OR Notes
What are common acronyms that engagers use when documenting OR notes?
LVM, ACC, CIE, SWC.
If you receive a referral that has an email address but no phone or invalid phone number how do you proceed?
Move invalid number to phone comment box and assign to Rhonda Nolan -Email Only
What method of communication are we using on odd outreaches?
Phone call & SMS
If you receive an ACC number back from research and you're unable to leave a voicemail message, is it okay to send a SMS message?
No.
Where can you locate the status protocol?
Engagement Playbook & Teams- Engagement Resources.
What important details would you include in your OR notes when a candidate shares that they landed a new position but is not ready to start services?
SWC landed a new position agreed to follow-up call sending landed still eligible email.
Which program type include dedicated coaching?
Search Launch, Professional, virtual Professional, Executive, Executive Premium
What method of communication are we using on even ORs?
Phone call & Follow-up emails.
Where to locate the Halt tracker?
In Teams under Breaking News
If a candidate is rehired internally how would you close the referral?
1. Status: Cancelled by customer request/ Reason: Rehired by sponsor.
What information has to be included in the candidate data to make sure a SMS message shows up in your OR notes?
Dashes (123-456-7890), Country,
If a candidate's last day of work is 60 or more days out, how do you proceed
1. Make a total of 2 outreaches
2.Send still working email
3. Set next contact date to 6 weeks prior to LDW
4.Assign to Maria Ramphal-Work Flow
After the 7th OR, how often are we reaching out to the referral?
10 business days.
(Scenario)
-You call an ACC number
-Someone answers the phone
-How do you proceed?
1. Confirm first and last name
2. Confirm recently worked for sponsor company
3.Confirm impacted by recent changes
A candidate shares with you they are not ready to get started for medical reasons and request a call back more than 30 days. What status do you place this referral in?
1.Status: Delayed/ Reason: Client wishes to delay
When you receive an inbound OR note in your queue with a blank next OR date, how do you proceed?
Based on the OR notes provided in NGEN you would determine what the next OR date would be.
(Scenario)
- You have reached the end of the OR cycle
-You have not made contact
-EED is in the future
-How do you proceed?
Reassign to Sherry Martino
When is it appropriate to send final or eligibility email?
2 weeks prior to EED or end of outreach cycle
Candidate answers and states "I'm at the airport" and hangs up. What is the correct disposition to use and why?
Disposition: Not Ready/ Reason: Not a good time to talk
You have a referral that has reached its EED. You spoke with them, and they shared with you on the first OR they were not ready to activate services. What status do you close the referral out in?
1. Status: Declined/ Eligibility Expired
When the OR notes state [Updated referral 67062729 to referral 67128430 from matched CIE registration.] What are the next appropriate steps.
Call candidate to verify if they are ready to start. If no contact send Welcome CIE email.
If you receive a referral with a mailing address -no email included and you discover the phone number is not in service and research or Linked-In is not permitted, how do you proceed?
-Change OR method to "Letter Sent"
-In the comment box add "Letter 1"
-Remove next contact date
-Assign to Support Team, ST
When you receive a number back from research, how many times are you going to call that number and if no answer what voicemail should you leave?
Three times/ Generic VM
When leaving a voicemail for a new referral with information provided by the sponsor company, you hear only the automatic recording and no name, how do you proceed?
Follow OR 1 protocol
Which of the following on-hold statuses do we not use?
1. On Hold-Gateway restricted waiver not signed.
2. On-Hold-Gateway restricted customer requirement not met.
3. On Hold-Not Yet Eligible