All the individuals you will lead will have their own personal strengths and weaknesses. Some may need little supervision and only need clear and firm guidelines. Others may need to know you are personally invested in their success and need more communication from you. Additionally, their motivation to do the work they are required to do may ebb and flow with a variety of factors. As a leader, you will need to ensure the organizational objectives are being met while the employees feel they are supported and understand the importance of following key performance indicators (KPIs) and consequences that will occur if they fail to consistently meet expectations.
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 late—three 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.
Employee 2:
Service users are complaining that Keith’s home visits are few and far between. They are being held erratically and not within the service plan. When they occur, the service users claim they feel rushed. Service users and service providers have complained that Keith is abrupt, noncollegial, and at times unprofessional.
Issue: When you inquire as to why this is occurring, Keith states that in the last 6 months, three colleagues quit or left to pursue other opportunities. As a consequence, his caseload has almost doubled, and he cannot keep up. He claims he feels burnt out and overworked.
By Day 7
Provide the following in a 4- to 5-page paper:
- An evaluation of each employee’s performance based on KPIs.
- An explanation of how you would address this situation with each employee. Be specific about how you would begin the conversation with this employee to provide motivation yet emphasize that the current situation is not sustainable.
- Submit a corrective action plan for each employee. The plan should include:
- How the employee becomes compliant with the relevant KPIs
- How you will support the employee to become compliant
- A schedule for how you will follow up with each employee (e.g., daily, weekly, biweekly)
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