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Draft Process Maps for Images in Housing Options Ian Hirst

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					Draft Process Maps for Images in Housing Options

Ian Hirst MAIDSTONE BOROUGH COUNCIL

Images in Housing Options Table of Contents 1 Process Diagrams...............................................................................................3 1.1 Images in Housing Options.........................................................................3 1.1.1 Activities, Triggers and Sub-processes ...................................................3 1.1.2 Secure archive & destruction ..................................................................7 1.1.3 Activities, Triggers and Sub-processes ...................................................7 1.2 Processing the Application..........................................................................8 1.2.1 Activities, Triggers and Sub-processes ...................................................9 1.3 Annual Review Cycle................................................................................11 1.3.1 Activities, Triggers and Sub-processes .................................................11 1.3.2 Buffers .....................................................Error! Bookmark not defined. 1.4 Nominate to Property................................................................................13 1.4.1 Activities, Triggers and Sub-processes .................................................13

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Images in Housing Options

1
1.1

Process Diagrams
Images in Housing Options

Correspondence via Reception What is document?

Correspondence via Royal Mail

At Post Room Original Proof Scan Proofs to Batch No. Other documentation Send to DIP DIP Room Tray (Post)

Return Original Proof

DIP Room Tray (Reception)

DIP Room

Scan Document Paper Documentation What is document? Scanned Images Index to Property Original Evidence & Proof What is the scanned image? Any other scanned file Match to Case Template Scanned HR or HP App Created as Case in Anite Return To Post Room Unassessed Medical Forms To Medical Tray Secure archive & destruction Other

Route to HOT Assistant

Route to Supervisor for

Return Original Proof

Medical Tray

Collect Batch of Medical Forms

Case Allocated to Officer Processing the Application

Medical Advisor

Assess Forms

Return to DIP Room Void Property Void property notified by an RSL DIP Room Tray (HOT) Nominate to Property

1.1.1 Activities, Triggers and Sub-processes
Correspondence via Reception Description
Any correspondence at a reception point will be dealt with by Customer Service Advisors of the Contact Centre. Their role is to accept any documentation relating to an application, but not to discuss or involve themselves in the detail of an application. If an applicant requires more in depth help or advice, an officer from the Housing Options team should be available.

What is document?
If documents are original proofs;

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Images in Housing Options

Scan Proofs to Batch No. Description
Proofs accepted at a reception point should be scanned into the system whilst the customer is with them. The documents are scanned to a batch number, and dealt with in the same way as documents submitted for housing and council tax benefits.

Return Original Proof Description
Original proof should be handed back to the customer after they have been scanned into the system. The question of whether to provide a receipt to the customer (in the same way as for housing benefits) or not, needs to be answered with due consideration for whether it would add value for the customer.

What is document?
If documents are anything other than original proof;

Send to DIP Description
Application forms, or other correspondence that can be kept by the Housing Options team, do not need to be scanned into the system at the reception point. The forms can be retained and placed in a tray, to take to the DIP room at a point during the day.

DIP Room Tray (Reception) Description
The DIP room tray holds forms and other correspondence prior to sending it to the DIP room for scanning.

Correspondence via Royal Mail Description
Correspondence received from Royal Mail is received and opened within the Council's post rooms. Post intended for the Housing Options team should be delivered to the Post Room closest to the DIP team. This may involve changing response addresses etc, on the application forms and other outgoing literature.

At Post Room Description
Royal Mail arrives at the post room, then is opened and distributed by the post team. With current mail for Housing Options arriving at London House, consideration may need to be given to changing the address so that correspondence goes to where the DIP room is situated, at Tonbridge Road. This would reduce unnecessary transit of post between the two main sites.

DIP Room Tray (Post) Description
The DIP Room tray in the Post Room holds all correspondence intended to go to the DIP room for scanning into the system.

DIP Room Description
All correspondence received at the DIP room is sorted according to section, and placed in batches for scanning into the system.

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Images in Housing Options

Scan Document Description
Documents are scanned into the system in batches. A DIP operative checks the quality of each document during the scanning process. Documents are allocated a document type and status following the scan. If the document is an application form, it will be a case template, and all other types of document will be sub-documents to this template. Document Types; Status HP App; New HR App; New Incomplete Medical; Awaiting Assessment Complete Medical; Assessment Completed

Paper Documents
What is document?
If document is original evidence and proof, received via the post;

Return To Post Room Description
Original evidence and proof submitted by the customer through the post need to be returned to them by Recorded Delivery, to reduce the possibility of the Council becoming liable for losing expensive documents (eg passports, driving licences etc) in the post.

Return Original Proof Description
Original Proof returned by Recorded Delivery by the post room

What is document?
If document is a medical assessment form;

To Medical Tray Description
Any medical forms received at the DIP room will need to be forwaded onto the Housing Options team in order that the Medical Advisor can pick them up for assessment. Housing Options will need to pick up the stack of forms in the DIP room prior to the medical advisor arriving to carry out the assessments.

Medical Tray Description
The Medical tray holds unassessed medical forms until picked up by the Housing Options team.

Collect Batch of Medical Forms Description
The batch of unassessed forms is picked up by the Housing Options team clerical assistant prior to the medical assessment officer arriving.

Medical Advisor Description
The arrival of the Medical Advisor triggers the assessment of the medical forms.

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Assess Forms Description
The medical advisor completes the assessment of the medical forms.

Return to DIP Room Description
Medical assessment forms need to be returned to the DIP room for scanning back into the system and allocating to the appropriate case template.

What is document?
If document is a form, general correspondence etc that is not required to be sent back to the applicant;

Secure archive & destruction Description
Go to procedure for the secure archive and destruction of documents following scanning to the Anite system.

DIP Room Tray (HOT) Description
Tray to hold completed medical assessment forms prior to returning them to the DIP room.

Scanned Images
Index to Property Reference Description
Documents are indexed to a property reference number, taken from either the LLPG or an alternate reference taken from the Housing Options database for addresses out of the borough.

What is the scanned image?
If the document is a Housing Register or Homelessness application form;

Created as Case in Anite Description
The application form is created as the master document of a template in Anite at Work. The status of the form is initially pending, but will change to matched once supporting documentation is received

Route to Supervisor for Allocation Description
Case templates are routed to the supervisor for the appropriate officers who will deal with the cases. Cases are then allocated according to workload, appropriateness of case.

What is the scanned image?
If the image is any other type of document;

Match to Case Template Description
Documents are automatically matched up with the case template in Images @ Work.

Route to HOT Assistant

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Images in Housing Options Description
After indexing the document to a property reference, the image will be automatically assigned to the master template. However, files that do not automatically match up with the case template will need to be allocated to a Housing Options team clerical assistant, who will need to manually complete the task.

Processing the Application Description
Go to procedure for routing scanned images and associated activities during assessment.

Void Property Description
An empty property is notified by an RSL to the Council via e-mail. Details of the property are contained in an attached Word document

Nominate to Property Description Go to procedure for using Anite in nominating an applicant to a vacant property

1.2

Secure archive & destruction

Archive Documents

Defined Time Period

Destruction Authorised

Secure Destruction

1.2.1 Activities, Triggers and Sub-processes
Archive Documents Description
Documents are archived for a determined period of time, prior to being destroyed.

Defined Time Period Expires Secure Destruction Description
Papers are securely destroyed in accordance with appropriate legislation and office procedures.

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Images in Housing Options

1.3

Processing the Application

W hat is the document? New Case Template Check sub docs against master Retrieve Applicant Is applicant on the database? No Create Applicant on Locate Applicant on Yes Other

Applicant reference number obtained Index Template to Reference

Verify Information

Is further information required? Yes Create Request for Further Info Send & Diarise Follow Up

No

Info Received? W ait 2 weeks No Send Reminder & Diarise Follow Information is complete Update Database Determine Application Update Document Yes

Info Received? W ait 2 weeks No Send Notification Yes

W hat type of application? Housing Register

Homelessness

Send S184 Notification Complete & Index Referral

Update Simdel with Details Send Points Notification Annual Review Cycle

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1.3.1 Activities, Triggers and Sub-processes
What is the document?
If the document is a new case template;

Check sub docs against master doc Description
The case management facility in Anite allows related work items to be joined together to create a case. The system automatically assigns documents to a master template, but they should be checked for relevance and accuracy.

Retrieve Applicant Record Description
Search for the applicant's database record using address & name details.

Create Applicant on Database Description
If the applicant is not on the database, create a new record.

Index Template to Reference Description
Once a record has been located or created on the Housing database, the reference number should be used to index all the documents to.

What is the document?
If the document is not a case template;

Locate Applicant on Database Description
Any documents relating to an existing application will be matched up against the original case template and come to the attention of the case officer. Using the reference number, locate the applicant's record in the database.

Verify Information Description
Check the application for completeness and accuracy of information.

Is further information required?
If further information is required from the applicant;

Create Request for Further Info Description
If an applicant has not provided sufficient information or evidence to support their application, a 'Request for further information' letter should be sent, detailing what the applicant will need to provide. Outgoing correspondence templates will be found in the letter list on Anite @ Work.

Send & Diarise Follow Up Description
The Anite @ Work system allows an item of work to be put into 'pending' whilst awaiting a response from the applicant. Once the 'pending' period has expired, the item of work comes to the attention of the case worker again, to allow them to make further enquiries.

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Images in Housing Options Wait 2 weeks (14 Days 0 Hours 0 Minutes) Send Reminder & Diarise Follow Up Description
A reminder letter should be sent to the applicant if the requested information has not been received. The reminder letter should give the applicant clear advice on what they need to do to maintain their application, and the possible consequences of not providing the information (such as their application being cancelled).

Wait 2 weeks (14 Days 0 Hours 0 Minutes) Has the information been received?
If the information has not been received from the applicant;

Send Notification Letter Description
Depending on whether it is a homelessness or housing register application, the applicant must be notified that their application has been cancelled / duty discharged because they have not replied to the requests for further information.

Has the information been received?
If the information has been received from the applicant;

Update Database Description
Once the case worker is satisfied the information is correct, update the database to reflect the circumstances.

Determine Application Description
Determine the application

Update Document Status Description
Amend the status of the application in Anite @ Work to 'complete'

What type of application?
If a homeless application has been determined;

Send S184 Notification Letter Description
Send the applicant the S184 notification, advising them of the outcome of their homelessness application.

Complete & Index Referral Form Description
If accepted as homeless, complete the appropriate pages of the referral form and index it to the applicant's case template for the nominations officer to retrieve.

What type of application?
If a Housing Register application has been determined;

Update Simdel with Details Description
Update simdel with the applicant's details to obtain the points total.

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Send Points Notification Letter Description
Use the points total to update the notification letter to the applicant, advising them of their status on the Housing Register.

Annual Review Cycle Description
Go to procedure for using Anite in the annual review of Housing Register applications.

1.4

Annual Review Cycle
1 year since application date

Mailing File

Send Review Letter

Monthly

No Response
1 month Await Response

Send Reminder Letter

Response Received Response Received

Log Response on mailing file

No Response

1 month

Await Response to reminder Cancel Application What is applicant's decision?

Maintain Application

Cancel Application

Send Review Form

Send Confirmation of

1.4.1 Activities, Triggers and Sub-processes
1 year since application date (365 Days 0 Hours 0 Minutes)
The trigger for the review is 1 year passing since the Housing Register application date

Monthly (30 Days 0 Hours 0 Minutes)
Once a month, the mailing file is created.

Mailing File Description
Electronic file holding name / address details of applicants pending annual review.

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Send Review Letter Description
The review letter asks the applicant if they wish to remain on the Housing Register. A simple form is enclosed with a tick box yes / no, or a telephone number to call.to give their option.

Wait 1 month (30 Days 0 Hours 0 Minutes) Send Reminder Letter Description
From the original mailing file, omit all applicants who have sent a response and send a reminder letter to the remaining applicants.

Response Received
A response may be received by post

Response Received
A response may be received by telephone

Log Response on mailing file Description
Log the receipt of the response onto the mailing file, to ensure reminder letters do not go out in future for all those who have responded.

Cancel Application Description
Cancel applications for those who have not responded within a month of the reminder letter, sending a letter of notification.

Send Review Form Description
Send a review form, asking for up to date details of circumstances, areas to be housed in etc.,

Send Confirmation of Cancellation Description
Cancel the application from the Housing Register and send a confirmation.

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1.5

Nominate to Property
E-mail Referral Form Import to Anite

@

Route to HOT Assistant Create Property in Database Route to Senior Noms Officer Select Nominees Merge Referral Forms (x3) E-mail the referral to RSL Index to Applicant File

1.5.1 Activities, Triggers and Sub-processes
@

E-mail Referral Form Description
The RSL e-mails a void referral form to the senior nominations officer.

Import to Anite Description
The senior nominations officer saves the attachment to their PC, and from there imports the file into Anite @ Work, indexing it to a property reference number.

Route to HOT Assistant Description
The details of the property should be routed to the Housing Options clerical assistant.

Create Property in Database Description
The clerical assistant creates / amends the property in the Housing database.

Route to Senior Noms Officer Description
The work item is routed back to the senior nominations officer for them to make a nomination to.

Select Nominees Description
Nominees to go into the property are made either from applicants on the Housing Register, or an appropriate Homeless case. If nominees are being taken from the Housing Register, a nomination referral form needs to be created for each of them.

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Merge Referral Forms (x3) Description
Merge the referral forms for the nominees with the original void referral form received from the RSL.

E-mail the referral to RSL Description
E-mail the referral form(s) to the RSL.

Index to Applicant File Description
Index the referral form to the applicant's file, as well as the property reference number.

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Description: Draft Process Maps for Images in Housing Options Ian Hirst