| Procedure of handling a Registration of interest in the CaseWeb System | |
| 1 | A Registration of interest (ROI) can be made via either the purpose made online form or and email requesting further information. In all cases the team shouldbe satisfied the request is made on behalf of a branch before continuing with the process. On receipt of an ROI, issue the canned response "Branch Interest in UNISON CaseWeb - (name of branch)", which includes the current branch agreement form as an attachment. - The canned response can be found in Folder 'Register of Interest' (under 'Admin' - 'Canned Responses') - if sending from Outlook rather than via FreshDesk, copy and paste email as a note on ticket, or forward email to caseweb@unison.co.uk with subject title of [#ticketnumber] Categorise ticket on FreshDesk to: Tag: branch Group: Register of Interest Agent: [whoever is processing ROI] Priority: Low Type: Sign Up Cause: Sign Up Once email sent out to branch, Status can be amended to 'Waiting on Customer' |
| 2. | Update branch record on CaseWeb as follows: > Save ROI email via CaseWeb mailbox to computer so that it can be uploaded on to branch record. > Update branch contact details with information from ROI & add in 'Date of Registered Interest' (date processed) at bottom of 'edit' screen before saving. > Under 'Documents & Notes', attach ROI email with note ' (date)XX/XX/XXXX - expressed interest' and save. > Also add another note 'XX/XX/XXXX - Branch agreement email sent to branch' (can also attach email sent to branch if needed). > Under 'Branch Status Update', change status from 'Pending' to 'Expressed Interest' with comment 'XX/XX/XXXX - expressed interest' and save. > Under 'Branch Actions', add action to follow up on branch agreement after 6 weeks (if no response before this). > If any issues, queries or further details arise, add these in a note. as above > Any questions on the initial message or after can be answered (use/ develop canned responses, or refer for guidance if required). Remember to update Status accordingly |
| 3 | Escalate if a more complex reply is needed; monitor and chase if response is delayed. Remember to update Status accordingly |
| 4 | If no response arrives after 6 weeks , issue canned reminder response "Branch Interest in Caseweb - no response to branch agreement to date" (as detailed above) - The canned response can be found in Folder 'Registration of Interest' (under 'Admin' - 'Canned Responses') Go in to branch record on CaseWeb and add comment under 'Documents & Notes' that reminder email sent out to branch. Under 'Branch Actions', close existing action add new action to send final follow up on branch agreement after 6 weeks (if no response before this). |
| 5 | If no reply is received after another 6 weeks (12 in total), send 2nd reminder email using same canned response as before. - if sending from Outlook rather than via FreshDesk, copy and paste email and as a note on ticket, or forward email to caseweb@unison.co.uk with subject title of [#ticketnumber] Add comment under 'Documents & Notes' that reminder email sent out to branch. The CaseWeb Team will review such records and decide on the period to elapse before putting the branch back into Pending. If this is not discussed the default time will be 4 weeks. Go in to branch record on CaseWeb and under 'Branch Actions', close existing action add new action to move branch back to 'Pending' after [4] weeks (or as agreed by the team) if no response. |
| 6 | If no reply is received at the end of this, update branch record; Under 'Documents & Notes' add comment 'XX/XX/XXXX - No response from branch/branch agreement received to date. Branch moved back to Pending as a result.' Under 'Branch Status Update', change status from 'Expressed Interest' to 'Pending' with comment 'XX/XX/XXXX - no response from branch' and save. Issue Branch Interest Survey response [ document to be cited here] to branch with copy to Organiser. |
7 | If/when branch agreement received, please refer to Arranging Training procedure for next steps on recording branch agreement on CaseWeb and arranging initial training session with branch. |
Created: 23/04/2021 by Drake McSherry
Updated: 03/03/2022 by Lorin Munn
Updated 08/06/2022 by Alex Taylor