Civil Rights Reporter, Number 2, January 2022 Page: 3
8 p. : col. ill.View a full description of this periodical.
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Lachaunne Graham, Case Processing Coordinator
In the effort to improve customer service, the Civil Rights Division Employment
Intake Section has been conducting a series of internal reviews of its processes
and procedures. Due to a substantial backlog of case files, Employment Intake
realized the process it used to notify Respondents, those accused, of a Charge of
Discrimination needed to be streamlined.
Previously, the Mediation Coordinator bore the sole responsibility of notifying
the Respondent of the Charge of Discrimination, sending mediation invitations,
monitoring the invitations responses, and then either scheduling mediations
or sending the case files to the Case Developer. With so many administrative
responsibilities, the Mediation Coordinator experienced a substantial backlog,
which was not conducive to providing excellent customer service.
The Case Processing Coordinator (CPC) position was created in November 2020
to help reduce this backlog. Specific administrative responsibilities were divided
between the Mediation Coordinator and the CPC. However, both the Mediation
Coordinator and the CPC continue to share the responsibility for any task which
may affect both positions.
Because the CPC was a newly created position, procedures needed to be
established to address the backlog. While many tasks were removed, several
tasks were added to the process to address several issues. The biggest issue up
to this point was that often, both parties would deny receiving their notifications
and invitations even though they had been delivered via DocuSign.
Many internal I.T. security systems would send DocuSign emails to the agency's
junk or spam folder, which would result in a significant delay in the notification
and response timeline. To help reduce the response time, the CPC now
simultaneously sends a separate email to both parties informing that they had
received the notification and that they need to monitor their spam folder. This
email also serves to quickly identify incorrect points of contact and addresses,
which has resulted in timely notification.
Policy provides both parties 14 calendar days to provide their response to the
mediation invitation. Subsequently, the CPC developed an internal "reminder"
system which served as a key to follow up with the parties within seven days
of invitations being sent. This follow up reminder has significantly reduced the
amount of time that case file will remain in the inventory without an action being
taken on it.
These additional steps have served to significantly reduce the amount of time a
case file remains in the CPC inventory. As late as June 2021, the CPC inventory
reached a high of 392 case files. Today, the CPC inventory has been reduced to an
average daily total of approximately 112 case files.
This process improvement has also resulted in case files becoming fully developed
within a substantially shorter period of time. The timely notification affords theRespondent to investigate the allegations and more efficiently provide a thorough
statement of position.CIUl RIGHTS REPORTER
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Texas Workforce Commision. Civil Rights Division. Civil Rights Reporter, Number 2, January 2022, periodical, January 2022; Austin, Texas. (https://texashistory.unt.edu/ark:/67531/metapth1659858/m1/3/: accessed May 27, 2024), University of North Texas Libraries, The Portal to Texas History, https://texashistory.unt.edu; crediting UNT Libraries Government Documents Department.