Risk Assessments in Complaints Records (Pt.6)

The 'Risks' tab in Complaint records allows performing a basic risk assessment where the 'Consequence' and 'Likelihood' levels and values can be configured for the system to calculate risk scores.

The system is delivered with a set of default 'consequences' and 'likelihoods' which cannot be edited but you can add your own if required.

The default 'Consequence' levels and their values are:

The default 'Likelihood of Reoccurrence' levels and their values are:

The risk value is calculated by multiplying the consequence value by the likelihood value.  Both a 'Consequence' and a 'Likelihood of Reoccurrence' must be selected; if only one of them is set, the risk assessment is shown as 'Unknown'.

There are 3 tiers for the risk assessment level, assigned according to the calculated risk score:

• From 1 to 33 = Low
• From 34 to 66 = Medium
• From 67 to 100 = High

Risk fields can only be edited while the Complaint is not closed or inactive, and only by users with the permission 'Complaints:Edit Complaints'.  The 'manage' (spanner/wrench) icon is only shown to users with the permission 'Complaints:Edit Risk Types'.

To add a new 'consequence' or 'likelihood' level:

1. Click the 'edit' (pencil) icon under the field you want to manage ('Consequence' or 'Likelihood of Reoccurrence')
2. Click the 'manage' (spanner/wrench) icon which appears with the dropdown field and the 'Save'/ 'Cancel' buttons
3. Click '+ Add Complaint Consequence' or '+ Add Complaint Likelihood' accordingly
4. Enter a 'Name' for the new level
5. Enter a number from 1 to 10 in the field 'Level' to set the value of the new level
6. Click 'Create Complaint Consequence' or 'Create Complaint Likelihood' accordingly
   
   

The custom levels you create will initially have 'edit' (pencil) and 'delete' (trash) icons but the trash icon will disappear if the level is in use in any complaint record.  Deleting a custom level also requires the permission 'Complaints:Delete Risk Types'.

Custom values apply across the whole account and don't have visibility restrictions.

Once a risk level has been calculated, comments about the risk assessment and about how the levels are selected can be entered in the field 'Additional Risk details'.

Next step:

The next article covers Managing Contacts in Complaints Records (Pt.7)

Previous step:

The previous article covers Logging Actions in Complaints Records (Pt.5)