School can create different concern types in the defined categories. The person who is assigned as a branch owner can submit the concern by choosing the category and concern type. The concern submitted by the branch owner can be handled by the following roles based on the concerned type defined.
Roles who can act on the concerns:
The concern can be raised by the owner assigned at the branch level.
If the Work Flow to handle the concerns is not defined,
The principal of the branch and system admin user will have access to act on the concern.
If the Work Flow to handle the concern is defined,
The concerns will be handled by the users assigned at different levels. The users (except the highest level user ) at the levels will be able to write the remarks and forward the concern to the next level. The user who is at the highest level only will get the option to close the concern as it is forwarded by the previous users.
Email Communication:
Email communication is enabled as when it is being raised and attended by different people until it is closed/resolved.
Raise a concern – Owner at branch level receive an email as he/she raises the concern.
Assume that the workflow is defined with 2 levels.
Level 1 – Principal or system admin or the person who is assigned at level 1 receives an email with the concern details.
Level 2 – The person who is assigned at level 2 receives an email with the concern details as and when it is forwarded from level 1.
Create Inter office Concerns:
Concern Types and description can be created only in system admin login.
Step 1: Please login to MCB with system admin login credentials. Visit Concerns module by clicking on the Home link on the top right corner.
Step 2: Click on Create Concern Type option under Concerns module or on the dashboard.
Step 3: Click on Inter office Concerns tab to view or create concern type. As you click on Inter office concerns tab, it will list the existing concern types and the description and user-assigned at the organization level.
Step 4: To create new Concern Type, click on Add Concern option under Concern Category
Step 5:
Enter Concern Type, description
Choose a responsible person at the organization level. The user you choose here will receive an email as and when a concern is raised by the staff. For example, if a school’s director wants to be notified when a concern is raised, you add him/her as a responsible person at an organization level. As you enter the user name, the system would show the email and mobile number automatically.
Click on Save to create the concerned type or Cancel to revert.
Please find the concern created along with the existing concern types as shown below.
Assign Branch owners to the Inter office Concerns:
Step 6: Top assign branch owners to the concern types and to define who has to handle at different levels, please click on Assign responsible person at branch level.
Step 7: Choose Branch and concern type as Inter office concerns and click on Get.
Step 8: Go through the note given for setting up the workflow for each type. Based on your requirement, you may define the workflow against each concern type.
When no workflow is defined, The principal of the branch and system admin user will have access to act on the concern.
Step 9: To assign a branch owner to raise the specific concern at a branch level, click on the Assign button against the concerned type. Please note that you need to assign a branch owner to each concern types individually.
Step 10: You can assign a branch owner through an access level or User type. Choose User type, Access level from the options available in the dropdown.
Enter user name if it is through user type or Branch code if it is through branch access level.
Click on Save button to save the settings or Cancel to revert.
Step 11: To delete the branch owner, click on the delete icon.
Step 12: To define a workflow to handle the concerns, click on +Define workflow to handle the concerns option against the concerned type.
Please note that for each concern type for which there are different people to handle the concerns, workflow needs to be defined.
Step 13: Choose access level, user type and enter a level number. Click on save button to define the level or cancel button to revert.
Step 14: To add another level, click on Add level option.
Step 15: Choose access level, user type and enter a level number. Click on save button to define the level or cancel button to revert.
Step 16: To edit the level, click on the edit icon against the level.
Step 17: Make the necessary changes in the level and click on tick mark to save the changes or cross mark to cancel the changes.
Step 18: To delete the user, Click on the delete icon.
Step 19: Click Yes, delete it! To confirm the deletion and cancel to revert.
How can we raise an Inter office Concern:
The branch owner assigned for a concern type can only raise the concern from his/her login.
Step 20: Login with branch owner user login credentials, click on concerns module.
Step 21: Click on Raise concern option on the dashboard or from the concerns menu on the top menu bar.
Step 22: Click on Inter-Office Concerns tab.
Step 23: It will list the concerns which already raised with the details. To raise a new Concern, Click on +Raise Concern button on the top right corner.
Step 24: Choose Concern Category, Select Concern type, Request Severity as Low or Medium or High based on the severity of the concern which you are raising.
Please note that there is two option as +Add Concern and +Add Indent.
Concern: This option is used for concerns which do not involve finance.
Indent: This option is used when any material, training, etc which involves finance.
Step 25: To raise a concern, Click on +AddConcern tab.
Step 26: Enter Details, Objective and Remarks of the concern.
Step 27: To add more another concern, Click on +AddConcern to get another row added to enter the details.
Enter the details in the second row, attach files if any by clicking on Choose option and selecting the file from your computer.
Step 28: To add an indent in the same concern, Click on +Add Indent option.
Step 29: To add another indent, click on +AddIndent option again.
Step 30: Verify the details entered and click on the Submit button to submit the concern or Cancel to revert.
Step 31: As you submit the concern, it generated a unique reference number.
How to attend an Inter office Concern:
Inter office concerns can be attended by people who are assigned at different levels to handle the concerns.
Step 32: Login and click on Concerns module.
Step 33: Click on View inter Office Concern option on the dashboard or from the Concerns menu on the top menu bar.
Step 34: All branches or a specific branch, All concerns or concerns with a specific status and click on Get button to view the list of concerns.
Step 35: It will list the concerns based on the selection. Pls note the status, in-process and closed for all the concerns. A link to open the concern and take action will be enabled at the reference number.
Step 36: To act on the concern, Click on the reference number.
Step 37: Enter the resolution and click o Submit button or Cancel to revert. When you submit the concern the concern status will change as In process. Please note that the person at a lower level cannot close the concern. He/she can provide a resolution if it is in process or forward it to the next level.
Step 38: If you would like the concern to forward it to the next level, click on the Reference number.
Step 39: Click on Forward To Next Level button on the top right corner.
How to handle the concern at the final level:
Step 40: Login and click on Concerns module. Click on View Inter Office Concerns link on the dashboard or from the Concerns menu. Click on the Reference Number to act on the concern.
Step 41: Since it is the final level login, there will be a status option to choose and there will not be a button for you to forwarding it to the next level.
Choose the Status, Enter Resolution and Click on Submit button to update the status or Cancel button to revert.
