Fake Progress Crisis: Hewitt's 94.6% fake progress rate (53 of 56 cases) represents a severe compliance failure that directly undermines the firm's 45-Day Payday and settlement speed mandates. With only 3 cases showing legitimate activity, this indicates systemic task completion fraud — marking items done without actually completing them. This violates the firm's "No Pencil Whipping" directive and makes accurate performance measurement impossible. Immediate action required: Hewitt needs daily task verification with Royel for the next two weeks, with each completed task requiring documented proof (screenshots, email confirmations, or phone logs) before being marked complete.
SLA Performance Breakdown: Only 13 of 56 cases are on-track for SLA compliance (23%), with 42 cases already overdue and an average case age of 28.6 weeks. This performance directly contradicts JR's settlement speed mandates, particularly the 45-Day Payday requirement for state minimum cases. Given that most cases should be resolved within 90-120 days maximum, a 28.6 week average indicates fundamental workflow failures in the treatment critical path. Hewitt needs immediate retraining on MRI ordering timelines and treatment escalation protocols, with weekly case review meetings until SLA compliance improves to at least 60%.
Data Quality Emergency: 27 cases (48% of caseload) show missing coverage information, which is unacceptable for proper case strategy and settlement planning. Without policy limits data, it's impossible to determine which cases qualify for 45-Day Payday treatment or require high-policy escalation protocols. This data gap suggests Hewitt is not properly setting up insurance claims or extracting policy information during initial adjuster contact. Hewitt must immediately audit all 27 cases to obtain policy declarations, and going forward, no case should advance beyond initial setup without confirmed policy limits documentation in Filevine.
Capacity vs. Performance Issue: Unlike Cyarra's bandwidth problems from wearing three hats, Hewitt's 56-case load is within the firm's 80-100 standard capacity range, making this purely a performance and compliance issue. The combination of high fake progress, poor SLA performance, and missing data suggests either inadequate training or unwillingness to follow established protocols. Recommend placing Hewitt on a 30-day performance improvement plan with specific metrics: reduce fake progress below 25%, achieve 50%+ SLA compliance, and eliminate all missing coverage data. Failure to meet these benchmarks should trigger reassignment of cases to higher-performing CMs.