OR Notes
What are common acronyms that engagers use when documenting OR notes?
LVM, ACC, CIE, SWC.
If we are on the 2nd OR and have been unable to leave a VM, and there is also no address or email, do we request research?
YES
What method of communication are we using on odd outreaches?
Phone call & SMS
When requesting research on a phone number, is it okay to send an SMS message if we have the ability to do so?
No.
Where can you locate the status protocol?
YEET & Engagement Resources.
What important details would you include in your OR notes when a candidate shares that they landed a new position?
SWC landed a new position agreed to follow-up call sending landed email.
When do we request research?
When a phone number is inaccurate, not a working number and/or the wrong person.
What method of communication are we using on even ORs?
Phone call & Follow-up emails.
For programs under $750 with no EED, when is it appropriate to close them out?
If no contact has been made, we will close the referral after 60 days of OR starting from the candidate's departure date if no departure date use date of first OR.
If a candidate is rehired internally how would you close the referral?
1. Status: Cancelled by customer request/ Reason: Rehired by sponsor.
What additional protocol procedures do you follow when sending a SMS message?
Opt-out option, Dashes (123-456-7890), Country, Client Name,
When requesting research, where should you copy and paste the phone number that's needing to be researched?
In the phone comment section under update candidate data. Also best practice to copy into OR notes.
After the 7th OR, how often are we reaching out to the referral?
10 business days.
What are the two main specialty queues that you might have to reassign a new referral to and why?
No info or only a mailing address- assign to JoAnn Deborde
No phone with email address- assign to Rhonda Nolan
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.
What status do we place referrals in when we request research?
1. Status: On-Hold
2. Status Reason: Incomplete/ Inaccurate Information.
When is it appropriate to send a letter?
IF LinkedIn Outreach has been attempted and the researched number(s) are invalid, or cannot be confirmed after 3 attempts, it is time to send a letter.
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/ Reason-Not Interested/No Reason Given
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.
Which 2 statuses do you use for researched referrals? And Why?
1. Status: On-Hold -while the referral is being researched and until candidate information is confirmed.
2. Status: Assigned -Once candidate information is confirmed place referral back to assign status ready to engage.
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 first calling 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