guide to ep case management agenda 1. goals of case management 2. prevention 3. the 4 levels of case...
TRANSCRIPT
Guide to EP Case
Management
Agenda
1. Goals of Case Management2. Prevention3. The 4 Levels of Case Management4. How to Respond to a Complaint (Local Level)5. Bringing a Case to the NCB6. After the Case
1. Goals of Case Management
Goals of Case Mgmt.
Ensuring that your EP continues with their exchange
Detractor prevention & Conversion to Promoter• Turn an issue into a positive experience. Successful case
management will improve an EP’s trust in AIESEC
Ensuring XPP Compliance
Post-Case Self Review• After the case, review your own processes to ensure better
preparation and overall XPP compliance
2. Prevention
Expectation Setting
• Ensure that your EP has been educated on the XPP and the case management process
• Inform your EP of typical problems and how they can be solved (e.g., JD Misalignment, illness)
• Remind EPs that workplace culture and quality of accommodations vary from place to place. Ensure that they have read the reception wiki for their hosting entity.
Check Ins
Checking in on your EPs is not only useful, it’s REQUIRED!
Check Ins
• To ensure that they have arrived safely in the new country and were received at the airport
• To ensure that their JD matches what they signed up for (2-3 days after start date)
Key Check-In Points
• To check in on their cultural integration• To check in on their emotional state (especially homesickness)• To ensure that they are getting a full experience! (e.g., social
integration with the hosting LC, exploring)
Continue to check in on your EPs at least
once per week:
3. Levels of Case Management
4 Levels of Case Mgmt.
1.Internal
2. Local
3. National
4. ICB
Level 1: The EP should try to resolve the issue with their hosting entity on their ownIf Level 1 has been tried and failed then move to Level 2: Local Level
Level 2: The EP contacts their sending entity to assist with the case. The sending entity’s EP manager, VP, and/or LCP should be involved.
If Level 2 has been tried and failed then move to Level 3: National Level
Level 3: The Sending Entity contacts the NCB/MC to assist with the case.
If two weeks have passed at Level 3, then consult with the NCB/MC about taking the case to the Internal Control Board (AI).
Level 4: The Sending Country prepares a case application. The case is reviewed by the ICB and any decision made by the ICB must be followed.
4. How to Respond to an EP Complaint
(Local Level)
Steps of Case Mgmt.
Calm the EP down. This is pivotal to make sure they do not leave the country or break realization without due cause.
They may be very upset about their issues. Their emotions may be heightened by the experience of culture shock (e.g., isolation, homesickness, fatigue).
Steps of Case Mgmt.
Get the full story from your EP. Take extensive notes.
Schedule a Skype meeting, if possible. It may be beneficial to speak with your EP face-to-face.
Steps of Case Mgmt.
Identify which XPP clause has been violated and the appropriate compensatory action.
Examples:
Issue XPP Clause Compensatory Action
JD Misalignment 4.6.1.G New TN must be provided (XPP: 6.2.3)
EP did not receive necessary documents for visa application and could not go on exchange
4.6.1.A Refund (XPP: 6.2.2)
Steps of Case Mgmt.
Get documentation that proves the EP’s case. The more documentation you have, the better likelihood that you will achieve a solution.
Examples:Issue Documentation Needed
JD Misalignment Original JD & New JD. If the EP does not have an official new JD, take a statement from them that describes their actual work.
Accommodations Photographs of the accommodations that highlight which quality minimums of the reception wiki are not being met
**If there is no documentation available, have your EP provide a written statement describing the violation
Steps of Case Mgmt.
Set expectations for the case management process. Inform the EP of the process and how long it may take for the issue to be resolved.
Inform the EP that our method of case solving revolves around negotiation and mediation. Immediate actions are unlikely.
Recommend an approximate timeline of two weeks.In the event that compensation is requested, this may take significantly longer.
If a case must be taken to the ICB, the entire case management process may take up to three months.
Steps of Case Mgmt.
Draft the report.
The report should include:• Listing of each XPP violation• Documentation for each XPP violation
• Requested action step• If reimbursements are requested (e.g., airfare, visa application
fees), provide receipts
Steps of Case Mgmt.
Introduction
Claim 1:• Clearly describe the violation and explicitly
reference the XPP clause in question• Provide EP statements, documentation• State your requested action step
Claim 2
Claim 3
Receipts for Reimbursement Request
Conclusion/Case Summary
Recommended Report Outline:
Example Report Intro
Steps of Case Mgmt.
Make Contact
When contacting an LC, be sure to include your EP’s TN Manager and the hosting entity’s VPICX/VPiGCDP/VPiGIP and LCP• If reimbursements are being requested, you may
want to include the LC VPF as well
You may need to schedule a Skype meeting between you, your EP, and the hosting entity
Steps of Case Mgmt.
Negotiation
Issue Documentation Needed
JD Misalignment Original JD & New JD. If the EP does not have an official new JD, take a statement from them that describes their actual work.
Accommodations Photographs of the accommodations that highlight which quality minimums of the reception wiki are not being met
Steps of Case Mgmt.
If you cannot solve the issue, you may bring the case to the National Control Board.
5. Bringing a Case to the NCB
National Control Board
To bring a case to the NCB, fill out the following webform:
Link: http://bit.ly/USExchangeFeedbackProvide as much information and documentation as possible.
A member of the NCB will ask for more information, including documentationThe NCB, as a representative of the MC, will bring the complaint to the hosting entity (and their MC, if necessary)
If two weeks pass and the case has not been resolved, the case may then be brought to the Internal Control Board (AI). To do this, consult with the NCB to prepare the Official ICB Case Application form.
6. After the Case
After the Case
Check In on your EP to ensure that the issue has been resolved
Promote EP Self-Advocacy – encourage your EP to advocate for themselves if any further issues arise. This is particularly important for long term exchanges
After the Case
Process ReviewSee what the case reveals about your own LC’s process and what could be made betterEx: setting better expectations, requesting photographic proof of accommodation quality before commencing with the exchange
For more info, please contact:Adriana Villar A.MCVP [email protected]
Rachel MoviusMCVP [email protected]
National Control Board, Chair
Happy Foxaiesecus.happyfox.com/home
Additional Resources:AIESEC Exchange Program Policies
ECB Guide