Writing Effective Policies Procedures Step 1 PreWriting Conduct

Writing Effective Policies & Procedures

Step 1. Pre-Writing • Conduct a risk assessment Step 2. Writing • Create well written policies Step 3. Post-Writing • Monitor policy compliance

Conduct a Risk Assessment

• Inherent likelihood • Likelihood Rating Scale

• Inherent severity • Severity Rating Scale

Inherent Likelihood Inherent Severity Inherent Risk

Likelihood HL MH HH ML MM MH LL LM LH Severity

Create Well Written Policies

• Policies • Procedures • Work Instructions

Complexity Supervisors, Managers Front Lines Procedures Work Instructions Number of Words Top Managers Policies

• Scope • Reference • Policy • Responsibilities • Procedures implementing this policy

• Purpose • Scope • Departments responsible • General • Procedure • Records • Forms • Definitions

• Title • Description • Scope • System Used • Who is Responsible • Frequency of Work

• Report • Tactic • Steps

First Communication with the Consumer

Communications with the Consumer AFTER the First Communication

Inbound Telephone Communications

Monitor Policy Compliance

• Key Performance Indicators • Quality Assurance • Audits • Complaint Response

Lori Hartung Director – Midwest Region, Todd Bremer & Lawson, Inc. 803 -371 -2394 (mobile) lori. hartung@tbandl. com