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13.1.11.3
(10-01-2001)
Managing a Caseload
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An effective system is needed to enable you to
manage an inventory that can vary in size and ensure that timely actions are
taken for successful case resolution. What is important is that you develop
a workable method you can use consistently in managing your cases.
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Inventory management procedures may vary from
office to office. There are a variety of methods — no one way is right
or wrong. One method may work for you but not for someone else. It is very
important to organize your cases in a sequential, follow-up order. Cases must
be worked promptly, so establish your work priorities. Document your cases
with actions taken and when follow-up should be made. Continuity in case processing
is an indicator of quality. Adherence to established follow-up dates is essential
in achieving timely case processing. If you are unsure of the next action
to be taken, seek immediate assistance from your manager.
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There are general guidelines that can be applied
to ensure efficient case inventory management:
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Each day you should have a plan of the things you
wish to accomplish that day.
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It is important that when you pick up a case to
work you take all actions possible before you put it aside.
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Have only the cases you are currently working on
at your desk.
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Do not get into the habit of sorting and stacking
cases or that is all you may get done.
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Stay on top of your cases.
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It is essential to keep the taxpayer informed of
the actions taken and when you will be in contact again (this will allow you
to control when you talk to the taxpayer instead of the taxpayer controlling
you).
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If you need additional information from the taxpayer,
always attempt to call. If you are unable to reach the taxpayer by telephone,
send a letter requesting the information needed.
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If a case is completely workable —
Work it and Close it.
13.1.11.3.1
(04-01-2003)
Examples of Inventory Methods
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The Employee Inventory screen on TAMIS is designed
to assist employees with inventory management. The Employee Inventory screen
can be accessed by the
"inventory"
button on TAMIS. Cases
are listed in priority order based on various factors, such as Criteria 1-4,
Criteria 5-7, Criteria 9, Next Contact Date, Follow-up Date. Refer to IRM 13.4.5.3.1, Employee Inventory Screen for information.
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A
"Numeric File"
method can
be used. Cases are filed under days 1 through 31.
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Record names under the date on the calendar
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Record taxpayer names alphabetically on a list
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An
"Alpha File"
method can be used. Cases are filed
together alphabetically.
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Follow-up date is on a label on front of the file
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Go through complete alpha file daily to pull follow-ups
per the date on the label
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Same as above, but make follow-ups for the week
and a label indicates priority
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An
"Employee Numeric File"
can
be used. Cases filed together under employee profile number.
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Regardless of the inventory control method you
use, cases should be filed so they are easily accessible on the specific follow-up
date. This method will allow someone else to look at an inventory and quickly
analyze which cases need action.
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