SWI Policy and Procedures June 2015
There are occasions when the system applications necessary to perform intake duties are not available to staff. These system applications include the IMPACT case management system, the Internet, the DFPS computer system, and the Automatic Call Distributor (referred to as ACD). "Downtime" is the term used to describe the span of time when one or more of these system applications are unavailable.
When downtime begins, a staff member is designated as the downtime lead. Persons assigned to this role could be the SWI assistant commissioner, a program administrator, an intake supervisor, or a worker V. The downtime lead instructs staff on how to proceed with continuity of operations. The downtime lead instructs intake staff by email, instant message, or by verbal communication regarding intake actions during the downtime period. The downtime lead may refer intake staff to the Downtime page on the DFPS intranet. Downtimes may be planned or unplanned.
Planned downtime occurs when one or more of the system applications necessary to perform intake duties is intentionally taken off-line in a pre-arranged and controlled manner, coordinated by IT and SWI staff. Planned downtime is necessary to allow IT staff to update the applications to ensure ongoing, reliable performance.
Unplanned downtime occurs when one or more of the system applications necessary to perform intake duties goes off-line without any advanced knowledge.
If the intake specialist's shift ends before he or she is able to complete documentation of a call in IMPACT, the intake specialist must obtain direction from the downtime lead before leaving for the day.
Depending on circumstances of the downtime, intake specialists who telework may be required to complete their shifts on-site.
All calls taken during IMPACT downtime must be entered into IMPACT when system functionality resumes.