DMBM511420 - Customer contact: Outdoor calls: Higher debt manager's role

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As a higher debt manager you are responsible for:

• the personal safety of your staff
• organising and supervising the work of personal calls with the main objective of clearing cases as quickly and cost-effectively as possible.

You should:

• follow the 'personal safety' guidance set out at DMBM511330
• review cases appropriate for personal call to make sure that the reason for the call is clearly stated, the call is essential and all papers are supplied
• review calls on hand to make sure that priority attention is given where required
• make sure that the call programme and route planning are organised economically for travelling and subsistence purposes
• examine call reports and, where appropriate, give directions on next action
• check that the returned calls agree with the staff call itinerary lists and entries in the outdoor calls diaries.