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Shared Needs Management Manual

Overview

Section titled “Overview”

The Shared Needs workspace enables staff members to review incoming constituent requests, communicate across SMS, email, and internal notes, manage subtasks, and track request fulfillment.

1. Accessing & Reviewing Shared Needs

Section titled “1. Accessing & Reviewing Shared Needs”
  1. Open the Staff Portal and tap Shared Needs (or select the Needs tab on the bottom navigation bar).
  2. Filter the needs list by status:
    • Open: Newly submitted requests awaiting staff review.
    • In Progress: Active requests being processed by assigned staff.
    • Fulfilled: Assistance delivered to the constituent.
    • Closed / Cancelled: Completed or duplicate records.
  3. Tap any need item to open the Need Detail Workspace.

2. Need Detail Workspace Features

Section titled “2. Need Detail Workspace Features”

The Need Detail workspace compiles all constituent information, household context, and communication tools into unified panels:

Communication & Activity Timeline

Section titled “Communication & Activity Timeline”
  • Multi-channel Messaging: Send direct SMS, Email, or record internal Staff Notes directly from the messages panel.
  • Real-time Activity Log: Displays automated system events, constituent SMS replies, and staff progress notes in chronological order.

Household & Duplicate Resolution

Section titled “Household & Duplicate Resolution”
  • Household Members Panel: View linked family members, adults, children, and household size.
  • Duplicate Matching: Reviews potential constituent duplicate matches and prompts staff for resolution before fulfilling requests.

Subtasks & Action Checklist

Section titled “Subtasks & Action Checklist”
  • Tasks Panel: Create subtasks (e.g. Assemble Food Pantry Box, Confirm Delivery Address), assign due dates, and check off items as they are completed.
  • Status & Reassignment: Update the need status (Open, In Progress, Fulfilled, Closed) or reassign responsibility to another staff member.

3. Need Resolution Workflow

Section titled “3. Need Resolution Workflow”
  1. Open the target request in Need Detail Workspace.
  2. Verify all checklist tasks under the Tasks Panel are completed.
  3. Record a final progress note in the Messages Panel (e.g. Food assistance box picked up by constituent).
  4. Update the status dropdown to Fulfilled or Closed.

All updates sync in real time through the List Needs Endpoint.