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... workload that stops you from working on backlogs. This inevitably results in even greater backlogs. If the backlog includes unanswered phone calls and messages, the problem multiplies. When callers sense that their calls might not be returned, they tend to call more frequently. THE TRIAGE PROGRAM To help agents deal with their backlog woes, we recommend the Triage Program. Triage originated with Korean War and Vietnam-era field hospital procedures that treated incoming patients according to the severity of their wounds. Relatively minor injuries waited, while life-threatening wounds were treated even though the minor wounds might've reached the hospital first. Translating triage procedures to the agency environment requires setting priorities and managing backlog and workload. SETTING PRIORITIES Rate every item in your backlog as either: A' (must be done first — both urgent and important) ... daily production. TRIAGE BACKLOGS AND WORKLOADS Once you've set priorities for your backlog and workload, you're ready to triage and attack the backlog. The rules are: Handle all of today's work today. If an item came in today, whether from phone or mail, complete it today. If your staff can't process normal incoming work every day, you don't have a backlog problem, you have a staffing problem (either not enough staff or staff who aren't fast enough to accomplish a day's work in a day) . If you suffer an unusual influx of work in any single day, complete all A' and B' priority items before moving to Rule 2. Attack the oldest A' priorities in backlog and work forward to the most current A' priority. After eliminating all of the ...