Release 2 Training Guide Application Routing

Transcription

1 Caseworker Application Processing Interface (CAPI) Release 2 Training Guide Application Routing

2 CAPI Simple Process Flow 1

3 CITRIX Everyone using CAPI will need to have a CITRIX password. At the end of this packet you will find instructions on how to obtain and change your password. CAPI Login 1. Enter your OR or P number in the User ID box 2. Enter your password in the Password box Note: your password is case sensitive. 3. Click on the LOGIN button. 4. If you have rights to only your branch, you will be automatically logged in to that branch. 5. If you have rights to more than one branch, a screen called My Branches will display (see below). You must then choose your desired branch. 2

4 Assigning Applications to Workers If you have routing rights, you should see the Unassigned Applications queue (1) when you login to CAPI. If the application you are looking for does not appear on the list, click on the REFRESH button (2) and the system will refresh the screen to add any new applications to the queue. There may be more than one page to the list and you can navigate from page to page by using the BACK and NEXT buttons (3). To search within this queue for the application, utilize the List Search (4) function by typing the last name, first name, and/or the applicant s SSN. Note: List Search is only necessary when there is more than one page of applications in this queue. You may also search for the application using the Statewide Search button (5). To assign an application to a worker, select the application to be assigned by marking the Select box to the left of the chosen application (6). Click on the ASSIGN button (7) to continue the process. 3

5 Assign to Worker Page Click the drop down arrow under Assign To (1) to choose a worker. This list will include all of the workers in the branch that have been given CAPI roles appropriate to process applications. 2. If you wish to schedule appointments in CAPI, enter the appropriate Appointment Day & Date per your branch procedure (2). You may use the calendar button (3) to display a calendar or type in the date manually. Correct date format is MM/DD/YYYY. 3. Click the Appointment Time drop down arrow (4) to choose the time of the appointment. The times are set at 15 minute increments. 4. Click the Appointment Type drop down arrow (5) to choose the type of appointment. The choices are: FTF Face to Face (office interview) HV - Home Visit (worker completes interview at client s home) CC - Phone Call Client (client will call worker at the appropriate time) WC Phone Worker Call (worker will call client at the appropriate time) 5. Click on the ASSIGN button (6) to continue assignment process. The system will display a confirmation message box to verify your choice of worker is correct (see below). 4

6 If your choice of worker is correct, click on the YES button (1) to continue the process. If your choices are not correct, click on the NO button (2) to return to the previous page to make corrections. 1 2 The system will display this message (3) on the screen below after the application has been assigned to a worker. When there are other applications in the queue, they will be listed on the screen. In this example there was only one application in the queue, so the message also reads that there is no work in the queue to be processed. 3 5

7 Transfer Application to Another Branch An application can be transferred from any of the Application Routing queues (Unassigned Applications, Assigned Applications, and Missed Appointments). If the application you are looking for is not on the queue you can click on the REFRESH button (1) and the system will display any new applications on the list. If the application is still not on the list you can click on the Statewide Search button (2) to search for the application. There may be more than one page to the list and you can navigate through the list by clicking on the Previous and Next buttons (3). In the following example we will be transferring the application for Steve Jobs to the SSP Sandbox (0000) branch. The following pages will show the steps for the transfer process. 6

8 1. Choose the application you wish to transfer by clicking the appropriate Select box (1). 2. Click on the TRANSFER OUT button (2) to continue the transfer. 1 2 The system will display the screen shown below. 7

9 3. Click on the Assign to Branch drop down arrow (3) and select the branch to be transferred to. 4. Click on the Transfer Reason drop down arrow (4) to select the appropriate reason for transfer The Transfer Confirmation box shown below will be displayed. If this is correct, click on the YES button (5). If it is not correct, then click on the NO button (6) which will return you to the previous screen so you can make corrections

10 After the YES button is clicked the system will display the queue you transferred the application from with the message (7) above it. 7 9

11 Reassigning an Application You can reassign an application to another worker from the Assigned Applications (1) and Missed Appointments (2) queues. 1. Choose the application to be reassigned by clicking the Select box (3). 2. Click on the REASSIGN button (4). 3. The system will display the view below. 10

12 1. Select the worker to whom you want to reassign the application from the Assign To drop down list (5). 2. If you wish to schedule an appointment, enter the Day/Date/Year of appointment in field (6) or use the calendar function. 3. Select the appointment time from the Appointment Time drop down list (7). 4. Select the appointment type from the Appointment Type drop down list (8). 5. Click on the REASSIGN button (9) Continued on next page 11

13 6. The Confirmation box shown below will be displayed. If this is correct, click on the YES button (10). If it is not correct, click on the NO button (11) which will return you to the previous screen so you can make corrections After the YES button is clicked the system will return you to the previous queue and where you should see a confirmation message shown below (12)

14 Missed Appointment 1 2 The MISSED APPT. button (1) is displayed on the bottom of the branch view of the Assigned Applications queue (above). Note: it is also found in the worker s My Schedule queue. It is used to send applications to the Missed Appointments queue when an applicant fails to show for his/her appointment. 1. Choose the application(s) you want to mark as a missed appointment by clicking on the Select box (1). You may mark as many of the applications as you need to on the list. Note: you must select applications with a scheduled appointment. 2. After you have selected the desired application(s), click on the MISSED APPT. button (2). Continued on next page 13

15 The confirmation box above will be displayed. If this is correct, click on the YES button (3). If it is not correct, then click on the NO button (4) which will return you to the previous screen so you can make corrections. 4. After the YES button is clicked the system will return you to the queue and display a confirmation message (5) above it. 5 14

16 Missed Appointment Queue View 1 Applications marked as missed will populate the Missed Appointments queue. To view, click on Missed Appointments, found above the List Search bar (1). Below is a view of the Missed Appointments queue: 2 3 There are two new buttons in this queue: NOTICE SENT (2) and DENIAL (3) Continued on next page 15

17 1. The NOTICE SENT button is used to record that the missed appointment notice (NOMI) was mailed. It will populate the MA Sent column (4) with a date and time when you select the application and click NOTICE SENT. You should see a confirmation message (5). 5 4 Note: CAPI will not send the NOMI. Follow your branch procedure to send the missed appointment notices. 2. The DENIAL button is used to quickly deny an application if the applicant does not complete the required interview within the 30-day deadline. The application is then removed from the branch. To deny an application for this reason from Missed Appointments, select the application, click DENIAL, and then click YES in the Denial Confirmation box (6). 6 16

18 You should then see a confirmation message as shown below (7). 7 5 Note: CAPI will not send the denial notice. Follow your branch procedure for sending notices. 17

19 How to Obtain a Citrix Password Citrix maintains the login information for CAPI, so you must first obtain a Citrix password in order to access CAPI. If you have been assigned an OR or P number (P numbers are partner number assigned to AAA and COG offices which partner with SPD), then you have rights or access to Citrix; however, you may not have been assigned a password. If you have used Citrix for remote desktop access, or if you have ever logged into the OHP Reservation list website, you already have a password and will use the same User ID and password to access CAPI. If you have never accessed these sites, or if you have lost or forgotten your password, you must contact the DHS Service Desk to get a temporary password. Once you receive a temporary password from the Service Desk, log in to Citrix using the website address listed below to create your own password. Make sure to do this immediately so that you will be ready once your branch is activated. You may contact the DHS Service Desk by calling or by e- mailing them at dhs.servicedesk@state.or.us For Groupwise users, the DHS Service Desk may be found by typing SERVICE DESK, DHS in the To field. Citrix 18

20 How to Change Your Password in Citrix This document explains how to change your password in Citrix Remote Access Portal. 1. Log in using your username and current password. HINT: Your user name is your EIN (Employee Identification Number) or your Partner number. 2. Click on the button. 3. To change your password, click the Change Password link at the bottom of the page. 19

21 4. You will now see the following page: 5. Type in your old password, followed by the new password and then confirm it. Click the button to accept the new password. Once the password is accepted, you will be returned to your applications. REMINDER: The password policy for the DHS domain is the following: Minimum of 8 characters Must contain 1 number Must contain 1 capital letter Cannot repeat the last 5 passwords Expires in 90 days 20

22 Modernization Contacts Kim Fredlund SSP Business Transition Manager Courtney Hill - SSP Business Transition Coordinator courtney.m.hill@state.or.us Brian Yarnell SSP Business Transition Analyst brian.yarnell@state.or.us Scott Ciullo Business Transition Trainer scott.ciullo@state.or.us Peggy Pierre Post Production Support peggy.pierre@state.or.us 21