22 Questions
What is the recommended way to document emails in the Contact Log?
Copy and paste the email into the Contact Log
What feature can be used to group cases by contact information?
Group By
What should be included in the viewable fields when updating a case?
Case, Method of Contact, Contact Organization, Contact Name, Additional Details
What is not a recommended practice for recording case notes in START?
Using structured/formatted comments
Where can case notes be recorded in START?
There is no specific location for case notes
What is the purpose of the gear icon in case management?
To update viewable fields
What should be done if a case is scheduled for an interview and the medical status is Not Started?
Update the Observed Medical Condition to Medical Condition Affects Scheduling
What type of user role is required to edit automated Contact Log entries?
Contact Log Admin
What is the purpose of the Bulk Contact Log Entry module?
To manually add a Contact Log record in multiple cases at once
What should be included in the Activity Log for an applicant who is COVID positive?
The applicant is COVID positive and assigned to RSC Asia Casework Manager Group for follow-up
What happens when a case is scheduled for an interview and the applicant has a medical condition?
A Special Interview Arrangement is created with the status Medical Condition Affects Scheduling
What is required to add a Contact Log record in multiple cases at once?
A spreadsheet as a data source
What is the primary purpose of the Contact Log?
To record interactions with applicants
What should be done when an applicant is receiving TB treatment or is a TB suspect?
Update the Observed Medical Condition and create a Special Interview Arrangement
What is the purpose of recording unsuccessful contact attempts in the Contact Log?
As a risk mitigation measure
When can RSCs record contact with applicants outside of START?
When communicating with applicants about cases that are not available or editable in START
What is required to record a Contact Log entry?
All of the above
How many Contact Log entries are needed for an interaction where an applicant emails RSC and RSC responds?
2 entries
Why does RSC Eurasia record all unsuccessful contact attempts in the Contact Log?
As a risk mitigation measure and to track internal progress
What is the purpose of the Contact Log Update Action Item?
To track internal progress towards an action
How should RSCs record multiple contact instances regarding the same issue?
Consolidate them into a single 'Contact In' and a single 'Contact Out' entry
Is it a PRM requirement to log contact information outside of START?
No
Study Notes
Managing Contact Log
- To update viewable fields, use the gear icon to ensure that the fields include Case, Method of Contact, Contact Organization, Contact Name, and Additional Details.
- The Group By feature can be used to group contacts by Contact Name or Contact Organization.
Recording Correspondence
- Record significant correspondence and emails regarding a case in the Contact Log.
- Avoid attaching emails between the RSC and RPC or the RSC and PRM to cases; instead, copy and paste emails into the Contact Log to document.
- If an email contains an attachment or image, it can be attached to the case.
Comments
- There is no single location to record case notes (comments) in START.
- Comments are not required for case processing.
- Do not use structured/formatted comments in START.
Contact Log Updates
- Use the Contact Log Update Action Item to track internal progress towards this action.
- RSCs can record unsuccessful contact attempts with an applicant in the Contact Log (optional and per RSC discretion).
- RSC Eurasia records all unsuccessful contact attempts in the Contact Log for tracking purposes.
Manually Recording Contact Log Entries
- To manually record a Contact Log entry, navigate to the case-level screen, click the "Contact Log" case-level tab, and click "New".
- Select the Type of Contact ("Contact In" or "Contact Out").
- Separate Contact Log entries are needed for each instance of contact.
- Consolidate multiple contact instances regarding the same issue/inquiry into a single "Contact In" and a single "Contact Out" entry.
Special Cases
- If a case is scheduled for interviews and medical is Not Started, update in Observed Medical Condition and create a Special Interview Arrangement with the status Medical Condition Affects Scheduling.
- If an applicant is COVID positive, receiving Undergoing TB Treatment or TB Suspect, update in Observed Medical Condition and create a Special Interview Arrangement with the status Medical Condition Affects Scheduling.
System-Generated Contact Log Records
- START automatically creates Contact Log records for scheduled events.
- Automated (system-generated) Contact Log entries should not be manually edited.
- If a record contains an error, a user with the Contact Log Admin user role can adjust the record and enter a justification for the change.
Bulk Contact Log Records
- Contact Log Admin users can use the "Bulk Contact Log Entry" module to manually add a Contact Log record in multiple cases at once.
- RSC can import spreadsheets as a data source for bulk Contact Log entries to record multiple Case Note Numbers at once.
Learn how to use filters and group by features to manage lists and data. This quiz covers updating viewable fields and grouping data by contact name or organization.
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