Intake Team Operations Manual
Appendix 2 - Call outcomes
On completing a call an advisor must enter an ‘outcome reason’. These reasons describe the type of call they have just completed. For reporting purposes, it is essential that the advisor selects the correct outcome. The outcomes are listed below:
| Wrap up reason | Used when |
|---|---|
| A-T ongoing | Call either transferred to Assessment Team or relating to ongoing complaint at assessment phase |
| CQC – Not ECHO | Call transferred to the CQC |
| HOS – Not ECHO | Signposts to HOS where an ECHO record cannot be created |
| ECHO (FWD) |
All enquiries where a case is forwarded to Assessment (including new cases taken over the phone and resubs) |
| ECHO (Complained to BinJ) | Cases recorded on ECHO where the caller is already in the complaints process with BinJ |
| ECHO (Not Complained to BinJ) | Cases recorded on ECHO where the caller has never complained to the BinJ |
| NOT ECHO (Complained to BinJ) | Cases NOT recorded on ECHO where the caller is already in the complaints process with BinJ |
| NOT ECHO (Not Complained to BinJ) | Cases NOT recorded on ECHO where the caller has never complained to the BinJ |
| Intake – Ongoing / Resub / Fwd |
Cases already recorded on ECHO that remain at Intake stage, including prems and follow up prem enquiries. |
| INV - Ongoing | Call either transferred to Investigation Team or relating to ongoing investigation |
| Not ECHO – Non LGSCO | Signpost to other organisations where and ECHO record cannot be created (apart from CQC and HOS) |
| Not ECHO - Post | Caller decides to submit complaint in writing |
| Not ECHO - Web | Caller decides to use web form |
| PHSO – Not ECHO | Signposts to PHSO where an ECHO record cannot be created |
| Terminated | Call ended by Intake Advisor |
| Transfer | Call transferred to non-Investigative function – i.e. Facilities, HR |
| Prem enquiry | A case has been recorded on ECHO and a prem enquiry made |