165Goals in this section can be used with employees carrying
out various support functions—filing, reception, switch-
board, and handling phone calls.Clerical/Filing
■Ensure that there are no more than 10 case files at one
time in the “to file” basket.
■Log shared files taken by staff so that others needing
the files can locate them.
■Review the filing system once each year to determine
efficiency of system.
■Retrieve files within five minutes of file request.
■Ensure that other employees can retrieve files on their
own without the help of a clerk.
■Check forms submitted for errors so that no more than
2% of the forms filed contain errors.
■Process forms within three days of receipt.
■Maintain file security and access control so that zero
unauthorized accesses occur.
■Ensure that no more than 1% of files are lost or other-
wise unavailable.
■Take outgoing mail to mailroom by 4 p.m. each day.Reception
■Inform all visitors of the approximate wait time, accu-
rate within 10 minutes.
■Greet all visitors within three minutes of arrival.
■Provide staff with enough information about the needs
of visitors so they can reduce meeting time.
■Receive no more than one complaint per month about
the service provided to visitors.Support
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