User's Manual

Business Guidelines – Processes and Procedures
Version: 2.3 46 10/15/2009
• Third Time
o The supervising agent is notified of both events by the submission of a Non-
Compliance Report and 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.
Communication Issue
• First Time
o The client is contacted and asked why the modem did not complete required
call.
o The client is issued a verbal reprimand.
o Place a note in the client’s file and enter a comment in SCRAM
NET.
• Second time
o The supervising agent instructs the client to report with the modem and
performs an observed download.
o Change scheduled communication time and instruct the client that data
uploads are their responsibility.
• Third time
o A Non-Compliance Report is submitted to the supervising agent/agency and
reviewed by client.
De-Installation/Program Completion
• Review the payment history of the client to determine the amount owed. Assess
how any outstanding payments will be handled.
• Update the billing sheet and issue final invoice showing paid in full.
• Check in the SCRAM equipment using SCRAM
NET.
• Ensure that the uploaded data does NOT contain any non-compliance events.
Note: The client cannot be removed if a non-compliance event is suspected.
• Give the supervising agent a notice of program completion.
Communication with Supervising Agency/Officer
• Establish protocols to ensure that a consistent flow of pertinent information is
delivered per the agency’s specification.
• E-mail or fax a softcopy or mail a hardcopy of the Non-Compliance Report.
• Service Provider/Agency establishes a single point of contact with AMS by
establishing a relationship with an AMS Customer Services Manager.