Incidents
Purpose
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 Information available from the Incident summary page:
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Incidents Type: specific information screens relating to the type of incident (refer below)
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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.
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Notes: to record general notes
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Communications: to record phone calls, correspondence and general activities
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Documents: to log photos and correspondence
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Workflow Tracking: records case progression through the workflow monitoring time elapsed between entries
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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.
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Property: to record damage to site infrastructure
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Vehicle: to record damage to site or third-party vehicles
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Service/General: to record issues relating to provision of site services
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Injury or Near Miss Staff*: to record circumstances and treatment of injuries sustained by staff in the workplace.
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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:
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Type of case: incident, feedback or works request
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Site: any or all of the cemeteries configured
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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.
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Workflow Stages
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Description
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Logged
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Default stage when case record is saved
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Queue
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Indicates case has been assigned for initial review and actions
email is issued to assigned staff member |
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Investigating
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Indicates case has been reviewed and rectification works are pending
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Re-assign
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Allows case to be assigned to a different staff member for review and action
email is issued to assigned staff member
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Sign Off
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Closes the case, indicating all necessary actions have been completed
email is issued to initiating staff member
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Button Functions
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Button
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Description
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Change
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Switches to edit mode
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Save
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Updates/creates the record
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Continue
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Closes the open screen and returns to list of cases
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Next
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Opens the next case record
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Summary Report
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Generates CRM report of workflow activities and communications
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Print Case Summary
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Generates a detailed summary listing of case field values
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Print 3rd Party Injury Summary
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Generates a detailed summary listing of case field values, including details of injury to third parties
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Print Staff Injury Summary
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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.
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Generate Work Request
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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.
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Field List
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Field
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Description
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Associated Business Process
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For...
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Case ID
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Unique identifier, auto assigned
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Prefix IN-
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Category
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Selection list, including:
- Client Feedback - Incident - Works Request |
Selection of Incident controls case fields and screens presented to the user
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Description
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Text description
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Site
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Lookup to site/cemetery list
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Employee
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Lookup to registered system users and resources
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Who reported the issue
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Other
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Text field
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Regarding above, if not a system user or resource
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Visitor
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Lookup to Person records
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Visitor primarily affected by the incident
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Contractor
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Lookup to Company records
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Supplier/contractor affected by the incident
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Advise Enquirer on Completion
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Checkbox
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To remind staff to make contact with visitor on completion
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Secure Record
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Checkbox
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Details
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Property
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Checkbox
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Selections made control additional information fields and screens presented to the user
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Vehicle
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Checkbox
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Service
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Checkbox
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Injury Third Party
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Checkbox
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Injury Staff
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Checkbox
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Status
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Assigned To
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Lookup to staff
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Team
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Selection list of Cemetery teams
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Stage
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Workflow stage
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