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. 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

Agency Referral Information

The third section of the Callback entry (Agency Referral Information) holds additional information about referring this caller to other Agencies who may be of assistance to the caller. This section contains the following items:

1. Agency 1
2. Agency 2
3. Agency 3

File:Screen Recording 2020-08-06 at 3.11.26 PM.mov

Use of the Form

Expanding/Collapsing Sections

Sections (other than the top section) may be expanded or collapsed to display or hide the information within those sections. This can help with viewing the screen.

To expand a collapsed section, click on its header. To collapse an expanded section, click on its header. Multiple sections can be expanded at the same time.

File:Screen Recording 2020-08-06 at 3.16.22 PM.mov