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Glossary of Terms

Glossary of Terms

Owned by Vi.Dang
Last updated: Dec 01, 2024 by Janine.Moll
2 min read

 

 

Activity:  services undertaken under each Engagement (E)

  • Group

  • One-on-One

  • Walk the Floor

 

Conclude:  the function undertaken which denotes that all activities and case notes have been completed for each engagement.

 

Customer Program (CP):  is an alphanumeric number used to identify a parent case, formerly known as a Rapid Response (RR) number.

 

Engagement (E):  is an alphanumeric number used to identify child cases within a Customer Program (CP), formerly known as an Appointment (APP) number.

 

Engagement Search:  functionality on a users’ home page to search for customer programs and engagements under the following properties:

  • Customer ID (i.e., customer name)

  • Customer Program ID (i.e., CP number)

  • Engagement ID (i.e., E number)

  • From Date / To Date

  • Status (i.e., pending engagement, resolved etc.)

 

My Calendar:  functionality on a users’ home page to manage diary functions (i.e., past and upcoming appointments, availabilities and working schedules).

 

My Work:  functionality on a users’ home page to allow access to:

  • My Engagements:  all open/pending cases (jobs)

  • My Follow-Ups:  all open/pending follow-up cases (jobs)

  • Recently Completed:  not currently in use.

 

Phoenix:  is the prior platform utilised by Rapid Response (Phoenix – Servicing Application 2.0). Note - Phoenix remains in use however Rapid Response now use an application called ‘Universal Case Management (UCM)’ which has been built out of Phoenix

 

Product:  the type of service being delivered under Rapid Response

  • Critical Incident Response

  • Planned Support Services

  • Other products as they are developed in the future.

 

Recents:  display of five (5) most recent cases on home page, with functionality to navigate to ‘see all’ cases.

 

Roles & Recipients: denotes the roles of:

  • Referrer: name of person who referred the Rapid Response request to Converge

  • Authorising Manager: name of the person at the customer organisation who is able to authorise the referral to Converge

  • Onsite Contact: name of the key contact at the customer organisation with whom the consultant will liaise with

 

Universal Case Management (UCM):  is a Converge-wide case management system which replaces the prior existing operating Phoenix system for Rapid Response Services