The Engagement Dashboard is a powerful tool for you to monitor your team's activities, ensure timely member outreach, and proactively manage potential issues. Use these guidelines to effectively leverage the dashboard for team management:
I. Understanding the Dashboard's Purpose:
Real-time Visibility: Utilize the dashboard for a live overview of your team's pending tasks and progress throughout the week. This allows for immediate identification of areas needing attention.
Proactive Management: Don't just react; use the dashboard to anticipate potential delays in outreach and proactively guide your team.
Individual and Team Performance: The dashboard provides insights into both individual team member workloads and the overall team performance against engagement goals.
II. Key Areas for Managerial Focus:
Leveraging the "Manager View" Switch: Regularly toggle between your own caseload (if applicable) and the high-level team view to gain both a personal and team-wide perspective.
Utilizing the Hierarchy Chart: Navigate the hierarchy to understand the workload and progress of different sub-teams or individual team members within your market. Remember that clicking on values will only show you members your role has access to.
Drill Down for Deeper Insights: When you notice concerning numbers (e.g., high pending hospital notifications, numerous overdue missed engagements), click on the value to "drill down" and understand the specific member cases contributing to that number.
III. Managing Specific Dashboard Sections:
Hospital Notifications:
Monitor "Total Pending Outreach": Identify team members with a high number of pending notifications and ensure they have the capacity and are prioritizing these critical outreach efforts.
Track "Outreach Today": Verify that the team is meeting the daily targets for initial outreach on new hospital notifications.
Ensure Timely Follow-Up: Regularly review cases that have had the initial outreach to confirm that follow-up attempts are occurring.
Review Resolution: Monitor when members are removed from the list, ensuring that successful and substantive engagement with the correct case note is being documented.
Missed Engagements:
Focus on "Overdue Missed Attempts": This is a critical area for your direct intervention. Identify which team members have overdue missed engagements and work with them to prioritize and resolve these immediately.
Understand Care Team Members (CTMs) Workload: While CTMs see both open and overdue, use the overdue count to gauge potential workload issues or challenges in responding promptly.
Click to Action: Encourage your team to click on the numbers to directly access the list of missed engagements and take immediate action.
Weekly Engagement Progress:
Identify "Not Engaged" Members: Discuss with team members their plans for engaging these members within the current week. Look for patterns of consistently "Not Engaged" members for specific Care Team Members (CTMs)
Support "Upcoming Appointments": Ensure team members are prepared for their scheduled appointments and have the necessary resources.
Address "Unsuccessful Engagement": Review these numbers to understand where team members might be facing challenges in achieving successful engagement. Offer coaching and support to improve engagement strategies.
Overall Progress Review: Use this section during team meetings or individual check-ins to discuss weekly engagement goals and progress.
Intake Progress:
Prioritize "Without Intake": Hold team members accountable for proactively scheduling intake appointments for new members.
Monitor "14+ Days" and "30+ Days Without Intake": Identify and address any bottlenecks or barriers preventing timely intake completion for these members to avoid potential early discharge.
Emphasize Flexibility: Remind your team to be prepared to conduct intakes during outreach calls if a scheduled appointment has been missed.
Immediate Action on "59+ Days Without Intake": These cases require immediate review for potential discharge according to established protocols.
Disengaged Members:
Analyze "All Disengaged": Discuss outreach strategies with your team to re-engage these members. Encourage diverse outreach methods.
Manage "Ready for Discharge": Ensure your team is following the correct procedures for reviewing and processing members on this list for potential discharge.
IV. Utilizing Member Filters:
Leverage "Dashboard" Filters: Understand that navigating from specific sections of the dashboard automatically applies relevant filters. Use these pre-filtered lists to efficiently manage specific categories of members.
V. Best Practices for Managers:
Regularly Review the Dashboard: Make it a part of your daily workflow.
Discuss Dashboard Data in Team Meetings: Use the dashboard as a visual aid to discuss progress, challenges, and priorities.
Use Data for Coaching and Feedback: Identify trends in individual or team performance and provide targeted coaching and feedback.
Set Expectations: Clearly communicate to your team the importance of the metrics tracked on the dashboard and the expected timelines for action.
Escalate Issues: If you identify systemic issues or roadblocks hindering your team's ability to meet engagement goals, escalate them appropriately.
By consistently utilizing the Engagement Dashboard and following these guidelines, you can effectively manage your team, ensure timely and impactful member engagement, and ultimately contribute to better member outcomes.