Nick Ward (nicholas@tortintakeprofessionals.com)
2024-12-06 12:50:20

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Nick Ward (nicholas@tortintakeprofessionals.com)
2024-12-10 12:41:01

Overview Concerns were raised about API functionality with Napoli-Crump Depo. Post Acquisition shared that 35 SD cards have been ordered for an upcoming callback campaign. Team workloads are expected to be managed during the holiday season, with an emphasis on completing work in December. A new juvenile case fact sheet template was introduced, expanding its details from 2 to 5 pages based on court appearances. Additionally, an all-hands meeting is scheduled for the 17th, where team leaders will prepare to discuss recent achievements and challenges. Teams were encouraged to complete outstanding tasks prior to the holiday, and future recognition events for CSPs were also discussed. Action items were assigned to various team members to ensure ongoing progress and accountability. Notes

Attendees: Nick Ward, Alan, Tim, Ralecia, Vernon, Henri, Alicia, Nick McFadden Absent: Tony, Kathy, Brittany

API and Campaign Issues (01:17 - 05:47) • Integrations retriggered all leads circumventing the agreed upon path yesterday of ASA retriggering all newly completed leads; risk of additional duplicates/triplicates; Integrations is going through all leads to identify appropriate action(s) required • Simmons is upset about the API, Ward and Ryan to coordinate and fix it ️ SD Cards and Document Processing (05:47 - 07:32) • 35 SD cards ordered for next month's callback campaign • Cameron has separate list for ACTS document completion • ACTS at 18% fallout, below required level • Considering switching PI to vanity and LOS Gene work Workload and Scheduling (07:32 - 09:30) • Fact sheet audit scheduled for immediate future • December viewed as opportunity to catch up on work • Team to focus on work during holiday season; if there is work to be done, department heads need to use best judgement managing time off • Connex contract shared with Legal for review New Fact Sheet Template (09:30 - 11:51) • New juvenile case fact sheet template implemented • Template expanded from 2 to 5 pages • More personal details now allowed in fact sheets • Template changes occur after each court appearance All Hands Meeting and Team Updates (13:14 - 15:08) • All hands meeting scheduled for 17th • Team leaders to prepare talking points and wins • Meeting to acknowledge recent big move and difficulties • 10-15 minute session planned Recognition and Future Plans (15:08 - 17:49) • Teams encouraged to clean up and complete tasks before holidays • Monthly or quarterly state of canyon meetings planned • CSPs to be highlighted for their work on recent campaign • Performance reviews discussed Action items

Integrations • Investigate and prevent duplicate entries in the Napoli Corrupt Legal Compare campaign (05:47) Post Acquisition • Discuss with PI about switching to vanity and LOS Gene work (07:32) • Contact Tony about LSG implementation (07:32) Team Leaders (Alicia, Alan, Kathy) • Prepare talking points and wins for the all hands meeting on the 17th (15:08) All Team Leaders • Ensure teams are cleaning up and completing tasks before the holiday break (16:28) @Cameron Rentch

Nicholas McFadden (nickmcfadden@shield-legal.com)
2024-12-10 12:44:32

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VernonEvans (vernon@tortintakeprofessionals.com)
2024-12-10 12:44:32

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Henri Engle (Henri@tortintakeprofessionals.com)
2024-12-10 12:44:32

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Ralecia Marks (rmarks@tortintakeprofessionals.com)
2024-12-10 12:44:32

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Brittany Barnett (brittany@tortintakeprofessionals.com)
2024-12-10 12:44:32

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Cameron Rentch (cameron@internetthings.com)
2024-12-10 12:45:10

@Cameron Rentch has joined the channel

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2024-12-10 12:47:05

Tort Intake Professionals has joined this channel by invitation from Shield Legal.

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2024-12-10 12:47:05

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Nick Ward (nicholas@tortintakeprofessionals.com)
2024-12-10 12:49:18

@here The integration of Fireflies and Slack is an all-or-nothing proposition, so I have a fresh start in this channel and will edit notes and post after each meeting.

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2024-12-10 12:50:09

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Nick Ward (nicholas@tortintakeprofessionals.com)
2024-12-12 10:53:59

Overview Ops provided hiring updates, noting the start of a new external hire and two internal transfers to Brittany's team. Five9 training for the UAT group is complete and initial dialing on the depo campaign went well. Challenges regarding the procurement of death certificates for clients were discussed, highlighting the need for legal support. Additionally, concerns about team morale due to recent personnel changes led to discussions on creating a bonus structure aimed at motivating the VSS and CSP teams. Notes

Attendees: Ward, Alan, Tim, Vernon, Tony, McFadden, Brittany, Henri Absent: Alicia, Kathy, Ralecia

Hiring Updates (09:49 - 11:45) (09:49 - 11:45) • For Brittany's team, a new external hire will start on Monday; another offer was declined externally • Interview with Esteban from CSP Audit Team went well and transfer logistics will be worked out yet this week Training and Automation (11:45 - 13:33) (11:45 - 13:33) • Five9 training for the UAT group went well • Automation of the depo tracker is complete, updating every hour or so per Cam's request; ~195 of the 255 leads have docs collected already; process was delayed due to Integrations team API mishap • Updates on the AFFF fact sheet are in progress, with expected completion by tomorrow. Challenges with Documentation (15:01 - 19:10) (15:01 - 19:10) • Discussion on obtaining death certificates for clients; many clients lack this documentation. • Gill expressed the need for assistance in navigating legal requirements for death certificates. • A request was made by Ward for Legal to engage with Lexus Nexus for support in this area Team Motivation and Bonus Structure (21:31 - 23:29) (21:31 - 23:29) • Gill plans to create a bonus structure to motivate the VSS and CSP teams. • Concerns were raised about team morale and alignment due to recent changes in personnel in CSP/VSS by Ward after speaking with Ralecia and Alex (separately) Action items Brittany • Solve logistics for the offer to Esteban (11:45) • Complete updates on the AFFF fact sheet by tomorrow (13:33) Alan • Determine if a bonus structure for the VSS and CSP team to incentivize project attention makes sense (21:31) Nick and Tim • Set up a new meeting with Lexus Nexus to resolve issues regarding death certificates (19:08) @Cameron Rentch

Nick Ward (nicholas@tortintakeprofessionals.com)
2024-12-12 19:27:08

Overview The T.I.P. Connect v2.1 team meeting provided key organizational updates, including Brianna Miller's transfer to the Statistics and Report team and Beau taking over supervision of ASA to go along with his inbound team. The discussion emphasized the importance of clear communication for urgent matters and included light-hearted conversations about personal experiences and holiday plans. On the project front, Dustin reported on a new method for tracking activity logs related to permission changes in Law Ruler and Ward will audit activity and assess future usage. Key action items assigned included Brianna's transfer, Beau's supervision transition, Dustin's tracking of permission changes, and Alan's task to upload additional fines for medical records.

Notes

Attendees: Ward, Tony, Tim, Alan, Brittany, Vernon, Henri, McFadden Absent: Alicia, Kathy, Ralecia

️ Team Updates (03:26 - 07:56) (03:26 - 07:56) • Brianna Miller is transferring to the Statistics and Report team. • Beau will start supervising his inbound team. • Changes communicated regarding team structure and was well received. • Depo doc collection has slowed with 9 completions today (~205 complete) Action items • Dustin is to track the activity log of permission changes in Law Ruler and provide the data to Ward(20:15) Alan Gill • Alan is to upload the additional fines for the medical records over at Caseworks (21:18) @Cameron Rentch

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2024-12-13 13:13:38

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2024-12-13 14:30:55

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Nick Ward (nicholas@tortintakeprofessionals.com)
2024-12-16 11:47:00

12/13/24 Recap

Overview The T.I.P. Connect v2.1 team meeting focused on several key points, starting with the discussion of communication and engagement issues among team members, where Alan shared positive feedback from ACTS Law Firm and mentioned Brianna's pending return. Jackson introduced a more efficient reporting process for the Crump team, addressing lead count discrepancies highlighted by Olivia, which may stem from agents neglecting to submit leads. The meeting also outlined plans for a new intake class beginning Monday, consisting of 13 new hires, accompanied by a structured training program that includes call listening to enhance agent performance. Additionally, there was a proposal for a new supervisor position in light of recent staff changes. Notes

Attendees: Tony, Alan, McFadden, Brittany, Tim, Vernon, Henri Absent: Alicia, Kathy, Ward

MIA and Reporting Process (05:24 - 10:37) (05:24 - 10:37) • Discussion on the lack of communication and engagement from team members. • ACTS Law Firm provided some positive feedback. • /Brianna is returning, and an email will be sent regarding her setup. • Jackson has developed a more efficient reporting process for the Crump team. Lead Count Discrepancies (10:38 - 19:39) (10:38 - 19:39) • Olivia raised concerns about discrepancies in lead counts between her records and the Monday board. • The issue might be due to agents forgetting to submit leads. • Discussion on the need for a defined process for decline reasoning in notes for law firms. New Intake Class and Training (19:50 - 29:06) (19:50 - 29:06) • A new intake class with 13 hires is starting Monday, with a structured training program in place. • The training will include call listening to improve agent performance. • Discussion on the need for a new supervisor position due to staff changes. Action items Tony and Brittany • Send out an email regarding the new training program and the setup for Brianna's return (10:36) • Prepare for the new intake class starting Monday by finalizing the training program details (20:10) Jackson • Write up the new reporting process for the Crump team and distribute it (10:36) Tony Jones • Establish a process for including decline reasoning in notes for future campaigns (19:52) Nick McFadden and Tim • Contact Lexus Nexus regarding the data mapping project (25:47) @Cameron Rentch

Nick Ward (nicholas@tortintakeprofessionals.com)
2024-12-16 11:51:19

12/14/24 Recap

Overview Discussion on the importance of proactive outreach to address client concerns. Brittany was assigned to follow up with Abe regarding the AFFF meeting schedule due to his lack of response.Action items were assigned to Brittany to establish the welcome letter and to pursue the follow-up with Abe, while Alan will research legal costs. Notes

Attendees: Ward, Tim, Vernon, Ralecia, Henri, Alan, Brittany Absent: Tony, Alicia, Kathy, McFadden

Welcome Letters (07:21 - 10:33) (07:21 - 10:33) • Creation of welcome letters for SA clients was discussed to provide clarity on next steps and contact information. DL Update (17:07 - 17:22) (17:07 - 17:22) • Brittany needs to follow up with Abe regarding the AFFF meeting schedule as he did not respond to her email. Legal Research Costs (17:27 - 18:55) (17:27 - 18:55) • Tim is communicating with LexisNexis, but waiting on more info; trying to get a trial and evaluate contractual options Action items Brittany Barnett • Request for a welcome letter to be created for SA clients that outlines next steps and contact information (10:33) • Follow up with Abe regarding the AFFF meeting schedule (17:12) Tim • Continue communications with LN (17:27) @Cameron Rentch

Nick Ward (nicholas@tortintakeprofessionals.com)
2024-12-17 14:33:54

@Cameron Rentch This morning's meeting was called at 9:05A as it seemed most folks were not available.

Nick Ward (nicholas@tortintakeprofessionals.com)
2024-12-26 14:53:20

Overview 12.19.24 Key discussions included a review of the Profit and Loss (P&L) statements and Key Performance Indicators (KPIs), emphasizing labor costs and the need to manage excessive overtime, with Nick tasked to collaborate with Sobo's team and Brittany on drafts for their teams. The team noted a slowdown in signups for the PFS project, with 170 leads signed out of 266 potentials, and acknowledged Cameron’s role in addressing lead cap status. Additionally, strategies were outlined to reduce the number of make goods to zero by New Year’s, alongside considerations regarding the costly MIA software. The group also discussed the upcoming company holiday schedules/plans while planning a team lunch to celebrate progress. Action items were assigned to team members, including training sessions and departmental reviews. Notes P&L Review and KPIs (00:00 - 07:54) • Nick to work with Sobo's team and Brittany on P&L for their side • Focus on labor numbers and percentage of revenue for KPIs • Concern about excessive overtime, need to justify it • Training scheduled for Monday at noon for PFS by Brittany with Beau, Russell, and Megan • 170 signed leads out of 266 potential for PFS project Lead Cap and Conversion (07:54 - 09:18) • Questions about lead cap movement, defer to Cameron for answers • Signups have slowed down to about one per week Make Goods and MIA Software (09:18 - 14:17) • 19 make goods, with 2 more added recently • Working on LOSDs and bans to reduce numbers to zero by New Year's Day • LexisNexis software license costs $400 per user per month • Considering contracting a PI director for finding MIA clients Company Survey and Holiday Plans (14:17 - 18:03) • Food scheduled for 1 PM tomorrow, employees to return to work after eating • Balancing work hours and holiday celebrations • Reflecting on job progress and helping people Action items Nicholas Ward • Chat with Brittany about overtime (05:19) • Conduct training at noon on Monday for PFS with Beau, Russell, and Megan (06:07) • Look into training a couple of people on inbound tasks (06:07) All • Clarify lead cap situation with Malissa or Cam (07:30) • Consider contracting someone to work as a PI director for finding MIA clients (13:36)

Nick Ward (nicholas@tortintakeprofessionals.com)
2024-12-26 14:58:32

Overview 12.23.24 Team members addressed critical updates concerning the CPAP case, notably the involvement of the original claimant's daughter and discrepancies in device identification. Challenges were identified, including Law Ruler slowdowns and team members’ inactivity, with discussions on how to mitigate these issues. Report generation delays exist, while team members strategized on managing ongoing system integration challenges and the anticipated credentialing process timeline. Amidst a slower lead generation period due to the holiday season, the team aims to optimize their workflow by completing overdue appointments and enhancing data collection methods during interviews. Key action items were assigned with a collective focus on improving reporting and systems efficiency. Notes CPAP Case Update and Challenges (00:01 - 08:18) • Dave is actively questioning the CPAP case details • Original claimant passed away, daughter now involved • Discrepancies in reported device types • Alan explaining situation to Dave, addressing concerns • Team discussing challenges of device identification • MIA good list down to 14 people, 3 completed this week • System issues reported, no activity from some team members ️ System Issues and Reporting (08:18 - 15:51) • System slowdown reported, similar to previous week's issue • Martin ran a huge report, but didn't update or push any code • Jackson's reports completed after 1 hour 10 minutes • Team discussing possible causes of system slowdown • LexisNexis contract ready to be signed; credentialing process could take up to a month, aiming for early to mid-January • Weekend lead generation slower due to holiday season • Team planning to use slower period to catch up on work Action items Alan • Proceed with the CPAP case as instructed by Dave (05:18) • Continue efforts to reduce MIA good list (13:10) Dustin • Run an activity log search for system interactions between 8:02 and 8:20 (08:09) Team • Complete and input information for 9-10 appointments from Thursday, Friday, Saturday into Smart Advocates (10:35) • Implement secondary information gathering during second interviews (14:30)

Nick Ward (nicholas@tortintakeprofessionals.com)
2024-12-26 15:02:18

Hi @here, I hope everyone's holiday season is going well! Since so many folks are out of the office, I am going to cancel the calls for today and tomorrow. If you have anything of note, please post in this channel for review and comments.

deleted-U05EFH3S2TA
2024-12-26 17:57:20

Thanks @Nick Ward We are rolling in Post Acquisition, with 2 out of 3 CSP teams are their pay period project goals with 2 days from the checkered flag. 🏁🏁🏁🙌:skintone3:

:thank_you: Nick Ward
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-01-10 15:51:37

Hi @here, there is a lot going on today, so I'll ask for any pertinent updates to be made here in the chat in lieu of having the meeting. There is a conflict at 2PM for many of us with Meadow Law as we work through API and other challenges. Here are a few points from Ops to share to close out the week... • Brittany and team will be taking on the project to take the existing reporting requests, automate them, and create Looker dashboards for them; a more substantial update should be available on timelines, etc. by 1/15-1/16; BI had yet to start this due to backlog • Screener audit checks will move from Soboleski's team to PD next week; final decision-making will still reside with Sunnie/Christian/Lexi/Luis in regard to Flags/WIPs; this will free up Sobo's team to focus on more impactful projects and PD has ample bandwidth to take on the call reviews • Five9 soft phone training is nearly complete with all Intake staff; soft phone installs are being coordinated by Joe; naming convention project is underway (Turner) for all systems, which also allows for campaigns to have leads piped into campaigns in real-time

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-01-13 12:36:06

@Cameron Rentch The meeting largely focused on Flatirons reporting. McFadden is meeting with them at 10AM, then Ops and BI meet at 11:30AM to review report and process needs. Overview The meeting started with an update on the Flatirons report, which was completed by Nick M and sent for review, alongside discussions on daily case updates and medical records. The team addressed concerns regarding missing updates in complaint fact sheets and pending PNC contacts in Law Ruler. Additionally, progress on automation was discussed, highlighting Edward's transition of coding to Google Collab for improved efficiency, with an estimated two-week timeline for completion. Action items were assigned, including updates to statuses in Law Ruler, sharing reports, and addressing incomplete cases, specifically for juveniles, to streamline processes and improve overall efficiency within the team. Notes Attendees: Ward, Tony, Alan, McFadden, Ralecia, Vernon, Henri Flatirons Report Update (08:57 - 12:36) • Nick M completed and sent off the report last night • Meeting scheduled with Flatirons at 10 to review outstanding items • Nick requested the list of pulled cases from Alan; Agreed-upon pulled cases to Ryan • Daily medical record report from Dicello being sent to Edward by Nick M. since DL won't send it to anyone else directly after multiple requests • Process for updating and pulling cases daily discussed Medical Records and Complaint Fact Sheets (12:37 - 17:07) • Discussion on updating Law Ruler with medical record information • Complaint fact sheets missing milestone updates • Nick suggested creating a new status for pending PNC contact • Alan requested a copy of the new benchmark report; Ward provided • Nick mentioned the report is on a Google sheet that's regularly updated ️ Automation and Process Improvements (17:40 - 28:50) • Edward's code moved to Google Collab for faster processing • Plan to connect all processes in GCP for automation • Timeline for automation completion estimated at 2 weeks • Need to update Law Ruler with correct statuses (billable/non-billable) • VSS department audit completed for juveniles (640 cases) • Plan to tackle incomplete cases and fact sheets • Adult cases moving to Florida, with separate fact sheet team Action items Alan • Send list of pulled cases to Nick M. (10:17) Nick M. • Forward daily medical record report to Edward and reporting team (12:44) Edward • Run script in the morning to update medical record information (11:15) Team • Start updating statuses directly in Law Ruler with consistency (26:19) Nick M. and Edward • Work on automating processes in GCP (18:41) VSS Team • Tackle incomplete cases and fact sheets for juveniles (27:03)

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-01-24 11:46:40

@Cameron Rentch Overview The meeting focused on key advancements and changes across phone systems, automation technology, and staffing. Notable updates included discussions on the transition of the Ring Central contract in preparation for the 59 rollout, as well as improvements in call recording history retrieval and enhanced reporting consistency through Flatirons. In technology and automation, the creation of a new lead status dashboard and ongoing automation of medical records were highlighted, alongside leadership transitions within the contact center following Bo Kallis's resignation. The team is also extending offers for mid-level supervisor roles, while training initiatives are underway, including an online course organization for skills development. Action items were assigned, ensuring accountability for follow-ups on contracts, project completions, and ongoing reconciliations. Notes Phone System Updates (06:00 - 18:30) • Discussing Ring Central contract and transition to 59 • IT needs to install software for 59 rollout or we cannot proceed • Solved issues for downloading call recording history from Connex; can be done anytime when we are ready • Flatirons reporting has become more consistent with Edward's daily run Technology and Automation (18:31 - 24:19) • James Turner completed first dashboard lead status run; vetting data integrity via use cases from stakeholders • Medical records review automation in progress; cannot continue brute force approach; if cannot automate some/all, then PD will have a few folks trained to help • Leadership restructuring in contact center • Kathy stepping back into leadership role for inbound team • Interviewing for mid-level supervisor replacements; one should be finalized 1/24; one fell through, so recruitment continues Project Updates and Training (30:31 - 35:02) • Adding clients to Camp Lejeune military records • Olivia reconciling old records • Brittany organizing online courses through Coursera for team skills development (SQL) • Edward working on advanced version of Google Sheet for AB • Automated reporting discussion to meet early morning deadlines Action items Nick W • Follow up on Ring Central contract with Legal (16:59) • Oversee the transition of leadership in the contact center (24:21) Joe • Continue soft phone push for mass deployment of 59 (18:31) Tony and Nick W • Complete interviews for remaining supervisor position (25:46) Olivia • Continue reconciling old Camp Lejeune military records (30:31) Edward • Provide updates on Flatirons automation (32:43)

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-01-24 11:47:26

Meetings have been sporadic of late due to conflicts, but should resume on a more regular frequency now.