Describe the flow of phone calls coming in to ESI and their distribution.
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Phone call
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Phone call is current client in Nutrition, Home Assistance, Transportation or Rep Payee
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NO
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Phone call is new contact. Lauren will identify the call to EA in serve tracker.
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YES
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YES
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Call is transferred to one of those program personnel or voice mail.
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Call transferred to CM office. Angela, Judy or Caitlin in that order. If no one is available, call goes into Caitlin's VM.
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YES
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Person taking the call will complete the phone call form and give to Angela who will post to the excel spreadsheet
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YES
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Caitlin will verify stats between spreadsheet and serve tracker for monthly stats
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YES
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Arrangement made for inhome mini assessment to determine client needs and arrange for services.
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NO
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If client declines, a follow up will be made in 4 to 6 weeks for 2-3 times.
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Phone call tree
