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
Member ID
First Name
Last Name BU
DLC
Agency
Work Address
Work City
Work State
Work Zip
SHAWN
REUKAUF 3
707
Corrections
th St West
Lancaster CA
93536
176203
LAURIE
MATHENY-PERRY 4
Motor Vehicles
7000 Schirra Ct
Bakersfield
93309
555986
MOLLY
KELLY
710
19005 Wileys Well Rd
Blythe
92225
Sub Type
Status
Start Date
Created By
Referred To
Due Date
Resolved Date
Resolved Text
Note
Layoff
REFERRED
2/16/2010
ANA NEWBERRY
JOHN CHILDERS
2/17/2010
Text…
Reasonalbe Accommodation
2/19/2010
BARBARA AMES
2/22/2010
Furlough
2/18/2010
ANNA RODRIGUEZ
MARCO PALMA

7. Closed Referral Report - Sample
Member ID
First Name
Last Name BU
DLC
Agency
Work Address
Work City
Work State
Work Zip
TRACY
GRAY 4
722
Youth Authority
9110 Central Ave South
Los Angeles CA
90002
157816
VERNESSA
SIMS
Fair Employment & Housing
611 6th St West
90017
191801
RHONDA
GONZALEZ 1
Calif Science Center
700 State Dr
90037
Sub Type
Status
Start Date
Created By
Referred To
Due Date
Resolved Date
Resolved Text
Note
Out-of-Class Pay
REFERRED
1/6/2010
ANNA RODRIGUEZ
JUAN MARTINEZ
1/7/2010
1/11/2010
Follow-up Completed
Text….
Grievance Procedures
1/12/2010
NEVENA SELJAK
1/13/2010
Health and Safety
1/15/2010
1/18/2010
1/22/2010

8. Grievance Update
Local 1000 Resource Center

9. DLC 702 OPEN CASES BU CSL DOT DFA EDD PERS BOE SCIF DDS CHP HCD DIR
DMV
SLC
DGS
BU TOTAL 1 3 7 4 19 42 18 5 33 11 2 14 15 17 20 21
DEPT TOTAL 37 41
119
GRAND TOTAL

10. DLC 724 OPEN CASES BU DHS DIR DMV CDCR EDD SCIF CHRB DTSC BU TOTALS 18 11 24 3 4 13 14 15 17 20 21
DEPT TOTAL 48
GRAND TOTAL

11. DLC 744 OPEN CASES BU DSS DOT DIR EDD FTB CCON CDCR DMV DGS BU TOTALS1 4 9 2 10 26 3 7 12 11 14 15 17 20 21
DEPT TOTAL 13 42
GRAND TOTAL

12. DLC 762 OPEN CASES BU DHS CDPH OSH DGS DMV BU TOTALS 1 13 16 30 3 4 2230 3 4 22 7 31 11 14 15 17 20 21
DEPT TOTAL 35 23 2 62
GRAND TOTAL

13. DLC 769 OPEN CASES BU DSS DOT CDCR CDPR EDD PIA SCIF DMV DGS BU TOTALS1 2 4 11 27 3 12 22 30 14 15 17 20 21
DEPT TOTAL 6 80 5
106
GRAND TOTAL

14. DLC 771 OPEN CASES BU ALRB DMH CDCR EDD DMV DWR BU TOTALS 1 2 11 15 315 3 42 43 4 41 44 14 6 17 9 26 20 12 21
DEPT TOTAL
127
149
GRAND TOTAL

15. DLC 789 OPEN CASES BU CHRB DCA DOT OSI BOE SCO STRS DSS DIR BU TOTALS1 3 7 15 4 2 5 10 23 11 14 17 20 21
DEPT TOTAL 8 38
GRAND TOTAL

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