Part of the Utah Office for Victims of Crime’s (UOVC) mission is to provide financial compensation to innocent victims of violent crime for their out-of-pocket, crime-related expenses. This requires a UOVC reparation officer to receive information from the victim, victim advocates, treatment providers, law enforcement, prosecutors, courts, and other partners to determine if and how the office can help. By implementing the SUCCESS Framework principle of “full kit” to this process, UOVC nearly doubled the speed of its application processing times in just two months.
Creating a full kit means having all the correct information, data, tools, requirements, approvals, or documentation before beginning a job. Take hosting a dinner party for example. Before you dive into preparing the food, you typically take a step back and inventory everything needed for the dinner—recipes, ingredients, cooking gear, number of people attending, as well as their likes and dislikes—and then you go to the store to purchase what you need. It would be a waste of time to start cooking the meal only to find out you were missing ingredients and had to run to the store or ended up preparing way too much food based off the number of guests attending. Some might think that getting everything ready to get something done, a simple operational improvement, might also deliver simple results. But don’t let its simplicity deceive you. Full kitting is an incredibly powerful tool that yields big results. Bad multitasking, as well as process wait times, can be dramatically reduced when a full kit is defined and consistently delivered.
A full kit for the UOVC reparation officer includes the following:
1) a complete victim application;
2) the victim’s insurance information (if insured);
3) the police officer investigative report; and
4) any reference to prior claims
Prior to implementation of the full kit concept, reparation officers and support staff were often multitasking and sometimes duplicating efforts while trying to determine eligibility. After implementation, support staff ensured the reparation officer had all of the information he or she needed—a full kit—before beginning the eligibility determination process.
In April of 2013, the total process time to make an eligibility decision took 40+ days on average. Just two months later in June 2013 and after applying the full kit principle, total average process time decreased to less than 25 days—a 38% improvement. What does this mean to victims? That individuals spend much less time waiting for a decision and/or waiting to receive assistance after being the victim of a crime.