Delegation, delegation, delegation


E-mail, mobile phones and the advent of the BlackBerry have increased the pace of business beyond recognition from just five years ago. With these advances come tighter deadlines and increased workload pressures. Working with colleagues to ensure that client instruction and deadlines are met, and unnecessary costs avoided through oversight, has never been so important.



Delegation is essential in ensuring that client-facing and administrative tasks are carried out to timescale. Solicitors often increase the risks to their business by failing to realise the benefit that delegation can bring when managing client files.



Here are some useful best practice guidelines:



  • Assess the task upon instruction, the skills required to complete it and the deadline. Be realistic about the time it will take.


  • Assess the workload of the people you are about to delegate to, so that they are protected from undue pressure. Ideally, delegate via the recipient's supervisor so that caseloads can be monitored in the event there is an unexpected change in priorities and any issues can be flagged as soon as possible.


  • Clarify exactly what needs to be done when, and the case background.


  • Annotate all files, stating what is being delegated and to whom. Include time constraints so that these can be noted by the person responsible for the file and the recipient of the task.


  • Stipulate who will deal with queries on any matters that arise.


  • Follow up the recipient of the task, via their supervisor, well before the deadline; do not assume that all is well because nothing has been heard.


  • Check the final draft of any correspondence to be sent to the client to ensure the instructions have been met and correct procedure followed.


  • You are delegating the task - not the responsibility. Assume that the file remains your responsibility unless spelt out to the contrary.



    • Delegating is not simply crossing the task off the list, nor is it an excuse to forget about a troublesome file. It is essential in ensuring that the demands of each case are managed to meet the client's needs within the deadline.



    Some may argue that the time required for effective delegation is a luxury few in the profession can afford. However, it brings numerous benefits when carried out correctly. As well as giving clients a good reason to respect your reputation, you might even notice a change in the seniority of responsibilities employees are willing to accept.



    This column was prepared by AFP Consulting, a division of Alexander Forbes Risk Services UK