User's Manual

Business Guidelines – Processes and Procedures
Version: 2.3 45 10/15/2009
Daily Duties
• Review SCRAM Daily Action Plan and take recommended action based on alert
type.
• Review the appointments for the day.
• Update the client contact logs and issue progress reports to supervising agents.
• Check for intakes that have not yet been installed and ensure that they are
scheduled or the supervising agent has been notified as to the status.
• Check the inventory and order as needed.
Client Office Visit/Check In
• Attempt to schedule a meeting with the client and supervising agent.
• Inspect the bracelet for signs of tampering, excessive wear, and inquire about
comfort issues.
• Conduct an observed IR reading upload, if requested by AMS.
• Ensure payments are up to date.
• Review reports to determine compliance and address any issues or concerns.
• Schedule the next appointment and document the date and time in SCRAM
NET.
Confirmed Drinking Event
• AMS Customer Services confirms the alert.
• The supervising agent is notified by the submission of a Non-Compliance Report.
• Place a copy of the Non-Compliance Report in the client’s file and enter a
comment in SCRAM
NET.
Suspected Obstruction
• Service Provider/Agency phones client and asks them to bring in the modem.
• First Time
o Conduct an observed IR reading upload and review the data with client,
showing the good patterns vs. the bad patterns.
• Second Time
o The supervising agent is notified of both events by the submission of a Non-
Compliance Report and the client is sanctioned by reviewing the Non-
Compliance Report, if appropriate.
o Place a copy of the Non-Compliance Report in the client’s file and enter a
comment in SCRAM
NET.