Reviewing the work of General – Probation users

When General and Probation users attempt to close questions for which they do not have the permission to close, the question is referred to that user’s Work reviewer, (as nominated in the Work reviewer field of the Probation and General user’s signon – the nominated Work reviewer is normally a Supervisor or above but the role can be made available for Regular users to perform using their signon Functions tab).

The Work reviewer must then review the answer provided, close it so the answer is sent to the client, and decide whether the question and answer should be included in the knowledge database, if appropriate.  Alternatively they may want to pass it back to the Probation user for more work (as part of their learning process), or they might want to pass it on to another user for them to do more work. Details of how to use all these processes are provided in the next page.

The History and Correspondence tabs will also provide information about the General/Probation user that the question has been referred from, and how they went about answering the question. Part of the role of the Work reviewer is mentoring Probation users on the techniques and language that they should use to answer questions.