Cemetery Undelivered Verification Project

Cemetery Undelivered Verification Project Full-Process Locations Only

Session # 2 Agenda • Review of Session # 1 • Master Listing Sign-off by Analyst • Analyst File Reviews & Escalations • Delivery: The Full-Process Approach • Subsequent Passes • Training Analysts • Quality Assurance (QA) • Resources for Help

Introduction • Importance of the Project • Purchase Price • Level of Scrutiny of Results • Subject to internal/external audit and SOX controls. • Delivery Dates • Documentation • Procedures • Summary Memo

CUVP Session #1 Review • Master Listing located on Global Village • Sections • Location Review section is reviewed 100% by location personnel—no analysts are used • Not all locations have a Location Review section • At-need section can also be done as 100% location review • High Value section includes only Pre-Need contracts • Low Value section includes only Pre-Need contracts

CUVP Session #1 Review • Process for determining delivery status • Documenting the Master Listing • How to train and supervise temporary filers

Session # 2 Agenda • Review of session # 1 • Master Listing sign-off by analyst • Analyst File Reviews & Escalations • Delivery: The Full-Process Approach • Subsequent Passes • Training Analysts • Quality Assurance (QA) • Resources for Help

Master Listing Sign-off By Analyst • Each analyst must sign and date the Master Listing pages that he or she completes as each page is completed • The page is complete when every line item has been marked with either: • The correct delivery status, • An “M” indicating a missing file, or • An “R” indicating a need for location review

Session # 2 Agenda • Review of session # 1 • Master Listing sign-off by analyst • Analyst File Reviews & Escalations • Delivery: The Full-Process Approach • Subsequent Passes • Training Analysts • Quality Assurance (QA) • Resources for Help

File Reviews & Escalations Overview • What is file review? • The 10-minute rule • Documenting a file review • What is an escalation? • When does a review become an escalation? • The Escalation Listing • Resolving review items • Options for using an Escalation Listing • Rules for documenting the Escalation Listing • What to do if you can’t resolve an escalation

What Is File Review? • Analyst unable to determine delivery status • Examples • An analyst sees conflicting information in a contract file and is unsure if there is a delivery • Deceased and a marker order, but no confirmation of delivery • Hits the 10 minute limit.

The 10-Minute Rule • An analyst should never spend more than 10 minutes on a file before marking it for file review

Documenting a File for Review • Analyst marks the “Miss/Rvw” of the Master Listing with an “R” • Company employee must review any file marked with an “R” Legacy No

What is an Escalation? • A review file is moved to a new sheet called the “Escalation Listing” • Files marked “M” for missing may also be escalated • Use of the Escalation Listing is optional if review files can be resolved on the Master Listing

Item marked with “R” or “M” Deciding to Escalate or Not Escalate • Many contracts for review • Several different company employees reviewing files • Unable to review immediately Resolve on ML • Few contracts for review • Company employee can resolve quickly

The Escalation Listing (EL) • Complete location number and name • Complete contact name and telephone number Legacy No

The Escalation Listing (EL) • Analyst transfers information from the ML to the first 5 columns • Cross-reference ML page number beside the EL line number Legacy No

The Escalation Listing (EL) • Cross-reference EL row number in the “Comments” column on the ML • Attach EL to files and forward to the appropriate company personnel for review Legacy No

Cross-Referenced ML & EL Legacy No Legacy No

Resolving Review Items • Company employee determines delivery status by: • Reviewing file • Reviewing secondary documents if necessary • Requesting physical inspection if necessary

Options For Documenting Your Results • Never escalated—all work done on Master Listing • Escalated for review—final documentation on Master Listing • Escalated for review—final documentation on Escalation Listing • Contact your Market Coordinator to determine the best option for your location Note: Use only one method throughout the project.

Escalation Listing Never Used • File was marked for review • File reviewed & status determined—Erase R • Document delivery status on Master Listing Legacy No Legacy No Legacy No

Escalated—Documented on ML • File was marked for review • File reviewed—record delivery status & date on EL • Transfer documentation to Master Listing Legacy No Legacy No Legacy No

Escalated—Documented on EL • File was marked for review • File reviewed—record status & HMIS delivery on EL • Process is complete • Be sure that the cross-referencing stays in place Legacy No Legacy No

When You Can’t Resolve an Escalation • Item remains with an undelivered status • Be sure all resources have truly been exhausted • Comments updated: “Search Exhausted”

Delivery: The Full-Process Approach- Overview • 3-step CUVP Delivery Process • Review of delivery • HMIS data entry • HMIS verification • Rules for Delivery Review • Documenting the Delivery Review

Delivery: The Full-Process Approach 3-Step CUVP Delivery Process • Delivery review • Required for all deliveries recorded on the ML by analysts

Delivery: The Full-Process Approach- Rules for Delivery Review • Must be completed by qualified company employees • Verify: • The delivery status recorded by the analyst is correct • The delivery date recorded by the analyst is correct • If the date is estimated, be sure it is marked with an “E” for estimate

Delivery: The Full-Process Approach- Documenting the Delivery Review • If correct • Initial the ML column “Initials Rvw of Del” if everything is correct • If incorrect • Update Master Listing with correct delivery information • Initial the ML column “Initials Rvw of Del” Legacy No

Delivery: The Full-Process Approach- 3-Step CUVP Delivery Process • HMIS data entry—Accounting Delivery only • Temp analysts may be used for data entry after they have taken the training: “How to Perform an Accounting Delivery” • Delivery Verification • Compare the Master Listing to the HMIS Product Delivered Report

Product Delivered Report

Subsequent Passes-Overview • What is a subsequent pass? • Why perform a subsequent pass? • Locating missing files • Documenting a subsequent pass

Subsequent Pass • What is a subsequent pass? • A second look at your Master Listing after the analyst has signed off. • Why perform a subsequent pass? • To locate and resolve contracts marked as “Missing” • To reduce the workload of location personnel • Contact your Market Coordinator for help with a subsequent pass

Subsequent Passes- Locating Missing Files • Look for other cross-reference sources to determine where the contract is filed • Name change • Purchaser name different than property owner when contracts are filed by property owner • Lost files • Determine property location and perform physical inspection to determine delivery status

Subsequent Passes- Documenting a Subsequent Pass • File found • The “M” is erased from the Master Listing • The analyst reviews the file and determines the delivery status • The ML is updated with the correct code • The analyst initials and dates the ML in the “Initials/Date Sub Pass” column • Amended items are subject to the same delivery review, delivery verification, and QA Legacy No

Training Analysts • Temps from RHI should have reviewed the analysts’ project training manual for CUVP before arriving at your location • Walk through the process of analyzing the files • Use example documents • Interment Order & Maintenance Work Order • Show brochures of merchandise sold

Training Analysts • Review 100% of their work until you are confident that they are doing it correctly • Initial each ML page for which you do 100% review • Reject early if they are struggling—contact your Remote or Market Coordinator for replacements • Once you are no longer reviewing 100%, the temp’s work is still subject to QA Review

Training Analysts-Supervising Analysts • Errors found during Review of Delivery • Discuss errors with the analyst immediately • Determine if you need to return to 100% review for a period of time • Determine if staff changes need to be made • Monitor their production

Quality Assurance • What is QA? • Conducting the QA • Documenting QA on Master Listing • Tallying QA Results

Quality Assurance What is QA? • QA = Quality Assurance To ensure that the analysts’ work is accurate, QA is a weekly sampling of 15 contracts that have been marked with an “X” on the Master Listing indicating no change in status.

Quality Assurance Why Do We Do QA? • Too many undelivered items to conduct 100% review • Demonstrate the quality of the analysts’ work • Identify temps that need to be replaced

Quality Assurance Basic Rules of QA • What is subject to QA? • Items reviewed by an analyst and determined to have no change in status • These items will be indicated by an “X” in the “Verified Del Status” column of the Master Listing • May be undelivered or stored items Legacy No S MBR4814 BRONZE MARKER

Quality Assurance Basic Rules of QA • What is exempt from QA? • Items determined to have a change in status • Temp analysts’ work that was subject to 100% review by a qualified company employee • Location Review section of the Master Listing • NOTE: • Even if one analyst works only one day during the week, QA Sampling is required. • If fewer than 15 files were worked by that analyst, then 100% of their work is subject to QA.

Quality Assurance Conducting the QAOverview • Determining the sample population • Selecting samples that are representative • Choosing which samples to subject to physical inspection • What is a QA error? • What to do when you find an error?

Conducting the QA Determining the Sample Population • 15 contracts from the Master Listing every calendar week • Week is determined by: • The date the analyst signed-off on each Master Listing sheet • The date the analyst has initialed the Subsequent Pass

Conducting the QA Selecting Samples That Are Representative • The samplings should include contracts that represent: • All analysts • All types of contracts and items • Burial items • Memorializationitems

Conducting the QA Choosing Which Samples To Subject To Physical Inspection • 5 of the 15 samples selected must be checked by physical inspection • Do not include any contracts where a physical inspection was previously performed to determine delivery status

Cemetery Undelivered Verification Project