Staff Constituent Intake Workflow

Target Role: Intake Staff, Case Coordinators & Partner Admins

This guide details the in-person or telephone intake protocol for registering constituents and logging assistance requests from the staff portal.

Overview

When constituents arrive at a partner center or call for emergency assistance, intake staff use the Staff Intake Center to perform duplicate checks, record household demographics, select service categories, and dispatch cases to the appropriate partner queue.

graph TD
    A["1. Launch Staff Intake Center"] --> B["2. Pre-Intake Duplicate Search"]
    B --> C{"Existing Record Found?"}
    C -->|Yes| D["Link to Existing Profile"]
    C -->|No| E["Create New Constituent Profile"]
    D --> F["3. Record Household & Needs"]
    E --> F
    F --> G["4. Submit & Route Request"]

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The Staff Intake Sequence

1. Launching the Intake Center

   • In the Staff Portal, navigate to App Sidebar (or Mobile Navigation) > Intake Center (or open /staff/intake-form).

2. Pre-Intake Duplicate Verification

   • Enter the constituent’s Phone Number or Full Name.
   • If an existing profile is found, select it to prevent duplicate creation and preserve previous assistance records.
   • If no match exists, proceed with Create New Constituent.

3. Entering Contact & Residential Information

   • Personal Details: First Name, Last Name, Date of Birth.
   • Contact Information: Mobile Phone Number, Email Address.
   • Physical Residence: Street Address, City, State, ZIP Code.
   • Preferred Contact Method: SMS Text, Phone Call, or Email.

4. Recording Household Composition

   • Specify total household size, number of adults, and number of children.
   • Designate current housing security status (Housed, Unhoused, At-Risk, Temporary).
   • Link additional household members using the Household Members Adder widget.

5. Selecting Need Categories & Urgency

   • Select active need categories (Food Assistance, Housing Support, Utility Assistance, Recovery & Support, Family Support).
   • Enter specific description notes detailing dietary requirements, delivery needs, or children’s clothing sizes.
   • Set urgency level (Standard vs High Urgency / Expedited 24-Hour).

6. Submission & Triage Dispatch

   • Click Submit Intake Form.
   • The platform creates the constituent record, assigns a unique Need Reference Number, and routes the case to the target partner organization’s Shared Needs Queue.