12.3 seconds • Talk Time………………..225 seconds • Call Resolution………..65.6%

  4. Hourly Call Volume • 7:00 AM to 8:00 AM….399 Calls Total 1.7% of Total Volume, Averaging 6.7 per day • 5:00 PM to 6:00 PM….616 Calls Total 2.6% of Total Volume, Averaging 10.2 per day • 6:00 PM to 7:00 PM….276 Calls Total 1.2% of Total Volume, Averaging 4.6 per day

  5. Real Time Strategic Change • RTSC Commitments….San Diego • Top 5 List….Weekly FAQ’s • Departmental Communications • Call Reporting

  6. Open Referral Report - Sample

  7. Closed Referral Report - Sample

  8. Grievance Update Local 1000 Resource Center

  9. DLC 702OPEN CASES

  10. DLC 724OPEN CASES

  11. DLC 744OPEN CASES

  12. DLC 762OPEN CASES

  13. DLC 769OPEN CASES

  14. DLC 771OPEN CASES

  15. DLC 789OPEN CASES

  16. CDCR: 907 Grievances Unit 1: 95 Unit 3: 183 Unit 4: 227 Unit 11: 5 Unit 14: 0 Unit 15: 69 Unit 17: 184 Unit 20: 144 Unit 21: 0

  17. EDD: 361 Grievances Unit 1: 327 Unit 3: 0 Unit 4: 31 Unit 11: 0 Unit 14: 1 Unit 15: 1 Unit 17: 0 Unit 20: 1 Unit 21: 0

  18. DMV: 257 Grievances Unit 1: 30 Unit 3: 0 Unit 4: 214 Unit 11: 3 Unit 14: 2 Unit 15: 8 Unit 17: 0 Unit 20: 0 Unit 21: 0

  19. DOT: 161 Grievances Unit 1: 93 Unit 3: 0 Unit 4: 29 Unit 11: 34 Unit 14: 5 Unit 15: 0 Unit 17: 0 Unit 20: 0 Unit 21: 0

  20. SCIF: 141 Grievances Unit 1: 66 Unit 3: 0 Unit 4: 75 Unit 11: 0 Unit 14: 0 Unit 15: 0 Unit 17: 0 Unit 20: 0 Unit 21: 0

  21. DHS: 129 Grievances Unit 1: 54 Unit 3: 0 Unit 4: 46 Unit 11: 0 Unit 14: 0 Unit 15: 0 Unit 17: 29 Unit 20: 0 Unit 21: 0

  22. DMH: 89 Grievances Unit 1: 9 Unit 3: 3 Unit 4: 16 Unit 11: 3 Unit 14: 0 Unit 15: 24 Unit 17: 27 Unit 20: 7 Unit 21: 0

  23. DDS: 63 Grievances Unit 1: 4 Unit 3: 4 Unit 4: 12 Unit 11: 0 Unit 14: 0 Unit 15: 23 Unit 17: 9 Unit 20: 19 Unit 21: 0

  24. DGS: 63 Grievances Unit 1: 8 Unit 3: 0 Unit 4: 9 Unit 11: 0 Unit 14: 4 Unit 15: 42 Unit 17: 0 Unit 20: 0 Unit 21: 0

  25. DSS: 61 Grievances Unit 1: 32 Unit 3: 0 Unit 4: 29 Unit 11: 0 Unit 14: 0 Unit 15: 0 Unit 17: 0 Unit 20: 0 Unit 21: 0

  26. BOE: 59 Grievances Unit 1: 28 Unit 3: 0 Unit 4: 31 Unit 11: 0 Unit 14: 0 Unit 15: 0 Unit 17: 0 Unit 20: 0 Unit 21: 0

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