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Instructions for the Front Desk SOP

Purpose #

This SOP is to assist staff who are filling in/providing relief in the Resource Center and this is typically not their job duty.

 

Getting Started #

  1. What You Will Need to Open:
    1. FAMIS, ITRACKER, CURRENT, ECM (File Room), ECM COVER SHEET, and APPOINTMENT SCHEDULER.
  2. Printer Set-Up in FAMIS:
    1. You will need to STRM each session in FAMIS so you will print to that specific printer.
      1. Clear your screen, type “STRM” and press enter.
      2. Tab to the Printer ID: and type your Local Printer ID then press F5 to update. It should now show the Local Printer as your Printer.
      3. Repeat this for each open FAMIS session.

 

Walk-ins #

  1. Participant Requesting to Speak with Someone:
    1. Staying in Lobby:
      1. Get participants DCN from FAMIS, explain the average wait time, date stamp any documents they have, get Voter card request signed if they are turning in an application or REIN/MCR, make sure all MCRs have all questions answered and there is a signature in case client decides to leave, scan any documents/applications they have provided to your email then drag/drop to the ECM, then enter them in Current and put them on a phone.
      2. The last appointment for the day will need to be entered in Current by 3:30 p.m.
    2. Not Staying in Lobby: 
      1. Advise participant they will need to call into the FSD INFO line, 855-373-4636, or come back into the RC at a time that is better for them.

 

Entering in Current #

  1. How to Task in Current:
    1. Creating the Task:
      1. Originating Office: Your Local Office
      2. Access Point: Lobby
      3. Household: ID Number – DCN, First & Last Name
      4. Task:
        • Purpose of the visit
        • Phone Number for them to call.
        • East SW Lobby Queue
    2. Copy the 3 lines that you listed under Task:
      1. Under ADD: Select Activity and Program then paste the 3 lines you copied under the Add Notes section, then click ok.
    3. If they have an appointment:
      1. While creating the task click the “Express” box so there is a checkmark in it. This will push them to the top of the waiting list; only click the Express box for appointments.
    4. Last Click Add Case (top right side of screen).
  2. Locating the Case:
    1. The case should now be under the Waiting cases tab in the Middle of the left side of the screen.
      1. Filter to Search the Case:
        • Organization: Missouri
        • Access Point: Lobby Rural
        • Office: Your Local Office
        •  Click “Apply” to search.
  3. To Check Wait Time:
    1. Filter to Find Wait Time:
      1. Organization: Missouri
      2.  Access Point: Lobby
      3. Click “Apply”
      4. Sort by “Actual Wait Time” arrow and the longest wait time will be at the top.
      5. Check the “Triage Remarks” to see what program is listed.
      6.  MAGI cases typically take longer then FAMIS cases.

 

Drop Offs #

  1. Dropping off Applications/Verifications in person or drop box and not staying for an interview:
    1. Date stamp all papers, enter any applications in ITRACKER with voter card response, make sure all MCRs dropped off have all questions answered and there is a signature, write DCN on application/verification and make a Current Coversheet for them. You can include Separator sheet and put in designated bin until you are ready to take to the scanner bin.
  2. Drop off verifications needing scanned to ECM: 
    1. Put a separator sheet first, the documents after the separator sheet, then the generated coversheet last and paper clip together and put in the designated bin.

 

ITRACKER #

  1. When entering applications in ITRACKER, Current office is your local county RC, then Click continue.
  2. MAIL IN/DROP OFF
    1. Any applications received by mail or in the drop box will be under the “Mail In” tab.
    2. You will click “New Mail in Case”, enter DCN and click Search.
      1. If they are known to ITRACKER, it will populate their name.
      2. If they are not known to ITRACKER, you will need to enter SSN, first and last name then click add. Next click on the “No Address” and click “Save” and it should populate the name and DCN.
    3. Once DCN is populated, under “Mail in Details”, click the drop down for Reason field and click on whatever they are turning in (Specific type of Application, Annual Review for any Rein, Mid Certification Review).
      1. Then click on “Sub-Reason” if it is a Rein that is turned in and it will want to know what type of Rein was received.
      2. Then under “comments”, you can type what was received.
      3. Voter Card:
        • If they turn in a voter card, click Yes under “Voter card information” then click drop down on “Registered to Vote” and click whatever response they marked.
        • If they didn’t return a completed voter card, just click No under “Cards Collected”.
      4. Then click on “no Assignment” under Mail in Assignment then click SAVE at the bottom.
  3. IN PERSON:
    1. IF they turn in application and want to stay for an interview:
      1. Click on the RC Greeter tab, “New RC Greeter Walk in Case”.
      2. Enter DCN under Client Search field and follow same steps above for adding them if they are unknown to ITRACKER.
      3. Click on “Reason for Visit”, enter what was received under the “Comment Field”, go ahead and click “No Interview”.
      4. Complete Voter Registration information section and click SAVE.
  4. Multiple Items Turned in:
    1. IF they happen to turn in multiple items like FS application, MHABD REIN at the same time just enter under 1 of the items, but then on the comments, indicate they turned in what specific multiple documentation was returned.

 

Scheduling Appointments #

  1. Refer to the following SOP for information.
    1. Appointment Scheduler SOP
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