Listening days with a comparison to the trays
Applicant Callback Review
We listen to how the office answers location questions, then compare those answers with where the folders actually sit.
- Form
- Listening days with a comparison to the trays
- Span
- About two weeks
- Where
- The public counter, the phone desk, and the trays behind them
- Charge
- Daily visit rate for agreed listening and reading days
Offices that handle applications spend a surprising part of the week telling people where a file is. Sometimes the answer is true. Sometimes it is the last true thing anyone knew. An Applicant Callback Review sits with the counter and the telephone for a run of days, notes the questions that repeat, and then walks to the trays to see whether the folder is where the answer claimed.
The note we leave is not a script for the telephone. It is a list of the questions the current trays cannot support — “it is with assessment” when assessment has not seen it, “it went to referral last week” when the envelope is still on the mail chair. Supervisors use the list to change what is written on the tray labels, or to stop promising a location that the office cannot see.
If the callbacks are a symptom of a longer, unmapped journey, we will say so and point you to the Application Journey Audit.