Defining Warnings

Warning letters are composed in Warning Alert stages.

Before you begin

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

About this task

The Warning Alert stage allows system users to determine if the infractions identified by the system are valid and compose an appropriate warning letter. Warning Alert stages are optional, but more than one can be created if needed.

Warning Alert stages have four possible phases: Investigation, Compose Warning, Delivered, and Closed.

Procedure

  1. In the Policy Stages and Phases pane, in the Warnings phase, click the Add Warning 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 of infractions, this starts the investigation period to determine if the client should be penalized. If warranted, they will receive a warning letter.
    For policies that use multi-period cases, any value can be used as the threshold value. If multi-period cases are not used, then the threshold value must be greater for each subsequent stage.
  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 maximum investigation time period, the time counter in the case card turns red.
    For example, 2d 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. If the case worker exceeds the maximum composition time period, the time counter in the case card turns red.
    For example, 3d 0h.
  5. Select Pre payment of Fare Required check box.
  6. In the Printed Letter Template area, click the Upload Letter Template button:
    Piece of paper with an upward-facing arrow below a horizontal line.
  7. Choose a template letter file and click OK.
    Letters should be attached in .docx format.
    The warning template letter is uploaded.