When to create a case
This guide will help you to identify calls that require a case to be created, and also on which calls you should collect the caller’s details.
Click here to open a printable version of table below (pdf file)
| Type of call | Create case | Record caller name, address, EDI etc. | Additional information |
| Call disconnects upon answering | No | No | |
| Silent call | No | No | Advise supervisor in debrief of how many silent calls received |
| Chat/ Psychosocial/ Emotional | Yes | No | |
| Signposting | Yes | No | |
| Local Referral | Yes | Yes | |
| Safeguarding | Yes | Yes | Follow safeguarding process |
| Signpost to Refugee Services where caller has no credit on their phone | Yes | Yes | Record in signposting section in Dynamics. In summary notes record OST to contact Refugee Services. |
| Voicemail – contact made with caller – signposting / psychosocial call | Yes | No | Update supervisor via WhatsApp with time call made and “case raised” |
| Voicemail – contact made with caller – local referral raised | Yes | Yes | Update supervisor via WhatsApp with time call made and “case raised” |
| Voicemail – no contact made | No | No | Update supervisor via WhatsApp with time call made and “no reply” or “unable to connect” |
| Voicemail – message left | No | No | Update supervisor via WhatsApp with time call made and “voicemail left” |