ASB task maintenance overview
An ASB task is a specific activity that must be undertaken as an outcome of a reported ASB incident from which a case has been created. Each ASB case generated in this way relates to one or more categories - classifications of the reported incident - which in turn comprise one or more related tasks, and it is these tasks that define how the case will be progressed. Any number of discrete tasks can be linked to an ASB case, although an individual task can only appear once within the same category. Where multiple tasks are required, identical in nature, separate task definitions must be created for each instance. In structuring all the activities that are relevant to a case, tasks can be added manually at the point of recording the incident, or they can be created automatically by virtue of their existence within the category workflow path. Dictated by the nature of the assigned tasks, dependencies can be configured between them to restrict the point at which related tasks are commenced. These task attributes and restrictions are all configured within the overarching category definition, where the predecessor task hierarchy and required lag period - the delay between dependent tasks - are all determined.
All ASB tasks activated as a consequence of raising a case can be service level driven and form an integral part of a wider Service Level Agreement (SLA). Within each ASB task, there are three key components of SLA compliance tracking: amber warning period, follow-on escalation and target completion exceeded. SLA targets are deliberately restricted to task level only, as these are the actions that can be controlled and influenced directly by the housing organisation. In contrast, the wider progression of an ASB case is dependent on other factors, most notably the cooperation of complainants, perpetrators and other stakeholders; hence an SLA target at case level would be impracticable. Once an SLA indicator is reached, the system can be configured to dispatch an automatic alert to individual user accounts that are associated through the task definition escalation rules, notifying them of the situation. User accounts can be linked directly to the SLA notification process or by association through their membership of an allocated role. The next progression stage can also be controlled through a follow-on rule i.e. the actions to be undertaken in the instance where an escalated task is still outstanding after a defined period.
Individual tasks can be linked to more than one priority - critical, high, medium, low, etc. - ensuring that the correct priority weighting is set depending on the category to which it relates. By way of example, a task definition of 'Interview Perpetrator' might be linked to any number of separate ASB cases ranging from, say, begging to hate incidents. Interviewing the perpetrator in a hate crime would be considered a higher priority than in the reported incident of begging, and therefore the task priority weighting would be ascribed based on the overarching category.
At the point of raising a new ASB case, the default ownership for each associated task is automatically transferred from the definition, specifically one or more individual user accounts together with any additional role permissions.
Separate help articles have been created for each key aspect of ASB task maintenance, including: