| |
|
| |
|
| |
 |
| |
Verifact has five tiers of quality to ensure that the service delivered by Verifact meets the requirements of our clients. These include:
-
All staff are employed on the basis of competency and behaviour based recruitment measures. A proportion of the Verifact staff remuneration is performance managed to a bonus structure which is assessed on key performance indicators linked to quality service. To maintain their employment with us, a minimum of six education seminars must be attended by each investigator annually provided either internally or externally. A hallmark of our service is communication. This is one of the most important competencies upon which investigators are assessed prior to and during the employment relationship. The combination of 15 years of recruitment policy; a devotion to research and development in the technological arena; and the ability to listen to our clients and tailor our service to the client’s needs has allowed us to leverage economies of scale to deliver a product at competitive rates that does not compromise quality. Our people are available 24 hours a day, seven days a week including public holidays.
We have national managers in all of our divisions including workers’ compensation and surveillance. These managers oversee the end to end service delivery; review the investigators; undertake case manager liaison; and ensure adherence to service level agreements. Each of our national managers operate autonomous business units empowering them with the ultimate responsibility for quality. Apart from their experience, our managers have qualifications in business, law and risk management. Several have worked in the position of case managers. They know what is important for the WorkCover authorities’ case managers in their decision making process.
The Operations Department of our shared service division electronically audits the service delivery of every file Verifact manages. This provides the third level of quality assurance.
Verifact is the only commercial and investigation business that employs an external board consisting of a barrister, senior legal partner and ex-insurance executive to randomly monitor the quality of our service to clients to provide a 360 degree perspective of our service delivery.
Verifact has adjusted its internal operating systems and procedures to comply with AS/NZS ISO 9001:2000 quality management systems. Verifact are currently obtaining AS/NZS ISO 9001-2001 quality assurance compliance.
|
| |
|
|
|
|
