Case management and workflow
Case management and workflow
Table of Contents
Table of Contents PAGEREF _Toc69217903 \h 1
purpose PAGEREF _Toc69217904 \h 2
workflow information PAGEREF _Toc69217905 \h 3
PD General Workflow PAGEREF _Toc69217906 \h 4
apd Workflow roles PAGEREF _Toc69217907 \h 5
apd workflow summary PAGEREF _Toc69217908 \h 6
Case Number Processing PAGEREF _Toc69217909 \h 6
OFFICER ACTIONS PAGEREF _Toc69217910 \h 6
supervisor actions PAGEREF _Toc69217911 \h 7
record actions PAGEREF _Toc69217912 \h 9
workflow status PAGEREF _Toc69217913 \h 9
case status PAGEREF _Toc69217914 \h 9
APD Suggested case status options PAGEREF _Toc69217915 \h 10
dispositions field PAGEREF _Toc69217916 \h 10
apd disposition box options PAGEREF _Toc69217917 \h 10
workflow status PAGEREF _Toc69217918 \h 10
apd workflow options PAGEREF _Toc69217919 \h 10
purpose
The RMS2 supports an automated workflow that is designed to move reports through the approval and distribution cycles in the agency affecting any report type utilized in the system. The ANY Police Department has determined that the workflow capabilities will only be utilized supporting incident reports. The workflow is managed by a server-based workflow service that works from a defined set of rules. The rules are not designed to be user modifiable at the current time and must be set up by EIS during configuration. The workflow routing is controlled by individual personnel identification numbers and role membership as defined in the RMS security system (AAC). Workflow provides the following
Tracking assigned case numbers to ensure reports are filed.
Performing defined workflow through the approval and assignment process within the agency.
Adjust the security settings on the report per the workflow definition to minimize chances of inadvertent changes outside allowed policies. For example, many agencies do not allow deputies/officers to change a report after it has been submitted for approval.
Log appropriate notifications as a permanent record of the processing.
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workflow information
The RMS2 workflow’s most visible element is the “Workflow Action Items” listing. This is a grid-based display of “work items” or more simply stated, a “to-do list”, that the user is responsible for. Items in the dashboard are selected directly from the workflow action item table in the database based on the security permissions, defined roles and groups and pin of the logged-on user.
Sample “Workflow Action Items”:
The workflow service runs on a timer and will cycle through the rules and process reports at regular intervals, approximately every 1-2 minutes. For example, when an officer completes a report, it should show up in the supervisor’s dashboard with about two minutes for review and approval. This will apply whether the report is done in the field or in the station.
PD General Workflow
Case Number
Case Number
Officer requests case number.
Officer requests case number.
158115046355Patrol Officer
Patrol Officer
3019425162560Auto Route Supervisor. when marked complete
Auto Route Supervisor. when marked complete
189547529845Reject
Reject
2352675269240Supervisor
Supervisor
3324224198120003752850260985Auto Route to Records when marked Approved
Auto Route to Records when marked Approved
RouteApproveRejectAssign
RouteApproveRejectAssign
Records
Records
RouteReject back to AuthorFile Local
RouteReject back to AuthorFile Local
apd Workflow roles
The following listing defines the total system roles that will be defined within the RMS system, and a subset of these roles will have specific workflow processing directives incorporated into the Workflow process engine.
APD ADMIN
APD OFFICER
APD RECORDS
APD SUPERVISOR
apd workflow summary
Officer requests case number from Communications. On close of call CAD pushes notification to RMS to initiate missing report timer. Officer has 24 hours to begin data entry on case. Starting data entry (completing and saving the report face page) will suspend “Missing Report” timer.
Officer writes report. Once a report is started, if it isn’t completed within 4 days, a notification will be sent to the Supervisor group.
Officer completes report and upon checking report complete box, it automatically routes to Supervisor group.
Officer can Route to anyone within report context.
Supervisor
Approves report. Once approved, case automatically routes to Records for processing.
Rejects report back to Officer.
Assigns case to a Detective for follow up,
Can Route to anyone.
Records
Final report actions – Modified report workflow status and locks reports.
Rejects report back to Officer
Can Route to anyone.
Case Number Processing
The workflow processor monitors assigned case numbers so it can apply rules designed to detect missing reports in the system. When a new case number is received from the CAD system and no report exists for the case, the workflow processor can route a “MISSING” notification to the officer that drew the case number in the CAD system. The notification is automatically cleared if a subsequent report is submitted before the item is cleared by the user.
OFFICER ACTIONS
The officer completes the report and checks the “Complete” box, then saves the report. Upon saving the report, the report will be automatically routed to the “Supervisor” group for review. All Supervisors will be part of the Supervisor group and therefore any Supervisor can review a completed report.
Incomplete, Rejected, and Overdue reports show up automatically on the officer’s dash board. Reports in the dashboard require some action by the officer. Double click any entry in the dashboard to bring up the report for action. The type of action will be indicated in the “Action” column of the dashboard. Actions include:
Incomplete – require completion.
Rejected – require remedial correction.
Scheduled – will show up when a completion time was placed by a Supervisor and will remain until completed.
Information – a report was routed to the officer for information only and requires no further action other than to review. Generally, the person who forwarded the report for information will indicate comments or directions in the Comment field. After the report is reviewed, it can then be deleted from the dashboard
Assign – a report is assigned to the officer for follow-up investigation. The officer takes ownership of the case.
Incomplete Report Timer - If the report is started but not complete, the officer gets an incomplete notice on his/her dashboard. The incomplete timer looks for any incomplete reports that are older than today’s date minus the agency set rule of the amount of hours or days the officer has to complete the report. If an expired report is found, an entry is placed in the report management log. This timer is triggered on all incomplete reports that do not have a workflow status of REJECTED and that have never been completed.
Routing/Distribution - If the report is to be routed and/or distributed, the officer will select the appropriate items. The Routing/Distribution list will go to SUPERVISOR group for approval
supervisor actions
When a report is marked “Complete” and “Saved” by the officer, it will automatically be routed to the Supervisor group associated with the author during configuration for review. All Supervisors are associated with the related group role. All Supervisors will see reports ready for approval. It will show in the dashboard Action Column as “REVIEW”. The report should be read and reviewed for completion and adherence to agency policy/best practices and then either approved or rejected.
Note if a Supervisor simply marks an item complete, it removes it off all the supervisor’s dashboards.
When the report is pulled up, it will be in the read mode; you can use the annotation buttons at the top to “mark” up the report if it needs corrections. Consider saving the report to a file on your desktop and DELETE it once the officer corrects the report. Click on the ACTION button to pull up the mask to approve or reject the report.
When the report is pulled up, it will be in the read mode; you can use the annotation buttons at the top to “mark” up the report if it needs corrections. Consider saving the report to a file on your desktop and DELETE it once the officer corrects the report. Click on the ACTION button to pull up the mask to approve or reject the report.
Approve Routing/Distribution List - If the list is approved, no further action is required.
Reject Routing/Distribution List - If the List is rejected, it will be automatically routed back to the officer for corrections
Reject Report – If the report is rejected, it will be automatically routed back to the officer for corrections. The Supervisor can identify a time frame that the report has to be corrected and returned by the officer for approval. The agency can also set a default time value. Rejection function will also be exposed to the Records group.
Approve Report
If the report is approved and no further action is required, it is automatically routed to Records for final action.
Route Report
An approved report can also be “Routed” to another group, individual, or division. As an example, the report can be routed to an Admin staff member as Information.
Assign
If a case needs follow up investigation, it should be “Assigned” to the appropriate investigator.
Clicking the ACTION button will bring up the Report Management Action screen allowing the actions listed above.
Make sure you enter the status of the report under the New Status box. To reject a report, check the reject box, you can also put in a due date; enter any additional comments and SAVE. To approve the report, check the Approve checkbox. If needed you can route the report, assign it to an officer or detective or route it to Records.
Make sure you enter the status of the report under the New Status box. To reject a report, check the reject box, you can also put in a due date; enter any additional comments and SAVE. To approve the report, check the Approve checkbox. If needed you can route the report, assign it to an officer or detective or route it to Records.
record actions
Records personnel should check the dashboard on a daily basis. Any reports sent from members of the department that require action will appear in the dashboard under status Route. With the dashboard open, Records personnel should click on the report. Make any necessary manual distributions and verify IBR data. Actions available to Records personnel include:
Reject – require remedial correction.
Route – An approved report can also be “Routed” to another group, individual, or division. For example, the report can be routed to an admin staff member as Information.
File Copy - requires a full review of the report and updating the related State Reporting data, when complete remove from dashboard.
At times a report will be routed to records as Information only and requires no further action other than to review. Generally, the person who forwarded the report for information will indicate comments or directions in the Comment field. After the report is reviewed, it can then be removed from the dashboard.
workflow status
RMS2 contains a couple of “status” fields associated with any report in the system. These are intended to allow the user to monitor and track the report through the system and manage the investigation and ultimate disposition of the report.
case status
A definable field that allows the agency to monitor the investigation of the report. Typical values are OPEN, CLOSED, INACTIVE, ASSIGNED. This field is maintained and assigned by the agency in the Report Manager or Entry programs. A single Case Status applies to the complete report; including all supplements.
APD Suggested case status options
The Case Status field will be completed by the Officer and reviewed by the Supervisor during approval process.
dispositions field
The disposition Field is configurable to the agency needs. This is typically used to further define how the case status was changed or how the case was closed. For example, to indicate why a Case Status is CLOSED, you might select “Closed by Arrest” from the Disposition box. If a case status is “assigned”, you might select the disposition of “Assigned to Detectives.”
apd disposition box options
workflow status
A definable field that allows the agency to track the progress of the report through the approval and assignment cycle. Typical values are INCOMPLETE, COMPLETE, APPROVED, REJECTED, FILED. This field may be maintained by the agency in the Report Manager or partially handled automatically by the rules defined for Workflow Processor. Each submitted report has its own workflow status, i.e. each supplement has its own approval cycle and workflow status.
apd workflow options
INCOMPLETE
COMPLETE
APPROVED
REJECTED
FILED
Workflow status is kept distinctly separate from the investigative “case status” since they serve different purposes in the agency and they are mutually exclusive.
The Workflow status field is intended to track the report through the approval cycle and ultimately reflect that the report entry and approval cycles are complete and the report may now be released to the public or filed with the DA/Courts as necessary and as a valid and full record of the incident. Typically, a “FINAL COPY” is used for this purpose.
Source: Case Management Workflow.docx