Process a Policy Clarification Work Item

Refer to the Create a Work Item, Create a Case Note, and Create a Work Item Note wizards to assist you in processing a Policy Clarification Work Item.

Create a Policy Clarification Work Item - Process Steps:

The following steps are completed by the CCR&R/Site:

1. Navigate to the Work Item Search page to conduct a search and confirm the desired work item does not exist in CCMS.
2. Click [Create New] at the bottom of the Work Item Search page.
3. The Work Item Details page displays
4. Scroll to the Work Item Details section of the page.
   
5. Select Policy Clarification from the Work Item Type drop-down list.
6. Select the correct Source from the drop-down list.
   • Fax
   • Scan
   • Email
   • Mail
   • Phone
   • Other
   • No Contact
7. Select BCCD in the Assigned Org drop-down list.
8. Do not complete the Assigned Team or Assigned Worker fields. CCMS will automatically route this work item to the correct team for processing according to routing rules.
9. The Work Item Status will default to new when creating a new work item.
10. Select Policy clarification request created from the Work Flow Status drop-down list.
11. Depending on the Policy Clarification, select a case or provider to associate to the Policy Clarification.
    Next to the Provider # and Case # field there is a icon. Click on the icon to access a search page to search for the correct case or provider to associate to the work item.
12. Scroll to the Reported By section of the page.
13. Complete the First Name and Last Name fields and contact information if you wish.
14. Scroll to the Other: section of the page.
    
15. Complete the Receive Date field.
16. Type information regarding the Policy Clarification in the Description field. This field has a 500 character limit.
17. Click [Save].
    Clicking [Save] triggers a "Policy clarification request created" task to BCCD.
    Best Practice! Create a Work Item Note to capture the information regarding the Policy Clarification.

The following steps are completed by BCCD:

1. Receive the task: Policy clarification request created
2. Complete the Assigned Worker field by selecting yourself from the drop-down list.
3. Select the correct CCR&R/Site in the Assigned Org drop-down list.
4. Answer the Policy Clarification in the Description field. This field has a 500 character limit.
5. Select Policy clarification response submitted from the Work Flow Status drop-down list.
6. Click [Save].
   Clicking [Save] triggers a "Policy clarification response submitted" task to the CCR&R/Site in the Assigned Org field.

The following steps are completed by the CCR&R/Site:

1. Receive the task: Policy clarification response submitted.
2. Navigate to the Work Item Details page to review the answer in the Description field or on the Work Item Notes page.
3. Select Complete in the Work Item Status field to close the Work Item.
4. Click [Save].

Policy Clarification: Work Flow Status Key

The agency in the Assigned Org field is the organization that owns the Work Item and receives the task. CCMS will send the task to the correct team according to that agency's routing rules.

Results of the Procedure:

The Policy Clarification is created, assigned to the appropriate organization, and answered.

Frequently Asked Questions

1. Question: How can BCCD and the CCR&R/Site send information about the Policy Clarification back and forth using the Work Item Details page?
2. Answer: It is important to record information regarding the Policy Clarification in the Description field or by adding a Work Item Note. To send information back and forth:
   1. On the Work Item Details page, select the agency you wish to notify in the Assigned Org field
   2. Change the Work Flow Status field (Refer to the Work Flow Status Key for help selecting a status).
   3. Click [Save].
   4. The agency in the Assigned Org field receives the task to view the updated Work Item.
      This process can be repeated as many times as necessary.