I work online in a social services environment that I'm going to decline detailing, but know that our client require regular, one-on-one contacts from those who service them. I'll call my coworker Shelly. She works as support to me as two other coworkers (Kurt and Jane), but we're all seen as equals because her support work is so detailed, but I am considered the lead for the team due to my seniority. The problem was, she didn't do her support work for the first two months she was placed with us, leaving us to scramble and cover for her so our clients didn't complain (as far as certain clients are concerned, Shelly and I take equal responsibility for them, so if they complained, they complained about both of us). Her support work involves things that Kurt, Jane, and I are not trained to do, and we tried unsuccessfully to talk with her about keeping up with her tasks. Finally, we lodged a group, formal complaint against Shelly. She was placed on a Performance Improvement Plan, which, among other things, meant that all written communication had to carbon copy two of our bosses. Shelly became extremely PA and made co-working with her difficult.
Fast forward to last week. Shelly is officially completed her Performance Improvement Plan, but her work is slipping again, with open work sitting in her queue since November. Per protocol set up by our bosses, I copied them on an email to Shelly asking her to catch up on the work that out of date. She caught me on private messaging the next afternoon, complaining that she had stayed up all night and that I was getting her back into trouble. When the four of us met online for planning, Shelly demanded that we no longer talk about her with our bosses and to come to her directly with problems. This had been unsuccessful in the past, so I'm not sure how well it will work in the future.
My question, if you have stuck with me, is how to handle working with her in that future. She continues to neglect her work, and is now partial to borrowing / stealing my material instead of creating her own that is tailored to our shared clients' more special needs. She's let us know that the next big slip-up she makes, she will be fired. It sounds like she wants us to cover for her. I'm also worried about my coworker Kurt. He is so frustrated, he is considering transferring to another team. It wouldn't surprise me if he intentionally complained about something just to be rid of her. How do I handle his concerns and frustrations?
Thanks in advance. This is a bit of a doozy.