Where automated, enquiries will be assigned to the Engagement and Support Team Leader for the region.
Where entered manually, the user can select who to assign to from the list of Engagement and Support team members, TP team members and Journeying team members.
An additional staff member can also be added. The enquiry will show in My Enquiries for both these people.
Changes to the allocated person will be recorded in the notes section of the enquiry.
You can add notes, documents and tasks to an enquiry at the household level. To record action taken on the enquiry and potentially progress the enquiry to the Journeying team, if appropriate, click on the specific enquiry from the household list.
There, below the enquiry details, you'll see the triage outcome.
*N.B. all pre-April 2025 enquiries are auto marked as auto-progressed to the journeying team under a "legacy" status
Select the appropriate status and press update.
If passing to the Journeying team then the journey will be auto-assigned to the local lead Journeying Coach. It can also then be reassigned if needs be.
They can continue to add notes, tasks and documents.
As the journey progresses, the Journeying Coach will select the new stage from the drop down which will, in turn, update the journey with the date, add a note and update the headline stage.
The Journeying stage will show on the household based on the latest stage selected. You can go "forwards" on the journey but not "back".