03 Oct How to Gain Approval
One issue affecting virtually all agencies is compliance with many of their various procedures. It is difficult to say exactly what the root issue is. Some staff may not like the procedure or feel that they have a “better” way to handle one or more of the agency procedures. Achieving compliance among all staff is the goal, although it is probably easier said than done. This is especially more of an issue if the agency has multiple offices.
One approach many agencies have used with solid success starts with developing the procedure.
It is heavily suggested that when developing and finalizing a procedure, involve multiple agency staff; essentially, develop a mini task force. If the agency has multiple offices, try to have each office represented. This way, each office feels part of the process. This should minimize any possibility of allegations that the procedure was “shoved down our throat.” This could result in multiple suggestions on how to do a certain process. Achieving consensus should occur through discussion and diplomacy. There is also a good chance that through vetting different approaches, you may find a new idea that was never thought of before and gain quick approval.
A key benefit of this approach is that it should minimize disagreement among some staff. As the various options are discussed, it will be key that all of the “task force members” and the staff they represent will better understand the need and benefit for consistency. As you know from our discussions during the annual review, consistency is a key buzzword regarding E&O loss prevention. This also indicates the importance of a solid auditing approach and structure to identify and measure compliance.
Another approach that has become more common on the issue of “gaining approval” involves the staff affected by the procedure to sign off they have read the procedure and agree to abide by it. This will certainly address and speak to those staff that state, “No one ever told me about a change in the procedure.” Typically, staff are given a period of time to read the new procedure and ask any questions. There should be a record of the “documented approval” for each procedure for each staff member.
For a variety of reasons, it certainly appears agencies are reviewing their procedures and updating them based on structure, technology, etc. The agency’s procedural manual should be up to date/current and reflective of the way business is being transacted. If any agency has any questions about procedures and/or would like their reviewer (Angie, Mishell, Dana, or myself) to review and comment on it, all you have to do is ask. We are here to help.
So, if your agency has had some issues with gaining approval (and subsequent compliance) on various procedures, try the approach stated above. It has worked for many agencies.