Web:Callback

Callback

The Callback record tracks basic applicant/client information together with calls made from and to the applicant/client.

Add

To Add a new Callback record, from the Main Menu, choose Add-->Applicant-->Callback.

Edit

To Edit an existing Callback record, from the Main Menu, choose Search-->Applicant-->Callback. Use the search screen to find the appropriate Callback entry and open it.

General Callback Entry

Problem, Date, Time, Name

The first section of the Callback entry holds the problem type (code), the unique, assigned Callback ID, the date and time the callback entry was originally started, and the caller's name.

File:Screen Recording 2020-08-06 at 2.56.07 PM.mov

Callback Information

The second section of the Callback entry (Callback Information) holds additional information about the original contact with the caller. To hide this information, click on the heading when it says "Hide Callback Information". To expand when hidden, click on the "Callback Information" heading. This section contains the following items:

1. Staff person taking the call
2. The office associated with the entry
3. The unit associated with the entry
4. A linked case entry (if any)
5. The caller's phone number
6. The language preferred by the caller
7. Whether a TDD is necessary
8. Best time to call
9. Whether an emergency is involved
10. Whether the client was called back
11. Whether a call series was completed
12. The number of calls to and from the caller
13. Whether citizenship has been verified
14. Status of citizenship
15. Notes (together with the ability to use canned notes, standard questions, and a zip code locator)

File:Screen Recording 2020-08-06 at 3.05.16 PM.mov