Job Seekers' Allowance Team Leader   

                                                         











A section of eight newly trained unfledged J.S.A staff were in need of a Team leader. I  was asked to take on the role, in view of my supervisory management qualifications and previous experience. They were over a quarter of the JSA workforce and needed to be up to speed as quickly as possible to meet demanding targets. Being inexperienced, they required more than the average amount of help. I put together an information pack containing JSA training notes with an index for them. A group of mixed temperaments and abilities, I adjusted my management style to each so as to get the best out of them. There were personality clashes to be addressed. I did this by interviewing the individuals concerned, and clarifying codes of behaviour to the whole section. I had to investigate other disciplinary matters around attendance, one of which led to a dismissal. At the end of my time with the team they were making a full contribution to the work of the Comand.

I introduced improvements to procedures for the benefit of staff, managers and customers, by using my IT abilities. I created a stats spreadsheet to show productivity comparisons for individuals and sections on a week by week basis. This gave a more accurate picture of workflow than the old clerical system.Though I had to overcome some initial resistance by a team leader opposed to change, the new process was favourably commented on by the District Manager. I made a spreadsheet for Line managers to calculate the work absence trigger point in complex part-time cases. I consulted colleagues and developed a flowchart for a standard box management process that all could follow (this was particularly important for our new trainees)

I setup a telephone team at the request of the manager, arranging a Universal call distribution (UCD) dial number, organised the team and supervised the staff. The effect was to improve the overall clearance of the command.



    

---