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3 HR Daily THT Requirement

*Effective 12/30/2024​


Please be advised, effective January 1, 2025, Housing Case Managers (HCM) are required to produce a minimum Total Handle Time (THT) of 3 Hours per business day.

HCMs will be provided with a Monthly THT Report displaying their THT for each business day of the month. Days will be marked BLUE, GREEN, ORANGE or RED depending on how many hours of THT an HCM has provided. Good Points (GP) and Bad Points (BP) will be calculated at the end of each month, providing HCMs opportunities to grow or shrink their Caseload Limit for the following month, depending on an individual's final point total the month prior.

HCMs will be afforded a maximum of 6 BP without consequence to their Caseload Limit. Should an HCM score more than 6 BP during any given month, CCC will be forced to decrease the HCMs Maximum Caseload by 5 members per BP over 6 BP, beginning with the Sustaining portfolio (if applicable).

If an HCM encounters a call that does not yield any productive human interaction, they are required to report the call to @Adrian Palasigue to deduct the time from the HCMs THT for that day. HCMs are not required to report the call if the intention of the call was not to speak to a human, but to utilize an automated system to complete a task or action. Failure to report calls with hold time that did not result in a meaningful conversation with a person past the point of verification may be considered as THT Manipulation resulting in immediate termination of the offending contractor's agreement. Please keep in mind, all calls are recorded and reviewed daily by CCC Quality Control.


HCM THT POINT STRUCTURE:

  • BLUE: 5+ Hours (+1 Good Point)
  • GREEN: 3-5 Hours (0 Points)
  • ORANGE: 1-3 Hours (1 Bad Point)
  • RED: Under 1 Hour (2 Bad Points)

NEW HCM THT POINT STRUCTURE (30 Days):

  • BLUE: 5+ Hours (+1 Good Point)
  • GREEN: 2-5 Hours (0 Points)
  • ORANGE: 1-2 Hours (1 Bad Point)
  • RED: Under 1 Hour (2 Bad Points)