User's Manual

Business Guidelines – Processes and Procedures
Version: 2.3 14 10/15/2009
Internal (Customer) Organizational Roles and Responsibilities
Based on AMS’ experiences with facilitating the set up of several Call Centers and Direct
Agencies, we have defined the following roles and responsibilities for successful
implementation of a SCRAM Program. Although one person may perform multiple roles,
the tasks associated with each role must be performed or are critical in the proper
management of clients, inventory, and equipment.
SCRAM
Executive
Sponsor
Agency
Coordinator
(Agency)
SCRAM
Administrator
(Service Provider)
Agent
Inventory
Specialist
Equipment
Operator
Agent Supervisor
Figure 2: Organizational Structure
Position Definitions
Each position’s roles and responsibilities are:
Role Primary Responsibilities
SCRAM Executive Sponsor
Determine strategic direction related to the SCRAM
Program
Maintain financial oversight
SCRAM Administrator
Establish and implement Service Provider/Agency
communications
Manage client workload