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.

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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

Context menu

The context menu is accessed by click on the Context Menu icon at the top left of the record.

The context menu is shown to the left. The items shown in a context menu will change depending on many factors, including whether the current record is saved.

The context menu has additional items available that relate to the Callback entry, including:

1. Calls
   1. Calls To Applicant -- records of calls made to the applicant, including the person making the call, the time and date of the call, and notes about the call; also displays prior entries
   2. Calls From Applicant -- records of calls coming from the applicant, including the time and date of the call, and notes about the call; also displays prior entries
2. Activities
   1. Time -- add a staff time entry relating to the callback
   2. View Time -- view time entries related to the callback
   3. Calendar -- add a calendar entry relating to the callback
   4. View Calendar -- view calendar entries related to the callback
3. Related Intake
   1. Eligibility Record -- the name will change based on whether a Record exists ("Edit") or doesn't ("Add")
   2. Client Record -- the name will change based on whether a Record exists ("Edit") or doesn't ("Add")
   3. New -- add a new Callback record
4. Conflict Check
   1. Conflict Check -- perform a conflict check
   2. Add To Conflicts -- add caller to the conflict table
   3. All People -- search name across multiple tables
   4. All Phones -- search phone number across multiple tables
5. Printing
   1. Print -- to print letters and forms
6. Communication
   1. Internal Messages -- send an Internal Message to another staff person about the Callback record
7. Difficult Person
   1. Add Difficult Person -- add the caller to a list of difficult people
   2. Add Non-Client Difficult Person -- add someone else as a difficult person
   3. Search Difficult Person -- search the difficult person table for entries
8. Agency Referral Lookup
   1. Agency Lookup -- search for an Agency that might be able to help the caller
9. Other Services
   1. Other Services -- add a new Other Services entry for this caller
10. Unlock Record
    1. Unlock Record -- if another person was using this record and left it open, you can unlock it for your use