Step 1
From
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Click Make a New Call
New Survey Member with number of times previously called is displayed.
Click Make the Call.
Tip: Click Do Not Make the Call to abort making the call available to the member.
Call Response Options and Call Timer clock are displayed.
Submitting Call Results
Submit a Call with No Response
Click the No Response option.
Click Submit Call Information.
Submit a Call that needs to be Rescheduled
Click Reschedule option.
Click Reschedule Day Calendar and click date.
Click Reschedule Time drop-down and click time.
Click the Notes section and enter notes.
Click Submit Call Information.
Submit a Call for a number that needs to be Retired
Click the Retire option.
Click Retire Reason.
Click Submit Call Information.
Submit a Call that needs to be Abdicated
Click Abdicated option.
Click the Notes section and enter notes.
Click Submit Call Information.
Reassign a Call to a Spanish speaking Call Representative:
Click Preferred Survey Language Spanish.
Click Reassign to Spanish Speaker.
Click the Notes section and enter notes.
Click Submit Call Information.
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Submit a Call that was Dropped:
Click Preferred Survey Language.
Click each survey question response and enter free text in any free text response fields.
Click Dropped Call-Save.
Submit a completed English Survey:
Click Preferred Survey Language English.
Click each survey question response and enter free text in any free text response fields.
Click Submit Call Information.
The system ends call counter. CSS Dashboard screen with correct Survey and User Name is displayed. The call is added to the Today's Results, Overall Results, and Goal graphics.
Tip: If any required answers are left blank the system will display a message stating: An item or items are missing. You will need to Click Return and the system will highlight in Orange the missing required answers.
Tip: Enter None in free text fields if the client has no comments.
Submit a completed Spanish Survey:
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Click Preferred Survey Language Spanish.
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Click Proceed with the Survey.
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Click each survey question response and enter free text in any free text response fields.
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Click Submit Call Information.
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the main dashboard, click the orange Start a Call button.
Step 2
The system will randomly select an individual for you to call. At the top of the screen, you will see their name, gender, and language. If the call is for a Family survey, the guardian’s name will appear, if known.
Below this, a turquoise bar shows the number of times the individual has been called, as well as the last response. If they’ve been called before, the Call History tab will display details.
If you see a number next to the Notes tab, click on it to see whatever information a previous caller thought would be useful to know.
When you're ready, click Make Call to begin, or click Do Not Make Call to return to the dashboard.
Step 3
Call the number displayed, and enter a response:
If no one answers, choose "No Response."
If the individual asks to reschedule the call, choose to Reschedule and enter the desired callback day, time, and any notes you think would be helpful to know.
To retire the number from the sample pool, choose Retired and select a reason. We've provided several of the most common reasons, such as wrong numbers, if the number is out of service, etc. If the reason isn't listed, click "Other" and briefly explain.
If you know the individual or for any other reason you should NOT administer their survey, choose Abdicated.
Step 4
After choosing any of these options, click Submit at the bottom right of the screen to return to the dashboard.
Step 5
To begin a survey with the individual, choose Survey, then select the language. If the individual prefers to complete the survey in Spanish, you may reassign it to a Spanish speaker or proceed with the survey.
Ask each question as written and select the individual’s response. You don’t have to click exactly in the circle – clicking anywhere on the answer will select it.
Step 6
Some questions will bring up additional questions, depending on the response. For example, Adult question 37 asks whether the individual received medication as part of their treatment. If they answer Yes, questions 37a, 37b, and 37c appear. Otherwise, you won’t see the sub-questions.
The final question is open-ended, not multiple choice. Type the individual’s answer as accurately as you can.
Step 7
As you complete the survey, you’ll see a timer in the bottom left corner telling you how long you’ve been on the call. At the bottom right are two buttons.
If the call disconnects while your survey is in progress, click Save Dropped Call. When you return to the dashboard, look in the Dropped Calls tab to find it and pick up where you left off.
Step 8
When the survey is complete, click Submit.
The system will verify that you've completed all the required answers. If any answers are missing, you'll see a red Required label next to the question. Complete the remaining question(s) and submit the survey again.
After you submit the survey, you'll return to the main dashboard, where you can start a new call.
