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Log communication

This is where you will log inquiry calls, inbound calls, follow-up calls, 10- and 30-day callbacks, OKBenefits applications sent and received, and email communications.

Screenshot of Log Communication input box, where you can enter a Subject, Comments, Reason, and whether it was successful or a follow-up call is needed
  1. The Subject will be the person’s name and today’s date.
  2. Select the appropriate Reason for your communication.
  3. Once you get to the Follow-up Call Needed? toggle switch, select it if follow-up is needed and a dropdown list of additional fields will open.
Screenshot of Follow-Up fields that appear after selecting the Follow-Up Needed toggle switch
  1. Enter the Follow-Up Date and set the Priority as Normal. In the Follow-Up Subject field, enter what is needed on the next call, e.g., “Follow-up (1).” In the Follow-Up Comments field, include your notes for the next call (e.g., check on application’s link status, have they chosen an agency, or anything that is relevant for callback).
  2. Select Submit to schedule your callback or follow-up call.

When and how to enter historic information

  • If you have searched for the Contact (Person) and Account (Household) in Salesforce and they are not yet entered, you will need to create the Household and Case to enter some historic information for the person in Salesforce.
    • Follow the instructions given in the previous sections of this guide to create the Account/Household and Case.
  • You will then log communication for the date of the initial inquiry received and its pertinent information from your notes, including whether it’s a web inquiry, hotline, or OKBenefits application, and interest (fostering, adoption, etc.).
  • You will also log communication for the last contact that was made from SPICE.*

*Please note: Include the relevant information from the last contact and also include the following details using the words “Historic Info” to delineate the historic info if necessary. The historic information you will need to include if applicable is: If there is a previous PR for this family, a previous Resource number, a previous Referral made, OR if a previous OKBenefits application was received. The following image is an example of how to enter this information.

Screenshot of the Log Communication input box with Historic Information entered

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