IOC/TEL Primary/Secondary Expectations
- Jennifer Murray (Unlicensed)
Analytics
Now that we have new people in place and some shifting around of staff to different positions I wanted to send a reminder of our roles and expectations during 1st, 2nd and 3rd shifts.
The "Primary" IOC staff member should focus on:
IOC functions
DISPATCH
CSC Specialist Queue
The "Secondary" needs to focus on:
CSC phone calls
CSC Specialist queue
DISPATCH
IOC functions / lunch coverage
In defining these roles there are specific priorities set. Some examples would be:
When you are secondary and no calls coming in, the Spec queue should be worked. It might take some time to research and find a solution or to find where to escalate, but tickets in this queue need to be moved along on our later shifts when calls can be lighter.
The only person that should be set to Not ready -IOC is the person that is actually assigned as Primary or if you are doing IOC lunch relief. When you are in the Primary position jump in and help if calls do get backed up. This part mainly pertains to 2nd and 3rd shift and on the weekends, where we have lighter staffing.
Otherwise, if you are Secondary stay set to ready and stay in the rotation of calls. This pertains to staff in TEL and/or STEW. Remember about the metrics we talked about in our meetings and about not being set to Not ready -desk after every call. If you have not been made aware of these expectations please reach out to a supervisor and we can go over it with you. Here is a link to look them over.