Simple steps to control case load

• Ensure that the full complement of NHRI investigations staff is in place before the NHRI opens its doors.
• Design an effective and efficient case flow that includes an intake phase to screen in only those cases that the NHRI is authorised by law to deal with (see the section below);
• Prepare a case management manual that includes intake procedures (complaint forms; standard letters; standing instructions for early refusal and referral); investigation procedures (policy and procedures) – that are required to support complaint investigation, and
• Collect and use of case load data to track trends.