EEOC must manage customer expectation by making customer service standards available to the public.
EEOC should develop a customer service plan to include establishing goals and objectives, developing performance metrics that target the goals, and measuring performance against the goals. This plan must include goals and metrics for the IIG.
Improve SLTP’s current mixed-modality training for the FEPA Program to address training needs for both EEOC and FEPA staff. Include an “on demand” digital training video library that provides FEPAs with open access to foundational training content.
Improve the feedback loop for TARs to include written documentation of findings that are shared with FEPAs, EEOC District Directors, and SLTP C/Ms for continuous quality improvement and learning.
Reinforce Substantial Weight Review (SWR) as the primary tool and method for case quality oversight by: (a) documenting in the SLTP Handbook how SWR is utilized to ensure case quality, and (b) training both SLTP and FEPA staff on SWR processes and criteria to ultimately improve case quality.
Work with the OIT to generate more useful reports from the Agency Records Center (ARC) that are needed to monitor performance.
Provide standardized onboarding and refresher training to SLTP Coordinators/Managers (C/Ms) to ensure more consistent practices across District Offices. Include training on practices to utilize performance goals and metrics for oversight and management of FEPA case quality.
Clearly describe and label FEPA Program performance goals and metrics in the SLTP Handbook.
Review and update processes, procedures, and tools for reevaluating certified FEPAs. Specify and/or clarify: (a) the timeline for reevaluation, (b) required tool(s) and/or mechanism(s) for reevaluation, (c) HQ, State, Local, and Tribal (SLTP) roles and responsibilities for conducting or contributing to the process of reevaluation, and (d) the purpose of technical assistance reviews (TARs) and how they formally relate (or not) to the process of reevaluation.
Review and update process and procedures for communication and working with FEPAs that inquire about certification. This includes the processes and procedures for new certification inquiries from non-certified FEPAs, as well as inquiries from certified FEPAs concerning problems with their certification.