Thank you for your support for the arrangements we put in place in order to respond to support staff who were recipients of letters showing the provisional outcome of the evaluation of their jobs.

During the week preceding half term, the MRS helpdesk took a total of 1445, calls of which 44% were from school-based staff. Of these, 72% were dealt with on the day, leaving 28% to be followed up with individuals by the MRS team or referred to Children's Services HR for response. The number of queries/concerns received has reduced and the helpdesk is now able to be supported by less HR staff than at peak levels. In turn, this will allow the same staff additional capacity to support schools.

As you know, whilst we are operating at a significantly reduced capacity, a 'triage' system was put into operation for Managers and Headteachers as a way of recording and handling the large number of calls we receive each week. This operation was very successful although we are aware that a number of callers found it frustrating to be unable to contact HR Consultants directly. Thank you for your patience and understanding for the part that the HR staff have played in the largest undertaking of its kind within Norfolk County Council. The system enabled us to return calls to practically all callers within 24 hours.

Now that the numbers of queries being received regarding MRS are reducing, we will be reviewing the use of the triage.

Once we have done this we will be in touch again.