Questionable Document Validation

Greetings, Union Brothers and Sisters,

On April 10, your 008 board members met again with DHA management to discuss the questionable document validation process.

Last time we met, DHA proposed that the follow-up groups at Greenhaven and East Commerce handle all returned documents from PID and proceed with those cases. At that time, we requested data on this group’s average call time, task time, and phone time to determine whether they have the capacity to absorb this additional workload, as management suggested.

Management did not come to this meeting with those statistics, and as a result, we have requested that this duty remain status quo until sufficient data is provided. Management agreed, noting that this is not a change they are committed to implementing, but rather one they believe could help balance workflow.

This led to a broader discussion regarding workload distribution across DHA. If management believes that 44 staff in one group is excessive for that group’s workload, then there needs to be greater discussions about how work is distributed department-wide. We pointed out one example of groups such as the blue group, which regularly requires volunteers to manage ongoing phone queue backlogs.

If DHA is serious about improving workload balance, it is critical that they assess all contributing factors to employees’ current workload, rather than shifting responsibilities without a full understanding of operational capacity across units.

Special thanks to Debra Ruiz and Stephanie McCall for their advocacy.