Consider the following scenario of two employees under your supervision who are not meeting the KPIs:

Employee 1: Felicia has not filed casework on time and has been consistently latethree times exceeding the state-mandated reporting requirement. She is not returning phone calls to service users within the required 2 business days. Up to 30% of her follow-up went beyond the requirement.

Issues: When you inquire as to why this has happened, the employee states she has a sick child at home and is struggling to manage childcare and work responsibilities.

Provide the following :

• An evaluation of each employee's performance based on KPIs.

Key Performance Indicators (KPIs) Case work is filed withing appropriate, state-mandated deadlines. Service calls from service users will be returned within 48 hours. Email inquiries will be returned within 48 hours. All interactions with service users will be conducted in a professional, compassionate, and ethical manner. Home visits to service users will occur at scheduled intervals consistent with the service plan. Home visits will be of adequate length as determined by the service plan. Matters that interfere with the ability to meet KPIs consistently must be communicated to your supervisor for appropriate steps to be determined (i.e., balancing workload appropriately, employee improvement plan). Paid time off will be used appropriately and with sufficient notice as determined by your supervisor.