It really doesn't matter whether you work in a center or as a secretary. It really does help when you keep a set of notes as to things that went on both in general and in detail as it relates to documents you worked on during the course of your shift.
It may be a week up the road where you are all of a sudden being questioned about a document you worked on 10 days ago. Since that time, you may have worked on an additional 25 documents, but you are now getting questions from an attorney concerning something that was changed or undone or not done etc. and are expected to give clear concise detail as to what actually occurred and why.
We work in a fast paced environment where if we don't have a means to jar our memory we can be in a position where we can't properly recollect a situation. So, this is what I have done which has helped me many times.
1. Start a regular MS Word file. Call it Shift Diary. Put in the date of your shift.
2. As you go through your day, keep notes pertaining to documents that were not the norm. Summarize what the issue was and who was involved both other operators and the attorney.
3. Make notes as to how far you got with the document. Did you finish it or did you turn it over to someone. Had you dealt with or resolved any issues. How did you do so?
4. Documents that you feel are problematic or those that can be the center of an incident, you may wish to make a copy to your personal drive so that you have proof as to how the document looked at the point you ceased to work on it. The electronic time and date stamp will be part of the copy which will help you. Make a note in your Daily Diary Document that you made a copy to your personal drive.
5. Discussions of issues with co-workers and attorneys should also go in the diary especially if it involved a stressful attorney or a situation where there was an unusual or unorthodox procedure being asked of the operator to use on a document.
6. If you had an issue or misunderstanding with an attorney or coordinator place all of the detail in the diary because many of these type of misunderstandings usually result in you being questioned by a supervisor. The more concrete detail you can provide, this makes you look good. Saying, I don't remember or I am not sure gives more credence to the person who has thrown the responsibility of whatever occurred on you.
7. At the end of the day make a page break and the fresh new page is ready for tomorrow. Once you work this routine into your day you will have a great resource to go to as needed.
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