The Incident case records in byondpro are designed to record significant issues that occur on site and to monitor subsequent actions and review processes.
Each incident can be associated with contractor, deceased, family and cemetery location records. Any actions resulting from an incident can be logged directly in the case record, together with photos, letters or other electronic files.
Related Informationavailable from the Incident summary page:
IncidentsType: specific information screens relating to the type of incident (refer below)
Work Request Details: To record maintenance activity requests (complaints) relating to cemetery locations, usually reported by staff and visitors. The Case workflow ensures that works requests are logged, reviewed and actioned by appropriate staff.
Notes: to record general notes
Communications: to record phone calls, correspondence and general activities
Documents: to log photos and correspondence
Workflow Tracking: records case progression through the workflow monitoring time elapsed between entries
Solutions:lists risk register entries that have been associated with the Incident record
Incident Types
The selection of appropriate Incident sub-categories presents the user with different screens and information fields for completion.
Property: to record damage to site infrastructure
Vehicle: to record damage to site or third-party vehicles
Service/General: to record issues relating to provision of site services
Injury or Near Miss Staff*: to record circumstances and treatment of injuries sustained by staff in the workplace.
Injury or Near Miss Third Party*: to record circumstances and treatment of injuries sustained by visitors to the site
* Includes additional security controls that prevents general users from viewing details entered on this screen once the case workflow has been progressed to Queued. Access restricted to users that are members of the Human Resources (HR) team.
Case Email Notification
Case email notifications are used to alert key personnel when an incident has been saved into byondpro. The configuration options allow a number of staff (usually department managers) to be immediately informed of the event according to a complex matrix incorporating:
Type of case: incident, feedback or works request
Site: any or all of the cemeteries configured
Incident Type: property, vehicles, service, injury to third parties and staff
Each case record can conceivably trigger multiple notification entries/rules, however, a staff member will receive only a single email.
Adding new records
New Incident records can be created by selecting New Case and Category: Incident.
Workflow
The Case workflow ensures that works requests are logged, reviewed and actioned by appropriate staff.
Workflow Stages
Description
Logged
Default stage when case record is saved
Queue
Indicates case has been assigned for initial review and actions email is issued to assigned staff member
Investigating
Indicates case has been reviewed and rectification works are pending
Re-assign
Allows case to be assigned to a different staff member for review and action
email is issued to assigned staff member
Sign Off
Closes the case, indicating all necessary actions have been completed
email is issued to initiating staff member
Button Functions
Button
Description
Change
Switches to edit mode
Save
Updates/creates the record
Continue
Closes the open screen and returns to list of cases
Next
Opens the next case record
Summary Report
Generates CRM report of workflow activities and communications
Print Case Summary
Generates a detailed summary listing of case field values
Print 3rd Party Injury Summary
Generates a detailed summary listing of case field values, including details of injury to third parties
Print Staff Injury Summary
Generates a detailed summary listing of case field values, including details of injury to staff. Button restricted to users that are members of the Human Resources (HR) team.
Generate Work Request
To record maintenance activity requests (complaints) relating to cemetery locations, usually reported by staff and visitors.
The Case workflow ensures that works requests are logged, reviewed and actioned by appropriate staff.
