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Midland Heart

Welfare Reform Survey Training

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Objectives

• Provide an overview of the Welfare Reform Survey case process• Access Welfare Reform Survey cases from the Lagan system• Process a Welfare Reform Survey with the customer• Submit the Welfare Reform Survey• Close a case• Reallocate cases if a customer cannot be contacted• Search for cases and add notes• Handle the cases created as a result of the survey

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What is Lagan ECM?

Enterprise Case Management

Cases

Back Office Staff

Agents

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What will you be using it for?

Customer Involvement & Regen Team• Processing and Submitting Welfare Reform Surveys• Handling Welfare Reform Survey Cases

Back Office Department Teams• Processing Housing Option Cases• Processing Money Advice Cases• Processing Employment Advice Cases

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Welfare Reform Survey Process OverviewCustomer Involv & Regen Team Back Office Teams

N

Y

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Welfare Reform Case QueuesEach team will have access to the following queues to reallocate the cases to if they cannot process the case.

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Instructor Demonstration

Demonstration of Welfare Reform Survey Process

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Student Lab Exercises