HBI Scoring
Overview
The HIRECAR Behavioral Index (HBI) is the primary qualification metric for operators in the HIRECAR network. HBI measures five operator behaviors that determine routing to Revenue Lane (premium volume) or Cure Lane (remediation).
Every operator in the network receives an HBI score calculated from their trailing 90-day performance window. Scores are recalculated weekly and directly affect case routing, lead distribution, and tier access within the HIRECAR platform.
HBI < 80 → Cure Lane
The 5 Behaviors
HBI is composed of five individually scored behaviors. Each behavior is measured against a defined target and weighted according to its impact on operator quality and client outcomes.
| Behavior | Weight | Description | Metric |
|---|---|---|---|
| Response Time | 20% | Time from incident report to first operator action | Target: < 4 hours |
| Documentation Quality | 25% | Completeness of PIFR filing and exhibit packet | VDI Score ≥ 80 |
| Custody Compliance | 20% | Chain of custody log accuracy and completeness | Zero gaps |
| Resolution Velocity | 20% | Time from incident to full case closure | Target: < 30 days |
| Client Communication | 15% | Frequency and quality of client updates | Min: weekly |
Documentation Quality carries the highest weight (25%) because thorough, timely documentation is the single greatest predictor of successful case outcomes and client satisfaction within the network.
Scoring Algorithm
The composite HBI score is a weighted sum of all five behavior scores. Each behavior is independently scored on a 0–100 scale, then multiplied by its weight to produce the final index value.
HBI = (RT × 0.20) + (DQ × 0.25) + (CC × 0.20) + (RV × 0.20) + (CM × 0.15) Where: RT = Response Time Score (0-100) DQ = Documentation Quality Score (0-100) CC = Custody Compliance Score (0-100) RV = Resolution Velocity Score (0-100) CM = Client Communication Score (0-100)
Scores are calculated against the operator's trailing 90-day performance window. A minimum of three completed cases within the window is required for an HBI score to be generated. Operators with fewer than three cases receive a provisional score based on available data.
// Operator with strong documentation but slower resolution RT = 85 // Responded in ~3 hours avg DQ = 95 // VDI Score of 95 CC = 90 // Minor custody gap in 1 case RV = 70 // Avg resolution 35 days CM = 80 // Consistent weekly updates HBI = (85 × 0.20) + (95 × 0.25) + (90 × 0.20) + (70 × 0.20) + (80 × 0.15) HBI = 17.0 + 23.75 + 18.0 + 14.0 + 12.0 HBI = 84.75 // → Revenue Lane
Revenue Lane vs Cure Lane
The HBI threshold of 80 determines operator routing into one of two operational lanes. Lane assignment directly affects the volume, quality, and margin of work an operator receives through the HIRECAR platform.
- Premium volume routing
- Priority lead distribution
- Higher margin work assignments
- First Class client access
- Eligible for network expansion tiers
- Priority support from HIRECAR ops team
- Remediation period (30–90 days)
- Standards coaching assigned
- Reduced volume allocation
- Improvement plan required
- Bi-weekly score check-ins
- Restricted from new client onboarding
Operators in Cure Lane are not penalized permanently. The remediation period is designed as a structured improvement path with coaching, clear targets, and regular progress reviews. Operators who bring their HBI above 80 within the cure period are automatically re-routed to Revenue Lane at the next weekly recalculation.
Score Improvement Guide
Operators seeking to improve their HBI should focus on the highest-weighted behaviors first. The following prioritization framework provides the most efficient path to score improvement.
// Focus areas ranked by score impact 1. Documentation Quality (25% weight — highest impact) → Complete every PIFR field → Attach all required exhibits → Target VDI score of 90+ 2. Response Time (20% weight) → Acknowledge within 1 hour → First action within 4 hours → Set up notification alerts 3. Custody Compliance (20% weight) → Log every vehicle handoff → Zero tolerance for gaps → Use HIRECAR custody templates 4. Resolution Velocity (20% weight) → Set internal 21-day target → Escalate blockers at day 14 → Pre-schedule follow-ups 5. Client Communication (15% weight) → Weekly status updates minimum → Use HIRECAR update templates → Document all client touchpoints
Operators in Cure Lane are assigned a dedicated Standards Coach who provides a personalized improvement plan based on the operator's specific behavioral deficiencies. Coaching sessions occur bi-weekly until the operator achieves an HBI of 80 or above for two consecutive scoring periods.