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<br />who oversees the defense work for the City by Meyers, Nave and Riback. The report is <br />particularly complimentary of the disposition of a case on the excess carrier's watch list, <br />as the City resolved the claim well below the self-insured retention. <br /> <br />We note no exceptions. Reporting to excess carrier performance is assessed as superior. <br /> <br />o. Hiring, Training and Supervising Staff <br />George Hills Percentile: 95% <br />In-House Percentile: 100% <br /> <br />Best practices require hiring personnel capable of performing expected duties and <br />providing training for specific expectations. Management over-site of front line <br />administrative personnel is expected, even when staff members are experienced. <br /> <br />George HiIls provides the City with one claims adjustor who is supported by both <br />management and clerical staff. A Procedures Manual has been developed to ensure <br />training is specific to the City's contract requirements. The claims manager, Michael <br />Berndt hires experienced personnel. Training is provided through office meetings and <br />review of five claims from each adjustor pending to assess performance quality and <br />provide guidance. In addition to this training, the manager from the Sacramento office <br />completes a quality assessment review of 10 files puIled at random in the Walnut Creek <br />office to ensure administrative standards are being met. <br /> <br />George HiIls hiring, training and supervising performance is assessed as commendable. <br />Typically, we find performance to be commendable or better when the claims adjustor to <br />claims pending ratio is one adjuster to every 80 to 120 liability claims pending. <br />Therefore, one claims adjustor meets staffing requirements for the City. Our assessment <br />considers claims receipts during the past three fiscal years: 2004/2005 - 94 claims, <br />2003/2004 - 94 claims and 2002/2003 115 claims. <br /> <br />Performance exceptions warranting increased supervision are previously included in the <br />tables earlier in this chapter. Improving the three areas below will assist George Hills to <br />move performance toward superior. These areas are: <br /> <br />· Claim reporting. <br />· Litigation management. <br />· Claims information system usage. <br /> <br />34 <br /> <br />ARM <br /> <br />Tech <br />