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Overview
This article provides the specific timelines CarePortal uses to determine the status or action of a request based on its urgency level.
Intended audience
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Normal (7–10 days) urgency level
Request expiration: When a new Agency request is entered into the CarePortal platform, the request must be approved by an Agency Rep or a Supervisor within four business days — otherwise it will not be seen by any responders. Before a request expires, the submitting caseworker will be alerted with one reminder email to follow up with their approvers.
Request escalation: The CarePortal platform will escalate open requests to include more Churches and community partners after five days with no responses.
Request automatically closed: The CarePortal platform will automatically close open requests after 50 days with no responses.
Reminders to review: If a request receives a response, it will not expire, escalate, or automatically close — to give the caseworker the opportunity to enter feedback when closing the request. They will be reminded to review the request 14, 28, and 42 days after creation.
High (72-hour) urgency level
Request expiration: When a new Agency request is entered into the CarePortal platform, the request must be approved by an Agency Rep or a Supervisor within four business days — otherwise it will not be seen by any responders. Before a request expires, the submitting caseworker will be alerted with one reminder email to follow up with their approvers.
Request escalation: The CarePortal platform will escalate open requests to include more Churches and community partners after two days with no responses.
Request automatically closed: The CarePortal platform will automatically close open requests after 40 days with no responses.
Reminders to review: If a request receives a response, it will not expire, escalate, or automatically close — to give the caseworker the opportunity to enter feedback when closing the request. They will be reminded to review the request 10, 20, and 30 days after creation.
Critical (24-hour) urgency level
Request expiration: When a new Agency request is entered into the CarePortal platform, the request must be approved by an Agency Rep or a Supervisor within four business days — otherwise it will not be seen by any responders. Before a request expires, the submitting caseworker will be alerted with one reminder email to follow up with their approvers.
Request escalation: The CarePortal platform will escalate open requests to include more Churches and community partners immediately.
Request automatically closed: The CarePortal platform will automatically close open requests after 30 days with no responses.
Reminders to review: If a request receives a response, it will not expire, escalate, or automatically close — to give the caseworker the opportunity to enter feedback when closing the request. They will be reminded to review the request seven, 14, and 21 days after creation.
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