At One Legal, we utilize a Contractor Job Scoring System to evaluate the performance of our independent contractors on each service of process job. This system is designed to gauge compliance with our service standards and encourage excellence in meeting both company and customer expectations. Understanding how your performance is scored and the impact of these scores on your workflow is crucial.
Overview of the Job Scoring System
Scoring Criteria:
Each job you complete is rated on a five-point (5.00) scale, based on the following key metrics:
Acceptance Timeframe: Accepting Standard jobs within 24 hours from the time of assignment and Rush jobs within 12 hours from the time of assignment.
First Attempt Timeframe: Making the first attempt within 24 hours for Rush jobs or within 5 days for Standard jobs from the time of acceptance.
Diligence Timeframe: Completing all required attempts and returning the job as served or non-served within 7 days for Rush jobs or within 21 days for Standard jobs.
Signed Proof Timeframe: Returning signed proof on Standard jobs within 48 hours from the time it is shared with you; Rush jobs signed and returned within 24 hours of the time it is shared with you.
Mobile App Usage: Utilizing the ServeManager mobile app to submit every attempt or entry related to the job.
Diligence Review: All non-served (NSR) and selected sub-served jobs are reviewed for diligence (including time of attempts and quality of description). This element is simply pass (as with most jobs) or fail.
Calculation of Scores:
Each of the metrics above contributes equally to the overall job score (approx .83 per element), allowing a maximum of five points (5.00) per job.
Your overall contractor score is an aggregate of the scores across all jobs you complete, providing a comprehensive view of your performance.
Each job is scored and weighed when it has been closed by the One Legal staff and/or system. So, you may see movement in your score even though you haven't entered any information on jobs recently. Not to worry -- all completed jobs will be factored into your score at some point. We try to get them closed and scored as quickly (but as accurately) as possible to reflect your current status.
Expectations and Benchmarks:
We expect each contractor to maintain a job score consistently above 4 out of 5 - but ideally at 4.80 or better. Scores below the 4.00 threshold indicate poor performance and can trigger a review of your assignment frequency.
Impact of Job Scoring on Contractors:
Performance Monitoring: Continuous monitoring helps identify areas where contractors excel or need improvement.
Assignment Adjustment: Top scores (4.80 or higher) result in assignments at 100% of your designated Max Vol level. Additionally, selection in a given zip code is keyed to reward the highest scored contractor. Tiered assignment reduction occurs at levels lower than 4.80.
Incentives for High Scores: Achieving higher job scores can result in bonus payments, recognizing your efforts and reliability.
Consequences of Low Scores: Persistent low scores may lead to discussions around performance improvement and will definitely reduce the number of job assignments you are eligible to receive.
Learn more: Understanding Account Pauses and Deactivations
How to Improve Your Job Score:
Timely Actions: Ensure timely acceptance, attempt, and completion of tasks as per the stipulated timeframes.
Diligent Reporting: Use the ServeManager mobile app consistently for all entries to ensure accurate and verifiable reporting.
Quality Descriptions: Whether describing an attempt (property details, people, vehicles, situations, etc.) or an individual (the party to serve or a sub-served recipient), the clearer the picture the better the diligence provided in the affidavit for our customer.
Communication: Maintain clear and proactive communication with One Legal regarding any potential delays or issues.
The Job Scoring System at One Legal is an integral part of our commitment to uphold high standards of service delivery. By understanding and adhering to the scoring criteria, you can significantly enhance your performance and reliability as a process server. Consistently high scores not only reflect your dedication and professionalism but also open up opportunities for additional rewards and continued partnership with One Legal. If you need guidance on how to improve your scores or have questions about the scoring system, please contact our Contractor Success team via [email protected].