Mattew L interview

Matt has been with Sit Cen for 10 months and considers himself still new to using TCOMS. He overall has a great understanding but still relies heavily on documentation and is insecure. 

How often do you use TCOMS? 

Daily, main tool. 

What is your main objective when using TCOMS? 

To log what is going on, new event, Information repository 

In which format do you receive your first notification about an event? 

Phone or email. 

At what stage do you enter the event in TCOMS? 

I usually have my notes on paper, I will enter those into TCOMS when I have time.  First, we send email notification (From template that is HQ in TCOMS). When there are multiple events, we prioritize what to address first.  

Do you record the events anywhere else?  

Notification are written, template, Word. SOP 

In test Questions: 

Please enter the event into TCOMS how you would do it normally. Please remember we are here to learn more about the way TCOMS can improve your workflow and not to try to change your workflow.  

M.L Opens SOP, Calls inspector,  

“TCOMS is built for 1 job at the time, but our job is multiple events at the same time, and most need notification”  

Phone Call scenario: 

After taking notes on paper, Check SOP, notification, and other calls he needs to make, he goes to TCOMS to log in the event (When he has time). 

First, he fills in the Who section: Modes, interaction, category, and Subcategory. 

Then Name, organization, and phone number. 

Pain Point: Then enters the when; enters a 24h clock in the time field; find it frustrating to enter PM or AM. 

Where: Goes back to the notes and the notification he entered before. 

Pain point: In Action Taken enters event name. He says he knows its 100 characters as it does not allow him to save. It is frustrating as there is no way for him to know how many characters he entered.  

Email Scenario: 

First, he fills in the Who section: Modes, interaction, category, and Subcategory. 

Then Name, organization.  

Drugs and drop email. Then goes to the Where section. He will check location in google to ensure it's right but does not use TCOMS map. Types airport name in the location info provided. 

When it's an international event, he enters the event location at the status rational. 

What usually happens after you enter the event to TCOMS? (Not only online) 

Keep the event open for the day, and open to add further information, in case there is a busy day. 

Do you come back to TCOMS to update the event? What will be the reason? 

Triage is based on severity and importance, update for others as well.  Incorrect first information, first reports are usually not correct. Information changes frequently.  Sometimes there is a lot of information that is incorrect and needs to wait for further info.  Shift swap – Hand over email with all the details about an ongoing event. Severity of events are decided by SOP. And the worker opinion/ leadership.