Quality Call Framework 111-22100000

Rule Number

Rule Code

Description

Call Requirement

1

SDPR

Service Delivery Partners requirement

Applies only to Service Delivery Partners where 3 or more calls are made/received in the current settlement period.

3

2

UNDP

End of Settlement Period overlap

Only applicable first 2 days of the new settlement period while previous settlement period is finalised.

0

3

UNDS

Under sampled in previous Settlement Period

Sampling requirement not met in previous settlement period and:

• has 6 evaluations in the last 6 settlement periods, retain previous settlement period sample, or
• does not have 6 evaluations in the last 6 settlement periods, requirement will be 3

3 or previous SP requirement

4

NEWS

New Starters

Employment commencement is within 8 months of current settlement period start date and made/received 5 or more calls in current settlement period.

3

5

LCVO

Low Call Volume

Staff member has made/received less than 100 calls with no evaluations over the last 6 settlement periods and made or received 5 or more calls in current settlement period.

3

6

NOE2

No Evaluations Past 2 Settlement Periods

Staff member has no evaluations in last 2 settlement periods and has made/received 20 or more calls in current settlement period.

3

7

NOT6

Less than 6 Evaluations

Staff member has less than 6 evaluations in previous 6 settlement periods and has 5 or more calls in current settlement period.

3

8

ERR2

2 or more Non Quality Calls

Staff member has 2 or more non quality calls in 6 most recent evaluations and 20 or more calls in current settlement period.

3

9

ERR1

One Non Quality Call

Staff member has one non quality call in 6 most recent evaluations and 20 or more calls in current settlement period.

2

10

ERR0

Zero Non Quality Calls

Staff member has no non quality calls in 6 most received evaluations and 20 or more calls in current settlement period.

1