Defining Appeals

Clients who are believed to have committed policy infractions can appeal an impending suspension.

Before you begin

Policy infraction criteria must be defined. Open the Service Infractions module to the Policies tab.

About this task

System users can trigger an appeal for a client when the case is in the Violation Alert – Delivered phase. They have a limited amount of time, a grace period, to do this. After an appeal is investigated, it can be approved or denied.

The Appeal stage has five possible phases: Investigation; Compose Suspension; Compose Approval; Delivered; and Closed.

Procedure

  1. In the Stages and Phases pane, in the Appeals phase, click the Add button:
    Plus sign in a circle.
  2. Type a Grace Period Prior to Suspension.
    The number of days and hours between when the appeal is marked denied in the software and when the suspension is enforced (that is, the day the client is suspended).
    The default grace period is two weeks (14 days).
  3. Type the Maximum Investigation Time Period.
    The maximum investigation time period defines how long a case worker has to investigate the client infraction to confirm if it is valid or not. If the case worker exceeds the investigation time period, the system alerts them (red blinkers etc. going off).
    For example, 7d 0h.
  4. Type the Maximum Time Period to Compose Message.
    The amount of time it will take the case worker to compose the letter to send to the client.
    For example, 3d 0h.
  5. In the Compose Approval area, click the Upload button:
    Piece of paper with an upward-facing arrow below a horizontal line.
  6. Choose a template letter file and click OK.
    The appeal approved template letter is uploaded.
  7. In the Compose Suspension area, click the Upload button:
    Piece of paper with an upward-facing arrow below a horizontal line.
  8. Choose a template letter file and click OK.
    Letters should be attached in .docx format.
    The appeal denied template letter is uploaded.