2.1 Introduction

The advisors cover a core set of telephone opening hours from 10am to 4pm Monday to Friday. Most of the work during core hours is dealing with telephone calls. Either side of the core hours, and during quieter periods, Intake advisors are expected to carry out administration work.  

The Intake Team Leaders (ITLs) manage the progression of the work and are accountable for ensuring that this work is completed within the agreed service standards/arrangements. They will respond to fluctuations in volumes as they see fit and decide on how best to allocate resources in order optimise performance

2.2 Case Ownership

Advisors do not have their own caseload. When an advisor creates a case in ECHO the case ownership is automatically assigned to that advisor. However, the advisor is not expected to deal with any subsequent calls or correspondence. advisors will ensure that comprehensive notes are recorded in ‘Notes and Analysis’. 

It is expected that the recipient of any additional communication will take the case and deal with it appropriately. 

There is no requirement for advisors to amend case ownership at any stage.