Update Closure Process

Problem Statement

There is no clear trigger in the CarePortal system to the Social Worker to start the validation and closure process of a request. After the Connecting Church “Commits and Claims” a request there is no other activity to tell the Social Worker the connection has been made. This can cause communication issues between the family and the social workers when follow-ups are done.

Solution Recommendation

Create a new Leader Action to allow the church to mark a request as “Connected”. This will allow a trigger for the Leader to provide feedback on the connection process.

Once the request is marked as “Connected” the Social Worker will receive an email with the details about the connection (incl. comments provided when the status was changed). This gives a clean trigger for closure. It will also allow a follow-up email to the Social Worker after a week (or any other interval). There is also the potential to build some level of autoclosure into the system (e.g. after 30 days or no response from Social Worker) close the request without a rating.

Additional Comments

As we look at the closure process in more detail we should review the “status” of CarePortal requests in more detail. There is an opportunity to leverage the status code better which will allow better follow-up and escalation for requests in process. With the new ability to search and filter Network Leaders can manage their portfolio much more efficiently.

Recommended Status Sequence;

• Draft (see other recommendation document)
• Open
• Claimed
• Connected
• Closed
• Hold