Supporting CLIFF Users Presentation for EAs

1. Supporting CLIFF UsersPresentation for EAs January 2013

2. Key Goals Ensure that CLIFF users follow the basic CLIFF rules Everyone needs to be comfortable with basic reporting Ensure users understand the ministry’s procedures regarding attachments Regular housekeeping ensures accuracy and efficiency Documentation is available and useful Users feel supported

3. Ensure CLIFF Users Follow the Basic Rules of CLIFF

4. Consistently reinforce the 3 rules of referrals: • The first referral is to your own office. If you created the log, the first referral you create will be from your office, to your office. This reflects that your office was the first office to work on the assignment. • If you want the assignment back, do not complete your referral. If you do NOT want the assignment back, change the status of your referral to “Completed.” Or Once the assignment is finished in your office, complete your referral . Change the status of your referral to “Completed.” 3. The office receiving the assignment needs an open referral. If you are sending the assignment to another office - check CLIFF first. If they already have an open referral, DO NOT create a new one. Simply update your own referral comments to indicate you have sent the assignment on. If the office receiving the package does not already have an open referral – create one!

5. Sending Office Comments are not the same as Receiving Office Comments: • SendingOffice Comments are instructions for the next office. • There is no need to repeat information that is already in the referral. • Receiving Office Comments are tracking within the receiving office. • There is no need to type the word “received.” • Updating the Status field saves time when reviewing your Active Referrals list. • If the Status still says “Sent” then you’ll have to open the log, open the referral and read the comments to see the current status of the assignment.

6. Reporting is another key to success • Remind users that they need to follow up with non-CLIFF users in their branch • When assignments are distributed to staff, it is the CLIFF user’s responsibility to follow-up to ensure the assignment is completed and properly tracked in CLIFF • Frequent informal reporting (using the list on the splash screen) is the best way to share information • Basic Statistical Reporting is useful to quantify volume and track trends • Summary Stats report shows branches how many referrals they received and how often they met the due date of those referrals • Count Summary shows the issue breakdown of all logs referred to a branch

7. Distribute CLIFF Tip sheets

8. CLIFF Tip Sheets • CLIFF Referral Tip Sheet • Referral Report • Summary Stats Report All tip sheets can be customized before distribution.

9. Reporting for the Division

10. Reports can look at all open referrals for a division • If all the offices in your division start with the same division code, create a pop-up search where: - To Office starts with XXX - AndReferral Completed is 00/00/00 • If the offices do not start with the same letters: - To Office is XXX • And Referral Completed is 00/00/00 • OR To Office is XXX • And Referral Completed is 00/00/00 • OR To Office is XXX - And Referral Completed is 00/00/00 • Etc. etc…

11. Report from each office individually • Change offices to an office in your division and review their list of outstanding referrals. • Follow up on any problematic referrals • Consider having a regular schedule for checking in with the primary CLIFF user in each office (this could be weekly or monthly depending on workload)

12. Procedures

13. Minister’s Correspondence • Minister’s Correspondence procedures are set by the Correspondence Unit – ensure these are being followed by your office and staff in your area. • Know who is responsible for closing logs • Know who is responsible for adding attachments

14. Briefing Notes • Work with your DM’s office to determine the procedures they would prefer: • Who logs in the assignment? • Whose name goes in the name and address? • Does the completed BN get attached? • Who closes the log? • What process ensures that Decision BNs are returned to the branch?

15. Branch/ADM assignments • Work with your branch CLIFF users to determine the procedures that will benefit you both • Consider a policy of “CLIFF number or No Go” – many ADM and DM offices will no longer accept assignments without a CLIFF number • Try to ensure procedures are consistent with DM and Minister’s assignments

16. Housekeeping

17. Cleaning up Logs and Referrals • Encourage users to use the Logs Entered by This Office button to find open logs for their office • Encourage users to check the All Referrals Received button to find all open referrals for their office

18. Cleaning Up Templates • To assist users, ensure that log templates are available and accurate • Consider creating “informational templates” • Review Address templates for accuracy

19. Attachments

20. Set clear expectations for adding attachments • Document rules for adding attachments • Briefing notes • ADM correspondence • Contracts/Invoices • Etc. • When should the attachment be added? • Who should be attaching the documents? • What is the policy for drafts? • Ensure everyone is following the same procedures

21. Positive Reinforcement is Good • Generally we only comment on a user’s CLIFF work if there is a problem • Consider having a “CLIFF Star of the Week” • Send the user a quick email outlining the great work they’re doing • Don’t forget to cc their supervisor

22. Conclusion • Comments? • Questions?