We compiled an overview of the tasks and work processes of the specialists of victim support of the Estonian Social Insurance Board (SKA) to help SKA improve the workflow of its employees.

What did we find out?
Based on the data collected through work diaries, we created a dashboard of victim support specialists’ work processes. As illustrated by the example dashboard below, victim support specialists accure a lot of overtime. Most of their time is allocated to counselling victims, related reporting, and meetings. In addition, we collected ideas from victim support employees on reorganising the work so that employees can focus on what is most important.