Defining Violation Alerts

Violation alert letters, or suspension letters, are sent to clients before they are suspended.

Before you begin

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

About this task

The Violation Alert stage immediately precedes a suspension and has four possible phases: Investigation, Compose Suspension, Delivered, and Closed. Some policies may not have Warning Alert stages, but they will have a Violation Alert stage.

When a suspension is issued, the system stops scheduling trips and updates the PASS client record with the suspension date.

Procedure

  1. In the Stages and Phases pane, in the Violation Alert phase, click the Add button:
    Plus sign in a circle.
  2. Type a Threshold Value.
    For example, 2.
    The threshold value may represent a whole number or a percentage, based on the Threshold Calculation Type. If percentage is used, type the Min Number of Infractions or Min Infraction Points. (This defines the minimum number of infractions or infraction points that must be accumulated before the system checks to see if the case meets the defined percentage threshold value.) First warning percentage threshold values can be defined as 0.
    When the client reaches the threshold value, the case is moved into the Violation Alert stage. This starts the investigation period to determine if the client should be suspended. If warranted, they will receive a suspension letter.
  3. Type a Grace Period.
    The number of days between when the violation letter is marked delivered in the software (that is, the day the letter is printed) and when the suspension is enforced (that is, the day the client is suspended). This gives the client time to appeal the suspension.
    For example, 14d 0h.
  4. 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 maximum investigation time period, the time counter in the case card turns red.
    For example, 2d 0h.
  5. 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. If the case worker exceeds the maximum composition time period, the time counter in the case card turns red.
    For example, 3d 0h.
  6. Select Pre payment of Fare Required check box.
  7. In the Printed Letter Template area, click the Upload Letter Template button:
    Piece of paper with an upward-facing arrow below a horizontal line.
  8. Select Pre payment of Fare Required check box.
  9. Choose a template letter file and click OK.
    Letters should be attached in .docx format.
    The suspension template letter is uploaded.