Good Experiences. On Brand. On Budget. | 1 Midland Heart Welfare Reform Survey Training.
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Transcript of Good Experiences. On Brand. On Budget. | 1 Midland Heart Welfare Reform Survey Training.
Good Experiences. On Brand. On Budget. | 1
Midland Heart
Welfare Reform Survey Training
Good Experiences. On Brand. On Budget. | 2
Objectives
• Provide an overview of the Welfare Reform Survey case process• Access Welfare Reform Survey cases from the Lagan system• Process a Welfare Reform Survey with the customer• Submit the Welfare Reform Survey• Close a case• Reallocate cases if a customer cannot be contacted• Search for cases and add notes• Handle the cases created as a result of the survey
Good Experiences. On Brand. On Budget. | 3
What is Lagan ECM?
Enterprise Case Management
Cases
Back Office Staff
Agents
Good Experiences. On Brand. On Budget. | 4
What will you be using it for?
Customer Involvement & Regen Team• Processing and Submitting Welfare Reform Surveys• Handling Welfare Reform Survey Cases
Back Office Department Teams• Processing Housing Option Cases• Processing Money Advice Cases• Processing Employment Advice Cases
Good Experiences. On Brand. On Budget. | 5
Welfare Reform Survey Process OverviewCustomer Involv & Regen Team Back Office Teams
N
Y
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Welfare Reform Case QueuesEach team will have access to the following queues to reallocate the cases to if they cannot process the case.
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Instructor Demonstration
Demonstration of Welfare Reform Survey Process
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Student Lab Exercises