SOP – Community Care

314: Assigned Day for CC Emails

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by

kdub
in

Please also reference SOP 304 – CC Emails

Community Care is responsible for 3 email folders. CC Priority, CC General, and Work Order Updates. We rotate the responsibility of overseeing these emails and making sure the emails are completed in a timely manner daily within our department. You may view the “CC Email Schedule” under your outlook calendars to see who is assigned to oversee the emails on a specific day.

Below is what is expected when working on emails:

  1. *Log off the phones to complete emails.
  2. Go through and review all emails, oldest to newest, in CommunityCare.
  3. Continue to monitor new high priority CommunityCare emails when necessary.
  4. Begin working the emails in the order they were received first, (showing preference to any emergencies) again, while keeping an eye on new incoming emails
  5. Once high priority emails are addressed, make certain to address all email correspondence (no skipping around).
  6. If there are a large number of urgent emails, notify both Community Care Leads and CC Manager immediately for direction so that additional staff can be assigned to emails to help clear the flagged emails.
  7. If the phones get backed up and you are still working the flagged priority emails, do NOT log in (unless you are specifically instructed to do so by a lead/manager).
  8. Once CommunityCare emails are cleared, move over to the Work Order Updates email inbox and work on emails oldest to newest.
  9. If all 3 boxes are cleared, log back onto the phones and monitor the email. Log off when necessary to complete emails.

*When to log in on the phones:

  • If the phones get backed up and you are still working the flagged priority emails, do NOT log in (unless you are specifically instructed to do so by a lead/manager).

*PRE (Phone Receptionist Emails):

  1. When working on PREs, they are all flagged but you must make the determination of which ones are actually urgent so you handle those emails first.
  2. One return call attempt should be made for every PRE that requires a return call (except leak related).  Use following script if you reach VM: “I’m from the Community Care Department at Action Property Management and I’m returning a call for ___________.  I’m so sorry I missed you!  Please call us back at 949 450-0202 and tell the person that answers the phone that you are returning a call from Community Care. We look forward to helping you. Have a great day.”
  3. Three (3) return call attempts should be made for every PRE that is leak related.  After each attempt the email should be re-sent to CommunityCare stating that another attempt should be made in 30 minutes.  After the 3rd attempt a note should be made in the homeowner’s “Notes” stating the 3 attempts were made to return the homeowner’s call.
  4. If there is no VM available for any return call, a note should be made on the homeowner’s account indicating that a return call was attempted but no VM was available (3 attempts should still be made for leak related issues, even if there is no VM available).