ACAS is a UK organisation (1,500 employees) that aims to improve employment relations and offering information, advice, training, conciliation, mediation and other services.
We were required to undertake a work measurement study of the individual ACAS conciliation officer role and to provide advice on caseload capacity for a full time conciliation officer, taking account of policies, procedures, quality issues, standards and guidance.
The study also reviewed whether the relevant organisational and administrative factors had a bearing on the performance and efficiency on the work of the conciliation service.
Our work helped to move the focus of ACAS work from large industrial disputes to that of support for individuals. The role of the individual conciliation officer was created, and capacity building initiated following our recommendations.