Mentoring of Reviewing Attorneys (RA’s) Successful Respondent’s Mentors will regularly review drafts of RA work product, including decisions. Successful Respondent’s Mentors will provide analysis and feedback to the RA for improvement of work product. Successful Respondent’s Mentors will identify process improvement efficiencies/strategies and RA training opportunities. Successful Respondent’s Mentors will implement, with CA’s approval, identified efficiencies/strategies and training. 2.2.3 Service Level Expectations CA anticipates the need for up to two (2) Full Time Equivalent (FTE) Successful Respondent’s Mentors for forty (40) hours per week for RAs. More than two (2) individuals may be used to provide TWC with the required forty (40) hours per week of Services. Each Successful Respondent’s Mentor FTE will monitor up to six (6) RAs. As part of the monitoring duties, Successful Respondent’s Mentor FTEs are responsible for, at a minimum: Timely reviewing work product for quality and effectiveness; ensuring that attorney work product is appropriate for direct release to the Commission offices. Regularly providing communication, support, and guidance to RA’s in accordance with the Texas Unemployment Compensation Act, Commission precedent, and state/federal rules and procedures; Advising RA’s on techniques to improve organizational skills and efficiencies consistent with the purpose and sensitive nature of higher authority UI appeals; Approving work product for release and placing approved work product in the appropriate folder; Providing status updates and/or conferences at least weekly with the Director of Commission Appeals, or designee(s), and when specific concerns arise; Collaborating with Director of Commission Appeals, or designee(s) on innovative approaches to issues impacting RAs. Successful Respondent’s Mentors will endeavor to review all cases completed by RA’s each week. During the first 4 weeks of service provision under this contract, the combined number of cases reviewed by all Mentors will at minimum equal half of the Mentor hours billed. Starting in the 5th week of service provision under this contract, the combined number of cases reviewed by all Mentors will at minimum equal the number of Mentor hours billed. Rework or edits required by the Commission or TWC management will be completed as first priority. Successful Respondent’s Mentors will assist in addressing requests, complaints, or inquiries pertaining to work performed by assigned RAs by: providing information responsive to the request, complaint, or inquiry within twenty-four (24) hours or less, excluding weekends and state holidays, of notification of request, complaint, or inquiry; and providing recommendations for TWC Management's response, when appropriate. Successful Respondent’s Mentors will work with CA management to promote and improve efficiency in attorney work product, including but not limited to: Identifying errors and inefficiencies in attorney work product and procedures in light of the sensitive nature of Unemployment Insurance higher authority appeals, Recommending improvements, Developing or assisting in the development of training to implement improvements, and Conducting or assisting in conducting training to implement improvements. 2.2.4 TWC Responsibilities TWC will provide: Virtual Private Network (VPN) access for TWC training and software programs required by Successful Respondent’s Mentors providing Services under this Contract who have completed a TWC Form P-41, Information Resources Usage Agreement. Training to Successful Respondent’s Mentors on the proprietary applications and platforms that the RAs use to perform their duties. With this information, the Successful Respondent’s Mentors will assist and support each other in the use of the applications and platforms with minimal continuing support by TWC staff. Cybersecurity Training to all Successful Respondent’s Mentors performing Services under this Contract who have access to a state security system or database, per Attachment 1 TWC Terms and Conditions, Section 3.32. Up to twenty-four (24) hours of training per Successful Respondent’s Mentors for a maximum of two (2) Full-Time Employee (FTE) Mentors. Training to the Successful Respondent and Successful Respondent’s Mentors on proprietary TWC systems and Texas law applicable to Services to be performed under this Contract.
