Incident Management Process

Description

Incident Management allows companies to ensure the successful reporting, tracking, and resolution of accidents, injuries, service miscues, police/fire/ambulatory responses, and any number of other incidents or cases. Easily find trends and proactively mitigate against reoccurrences.

Each incident is automatically routed to the responsible party which decreases resolution time. By properly routing the incident from the beginning, in-house resources are utilized more efficiently. Routing incidents to the appropriate resource from the beginning ensures that each resource is being used to their highest and best potential. This reduces cost and improves overall efficiencies.

Incident Management comes with an intuitive dashboard. At a glance you can see your cases, overdue cases and open cases by priority.

Incidents and Case History are stored and can be used to create reports. Historical reports can be used to manage trends in performance, hazards, and case prevalence.

If you facilitate Service Contracts with Community Rehabilitation Programs (CRPs) (or Members), Incident Management integrates with Contract Management, creating a relationship between Contracts, Customers, CRPs (or Members) and Services, you can efficiently track service requests, automate service scheduling, and maintain service coordination via a onetime setup.

Use Cases

• A Customer, CRP, Member, or Company Employee initiates a case after an incident has occurred by filling out the online case management wizard. The wizard is designed to collect the relevant information for each incident/case type and route the case to the appropriate individual or entity
• After a case is submitted, the case is assigned to an individual who reviews the case details and takes action accordingly
• The individual logs activities such as phone calls, emails, faxes, and on-site visits in order to resolve the case
• Once a case is resolved, a resolution is provided and the case is closed

Features

• Formalized submission process ensures that all cases use a similar path to resolution.
• The formalized process ensures the collection of accurate, relevant data from the start.
• Streamlined resolutions are provided through auto-assignment and escalation which reduce oversight requirements and provide trackable resolution trends
• Centralized reporting provides accurate, insightful reports to help drive performance improvements
• High-visibility into the status of the case and its resolution process.
• Intuitive dashboard
• At a glance, see your cases, overdue cases and open cases
• Identify trends and proactively mitigate against reoccurrences
• Easily configure categories and priorities for incidents
• Management of Contracts allows an organization to track recurring service dates, service locations and expiring contracts .
• Quickly identify trends and get insight into the conditions and safety procedures
• Automated Notifications ensure that all related parties are up-to-date on actions being taken towards resolution
• Easy-to-use and intuitive design
• Record and manage incidents from anywhere
• Ensure compliance with company and customer service level commitments
• Available via the web for access anywhere, no hardware required

Screen Shots

• Dashboard

• Case Submission Wizard - Submit an incident through an intuitive wizard
  Step 1 Enter Contact Information.
  
  Step 2 Enter Details of the Incident
  
  Step 3 Enter Details about where the Incident Took Place
  
  Step 4 Enter Details about the Incident
  
  Step 5 Upload and Related Documents and Images
  
  Step 6 Enter Additional Details About the Incident
  

• Case Management

• Activity Log

Workflow