Applicant--Callback

You can actually start the intake with the Call Back sheet and copy the applicant’s information to Eligibility or Clients to proceed further.

Purposes

The Call Back System has 4 primary purposes. It can be used to:

1. Record new calls from the answer machine.
2. Schedule calls to be returned at a later time or date,
3. Track basic advice given to callers or applicants throughout the day, and
4. Track calls to and from clients.

Adding a new Record

To enter a new Call Back record, go to Add Applicant Call Back. If you start with Eligibility or Client, there are Call Back buttons on both of those forms that will either open up a related Call Back record or create a new one for you.

Applicant Information Tab

The Callback intake sheet stores its information in the Callback table. Many of the fields have defaults but these can easily be changed, as explained in the Administration section.

1. Required fields are marked with an (*)
2. Client Lookup – Described in Eligibility
3. Problem (Problem Code or Pcode) – Described in Eligibility
4. Auto # – This gives the call back record a unique identifier (different from the case number described in Eligibility)
5. Date of Call – Defaults to the current date (can be changed)
6. Time – Defaults to the current time (can be changed)
7. Staff taking Call – Defaults to the staff member logged in (can be changed)
8. Office – Defaults to the office number of the staff member logged in (can be changed)
9. Unit – Select a unit if necessary
10. Related Case Number – If the Call Back record saved and sent to a new Eligibility Slip or Client Record, then the related case number will show here. A case number does not appear here until you Save/Send the information and then return.
11. Caller Name – Enter the First, Middle, Last Name, and Ext if applicable
12. Caller Phone – The best number to reach the caller
13. Language – Primary language for caller
14. Need a TDD? – If a Caller is hearing impaired and needs a Telecommunications Device for the Deaf for you to consult with them, check here
15. Best Time to Call – Type in the best time to reach the caller
16. Is this an Emergency? – If it is, check here
17. Was Client Called Back? – If they were, check here
18. Call Series Completed? – If the call is complete (no call back necessary), check completed and close the record
19. # of calls To and From – This field will automatically populate as you enter information in Calls To the Applicant and Calls From the Applicant.
20. Canned Notes and Questions – Standard advice, comments, and questions that can be used in the call back notes. When entering questions, enter your answer in the spaces given (Described in Eligibility)
21. Citizen Check and Status – Check here if you checked citizenship and the status of their citizenship
22. Zip Code Locater – if this is filled out, the caller’s County, State, and Zip Code will be saved in the notes field
23. Internal Message – Allows messages to be sent to other staff members (Described in Home Screen)
24. Difficult Person – Described in Difficult/Dangerous Person
25. Calls To the Applicant and Calls From the Applicant tabs – These tabs record the calls made TO the Applicant and FROM the Applicant; enter the code for the call, e.g., spoke with the client or left message, the staff who made or took the call, and notes regarding the call

Conflict Check - Agency Referral Tab

1. The Conflict Check tab works in an identical fashion to the one on Eligibility and Clients.
2. The main difference is that you can’t add an adverse party. However, some forms such as Search All People, allow you to check another name.
3. Agency Referral – This allows the tracking of referrals of applicants. If you wish to refer this caller to another agency,
   1. Click on the Agency Referral button, which will take you to a search screen of a list of Agencies
   2. You can sort this list by County Served or Subject, do a Multi-Criteria search that will allow you match several subjects and counties, and choose an agency or agencies for this caller.
   3. Once you choose one or more agencies, their numbers will appear next to Agency 1, Agency 2, or Agency 3
   4. Agency Referral is discussed more in depth under the Client Intake.
4. Other Services – Allows you to enter an ‘other service.’ Other Services are services you provide to applicants and the community other than case work.
   1. If the Callback proceeds and becomes a case, you cannot also count it as an Other Service.
   2. However, if all you do is make a referral and the application never goes further, you can enter an Other Service.
   3. There is a requirement by LSC to track activities other than just cases and this can be useful for a program even if they don’t have LSC funding. This is discussed more in depth under Other Services.

Buttons across the top of the Call Back form

1. Save/To Elig – Saves the information entered on this form, starts an Eligibility slip for this caller, and copies much of the information over
2. Time – This button will take you to a Time Keeping form, wherein you can track the time spent on the Intake (Described in Time Keeping)
3. Save/Stay – Save this information and stay on this form
4. Add – Saves the Callback record and opens a new one.
5. Print – Print this form.
6. Calendar – Creates a calendar event for this call back (Described in Scheduling)
7. Save/To Client – Saves the information and copies the information to a new Client intake.
8. Close – Saves the information and returns you to the menu system.