SOP – Community Care

1003: Handling Programming Requests for CC

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by

kdub
in

There are different ways we receive a programming request: Email, Phone, Chat, Mail, and in person. Certain information and steps must be followed to ensure we properly complete the request.

  1. Directory/Intercom Programming Work Orders
  2. Device Programming Work Orders (Fob, Card, Remote, Transponder, Access Card)
  3. Re-Programming Work Orders

Directory/Intercom Programming Work Orders

***Please advise resident that requests will take 1-2 business days to complete***

>>>>IF IT IS AN URGENT REQUEST, PLEASE MAKE IT A RUSH AND CC workorderspecialists@actionlife.com<<<

  • ONLY the homeowner’s on title can request to be added to the directory. A resident or tenant can only request programming if we have written authorization from the owner allowing us to proceed with the request. Sometimes there is form they need to fill out and if this form allows owner to sign for authorization directly on the form, that is acceptable too.
  • Check Profile to ensure Community Care programs and to view any special instructions.
  • Open a Work Order under their specific address for the request once you confirmed Community Care handles programming.
    • Priority Code will be: “Norm – Comm Care” unless it is an urgent request. If urgent it will be “Rush – Comm Care”.
    • Type: Programming
    • Description: “Directory”
    • Assign the Work Order to: Gate Programming – Community Care
    • The following information needs to be included in the work order:
        • Name to be programmed:  Last name, first name initial of the name needed to be programmed into the directory
        • Phone number including area code of the phone number needed to be programmed.
        • If there is a form that was submitted, please state that on the work order and include all information on the work order from the form such as vehicle information, contact information, payment information if they had to pay, etc.
        • Provide any other important details for the programming team.

        **Under the Notes – We MUST include the following:

        Homeowner(s) Name:
        Tenant(s) Name:
        Previous Homeowner:

  • E-mail work order to CCprogramming@actionlife.com. If the request is URGENT per the manager or you know it is a time sensitive request, please Copy workorderspecialists@actionlife.com so she can advise her team to complete asap.

Device Programming Work Orders (Fob, Card, Remote, Transponder)

***Please advise resident that requests will take 1-2 business days to complete***

>>>>IF IT IS AN URGENT REQUEST PER MGR/ASST, PLEASE CC workorderspecialists@actionlife.com<<<

  • Only the homeowner’s on title can request to purchase a device or to have one programmed whether it’s for them or their tenant (Unless proper written authorization is obtained).
  • Check Profile to ensure Community Care handles distribution and programming and to view any special instructions.
  • Open a Work Order for the request once you confirmed Community Care handles programming.
    • Priority Code will be: “Norm – Comm Care” unless it is an urgent request. If urgent it will be “Rush – Comm Care”.
    • Type: Select Gate (Programming) (GATP)
    • Description: Depending on the type of device – Fob/Remote/Access Card/ Transponder
    • Assign the Work Order to: Gate Programming – Community Care (GPC003)
    • The following information needs to be included in the work order:
      • YOU MUST USE THE Programming Outline Templates
        1. Include the type of device and the device # that needs to be programmed. Please ask/include all numbers listed on the device to ensure we get the correct number needed for programming.
        2. Please include the previous homeowner’s/Tenant’s full name so that we may remove them from the system.
      • If the request was mailed in:
        1. If the request for a device was mailed in with payment, please  state/confirm payment was received on the work order.
        2. Include what type of Device(s) the homeowner purchased that needs to be mailed out and programmed.
        3. Include the name and address the Device(s) needs to be mailed to.
  • E-mail work order to CC Priority. If the request is URGENT per the manager or you know it is a time sensitive request, please Copy workorderspecialists@actionlife.com so she can advise her team to complete asap.
  • The person who is in charge of email for the day will mark the request as “Programming.” Leave the email in CC Priority.  Only the reps that do programming should move the email from CCPriority to the Programming folder.

Re-Programming Work Orders (Directory or Devices)

*If multiple residents report the same issue, it is NOT a programming issue. Common area work order to the access control/gate vendor needs to be opened*

After re-programming a request twice and it’s still not working, please escalate to Mgr for approval to send vendor.

***Please advise resident that requests will take 1-2 business days to complete***

>>>>IF IT IS AN URGENT REQUEST PER MGR/ASST, PLEASE CC workorderspecialists@actionlife.com<<<

  • Only homeowner’s on title can request to have an entry or device re-programmed unless we have a record of a previous work order or note where the homeowner requested it prior to this.
  • Check Profile to ensure Community Care handles distribution and programming and to view any special instructions.
  • Open a Work Order for the request once you confirmed Community Care handles programming.
    • On the Description line of the work order, Depending on what it is that needs to be Re-Programmed, you may write: “Re-Programming Fob/Remote/Card/Transponder/ Directory”
    • Priority Code will be: “Norm – Comm Care” unless it is an urgent request. If urgent it will be “Rush – Comm Care”.
    • Assign the Work Order to: Gate Programming – Community Care (GPC003)
    • The following information needs to be included in the work order for Re-Programming of Devices:
      • YOU MUST USE THE Programming Outline Templates FOR DEVICE RE-PROGRAMMING
        • Ask homeowner to provide all numbers on the device to ensure we re-program the device correctly (Device numbers will never include letters, only numbers).
        • What happens when they try to use the device?
        • Is it only at one specific location or at all locations?
        • Any other homeowner’s that they know of experiencing the same problem? If yes, this should be a common area work order for the access/gate vendor. 
      • Directory re-programming
        • Ask homeowner to verify phone number that needs to be programmed
        • What happens when a guest try’s calling them from the intercom? What Error Message?
        • What happens when they hit “9” or “0” on their phone to let their guest in?
        • Any other homeowner’s that they know of experiencing the same problem?
      • E-mail work order to CC Priority. If the request is URGENT per the manager or you know it is a time sensitive request, please Copy workorderspecialists@actionlife.com so she can advise her team to complete asap.
      • The person who is in charge of email for the day will mark the request as “Programming.” Leave the email in CC Priority.  Only the reps that do programming should move the email from CCPriority to the Programming folder.