ASO Call Flows — original pdf

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311 Agent receives citizen phone call Agent identifies call as Animal Services Assistance Request issue Agent fills out and saves Animal Services – Assistance Request SR Animal Services Employee Reviews SR No contact required Animal Services employee Animal Services Employee closes SR SR Closed SR Review Contact caller Animal Services Employee assists caller s s e c o r P - t s e u q e R e c n a t s i s s A – s e c i v r e S l a m n A i e c a f r e t n I - t s e u q e R e c n a t s i s s A – s e c i v r e S l a m n A i SR Not Currently on an Interface e k a t n I - t s e u q e R e c n a t s i s s A – s e c i v r e S l a m n A i Animal Services – Assistance Request SR Use t hi s SR for requests for records, inquiries about impounded/surrendered animals, adopt ions, etc. or updates to Found Animal reports. Citizens request ing a bite report from a previous animal bit e should be referred to http://www.aust in.gov/pir or they can send an email to publicinformation@ austintexas.gov where they can request the bit e record. If they do not have computer access t hey can go to t he Austin Animal Center where they can fil l out the request in person. Do not submit an Sr for cit izens asking if thei r pet is at the Ani mal Center. Indivi duals wi th missing pets must go to the shelter to search for their l ost pet. They can also view the animals onl ine at http://austintexas.gov/page/view-lost-pets. Animal Services cannot verify someone’s pet ov er the phone 1. What kind of assistance do you need? SLOV Need a copy of a record Wants info on i mpounded/surrendered animal Wants info on an animal up for adoption Other – explain i n the description field Was contacted by Animal Control [CC STAFF ONLY] – SR Update Wants to give/get a dog house Is my pet at t he shel ter? Need a copy of a record Assist ance? Other Continue to question 5 Wants info on impounded.. Was contacted… Wants to give/get... After l eaving details in description line. Go to questi on 7 Go to questions 2 and 3 Wants info on animal...adoption Is my pet at the shelter Change SR type to Animal Cont rol – Assist ance Request Please v erify that citizen already has an application on file. If so, go to questi on 4. If not, explain the process. No information is usually gi ven without an applicat ion [CC STAFF ONLY] Continue to question 6 Do not submit an SR for citizens asking i f their pet is at t he Ani mal Center. Indivi duals wi th mi ssing pets must to to t he shel ter to search for their lost pet. They can also vi ew the animal onli ne at http://www.austintexas.gov/page/view-lost- pets. Animal Services cannot verity someone’s pet ov er the phone. 2. What kind of animal? SLOV Dog Cat Rabbit Other (detail in description field) 5. What kind of record? (go to question 7) MLOV Vaccination/Medical Records Adoption Records Other (detail in description field) Free Text 3. When was it surrendered? Free Text 4. Please provide Animal ID number if known. (go to question7) Free Text 6. What is the SR# and the change/ update? (skip question 7) Free Text 7. When is the best time to contact you (12 noon – 7pm M-F or 12 noon – 5pm S-S) Non-updateable Callbacks are usually made within one business day End of process. SR Saved Animal Services – Assistance Request Auto-Created Review Request Outcomes Completed Completed – Close SR Referred to TXDOT – Close SR Completed Outcomes Completed – Close SR Referred to TXDOT – Close SR SR Saved SR Closed t s e u q e R e c n a t s i s s A – s e c i v r e S l a m n A i Animal Services – Assistance Request Manually Created 311 Feedback Outcomes Completed 311 Feedback Process SR Saved Message Type: Confirm SR Creation To: $$PARTICIPANT_PRIMARY_EMAIL$$ Subject: Service Request Confirmation - $$SR_NUMBER$$ Body: e g a s s e M n o i t a e r C R S Thank you for reporting your concern to the City of Austin. Your service request for $$SR_TYPE$$ has been added to the service request tracking system and assigned the unique service request number $$SR_NUMBER$$. This number is the official reference number for your service request if you need to inquire about it in the future. It can be used in conjunction with your E-mail address to obtain the latest available status via the Internet. Click on the following link to check the status of service request number $$SR_NUMBER$$. https://austin-csrprodcwi.motorolasolutions.com/StatusCheck.mvc/StatusCheck r e t r o p e R t o p S / p p A e l i b o M – t s e u q e R e c n a t s i s s A – s e c i v r e S l a m n A i SR not on Mobile App/Spot Reporter I W C - t s e u q e R e c n a t s i s s A – s e c i v r e S l a m n A i SR Not Currently on CWI p p A e l i l b o M d e i F – t s e u q e R e c n a t s i s s A – s e c i v r e S l a m n A i SR Not Currently on Field Mobile App Title: Document Type: Operational Record Title: Technical Documentation Retention Period: AV Retention Length: NA Created By: Approved By: Created Date: Effective Date: Location: Sharepoint Owning Group: Client Relations & Information Services Version: 1.1 is Vital Record: No Change Log: 7/19/2021 – updated SR Creation and Closure message names. AHT – 1.1 o f n I t n e m u c o D 3-1-1 Agent Receives Animal Control – Assistance Request Call 3-1-1 agent creates and saves Animal Control -Assistance Request SR Information transferred to Chameleon Interface Animal Protection Dispatch dispatches Officer Animal Protection Officer contacts citizen and picks up animal Animal Protection inputs notes into Chameleon Information transferred from Chameleon to CSR SR Closed in CSR with notes from Chameleon in Review Request Activity End of Process s s e c o r P p U k c i P – l i a m n A d n u o F Animal Bite SR saved in CSR Information transferred to Local App Hub (SOAP Server) Local App Hub (SOAP Server) transfers information to Chameleon Animal Protection Staff works SR and enters update in Chameleon Chameleon transfers information to Local App Hub (SOAP Server) Local App Hub (SOAP Server) transfers information and closes SR in CSR via Review Request Activity SR Closed e c a f r e t n I n o e l e m a h C If it is a business that needs an animal picked up, AP need to know so they can attempt to p/u the same day Found Animal – Pick Up SR Use this SR type to report an animal that has been found by a citizen, and they want to have the animal picked up. (They do not plan to keep the animal.) high volume of calls. Begin working steps in reunification guide. Animal Protection will attempt contact you within X hours Animal Protection will not go on to private property to pick up an animal – property owner must be present SLOV Dog Cat Other – Detail in description field What type of animal needs to be picked up? Check info reference for wildlife and other animals the shelter does not accept before completing the rest of this SR. (Deer, fish, snakes, fowl, livestock, etc.) Other Type? Cat End of Process. SR Not saved. ANIMAL CONTROL W ILL NOT PICK UP CATS. IF THE CALLER WOULD LIKE TO KEEP THE CAT UNTIL THE OWN ER IS FOUND PLEASE SUBMIT A FO UND AN IMAL REPORT – KEEP SR Dog Is the animal confined? SLOV Yes No Process Complete. SR Not Saved Change SR Type to Loose Dog, Loose Animal – Not Dog as necessary No Confined? Yes Make sure you get specific details on the location of the animal. (in yard, inside house, in garage) p U k c i P – l i a m n A d n u o F Do you know where the animal lives? Boolean Are you able to return the animal to the owner? Animal Protection will treat this as a habitual loose dog issue Is the animal habitually out? Have you tried to contact the owner? Boolean Does the animal have a tag? Or microchip Boolean Have you tried to contact the owner on the tag If animal has tag, enter tag # here: Free Text Animal protection will contact you to assist and help you determine what options are available. (reunification guide) ANIMAL CONTROL WILL ONLY PICK UP ANIMAL DURING NORMAL BUSINESS HOURS DURING THE DAY. THE CALLER MAY ALSO BRING THE ANIMAL TO THE AUSTIN ANIMAL SHELTER DURNING NORMAL BUSINESS HOURS Animal Description Free Text Do you want animal control to come pick up the animal? SLOV Yes No Please provide a landmark if animal is near or in a business Free Text You will be contacted by Animal Protection Personnel within 24 hours. Non-Updateable Note: if y ou hol d on to ani mal for 14+ day s and no owner is found finder has ownership Pictures of animal can be emailed to animal.customerservice@austintexas.gov Still valid? See information reference for any adoption question. End of process. SR Saved Yes Pick up? No IF CALLER INTENDS TO KEEP THE ANIMAL, CHANGE SR TO FOUND ANIMAL REPORT – KEEP. End of process. SR not saved Allowable Staff Aco - Coa, Aco - Tc, Aco Lead - Coa, Aco Lead – Tc ,Aco Supervisor - Coa, Aco Supervisor - Tc, Baiocchi, Michelle Busby, Victor Dalton, Kathy Dosson, Michelle Escontrais, Mike Extine, Robert Goen, Philip Gooding, Bradford Grimmer, Pamela Kollman, Robert McElhatton, Christopher Moore, April Palmer, Crystal Parsons, Mike Puntes, Jana Reyna, Yolanda Robles, Chris Rowland, Josh Seguin, Billy Ray Stoetzel, Ryan Trejo, Jesse Vasquez, Gorgonio Yates, Pauline n o i t u o s e R l Outcomes Citation Completed Completed – Close SR Current on Tags Dangerous Dog Registration Declared Vicious Educated Someone Impound Injured Animal Made contact w/ Informant/Complainant No Contact Rabies Suspect No Violation Notice Left Owner Surrender Packet Dangerous Dog Pick up Trap Quarantine at Vet Quarantine In Quarantine Out Referred to Other Agency – Close SR Referred to TXDOT – Close SR Relocate to Wild Report Taken Responsible Pet Class Returned to Owner Service Request Cancelled Set Trap Unable To Catch Animal Unable To Locate Animal Unable to Rescue Violation Violator Warning Given Found Animal – Pick Up SR Assigned to: Aco – Coa, Auto-Created Review Request All Other Outcomes Outcomes SR Saved Completed – Close SR Referred to Other Agency – Close SR Referred to TXDOT – Close SR SR Closed Outcomes Citation Completed Completed – Close SR Current on Tags Dangerous Dog Registration Declared Vicious Educated Someone Impound Injured Animal Made contact w/ Informant/Complainant No Contact Rabies Suspect No Violation Notice Left Owner Surrender Packet Dangerous Dog Pick up Trap Quarantine at Vet Quarantine In Quarantine Out Referred to Other Agency – Close SR Referred to TXDOT – Close SR Relocate to Wild Report Taken Responsible Pet Class Returned to Owner Service Request Cancelled Set Trap Unable To Catch Animal Unable To Locate Animal Unable to Rescue Violation Violator Warning Given Outcomes Citation Completed Completed – Close SR Current on Tags Dangerous Dog Registration Declared Vicious Educated Someone Impound Injured Animal Made contact w/ Informant/Complainant No Contact Rabies Suspect No Violation Notice Left Owner Surrender Packet Dangerous Dog Pick up Trap Quarantine at Vet Quarantine In Quarantine Out Referred to Other Agency – Close SR Referred to TXDOT – Close SR Relocate to Wild Report Taken Responsible Pet Class Returned to Owner Service Request Cancelled Set Trap Unable To Catch Animal Unable To Locate Animal Unable to Rescue Violation Violator Warning Given Allowable Staff Aco - Coa, Aco - Tc, Aco Lead - Coa, Aco Lead – Tc ,Aco Supervisor - Coa, Aco Supervisor - Tc, Baiocchi, Michelle Busby, Victor Dalton, Kathy Dosson, Michelle Escontrais, Mike Extine, Robert Goen, Philip Gooding, Bradford Grimmer, Pamela Kollman, Robert McElhatton, Christopher Moore, April Palmer, Crystal Parsons, Mike Puntes, Jana Reyna, Yolanda Robles, Chris Rowland, Josh Seguin, Billy Ray Stoetzel, Ryan Trejo, Jesse Vasquez, Gorgonio Yates, Pauline Allowable Staff Aco - Coa, Aco - Tc, Aco Lead - Coa, Aco Lead – Tc ,Aco Supervisor - Coa, Aco Supervisor - Tc, Baiocchi, Michelle Busby, Victor Dalton, Kathy Dosson, Michelle Escontrais, Mike Extine, Robert Goen, Philip Gooding, Bradford Grimmer, Pamela Kollman, Robert McElhatton, Christopher Moore, April Palmer, Crystal Parsons, Mike Puntes, Jana Reyna, Yolanda Robles, Chris Rowland, Josh Seguin, Billy Ray Stoetzel, Ryan Trejo, Jesse Vasquez, Gorgonio Yates, Pauline Found Animal – Pick Up SR Manually created Dispatch All Other Outcomes Outcomes SR Saved Completed – Close SR Referred to Other Agency – Close SR Referred to TXDOT – Close SR SR Closed All Other Outcomes Outcomes SR Saved Completed – Close SR Referred to Other Agency – Close SR Referred to TXDOT – Close SR SR Closed Manually Created Outcome Completed Found Animal – Pick Up SR 311 Feedback Completed SR Saved 311 – Feedback SR Created and linked to current SR n o i t u o s e R l Found Animal – Pick Up SR Manually created Animal Control Action Message Type: Creation of SR To: $$PARTICIPANT_PRIMARY_EMAIL$$ Service Request Confirmation - $$SR_NUMBER$$ Activity: Subject: Body: Thank you for reporting your city services needs. Your service request for Animal Bite has been added to the service request tracking system and assigned the unique service request number $$SR_NUMBER$$. This number is the official reference number for your service request if you need to inquire about it in the future. It can be used in conjunction with your E-mail address to query the latest available status via the Internet. Please click on the following link to check the status of service request number $$SR_NUMBER$$. https://austin-csrprodcwi.motorolasolutions.com/StatusCheck.mvc/StatusCheck e g a s s e M n o i t a e r C R S m r i f n o C Found Dog (Confined) Pick Up ANIMAL RELATED SERVICES Category Use if you found a dog that will be confined on your property until Animal Protection can pick it up. Pop-Up Animal Protection personnel will contact you within 24 hours Animal Protection will not go onto private property to pick up animal without property owner present. Tag Line Do Not Display On Mob ile App What Type of animal needs to be picked up? SLOV Dog (Default) Do Not Display on Mobile App Is the animal confined? SLOV Yes (Defau lt) Correlating CSR Flex Note: Have you tried contacting the owner? Contacted Owner Boolean Correlating CSR Flex Note: Does the animal have a t ag? Tagged? Boolean Do Not Displ ay on Mobile App Is location of issues in city or county? Make choice here: SLO V In the city limi ts of Austi n SR Public Private or Public Reporter Info Required Name & Phone Number Reporter Info Required? Review Request Activity: Allowable Module Use t hi s service request to report a confined l ive dog that has been found and you are requesting Animal Protection to pick it up. Spot Reporter Description You will be contacted by Animal Protection personnel within 24 hours. Spot Reporter SLA r e t r o p e R t o p S / p p A e l i b o M – p U k c i P ) d e n i f n o C ( g o D d n u o F Not on CWI I W C p p A e l i b o M d e i F l Not on Field Mobile App Title: Found Animal – Pick Up Document Type: Operational Record Title: Technical Documentation Retention Period: AV Retention Length: NA Created By: Anthony Tucker Approved By:Patty Martinez Created Date: 1/8/2021 Effective Date: 1/8/2021 Location: Sharepoint Owning Group: Client Relations & Information Services Version: 1.4 is Vital Record: No Change Log: 1.4 changed Mobile App category. 4-22-2021 AHT o f n I t n e m u c o D Found Animal - Keep 311 agent receives call and identifies it as a Found Animal – Keep issue 311 agent reviews FAQ information 311 agent collects information and creates and saves a Found Animal – Keep SR Animal Services staff reviews request and manually enters information into Chameleon Animal Services Staff creates an Animal Found Report Animal Services staff closes SR, using the Create Found Report Activity SR Closed s s e c o r P e c a f r e t n I This SR has no interface Pet Resource Center – Keep Found Animal Is there a better name that would help citizens understand when to use this SR? This service request is used when someone finds an animal and wishes to keep it until the owner is found. Use location field to capture address where animal was found. Pet Resource Center – Keep Found Animal Note to Agent: If caller does not have the microchip number they can have the animal scanned at the Austin Animal Center, a vet office, or any COA Fire Station. Providing a microchip number will greatly increase the chance of finding the animal owner. If the caller would like to get the animal scanned for a microchip, have them call back and submit the SR after they have the animal scanned. Non-Updateable Note to Agent: Animal Center staff will create a “Found Report” that will be made available to residents searching the Austin Animal Center and website for their lost animal. The Found Report will be available for 2 weeks and includes the animal description information and picture, if available. Participant information is required and contact information will be provided to animal owners who believe the animal found matches their lost animal. Non-Updateable SLOV Bird Cat Dog Exotic Animal Livestock Rabbit Snake/Reptile Other Small Animal Type of animal? Use location field to capture address where animal was found. Character Provide landmark details of where animal was found. Please provide a landmark if animal was found near a business. Character E K A T N I - R S p e e K – t r o p e R l i a m n A d n u o F Character Enter microchip number, if known Character Collar description Provide tag description and number. Character Tag number Character Character Animal name, if known Character Animal breed Character Animal color Required Character Approximate animal weight Required Character Approximate animal age Character Additional identifying information Animal gender SLOV Female Male Unknown Character Additional Information (other tags, amputations, clothing, etc) Non-Updateable A “Found” card will be created with this information. Non-Updateable Austin Animal Center staff will review this request within 3 business days and call you back if additional information is needed. Non-Updateable See Info reference for adoption details Non-Updateable If you find the animal owner please email pet.resources@austintexas.gov. Pictures of the animal can also be sent to this email address. Please reference the SR number when sending an email. This information will be provided to you in an email. Non-Updateable Note to Agent: Inform caller this service request is available on the Austin 3-1-1 mobile app. SR Saved Pet Resource Center – Keep Found Animal Auto-Created Create Found Card Review Request Outcomes Clean Up Effort- CSR Upgrade- CLOSE - Completed Completed – Close SR Referred to Other Agency-Close SR Referred to TXDOT – Close SR Contacted Customer – Found Report Created – Close SR Contacted Customer – Information Provided – Close SR Attempted to Contact Customer – Found Report Created – Close SR Attempted to Contact Customer – No Found Report Created – Close SR Found Report Created – Emailed Customer – Close SR Request Cancelled by Customer – Owner Found – Close SR Referred to 311 For Further Review – Close SR outcome Referred to 311 For Further Review – Close SR Contacted Customer – Found Report Created – Close SR Contacted Customer – Information Provided – Close SR Attempted to Contact Customer – Found Report Created – Close SR Attempted to Contact Customer – No Found Report Created – Close SR Found Report Created – Emailed Customer – Close SR Request Cancelled by Customer – Close SR 311 Feedback Outcome Completed SR Closed 311 Feedback Process SR Saved n o i t u o s e R l Found Animal Report - Keep Manually Added Feedback Outcome Completed Manually Added Department Request Closeout Cleanup Outcome Completed – Close SR Completed – Close SR SR Closed Found Animal Report - Keep Completed 311 – Feedback SR Created and linked to current SR SR Saved Message Type: Confirm SR Creation To: $$PARTICIPANT_PRIMARY_EMAIL$$ Subject: Service Request Confirmation - $$SR_NUMBER$$ Body: Thank you for reporting your concern to the City of Austin. Your service request for $$SR_TYPE$$ has been added to the service request tracking system and assigned the unique service request number $$SR_NUMBER$$. This number is the official reference number for your service request if you need to inquire about it in the future. It can be used in conjunction with your E-mail address to obtain the latest available status via the Internet. Click on the following link to check the status of service request number $$SR_NUMBER$$. https://austin-csrprodcwi.motorolasolutions.com/StatusCheck.mvc/StatusCheck e g a s s e M n o i t a e r C R S CUSTOM Attachment/link Photo email SR number Reference If they find the owner Message Type: SR Closed Message To: $$PARTICIPANT_PRIMARY_EMAIL$$ Subject: Service Request Closed - $$SR_NUMBER$$ Body: Thank you for reporting your concern to the City of Austin. This email is to inform you that your service request has been closed. Service Request Number: $$SR_NUMBER$$ Service Request Type: $$SR_TYPE$$ Click on the following link to check the activities of service request number $$SR_NUMBER$$. https://austin-csrprodcwi.motorolasolutions.com/StatusCheck.mvc/StatusCheck Please do not hesitate to contact us should there be any further questions or inquiries regarding this request. Please have the assigned service request number ready when you call. e g a s s e M e r u s o C R S l Keep Found Animal SR Name? Animal Related Services Category This service request is used when someone finds an animal and wishes to keep it until the owner is found. Animal Center staff will create a “Found Report” based on the information submitted that will be made available to citizens searching the Austin Animal Center and website for their lost animal. The Found Report will be kept on file for 2 weeks and includes the animal description information and picture, if available. Please include as much information as possible to help reunite lost pet with owner. Reporter information is required and will be provided to animal owners who believe the animal found matches their lost pet. Pop-Up Austin Animal Center staff will review this request within 3 business days and call you back if additional information is needed. If you do not have the microchip number you can have the animal scanned at the Austin Animal Center, a vet office, or any COA Fire Station. Providing a microchip number will greatly increase the chance of finding the animal owner. Use location field to capture address where animal was found. SLOV Bird Cat Dog Exotic Animal Livestock Rabbit Snake/Reptile Other Small Animal Submit only if keeping animal until owner found & willing to share Reporter info. Reporter information will be provided to animal owner. Tagline Type of animal? Microchip number, if known. Character Character Collar description. Tag Description and number Character Character Animal breed Character Animal color Character Approximate animal weight Character Approximate animal age Character Additional identifying information. Animal gender? SLOV Female Male Unknown Public Public or Private? Reporter info required Reporter Info Required? Review Request Allowable Module This service request is used when someone finds an animal and wishes to keep it until the owner is found. Animal Center staff will create a “Found Report” based on the information submitted that will be made available to citizens searching the Austin Animal Center and website for their lost animal. The Found Report will be kept on file for 2 weeks and includes the animal description information and picture, if available. Please include as much information as possible to help reunite lost pet with owner. Spot Reporter Description Reporter information is required and will be provided to animal owners who believe the animal found matches their lost pet. Use location field to capture address where animal was found. Austin Animal Center staff will review this request within 3 business days and call you back if additional information is needed. Spot Reporter SLA SR Saved External Description: This service request is used when someone finds an animal and wishes to keep it until the owner is found. Use location field to capture address where animal was found. Is there a better name that would help citizens understand when to use this SR? Keep Found Animal If you do not have a microchip number you can have the animal scanned at the Austin Animal Center, a vet office, or any COA Fire Station. Providing a microchip number will greatly increase the chance of finding the animal owner. If you would like to get the animal scanned for a microchip, submit this service request after you have the animal scanned. CWI Only Non-Updateable Animal Center staff will create a “Found Report” that will be made available to residents searching the Austin Animal Center and website for their lost animal. The Found Report will be available for 2 weeks and includes the animal description information and picture, if available. Participant information is required and contact information will be provided to animal owners who believe the animal found matches their lost animal. CWI Only Non-Updateable SLOV Bird Cat Dog Exotic Animal Livestock Rabbit Snake/Reptile Other Small Animal Type of animal? Use location field to capture address where animal was found. Character Provide landmark details of where animal was found. Please provide a landmark if animal was found near a business. Character I W C - p e e K – t r o p e R l i a m n A d n u o F Character Enter microchip number, if known Character Collar description Provide tag description and number. Character Tag number Character Character Animal name, if known Character Animal breed Character Animal color Required Character Approximate animal weight Required Character Approximate animal age Character Additional identifying information Animal gender SLOV Female Male Unknown Character Additional Information (other tags, amputations, clothing, etc) Non-Updateable A “Found” card will be created with this information. Non-Updateable Austin Animal Center staff will review this request within 3 business days and call you back if additional information is needed. Non-Updateable See Info reference for adoption details Non-Updateable If you find the animal owner please email pet.resources@austintexas.gov. Pictures of the animal can also be sent to this email address. Please reference the SR number when sending an email. This information will be provided to you in an email. Non-Updateable Note to Agent: Inform caller this service request is available on the Austin 3-1-1 mobile app. SR Saved p p A e l i b o M d e i F l SR not on field mobile app Title: Found Animal Report - Keep Document Type: Operational Record Title: Technical Documentation Retention Period: AV Retention Length: NA Created By: Anthony Tucker Approved By: Patty Martinez Created Date: 4/22/2021 Effective Date: 4/22/2021 Location: Sharepoint Owning Group: Client Relations & Information Services Version: 1.0 is Vital Record: No Change Log: 1.1 – updated mobile app category. 4/22/2021 AHT o f n I t n e m u c o D