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: Sunderland61 Croydon36 Newbury52 London97 Scotland0 Total246by 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 RegionTraining DatesGo Live N. IrelandAugust – December12/11 WalesSeptember20/9/11 N. WestAugust1/9/11 YorkshireSeptember30/9/11 East MidlandsJuly/August30/9/11 West MidlandsOctober/November1/12/11 EasternSeptember-December12/11 South WestOctober/November1/12/11 All new stewards trained on new system from June 2011

Position at RegionOpenClosed Sunderland8862 Croydon8436 Newbury7467 London14488 Scotland120 Total Total Cases to 31 st 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 28 th 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