Creating Systems to Reduce Workload

CREATING SYSTEM TO REDUCE WORKLOAD BY 50% (WITHOUT INCREASING STAFF)

A Case Study
Dynamic Leadership Solutions employed a leadership technique that empowered the professional staff to make decisions at their level.

Summary

Jay experienced firsthand how the Investigators and Reception Staff spent an exurbanite amount of time dealing with routine questions and requests from the public. This diverted the investigator’s valuable time away from their primary duties. In addition, the reception staff did not have a resource or ability to handle routine situations. Through careful analysis, Jay discovered the following problems:
 
The receptionists have never received any training regarding communication and de-escalation skills.
The receptionists were not empowered to handle routine questions and inquiries.
The Receptionists thought they had to call the Duty Investigator for every inquiry or question.
There was no one resource for many general inquiries that come in from the public.
Jay approached this particular situation from a “systems thinking” approach and conducted a thorough analysis of the majority of inquiries from the public based on an assessment from the reception staff and investigators. Based on his research and “systems thinking analysis, Jay came up with the following solution.
Jay created an organized Reception Information Binder with quick reference tabs to easily find commonly identified information during his analysis. This included a digital version with keyword search capabilities.
Training for over 150 professional staff personnel managers on communication and de-escalation skills training when dealing with difficult or mentally unstable people.
Specifically, they cited they felt like the organization cared about them enough to provide them with the skills to better do their job.
Jay employed a leadership technique called decentralized decision making by empowering the professional staff to make decisions at their level. To date, calls to the duty investigator have been reduced by over 50%, allowing investigators to stay focused on their primary tasks and empowering the professional staff to make decisions at their level.
Jay P. Farrington

Jay P. Farrington

With an eventful 25 years in San Diego Law Enforcement, and over half that time in leadership positions, Jay has learned what inspires a team or stifles their spirit. Jay has led multiple successful teams and believes that leadership development and building a healthy people-focused workplace are the foundation for a thriving and successful organization.
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