When a General or Probation level user indicates a question is “Ready to close”, the screen redisplays indicating that the response is being sent to a Work reviewer for review, rather than being sent directly to the client.

When a General or Probation user clicks on Save/Send, the question is moved to “Work review” status, and an email is sent to the staff member’s Work reviewer (as nominated in the Probation or General user’s signon), asking them to review the work before sending it to the client.

Note that if the nominated Work reviewer has their Availability set to No, the system will find an Available staff member of Supervisor level or higher as the Work reviewer for that particular question, and notifies them accordingly.  It looks in the same location first, and then escalates to a local System Administrator, and finally to the Active System administrator, if none is found.

General and Probation users can send a note to their Work reviewer using the Note for reviewer field.  They are shown the closing fields and must select values for any mandatory closing fields like Expertise and Category, but their Work reviewer will be able to amend their selections, when they review their response and send the answer to the client.

Questions in “Work review” status appear in the Open questions screens but they can only be worked on by the allocated staff member, the allocated Work reviewer or other staff with Work reviewer function permission (generally granted to Supervisors and above). All other users will be told they do not have permission to work on this question if they try to use functions like Answer, Third party, Reallocate, or Change on this question.  For that reason the allocation of the question shows as the ID of both then General or Probation user/Work reviewer e.g. jw/sf where jw is the probation user.

Further the Allocation of the question in the details screen shows the full staff users names e.g. John Wallace/Shirley Forster where John Wallace is the probation user.

Email to the work reviewer

This is the email that a Work reviewer receives when a question is recommended for closure by a General or Probation user. Note that this email includes the General or Probation user’s recommendation for KB inclusion.

The status of this question right now is “Work review” and that clearly shows in any search screens like Open questions.

As with all RefTracker staff emails, the Work reviewer can click on a hyperlink in the email to go directly to the RefTracker function that they need to use to perform the work requested.

Normally the Work reviewer would use Answer to review the work that has been done. When the Answer is correct, they choose a closed status in the How complete field, and the appropriate closing data fields show, such as whether the question and answer should be included in the knowledge base, can be made. Review the staff interface training for details of how to use the Answer screen, if required.

Work reviewers may wish to use the Details and History tabs to see all the information that has been provided about what the client is looking for.

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.

If the work reviewer works on the question and chooses “Leave open”, the status of the question will remain as Work review.

If the work reviewer needs to refer the question back to the Probation user for more work, they can use “Allocated staff communication”.  The status of the question will remain as Work review.

If the work reviewer needs to allocate the question to another staff member they can use “Reallocate”, in which case the work review status will be removed so others can work on the question.

When the Work reviewer closes the question the system is already showing allocation <probation user name>/<work reviewer name>. This ensures that statistics about who supplied the answer reflect the staff member who supplied the response, not the Work reviewer. It also means that if the client wishes to re-open the question for additional information, the probation user will be allocated the question on reopen.  If they are unavailable or were a General user (who cannot be emailed), the reopen will be escalated to the Work reviewer, and if not available, another staff member in that location who has permission to do work review, and if none is found, to a local System Administrator, and finally to the Active System administrator.

Here is how the allocated staff/work reviewer relationship is presented in the Details tab of the Summary screen (see the Allocated staff line). Format is <User who provided the response>/<work reviewer>.

If the question is added to the KB, it will be the Work Reviewer’s name that is recorded as the staff member who contributed the question to the KB.