29 Sep Is “Competency” Enough?
Throughout the years, I have heard many agency executives and staff comment that they “know what needs to be done” or “we are a veteran staff that knows our jobs.” Said a different way, they feel their competency is “good enough” and is their reason for not feeling the need to be more diligent in designing and implementing various procedures that will enhance their E&O culture and commitment.
First, let’s look at the definition of “competence.” It is “the ability to do something successfully or efficiently” — the ability to do something the right way. The keyword here is “ability.” I firmly believe that virtually every agency in the United States has staff who can do the job and do it the way they are supposed to. Without exception, E&O Plus agencies have some of the most competent and talented individuals in the industry.
The key issue is the execution of that ability. Just because someone has the ability does not mean that they will do what they should be doing. If one were to survey agency management, it is probably fair to say that this is one of their biggest frustrations. They have staff that has the ability. The problem is that those same staff members don’t always execute to the level of their abilities.
As I interact with agencies, I will hear stories where the agency staff member knew what they were supposed to do. In fact, in many cases, there are exact procedures in place that detail what actions are required in various situations. The problem that has now generated an E&O claim is that the staff member “decided” not to execute to the level stated in their manual. Excuses such as “I didn’t really understand the procedure” or “I just didn’t have the time” are often used.
For agencies to reach the “platinum” level of E&O loss prevention takes a lot more than just competency. It takes a total buy-in from the staff, each and everyone, to perform their duties to the level expected in the agency. A solid E&O culture is built “one person at a time.”
How is this achieved? It starts with hiring the right people and providing them with the necessary training, both initially and ongoing. It takes detailed job descriptions and procedures manuals. It is suggested that when designing/modifying various procedures, the appropriate staff are required to state (in writing) that they understand the manual and will comply with the contents. It also involves auditing and a variety of other issues. When problems occur, and it is clear that the employee did not perform to the required level, it takes disciplinary action, including termination, if the situation warrants it. This may sound harsh but in the world of E&O loss prevention, merely having competence is clearly not enough.