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.

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

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.

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)