Intelligent Intake

The following is an explanation of how the Intelligent Intake System works, how to set it up, and the objects that supports it. Although you don’t need to be a programmer to set up the lists of questions and documents generated, you do have to invest some time in learning how to do so since there are many options and choices that have to be made.

Overview

The Intelligent Intake System allows users to: A. Build a set of questions to ask clients in an interview that branch to other questions dependent upon the answers given.

B. Build questions that loop back dependent on the answers, such as names and ages of children.

C. Take these questions and answers and save, print and transfer them to case notes.

D. Link questions to advice directed at the intake worker and / or client, and display this advice during the interview.

E. Display prompts directed at the intake worker and client dependent upon the question.

F. Automatically generate documents, the contents of which are dependent upon the answers given by the client.

How to Use the Intake System

An Example Interview in Pictures A. The Interview begins by selecting the Intake System button on page 2 of the Client Intake.

B. This opens up the Intake System form that allows you to see a list of the old interviews on this case, review an old interview, start a new interview, go to the last completed question an old interview or generate a document for an old interview. We click on New Interview to begin.

C. There are two primary purposes for the next screen. It determines who you are interviewing and what list of questions do you want to use. Here we are not interviewing the client. Therefore we enter the information about the person we are interviewing and then do a conflict check to insure there isn’t a problem. We can select a list of questions based on problem code, special problem code, National Index Code or a unique name. Here we select the list of Heirship property questions. Press Start Interview to begin the interview.

D. There is one question and answer per page. The questions can loop, such as when entering a list of children. The questions branch, based upon the answers given by the client. The user can enter:

The answer to the question

A comment about the question and answer

See a prompt or advice that applies to the question

Go back to a previous question

Save the Answer and move to the next question

Stop the interview and store the questions and answers

E. Answers to questions can be a date, a dollar amount, a number, a memo, a letter, yes or no, or a list. Here is a list. What question you proceed to next is determined by which of the ‘multiple choices’ you select from the list.

F. Here the question provides a prompt defining ‘what an heir is’ to help the interviewer and the interviewee.

G. This question provides advice based upon a previous answer. Note to proceed the user chooses the Question tab.

H. Once that tab is chosen the interviewer confirms that the advice was given to the client.

I. Once the interview is completed the Review Interview page opens. This allows the interviewer to do multiple things with the interview.

1. They can enter a closing comment about the interview.

2. They can print out the interview. There are signature lines at the end of the document for the Interviewer and the client to sign.

3. The interview can be sent to the Client’s case notes. The interview is still saved without doing this. However, putting it with notes makes it more convenient to review.

4. We can also choose to generate a document. Here we select a form letter. A form pops up that allows us to choose who signs the letter and the letterhead that is used.

5. This is the example letter. The contents of the letter change based upon the instructions that were used to set up the document. This is a simple letter set up to show how things work.

How to Administer the Intake System

The people using this feature will fall into two categories, those who use the scripts and those who construct them. This section deals with building the scripts for intake people to use.

Accessing the Intake System control panel

1. The Control Panel is used to set up the Fixed Groups and questions, setup the documents, find existing interviews and perform error checking.

2. Since these are administrative functions and you wouldn’t want everyone to access them, only people who are administrators have permission to use the control panel.

3. The location of the button to send you to the control panel may vary dependent upon the version of Prime you are using. The button will be under the Admin section, either on the Custom Admin page or integrated into the Ribbon Bar and Touch tiles under Admin.

Interview Setup

The administrator who sets up the questions must determine how the users will find the list they need. Lists of questions can be placed under four different ‘areas’. The more specific the area, the easier to construct the questions. For example, it is easier to construct a list of questions based upon the Special Problem Code of a ‘lockout’, then to try and do a list of questions based upon the much broader Problem Code ‘landlord tenant law.’

Note: When we speak about naming a group of questions, it is referred to as a Fixed Group. Second, the ‘name’ of a Fixed Group can be a name such as ‘lockouts’ or a number such as 3210, which might be a Special Problem Code representing a divorce with children and violence. To avoid confusion it might be best to name your Fixed Groups using only one area, such as Special Problem Code. That way your staff won’t have to look in the four areas.

1. You have a choice of using the following for naming the ‘Fixed Group’:

a) The Problem Code

b) The Special Problem Code

c) The National Index Code

d) A special name for the Fixed Group, such as ‘Veterans Project’

2. Click on Add a Fixed Group to put in a new list of questions you want to use. The form setting the Fixed Group is very simple.

3. The gray part of the form has two purposes:

a) It is used to see ALL the codes under problem code, special problem code and national index code, Or

b) By checking a box it can be used to show those codes or special names already used.

4. Each Fixed Group must have a unique name or number. For example, you couldn’t have two lists of questions for a special code (example: 6321, lockout) that stood for lockout. If you needed another set of questions, you would create a second code (example: 6322, lockout – medicine). You would do this under Admin, Setup tables, Special Problem Codes.

Questions

Next decide on the questions you want to ask.

1. Write down the questions that need to be asked.

2. Decide on the type of answer that will be given:

a) A Number

b) A Date

c) A Money Value

d) A Memo

e) A Letter

f) Yes / No

g) A List

3. The Question Build form is where you put in the question and decide on the action to take based upon the client’s answer.

4. Determine the branching for a particular answer. The questions do not follow a linear order, but can jump around and loop back based upon the answer given by the client. This can be a simple yes/no answer or more complex, such as fitting the answer into a range of income. If so enter that test as a single value, e.g., $150, or as a range, e.g., 1/1/19-6/1/19. (The field does not show above, since it is a Yes/No answer.) That way the answer can be compared to the test range. For example, the question might read, “To qualify, your income must fall within a certain range. What is your income?”

5. The type of answer determines the actions that can be taken. Memo fields never branch but always go to either the set Path 1 or to the end of the interview. Another example is a Yes/No answer. The Administrator can decide to always direct the next question to Path 1, send it to Path 1 if Yes, Path 2 if No, or End the Interview after the answer.

6. For a number or dollar field after the client answers, should the interview:

a) Always go to a particular question (Path1)

b) Go to Path 1 if the answer is Yes, Equal To or Falls Inside of a Range, otherwise go to Path 2

c) Go to Path 1 if the answer is Less Than or Less Than a Range, otherwise go to Path 2

d) Go to Path 1 if the answer is Greater Than or Greater Than a Range, otherwise go to Path 2

e) Go to the End of the Interview

7. If a List Answer, the Admin can enter an unlimited number of possible choices, with each choice branching to a separate location (question number). For example, “What county do you live in?” Dependent on the client’s answer, they could be directed to different advice or follow up questions. Below is an example with three counties. Depending upon your answer, you would be sent to one of three follow-up questions.

8. If you desire to give advice, you can do it by placing the advice in the follow-up questions. For example, “Do you owe rent?” If the client answers yes, they could be directed to a question that first displays advice about owing rent and then asks the Interviewer, “Did you provide the advice to the client?”

9. If you click on the ‘Does this question have advice associated with it’ box and tap the ‘Pick Advice’ button, it takes you to this tab. You can then find the advice you want using the Search for Word field and include it as part of the question by clicking Choose next to the desired Advice Number.

10. This is the second tab of the Question Builder. I shows the questions already in the system for that Fixed Group. Double clicking a questions allows you to open it up for editing. You CAN also edit directly on this page. This is very convenient for entering the numbers of the questions that follow others.

11. Because the questions branch, each interviewer may see a different set of questions or see them in a different order. The final interview might look quite different for each client, determined by the answers they gave. This is because the order in which questions are seen (or whether they are seen at all) is determined by the answers given by the client.

Document Construction

Administrators need to do this when constructing a Document

1. Determine the type of document. There are any number of types of documents that can be built and used in the Intake System. These include:

Letters to send to clients or others

Summary of the Interview

Advice forms to give to clients based on their answers

Pleadings for court

Application forms

Follow-up documents requesting more information based on their answers

2. Determine which Fixed Group of questions will be used.

3. Go through and determine what action will be taken as a result of the response to each question.

a) Do Nothing

b) Always Do Choice 1

c) Do choice 1 if the answer is Yes, equal to or within the range of the test, otherwise do Choice 2.

4. Choose a Template to Apply or construct one and add it to the list of Templates. A template is an Access Report that goes through the questions and answers and adds things to the document dependent upon the client’s answer. Below is the template for constructing a form letter. It puts in the client’s address and then proceeds to populate the letter with paragraphs that are set by the setup and the client’s answer.

Objects in the Intake System

Tables

1. InActionTake

This determines what action is taken in response to a question.

a) Action Applies To Field

(1) COM applies to all questions, except Yes or No,

(2) All applies to all questions and

(3) YON applies to just Yes or No Answers.

2. InActionTakeDocList

This holds a list of Document actions that need to be taken when a certain answer is given to a list question.

a) The Document ID

b) The Question Num

c) The LISD

d) The Document Build Action

e) The Document Build Paragraph 1

3. InActionTakeList

The actions taken during the interview that show what the next step will be if a certain answer is chosen from the list. Unlike the normal question, an answer to a list answer can only have one action. This action is to go to a particular question. This each record in this table holds the possible answer to a question and the number of the next question if that answer is selected. For example, a list of counties might provide the following actions to take based upon the client’s answer:

Cabell go to question 5

Fulton go to question 6

Washington go to question 7.

4. InAdvice

Holds advice that can be linked to specific questions. One piece of advice can be linked to multiple questions. If a question is linked to a piece of advice, the advice is displayed BEFORE the question is displayed. The advice held in this table is COPIED into the answer.

5. InAnswers

This table holds:

a) A unique identifying number

b) The Interview number

c) The case number

d) The Question number

e) The Client’s answer, either a number, letter, dollar amount, memo, date, Y/N or a selection from a list.

f) Advice given to the client, along with the issue the advice is based on.

g) Any prompt provided to the question, such as a definition of what a heir to property is.

6. InDocBuild

This holds the instructions on how to build the document in response to the client’s answers. It includes:

a) A Unique number

b) The Question number

c) The number of the document it applies to

d) The Fixed Group it applies to.

e) The Action to take dependent on the question

f) The action to take based on the answer

g) Paragraph 1 that can be inserted

h) Paragraph 2 that can be inserted

7. InDocTemplates

This holds the list of document templates that will use the client’s answers, InDocBuild table and the list of questions to build the document.

8. InDocuments

This is the definition table for each document constructed. It contains:

a) The document type

b) A comment describing the document

c) The Fixed Group it is dependent on.

d) The beginning number of the Fixed Group

e) The staff number of the person who created it

f) The Template name it uses

9. InFixedGroup

This is the definition table for the groups of questions. It contains:

a) The Fixed Group number or name

b) The group’s description

c) The beginning number of the question the group starts with

10. InInterview

This is the definition table for the interview. It contains:

a) The interview number

b) The case number of the case

c) The staff number who did the interview

d) The date of the interview

e) An optional comment about the interview

f) Whether the interviewee is the client

g) If NOT the client, name, address, phone and relationship to the client of the person who is being interviewed

h) The Fixed Group of questions used for the interview

i) The beginning number of the question that starts the interview

j) An Optional Ending comment about the interview

11. InQuestions

This contains:

a) A Unique number

b) The Fixed Group the question belongs to

c) The question

d) The Type of answer, e.g., Memo

e) The Question number of Path 1

f) The Question number of Path 2

g) Any values to test the client’s answer against, such as a date or dollar amount

h) Any prompt to display

i) The Action to take based on the answer

Forms

1. FInDocLetter

This form allows the choice of who signs the letter and the letterhead to use. It also sets the document to use.

2. FInterviewsOnCase

Form that shows up when the Intake System is selected on the Client Intake. Lists old interviews on the case and allows the users a series of options, such as generating documents, going to an old interview, etc.

3. FQInInterview

Is the sub form that lists the information about the interview and the questions and answers. Used on the review sheet that appears at the end of the interview.

4. inpInActionDocListsub

Sub form that allows the administrator to set the action to take when a particular list value is selected as an answer when generating a document.

5. inpInActionTakeListsub

Sub form that allows the administrator to set the action to take when a particular list value is selected as an answer when generating a document.

6. InpInAdmin

The Administrative switchboard for managing the intake system.

7. inpInAnswers

This is the form filled out by the Interviewer after filling out the introduction to the interview page identifying who is being interviewed, etc.

8. InpInCodeHelp

This help form displays the usual codes used in the system and what they mean.

9. inpInDocBuildQ

Sub form that is used when setting the action to take in a document based upon the client’s answer. Allows the administrator to see the whole question and see where the user is sent dependent upon their answer.

10. inpInDocument

The introduction to the document building that defines the name of the document, beginning question number, when it was built, type and name of the document and the Fixed Group it belongs to.

11. inpInDocumentBuild

This is the form filled out after filling out the introduction to the document, inpInDocument. It builds the steps to take in the document based on the questions and the client’s answers.

12. inpInDocumentBuildsub

Part of the inpinDocumentBuild form, this subform is where the instructions on how to handle the list questions in a document is set up.

13. inpInDocumentQsub

Part of the inpInDocument form, this provides a ‘search’ screen that shows the list of questions, the actions and allows you to edit them or go to them on the form.

14. inpInFixedGroup

The introduction form filled out before developing the questions. It defines the name of the group, when it created and other basic information.

15. inpInInterview

The introduction form filled out before beginning the actual questions in the interview. It links the interview to the case, defines who is being interviewed, allows a conflict check and defines the Fixed Group of questions that will be used for the questions.

16. inpInInterviewReview

This is the review sheet that appears at the end of an interview. It allow the user to review the answers, enter a closing note about the interview, send the interview to their casenotes, generate a document or print out the interview.

17. inpInterviewReviewDocs

Obsolete form not currently in use.

18. inpInInterviewssrch

Search form that allows the administrator to find a particular interview and move to the client intake to review it.

19. inpInPickAdvice

This form, available while building questions, allows the user to link a piece of advice to a particular question. Additional advice call also be added using this form.

20. inpInQuestions

Questions are entered and defined here. This links the question back to a particular Fixed Group. This is where the actions taken, format of the answer, the prompt and other features of a question are entered.

21. inpInQuestionssrch

A screen used to locate a question. This allows the user to see all the questions under a particular group. Double clicking opens up a form allows the question to be edited and saved.

22. inpInQuestionssub

A subform on the inpInQuestions form allowing users to review the questions in a Fixed Group and switch to and edit a different one.

23. inpInQuestionsssubsub

24. srchInQuestions

A traditional search screen used to locate a question. This allows the user to see all the questions under a particular group. Double clicking opens up a form allows the question to be edited and saved.

25. Code behind the inpClients button

If you add a button to clients to open the intake system, it should look like this:

DoCmd.OpenForm "FInInterviewsOnCase"

Forms!FInInterviewsOnCase!CASENUM = Me!CASENUM

Reports

These are the Templates for producing documents

1. RInDocTGeneric

This is a generic template that generates a summary of the interview based upon the information in the InDocBuild table. It could be

2. RInDocTLetter

This is a generic letter template that can be used to create customized letters based upon an interview. It can be used for an opening letter and is provided with example data showing how this is done. It is set up to read the information from InDocBuild table and include information in the letter based upon that table.

3. RInInterviewPrint

This report provides a printout of the interview with signature lines for both the interviewee and interviewer. Both of this can be made invisible or ignored if you don’t wish to use them.

Queries

The error checking queries can be run off of the Admin Screen for the Intake System and there is a tab on the Question builder that allows you to run them.

1. QInAnswerQnumNotMatchQs

Error Checking, finds Answer records that don’t match any questions

2. QInDocBuilder

3. QInErrorCheckQuestionsNotUsed

Error Checking, finds Questions not used with any Fixed Groups

4. QInErrorCheckUsedQuestionNumbers

Error Checking, finds a list of question numbers that are used in Fixed Groups

5. QInErrorNoStartingNumber

Fixed Groups that don’t have a starting number.

6. QInInterview

7. QInInterviewsrch

Modules

No separate modules exist. The necessary code is behind each form or report.