AAOM Handbook

WE.35 Assign Urgent Work Request Context

In every business area is inevitable that some urgent work needs will arise, although the frequency of such needs may vary significantly. It is also important that these urgent needs be assessed, prioritised and dealt with in a consistent and timely manner, without causing unnecessary disruption to the regular scheduled activities of the business area. The first step in appropriately dealing with urgent work is to ensure that there is one, clearly identified, and easily reached, contact point for urgent work. All urgent work requests must be directed to the nominated contact. The nominated contact should review each urgent work request to confirm that it is in fact urgent, or if it is not shown to be urgent, to reassign the work to the routine work management process. When a request is accepted as urgent, the appropriate resources must be assigned to deal with it. Purpose To assign an urgent Work Request for processing. Quantity One acceptance of a Work Request to be completed urgently. One assignment of resources to deal with accepted urgent work. Re-assignment of a non-urgent Work Request to the routine work management process. Quality There should be a single, consistent point of contact for urgent work. There should be a consistent, accessible method of contact. A request for urgent work should provide the same information as is specified for a normal Work Request (see task assignment WA.01). The urgent work point of contact shall evaluate the work request against the criteria of task assignment WA.02 Is the Work Urgent, and only accept as urgent requests that conform to the specifications set out in that task assignment. Requests that do not conform to these specifications for urgent work shall be re-assigned to the routine work management process by entering the appropriate Impact and Required Date on the Work Request. The person who

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