Scheduling Management Tips in IES...types of service coordination appointments in IES Phase 2. A Maximum Time Slot can only turn red by a Manager decreasing the number of maximum appointments

Scheduling Management Tips in IES

Scheduling Management Tips in IES Job Aid – Updated 9/05/2014 Page 1

This job aid is designed to provide quick tips for Managers on setting up and maintaining an office schedule.

Setting Up and Maintaining Your Office Schedule

Steps to Take:

Create the initial Default Office Schedule.

Update the View Maintain Office Schedule page for specific dates during the first few months.

Update the Default Office Schedule as you monitor how the schedule is working for your office and determine how you think it should be changed. Enter an Effective Date for when you would like the new Default Office Schedule to take effect.

Update the View Maintain Office Schedule for specific dates as needed.

Remember! Although all Managers can setup the Default Office Schedule and update the Default Office Schedule and View Maintain Office Schedule for a specific date, each office should identity the Manager(s) who are responsible for these tasks. This prevents multiple Managers updating the same date. Identify who in your office will setup the initial Default Office Schedule and who will update it any time modifications are needed. Also determine who the backup Manager will be in the event that the Manager who normally handles the Default Office Schedule is absent (if applicable, based on personnel).

Overview of the Default Office Schedule in IES:

� Each office has a Default Office Schedule used to determine the number of appointments that can be scheduled in the office during a given appointment Time Slot for each day of the week.

� The Default Office Schedule is setup by the LOA or Manager in the office.

� The Default Office Schedule must be setup for each day of the week (Monday – Friday) and used for scheduling appointments each week. Only one Default Office Schedule is needed for each day of the week and repeats weekly.

• No office should enter any values for Saturdays on their Default Office Schedule. There may be rare instances where an office needs to schedule appointments on Saturday, in which the office should use the View Maintain Office Schedule page

� Appointments are not scheduled for a specific Worker. All appointments are put on the calendar of the Intake Virtual Worker, which is an office-wide calendar.

� Each day begins at 8:00 AM and ends at 5:00 PM with five different Appointment Lengths.

� Use the Intake Interview Calculator from the scheduling section of the Transformer’s Unite User’s Guide to assist you in building your Office Schedule after training is finished.

� The Intake Interview Calculator calculates your No Show rate after inputting some information.

Table of Contents Setting Up and Maintaining Your Office Schedule..………………….……………………..…Page 1 Default Office Schedule Features………………...Page 2 Overview of View Maintain Office Schedule …....Page 4 Important Office Schedule Tips for Managers.….Page 6 FAQs..….……………………………………………Page 16



Default Office Schedule Features:

Features Description

Day Tabs There is a tab at the top of the page for each day of the week, including Saturday. However, no office should enter any values for Saturdays on their Default Office Schedule. There may be rare instances where an office needs to schedule appointments on Saturday, in which the office should use the View Maintain Office Schedule page (see Manage Office Schedule module for more details).

Appointment Length

The Office Schedule is broken down into 15 mins, 30 mins, 45 mins, 1 hour and Phone (2 hour) Appointment Lengths.

• The 15 minutes Appointment Length will not be used during Phase 1.

• If an appointment is schedule for a specific Appointment Length it does not mean it will actually take the entire amount of time that has been designated.

• 2 hour Phone appointments cannot be scheduled from 12-1pm).

• Phone appointments can be scheduled in other Appointment Lengths other than the designated Phone (2 hours).

Time Slot There are Time Slots on the Office Schedule from 8:00 AM until 5:00 PM each day for each Appointment Length, including Saturday, in which appointments can be scheduled based on capacity.

• Time Slot colors will not impact color blind Workers. Color Blind Workers can still determine capacity based on the number displayed.



Features Description

Total Displays the Total maximum number of appointments that can be scheduled designated for each Appointment Length.

Day Total Displays a total count of the maximum number of appointments that can be scheduled for a given day of the week.

Effective Date

When making changes to the Default Office Schedule, set the Effective Date to determine when the changes take place on the Office Schedule. This must be a future date.

For example, if two Caseworkers are joining your intake team in two weeks; update the Default Office Schedule to increase the number of appointments that can be scheduled. Set the Effective Date to two weeks out as more people will be able to perform interviews.

Selecting the Appointment Length on the Office Schedule

In the Transformers Unite: A User’s Guide there is a Scheduling section which is useful for scheduling appointments. Below is a table to provide guidance on which Appointment Lengths to select based upon the programs on the application.

Appointment Length

What type of programs should this Appointment Length be used for?

15 minutes • None - not recommended to be used at this time. This may be used for certain

types of service coordination appointments in IES Phase 2

30 minutes • All SNAP-only applications

45 minutes • All SNAP + Medical appointments as well as ineligible TANF requests

1 hour

• Potential TANF cash applications (which include children and/or pregnant woman). For example, if a customer requests Cash but does not have children or is not pregnant, they should not be scheduled for the 1 hour Time Slot.

Phone (2 hours) • Option of using this for phone interviews (Note: only phone interviews can be

scheduled in this slot)



Overview of the View Maintain Office Schedule Page in IES: � Important! While the Default Office Schedule page allows Managers to indicate how many appointments can

be scheduled on each day of the week, the View Maintain Office Schedule page is for specific dates.

� The numbers on the Default Office Schedule page prefill on the View Maintain Office Schedule page and display in the Maximum columns.

� The Maximum columns on the View Maintain Office Schedule page can be updated (overridden) by a Manager if the number needs to be updated for a specific date.

� Designate at least one person to setup the Default Office Schedule and to make any periodic changes on the View Maintain Office Schedule page. A backup person should also be identified. Remember, the Default Office Schedule applies to the entire office.

� The number of appointments that are currently scheduled display in the Scheduled columns.

� The View Maintain Office Schedule page displays the Office Schedule as well as the scheduled appointments on the Intake Virtual Worker’s calendar for a given day.

� The Office Schedule only displays the Intake Virtual Worker’s calendar. Once an appointment is claimed by a Worker, the appointment no longer displays in the Scheduled count on the Office Schedule.

Helpful Wizard

• Setup Default Office Schedule



View Maintain Office Schedule Features:

Features Definition

Calendar Icon

• Select an alternate date on the Calendar icon at the top of the page. The Office Schedule for that date displays.

Appointment for

The Appointments for field prefills to the current date but changes if a new date is selected

using the Calendar icon.

Appointment Length

The Office Schedule is broken down into 15 mins, 30 mins, 45 mins, 1 hour and Phone (2 hour) Appointment Lengths.

• The 15 minutes Appointment Length will not be used during Phase 1.

• The Office Schedule is just a guide to help ensure customers who visit the office do not have to endure exorbitant wait times. Therefore, if an appointment is scheduled for 30 minutes, 45 minutes or 1 hour it does not mean the interview will actually take that amount of time to conduct.

• Phone appointments can be scheduled in other Appointment Lengths other than the designated Phone (2 hours).

Time Slot • There are 15 minute time blocks on the Office Schedule from 8:00 AM until 5:00 PM

each day, in which appointments can be scheduled based on capacity.

Time Slot Colors

Time Slots are displayed with different colors in IES to notify a Worker of the current status of each Time Slot:

• Red indicates the Scheduled appointment slot is over capacity

• Blue indicates the Scheduled appointment slot is at capacity

• Green indicates the Scheduled appointment slot is under capacity so new appointments can be scheduled

• Gray indicates that both the Maximum and Scheduled fields are at zero and no appointments can be scheduled during this time

Time Slot colors will not impact color blind Workers. Color Blind Workers can still determine capacity based on the number displayed.

Maximum Column

• The Maximum column shows the maximum number of appointments that can be scheduled for that Time Slot and Appointment Length.

• Any Time Slot that is changed on the View Maintain Office Schedule page from the original number entered on the Default Office Schedule page displays in bold.

Scheduled Column

The Scheduled column shows the total number of appointments scheduled for that Time Slot and Appointment Length.

• The number in parentheses in the Scheduled column indicates the number of appointments associated with applications where the Spoken Language on the Household Information and Individual Information pages is Spanish.

Total Maximum • The Total Maximum amount in each Maximum column includes the maximum

number of appointments that could be scheduled for that specific Appointment Length.

Schedule Appointment

• The [Schedule Appointment] button becomes enabled when the user clicks in a Scheduled Time Slot.

View Appointment

• The [View Appointment] button becomes enabled when the user clicks in a Scheduled Time Slot. IES directs the user to the Search for Scheduled Appointments page and displays search results associated with the Time Slot that the user has clicked.

Submit Changes to Maximum Slots

• The [Submit Changes to Maximum Slots] button becomes enabled when the user updates a Maximum slot.



Features Definition

Reset the Maximum Slots

• Clicking the [Reset Maximums] button changes all numbers back to their previous state.

Total Scheduled

• The Total Scheduled amount in each Scheduled column includes all the scheduled appointments for that specific Appointment Length.

Day Total Maximum

• The Day Total Maximum amount includes the Total Maximum number of appointments that could be scheduled for that specific day across all Appointment Lengths.

Day Total Scheduled

• The Day Total Scheduled amount includes the total amount of appointments scheduled for that specific day across all Appointment Lengths.

Helpful Wizard

• Manage Office Schedule

Please see OneNet for additional information on setting up your Office Schedule, including an example Office Schedule: Transformer’s Unite: A User’s Guide: http://intranet.dhs.illinois.gov/onenet/page.aspx?item=72036

Important Office Schedule Tips for Managers!

Appointment Slots:

�� When determining the total number of 45 minute and 1 hour appointments to designate on the Default Office Schedule, consider the number of incoming applications that require an interview.

�� The 15 minute Appointment Length is not recommended to be used for Phase 1. This may be used for certain types of service coordination appointments in IES Phase 2.

�� A Maximum Time Slot can only turn red by a Manager decreasing the number of maximum appointments when there are appointments currently scheduled, e.g. if Maximum = 5 and Scheduled = 4 and the Manager decreases the Maximum to 3, then the Scheduled Time Slot turns red. When Workers are scheduling appointments, if the Scheduled column is blue because the Maximum = Scheduled then the system does not allow the Worker to schedule any more appointments in that Time Slot.

�� If the Maximum column needs to be reduced to a number lower than the appointments previously scheduled, reduce the number of maximum appointments allowed and then reschedule as many appointments as necessary.

�� Any Time Slot in the Maximum column that has been updated (overridden) is bolded.

�� If you modify the Time Slot for a specific date on the View Maintain Office Schedule page, and then update the Default Office Schedule for the corresponding day, the Default Office Schedule does not override the View Maintain Office Schedule page for that specific date.

• For example, the 30 minute Time Slots on Mondays are all set to 10 appointments on the Default Office Schedule. A Manager updates the 30 minute Time Slots in the afternoon on Monday 8/18/2014 from 9 to 10 appointments because there are more interviews that need to be scheduled during the next 14 days than the current slot capacity allows. The Manager then decides to update the Default Office Schedule for Mondays to 12 appointments as a long term change. The slots that have been changed on Monday afternoon on 8/18/2014 do not change and remain at 10.



�� The Office Schedule only displays the Intake Virtual Worker’s calendar. Once an appointment is claimed by an Employee, the appointment no longer displays in the Scheduled count on the Office Schedule.

�� If an office needs to schedule appointments on a Saturday, the Saturday tab on the Default Office Schedule page should not be completed. Instead, since staff rarely schedule appointments on Saturdays, a Manager should override the schedule for Saturday on the View Maintain Office Schedule for the specific Saturday in which appointments need to be scheduled.

�� The [Reset] button changes all numbers back to their previous state.

�� The number in parentheses in the Scheduled column indicates the number of appointments associated with applications where the Spoken Language is Spanish, which is recorded during Application Registration. The totals for Spanish appointments are meant to help the Worker identify how many Spanish appointments can be scheduled based on the number of Spanish Workers in the office. However, this does not impact the Worker’s ability to schedule an appointment as long as there is open capacity.

No Shows:

�� The Maximum column should be a number that includes overbooking due to No Shows.

�� If a customer is a No Show, IES automatically updates the status to No Show after the end of the day.

�� The Intake Interview Calculator in the Scheduling section of the Transformers Unite User’s Guide calculates your No Show rate after inputting some information.

Helpful Wizards

• Search for Appointments

• Update An Individual Appointment

Phone Interviews:

�� The recommended best practice for Phone interviews is to have Workers claim Phone interviews one at a time as they do for all In Person appointments.

�� Instead of having Workers claim phone appointments, offices can also choose to have Managers transfer Phone appointments to a Worker’s calendar.

�� For Phone interviews, the Caseworker must update the Interview Mode to Home Visit, In Person or Telephone on the Individual - Interviewed Details page during Data Collection. Once Home Visit, In Person or Phone is selected on the Individual Interviewed - Details page, the Appointment Status is automatically updated to Show/Waived.

�� If unable to reach the customer after 2 attempts the Caseworker can and should mark a Phone appointment as a No Show.

�� When a Worker sends a 267 form to notify a customer of their appointment date/time, the Worker should indicate the appropriate 2-hour window within which a customer should expect a phone call.

�� Workers should not click the icon until they have reached the customer, or else the application converts to a case which disrupts the Notice of Missed Interview (NOMI) process.

�� When Phone appointments are transferred to more than one actual Worker, IES evenly distributes the appointments among those Workers. Therefore, if you would like a set of Phone appointments to all be assigned to one particular Worker, then only select that Worker on the Select an Employee popup page.

�� When a Manager assigns Phone interviews to actual Workers, the Manager must inform those Workers they have Phone interviews assigned to them.

�� Managers should be mindful of the language associated with Phone appointments they are transferring if the appointment should be assigned to a Spanish Speaking Caseworker.

�� No Phone interviews can be scheduled from 12:00 PM – 1:00 PM.

�� An In Person interview cannot be scheduled during a 2 hour Time Slot but a Phone interview can be scheduled for any time block, e.g. 30 mins or 1 hour Time Slot.



�� For Phone appointments that are scheduled in the 2 hour Time Slot, that doesn’t mean Phone interviews actually take 2 hours to conduct! This is also true for all Appointment Lengths – the Worker does not have to use up the entire timeframe if can finish the interview earlier than the scheduled end time.

�� While conducting a Phone interview, the Caseworker needs to update the Appointment Status to Show/Waived, which can be done on the Household Information page during Data Collection.

Helpful Wizards


• Claim An Appointment

• Transfer An Appointment

• View Employee Calendar

Transferring Appointments:

� Only Phone appointments can be transferred from the Intake Virtual Worker’s calendar to an actual Worker’s calendar. All In Person appointments must be claimed by a Worker.

� For Phone interviews, the Caseworker must update the Interview Mode to Home Visit, In Person or Telephone on the Individual - Interviewed Details page during Data Collection. Once Home Visit, In Person or Phone is selected on the Individual Interviewed - Details page, the Appointment Status is automatically updated to Show/Waived.

� When transferring an appointment back to the Intake Virtual Worker’s calendar, e.g. the Worker became ill and was unable to complete the interview, this must be done by clicking the Edit icon in the search results on the Search for Scheduled Appointments page. This cannot be done by clicking the Transfer/Claim checkbox and the [Transfer] button.

� When transferring an appointment back to the Intake Virtual Worker’s calendar, the Manager must reschedule the appointment to confirm the Time Slot is still available on the Intake Virtual Worker’s calendar. However, the Manager can choose the same Time Slot if available.

Helpful Wizards


• Claim An Appointment

• Transfer An Appointment


Rescheduling Appointments:

�� If a Manager updates a number in the Maximum column on the View Maintain Office Schedule page and needs to reschedule appointments as a result (Scheduled column turns red), decide which appointments to reschedule based on processing timelines.

�� If a customer calls to reschedule their appointment, Workers should reschedule the existing appointment. They should not create a new appointment for the same application. Only one application type appointment can be created per application.

�� When an Appointment Status is changed all the statuses for that appointment will show in the Search Results section as we saw in Lesson 1. The only status that can be edited is the current Scheduled status. The Rescheduled Appointment Status is informational and not the actual current status.

�� The [Reschedule] button appears on the View and Maintain Scheduled Appointments page when rescheduling a No Show. Click [Reschedule] to move on to the Office Schedule page.



Canceling Appointments:

�� When Workers are canceling an appointment, they may need to withdraw the application based on policy. However, if a customer cancels an appointment because they no longer want to apply for SNAP, but they still want to apply for Medical, the application should not be withdrawn.

�� A scheduled appointment associated with an application or case can be canceled.

Helpful Wizards


• Claim an Appointment

• Transfer an Appointment


Search for Appointments:

�� To view the customers that are currently in the lobby waiting for their interview, select Appointment Status as Show/Waived, Appointment Mode as In Person, select the appropriate day (defaults to today’s date) and check the Unclaimed Appointments Only checkbox and perform a search.

�� To view how many interviews each of your Workers have conducted in a day (or at any point in the day), select an Employee, select the appropriate day (defaults to today’s date) and perform a search. The Worker Metrics page will be another way to view how many interviews each Worker has conducted..

�� To view the No Show rate for today, so the Manager can e.g. determine if they have additional staff available to do walk ins or cold calls, select Appointment Status as Scheduled and a Start and End Time prior to the current time and perform a search.

�� To view the No Show rate for a prior day, select Appointment Status as No Show (there is a nightly batch process that updates appointments in Scheduled status to No Show based on appointment date) and the appropriate date.

�� To search for appointments associated with Spanish applications, select Spanish as Yes. You can use this to see how many Spanish appointments are being conducted by your Spanish Workers.

�� Management by walking around (MBWA) is required to gain a complete understanding of Worker activities.

Helpful Wizards




Important Employee Calendar Status Tips in IES!

� The Employee Calendar Status page displays calendar status for Human Services Caseworkers and Social Services Career Trainees. Only Workers with the following security roles have access to this screen:

o Human Services Casework Manager

o LAN coordinator

o LOA/ALOA/Regional staff

o Systems Monitor

� The Employee Calendar Status allows a Manager to see at a glance which Workers have claimed appointments or have been transferred appointments by their Manager (Phone appointments only) in which the system moves the appointments from the Intake Virtual Worker’s calendar to the actual Worker’s calendar.

� The Employee Calendar Status page is real-time and shows which Workers are free versus occupied as well as historical results.

� Occupied Workers:

• When searching for occupied Workers the results display Workers that are either partially or fully occupied during the specified timeframe.

• Additionally, a Worker could appear busy but has completed the interviews as it took less than the scheduled time.

� Free Workers:

• When searching for free Workers, the results display Workers who are completely free.

� Free and Occupied Workers: Keep in mind IES looks at the appointments Workers have claimed to determine free and occupied. Therefore, it is possible for a Worker to appear free but be currently working on an interview scheduled for an earlier time that day if the office is behind.

� Start and End Times: If a Start Time and End Time are not selected, the results display a list of Workers who are either currently occupied or currently free.

� If the Manager selects a date other than the current date, then the Manager must provide a Start Time and End Time.

� If the Manager does not enter Start and End Time and the Worker has more than one appointment currently scheduled on his/her calendar, then the search results return only one appointment with the latest appointment End Time.

o For example, the current time is 2:20 PM. The Worker has two appointments on his/her calendar from 1:30 PM - 2:30 PM and 2:00 PM - 3:00 PM. This is because the Worker interviewed a customer at 1:30 that did not take a full hour and then claimed an appointment that was supposed to start at 2:00 PM but the office is behind. The Worker therefore has two overlapping appointments assigned to them. In this situation, only the 2:00 PM - 3:00 PM appointment will display.

o IMPORTANT! The Employee Calendar Status page works differently than “Busy Worker” in VIS today. Hence, this will require Managers to walk around their offices to determine if staff are actually performing interviews that they were scheduled for during a certain time.

� Click the Calendar icon to the far right of each Employee result at the bottom of the page to review the specific Worker’s calendar.

� Best practice is to review your Employee Calendar Status on a regular basis to determine if the Default Office Schedule is setup to be as efficient as it can be for your office.

� Each office should select who will review the Employee Calendar Status page on a regular basis.

� Region and Office are the only required fields so Managers can view results across multiple Supervisors and Teams without selecting additional fields. The Date always defaults to the current date. A Manager can also search on a particular date and time range. The Manager can then select [Search Occupied Workers] to return a list of all Workers on the selected teams that are occupied. The search results display differently depending on whether a range of time is selected or not.



Helpful Wizards

• Employee Calendar Status

• Manage Office Schedule



Additional Tips for Managers:

Appointment History:

� The Appointment Status and History results will include an entire appointment history. This is why once an appointment has been created a new appointment should not be created. Only update the existing appointment with the new Appointment Status.

� If an application is not yet a case, the appointment will only display on the Search Application – Application Detail page.

� The best practice is to search appointment history through the Case-Search/Summary page, if the application has been converted to a case.

� The appointment history is updated anytime the Appointment Status is updated in IES.

Appointment Status:

� If a Worker claims an appointment and is not able to complete the interview because the customer is no longer available (e.g. the customer left the lobby) or cannot be reached for their phone appointment, the Worker should manually update the Appointment Status to No Show. If the Worker is unable to complete the interview, but the customer is available the Worker should manually change the Appointment Status from Show/Waived back to Scheduled.

The table below provides the definition of each Appointment Status and explains what each status means to each type of Worker.

There are six Appointment Statuses in IES:

� Scheduled

� Rescheduled

� Transfer

� Cancel

� No Show

� Show/Waived

Scheduled Status: An appointment has been scheduled for a particular application or case. Position How Will I Use Scheduled Status? How Will I Use Scheduled Status? Manager • Determine if the number of

appointments scheduled are appropriate for a particular day or time period based on the volume of required interviews

• Search Scheduled appointments and Start and End Time prior to the current time to view the No Show rate for today (This is only if the Manager would like to see today’s No Show rate thus far. The Manager would typically want to view the No Show rate for a previous day which is explained later).

• Determine if the number of appointments scheduled are appropriate for a particular day or time period based on the volume of required interviews

• Search Scheduled appointments and Start and End Time prior to the current time to view the No Show rate for today (This is only if the Manager would like to see today's No Show rate thus far. The Manager would typically want to view the No Show rate for a previous day which is explained later).

Front Desk • Change Appointment Status from

Scheduled to Show/Waived when the customer comes in for their interview

• Change Appointment Status from Scheduled to Show/Waived when the customer comes in for their interview

PAEA • Update the Appointment Status from

Scheduled to Show/Waived when the customer comes in for their interview.

• Update the Appointment Status from Scheduled to Show/Waived when the customer comes in for their interview.



• PAEA’s may answer phones and/or reschedule interviews, in which they would be viewing appointments in Scheduled status.

• PAEA's may answer phones and/or reschedule interviews, in which they would be viewing appointments in Scheduled status.

Caseworker • Claim Phone appointments that are in Scheduled status that have not yet been claimed

• If your office’s business process is for a Manager to transfer Phone appointments, the Caseworkers should search appointments assigned to themselves

• Claim Phone appointments that are in Scheduled status that have not yet been claimed

• If your office’s business process is for a Manager to transfer Phone appointments, the Caseworkers should search appointments assigned to themselves



Rescheduled Status: An appointment that was initially Scheduled has been Rescheduled.

The appointment search results display historical data. The current status is Scheduled. The appointments with Rescheduled status are informational only and cannot be edited.

Position How Will I Use Rescheduled Status? Manager

• Determine how many appointments are being rescheduled

Front Desk • Select Rescheduled on the View And Maintain Scheduled Appointments page when

appointments need to be rescheduled

PAEA • Select Rescheduled on the View And Maintain Scheduled Appointments page when


Caseworker • Select Rescheduled on the View And Maintain Scheduled Appointments page when


Transfer Status: Phone Appointment(s) can be transferred by a Manager from the Intake Virtual Worker’s

calendar to an actual Worker’s calendar, which can be viewed on the Employee Calendar Status page. Appointments can also be transferred from an actual Worker’s calendar back to the Intake Virtual Worker’s calendar by a Manager.

The appointment search results display historical data. The current status is Scheduled. The appointments with Transfer status are informational only and cannot be edited.

Position How Will I Use Transfer Status? Manager • Transfer Phone appointments from the Intake Virtual Worker to an actual Worker

• Transfer appointments from an actual Worker back to the Intake Virtual Worker if the Worker is unable to conduct the interview after they have claimed the appointment

Front Desk • Not relevant to this role’s typical duties as only Managers can Transfer appointments

PAEA • Not relevant to this role’s typical duties as only Managers can Transfer appointments

Caseworker • Not relevant to this role’s typical duties as only Managers can Transfer appointments

Cancel Status: A Scheduled appointment was canceled.

Position How Will I Use Cancel Status? Manager

• Determine how many appointments on average are being canceled

Front Desk • Change the Appointment Status to Cancel when a customer requests to cancel their

appointment or an appointment is Scheduled in error

• If a customer calls to reschedule their appointment and their appointment is in Cancel status, create a new appointment. Do not reschedule the existing appointment.

PAEA • Change the Appointment Status to Cancel when a customer requests to cancel their



Caseworker • Change the Appointment Status to Cancel when a customer requests to cancel their





No Show Status: A customer did not show for their interview. IES automatically updates the status to No Show in an overnight batch process.

Position How Will I Use No Show Status? Manager

• Determine how many no shows occur on average to see if the Default Office Schedule needs to be adjusted

Front Desk • Reschedule an appointment in No Show status if a customer walks into the office following a missed interview.

PAEA • Reschedule an appointment in No Show status if a customer calls the office to reschedule following a missed interview.

Caseworker • An application may have No Show status when a customer misses their SNAP interview and the Caseworker starts Data Collection on the application on the Medical portion.

Show/Waived Status: A customer is either currently waiting in the lobby (if their appointment is Show/Waived status and has not yet been claimed) or has already been interviewed.

Position How Will I Use Show/Waived Status? Manager

• Determine the number of customers currently waiting to be seen for their interview

Front Desk • Change Appointment Status to Show/Waived when the customer checks in at the front desk

PAEA • Not relevant to this role’s typical duties unless they are acting as a Front Desk Worker

Caseworker • When designated to conduct interviews, claim In Person appointments that are in Show/Waived status that have not yet been claimed



Frequently Asked Questions:

Q: When do I update the schedule through the Default Office Schedule page verses the View Maintain Office Schedule?

A: Update the schedule through the Default Office Schedule page when the change is long term and impacts multiple weekdays (i.e. the intake office staff is increasing by two).

Update the schedule through the View Maintain Office Schedule page for a shot term change (i.e. a holiday).

Q: Who can override the schedule?

A: Only users with the following roles in IES can override the schedule:

• Human Services Casework Manager

• LAN Coordinator

• LOA/ALOA/Regional Staff

• System Monitor

Q: How do I navigate to the Default Office Schedule to set it up or make edits?

A:

IES Navigation

Left Navigation > Scheduling > Office Schedule Management > Default Office Schedule

Q: How do I navigate to the View Maintain Office Schedule?

A:

IES Navigation

Left Navigation > Scheduling > Office Schedule Management > View Maintain Office Schedule

Q: How do I navigate to search for appointments?

A:

IES Navigation

Left Navigation > Scheduling > Search for Appointments

Or

Left Navigation > Scheduling > Office Schedule Management > View Maintain Office Schedule > [View Appointment] button > Search for Scheduled

Appointments

Documents

Scheduling Management Tips in IES...types of service coordination appointments in IES Phase 2. A Maximum Time Slot can only turn red by a Manager decreasing the number of maximum appointments