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iComplaints

iComplaints. Internet Complaints Tracking. Army User Training. iComplaints Terms you need to know. Case. Case Age. User. User Role. Processing Office. Activity-Against. Events. EEO Contact Case. Complaint Case. iComplaints Terms you need to know. Case.

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iComplaints

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  1. iComplaints Internet Complaints Tracking Army User Training

  2. iComplaints Terms you need to know • Case • Case Age • User • User Role • Processing Office • Activity-Against • Events • EEO Contact Case • Complaint Case

  3. iComplaints Terms you need to know Case • Everything in iComplaints is a “case” • There are 4 kinds of cases... EEO Contact Case Informal Complaint Case Formal Complaint Case 1 Class Complaint Case 2

  4. iComplaints Terms you need to know Case EEO Contact & Complaint: • Has Case Number (Docket Number) • Is ‘open’ or ‘closed’ • Has a type: • EEO Contact • Informal Complaint ‘I’ • Formal Complaint ‘F’ • Class Complaint ‘C’ • Has a Subject block

  5. iComplaints Terms you need to know Case Complaint: • Has a Case Entry Date • Has an Age • Consolidated (Y/N) • Remanded (Y/N) • Belongs to a Processing Office • Has an Activity-Against • Belongs to a Case Manager • Belongs to a Processor

  6. iComplaints Terms you need to know Case Age • Normal allowable ages... • Informal Complaint is 30 days. Measured from Initial Contact. • Formal Complaint is 180 days. Measured from Formal Filed. • Class Complaint is 180 days. Measured from Class Filed. • Events can extend the allowable age of a Complaint. One or more Green bars indicate that all case processing events are on schedule and that the case status is Normal. 0 to 60% of allowable age. One or more Yellow bars indicate that an approaching case processing deadline currently or will soon require the user’s attention. The case status is Low Alert. 60-80% of allowable age. Solid red bars indicate that a case processing deadline is imminent and requires the user’s immediate attention. The case status is High Alert. 80-100% of allowable age. Flashing red bars indicate that a case processing deadline has passed without the required action taking place. The case status is Past Due. More than 100% of allowable age.

  7. iComplaints Terms you need to know User • Has Processing Office(s) • 1 For setting Case Numbers • 1 For Case Manager & Processor Assignment • 1 or more used by SEARCH • Can have 1 or more MACOMs/Sub Cmds • Used by CA ANALYSIS • Can be a default Case Manager for a Processing Ofc. • Has a Role. • Has a User ID & Password.

  8. iComplaints Terms you need to know User Role • Case Manager • At each MACOM & Field EEO Office • Must be assigned to a case to be “the” case manager (Unless you are the default case manager). • Processor • At each MACOM & Field EEO Office • Must be assigned to a case to be “the” processor (Unless you created the case). • MACOM Case Manager or Processor • At each MACOM EEO Office. Can use CA ANALYSIS. • EEOCCR Analyst • At EEOCCR Office only. Can create special Events.

  9. iComplaints Terms you need to know User Role Privileges • MACOM Processor • MACOM C.M. • Case Manager • EEOCCR • Processor Privilege: Manage Cases yes - yes -- Process Cases yes yes yes yes - Search Cases yes yes yes yes yes CA Analysis - - yesyes yes View A Case yes yes yes yes yes Create A Case yes yes yes yes - Delete A Case yes yes yes yes - Edit A Case yes yes yes yes yes Edit EEOCCR Events - - - - yes Assign A Case Manager yes - yes - - Assign A Processor yes yes yes yes - 9

  10. iComplaints Terms you need to know Processing Office • A Case belongs to 1 Processing Office (P.O.) • A User belongs to 1 P.O. • Users also have 1 or more P.O.s for case access. • Used by SEARCH • 1 user is the default Case Manager for a P.O. • Types: Field Offices, MACOM Offices, EEOCCR. • MACOM Offices have “HQ” in their title. • “Army EEO” is not a real P.O.

  11. Processing Office Hierarchy Sample Identifies the EEO Office that is processing the case 1-Agency Army EEO* 2-MACOM AMC* ARSB* INSCOM* IMA* USACE* MDW* 3-Office EEOCCR HQ HQ HQ HQ HQ IMANE CEBALT TACOM NGIC IMASW CEJAPAN SIERRA JACKSON CELROCK RRAD KNOX CEOMAHA * Not an actual Processing Office; it is used for rollup purposes only

  12. iComplaints Terms you need to know Activity-Against • Identifies the ‘Respondent’ of the Complaint. • Made up of 5 data elements... • Agency. Mandatory. The default is ‘Army’. • MACOM. Mandatory if Agency=Army. • Sub-Command. Optional. Includes IMA, USACE, USAR Regions. • Installation. Optional. Location of Respondent organization. • Organization. Optional. Free-form text. • Users can have 1 or more Agency/MACOM/ • Sub-Command values for case access. • Used by CA ANALYSIS (Agency/MACOM/Sub-Command)

  13. Activity-Against Hierarchy Sample Identifies the Respondent (the activity the case is against) 1-Agency NASA DLA Dept of State Navy Army 2-MACOM Europe INSCOM IMA USACE AMC MDW 3-Sub-Command COE HQ IMA HQ AMC HQ V Corps Dist IMA NE AMCOM VII Corps Dist IMA SW TACOM 1st PERSCOM Dist IMA Pac USASAC 42nd MP Grp Special Forces IMA Eur AFSC

  14. iComplaints Terms you need to know Events • Cases will have many events. These are the heart • of iComplaints. • Each event has a type, category & action. • Type: Informal, Formal, Class • Category: “Pre-Complaint Counseling”, “Hearing”, “ADR”, etc. • Action: “NSA Forwarded for Legal Revw”, “Hearing Started”, etc. • Each event has a date. • Each event has a comments block. • Events can extend the allowable age of the Complaint. • Certain events are “mapped” to the 462 report.

  15. iComplaints Terms you need to know Events Informal Case Formal Case Class Case • Pre-Complaint Counseling • Letters • ADR • Informal Closure • Formal Processing • Letters • ADR • Investigation • Hearing • Appeal ** • Final Agency • Action/Decision ** • Formal Closure • Class Processing • Letters • Hearing • Appeal ** • Final Agency • Action/Decision ** • Class Closure ** EEOCCR Events

  16. iComplaints Terms you need to know Events: Closures Informal Case Class Case • Notice of Right to File Received • Settlement (ADR) • Settlement (non-ADR) • Formal Filed (no Settlement/NRF) • -or- • Case Reopened • Dismissal • Final Agency Decision (Merit) • Final Agency Action (AJ) • Settlement (ADR) • Settlement (non-ADR) • Withdrawal • -or- • Case Reopened Formal Case • Dismissal • Final Agency Decision (Merit) • Final Agency Action (AJ) • Settlement (ADR) • Settlement (non-ADR) • Withdrawal • -or- • Case Reopened

  17. iComplaints Terms you need to know EEO Contact Case • EEO Contact & Complaint Contact are not the same thing. • Used for Information Inquiries and Precomplaints. • Anatomy of an EEO Contact... • Case ID • Case Number • Processing Office • Case Manager • Contact Details • Date • Comments • Person Info • Contact Events • Action • Date • Comments • Contact Events • Action • Date • Comments • Contact Events • Action • Date • Comments

  18. iComplaints Terms you need to know EEO Contact Case EEO CONTACTS LIST EEO CONTACT DETAILS CREATE CASE 1 Enter a new EEO Contact 1 Person & Address Info EEO Contact Case Click on existing EEO Contact 2 Add EEO Contact Data 2 EEO CONTACT DETAILS EEO CONTACT Person & Address Info 1 Displays EEO Contact Data & Event History Edit EEO Contact Data Edit EEO Contact Data 1 2 Edit Contact Event(s) 2 EEO CONTACT EVENT Add a Follow-Up Contact Event 3 Date, Comments Convert EEO Contact to Informal Complaint 3 4 Edit EEO Contact Event Close EEO Contact 5 4 Delete EEO Contact 6 Change Processing Office (optional) Add Activity-Against Data Specify Initial Contact Date

  19. iComplaints Terms you need to know • Complaint Events • Type (I,F,C) • Category & Action • Date • Comments • Associated w/ Claim • Complaint Events • Type (I,F,C) • Category • Action • Date • Comments • Complaint Events • Type (I,F,C) • Category • Action • Date • Comments Contacts Claims Contact Event Contact Event Contact Event Contact Event Complaint Case Anatomy of a Complaint... • Case ID • Case Number • Processing Office • Activity Against • Case Manager • Processor • Type (I,F,C) • Complaint Details • Initial Contact Date • Remanded (Y,N) • Subject (comments) Corrective Actions Contact Event Contact Event Complainant Statutes Contact Event Contact Event • Closure • Date • Action • Comments Fees Contact Event Contact Event Documents Contact Event Contact Event

  20. iComplaints Terms you need to know Complaint Case 4 Ways to bring up a complaint case record.... Search (button) CA Analysis (button) List all cases where List all cases where the the case’s P.O. matches case’s Agency-MACOM-Sub Cmd Case Records Case Records your case access P.O.(s) matches your reviewer access Case Records Process Case (click a link) Manage Case (click a link) List all cases where List all cases where you are the you are the case’s processor case’s case manager

  21. iComplaints Terms you need to know Complaint Case MANIPULATE CASE SEARCH CA ANALYSIS Process Case Manage Case CASE LIST CASE LIST CASE LIST Click on a Case Click on a Case Click on a Case CASE SUMMARY CASE SUMMARY Displays Case Info Displays Case Info CASE DETAILS Edit the Case Displays Complaint Data Email Case Summary 1 Delete Case 2 CASE DETAILS View Case Summary 3 4 Subject, P.O., Act. Against Edit Case Data 4 Edit Case Data Edit Case Tabs 5 5 Contacts Claims Events Corr Action Statutes Documents Complainant Fees Closure

  22. iComplaints Login Screen

  23. iComplaints Welcome Screen

  24. iComplaints Menu

  25. iComplaints EEO Contact Details Top Half Bottom Half

  26. iComplaints Case Details

  27. iComplaints Complainant

  28. iComplaints Case Events

  29. iComplaints Case Closure

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