se Performance Management iplinc rS P & Requirements ARN o Every employee’s performance should be reviewed regularly ▪ Examples: • Utilize the daily pending report • QARs (Quality Assurance Reviews) • Frequent file reviews e • Managers should take the time to review files submitted for authority ianc • Managers will be responsible for identifying the following: pl o Top performers mo o Performance issues o Training C o Mentoring o Documentation • Managers are expected to meet on performance issues with their lowest performers on a weekly basis. tn o If an adjuster does not close 100% for more than 2 weeks in a row or too meets many complaint calls, queue is out of control, etc.… The manager must gnan address the issues directly with the employee a Mireme o Manager is to meet with the adjusters that are not performing and provide ecqu guidance, additional training, and mentoring mane R o Manager is to send the adjuster a meeting recap email and store the email in rfo& the adjuster’s performance folder rPe ▪ Examples: • Unreturned call complaints • Queue mismanagement • Missed demands • Consistently failing to meet goals and metrics e ies • Excessive avoidable DOI complaints ivtit • Unreturned calls ar • Unprofessional behavior st nsibil o Issues for 3 - 4 weeks in a row or a pattern should be reviewed for a possible inimo verbal discussion Ad spe ▪ Discussions should be brief, documented each week and sent to R management ▪ 10 minutes per employee • Weekly Macro o Staff member: o Issue at hand: o Remedy: kr o Upon the initial identification of a performance issue, the manager will discuss inggo the matter with the employee and maintain documentation of same naur W MaYo 10 Confidential, Proprietary and Trade Secret Document of NARS and protected by the Florida Uniform Trade Secrets Act, chapter 688, Florida Statutes. No use allowed unless specifically authorized.