For Caseworkers

EnquiryDesk allows caseworkers to be manage enquiries which are assigned to them, carry out any first-contact communications with a client, and close an enquiry with the outcome of either 'Case Opened' or otherwise.

Once a case is opened, client information should be moved into your case management system, and the enquiry 'Closed' on EnquiryDesk so your team are made aware. At this point we imagine that ongoing communications with the client will not utilise EnquiryDesk but rather be carried out one-on-one utilising other telephony and email tools.

Caseworkers can also:

• Receive automatic email notifications: Caseworkers receive an email when an enquiry is assigned to them

• View Enquiries as Individual or Team: see all the cases which are assigned to an individual caseworker or a specific team

• Details of enquiry and help-seeker: see all the details about the enquiry and the help-seeker in one platform