| System Function | Business Function | Guidance | Example | SOP |
New Contact | New Contact engaged by NIAA | Email is unique identifier | Contact | CRM.3.1 |
Assign Contact Relationship LEAD | NIAA staff member responsible for Contact | Highest Operational NIAA staff involved with Contact | CEO of KLC = Kimberley Regional Mgr | CRM.3.2 |
Add Privacy Collection Notice (PCN) | When adding Contact to CRM, PCN script is read out to Contact | NIAA has existing contact (via Email) then PCN as implied can be used with notes. | Community member NIAA have emailed for years, add to CRM with implied as PCN method | CRM.3.3 |
Add Stakeholder Involvement | What level the Contact is involved nationally | Highest level of Org impact | Local Profile=Local, Regional Profile=Regional (Land Council CEO), National Profile=National | CRM.3.4 |
Add Contact Sectors | What Sector(s) Contact involved. | Align to NIAA Sector Strategies | Ranger John Smith=Land Councils | CRM.3.5 |
Add Contact Specialist Subject Areas | What Special Subject Area(s) Contact involved. | Align to NIAA Regional Strategies | Ranger John Smith=Land, Culture and Language | CRM.3.6 |
Add Contact Biography | Minister Visit Contact Biography required | Use approved information E.g. Org Official website | Individual Profile of Organisation Website | CRM.3.7 |
Add Contact Location | Main location of Contact, Physical and Postal addresses | Longitude and Latitude (enables mapping) of each | -35.34347, 149.08586 | CRM.3.8 |
Add Contact Connection | Contact linked to other records; Grant activity/Organisation/Engagement | Other records impacted by Contact | Organisation, Grant Activity, Opportunity | CRM.3.9 |
Add Contact Sensitivities | Sensitive details of Contact exist | Detail not all NIAA staff need to see | Contact involved in local issue | CRM.3.10 |
Add Contact Communication Protocol | Specific message on for NIAA staff prior to any engagement | An issue or way of engaging required | Compliance concerns, only NIAA CEO contact Org | CRM.3.11 |
Add Contact TAG | To group Engagement records, TAGs can be used based on theme | Check existing TAGS or use 4DIGIT code | 4KIM-Youth for Kimberley Region Youth | CRM.3.12 |
Add Interaction to Timeline | Track Email, Appointment, Phone Call, Task to Contact | Contact = “Bucket” interactions are “Balls” | Appointment added to Ranger John Smith Contact | CRM.3.13 |
Manage Duplicate Contacts | Contact has been recorded twice, Email is the unique identifier | refer duplicate Contacts to CRM via Grant Front Door | John Smith js@gmail.com & js@hotmail.com same DOB and same community needs merge by CRM | CRM.3.14 |
Deactivate Contact | Contact is now deceased | Add “DO NOT USE” Communication protocol, add note on record and deactivate record. | John Smith deceased, confirmed from organisation they worked for and local media. | CRM.3.15 |
Contact Doc Prod (PDF) | Summarise the Contact in a PDF for availability offline | Minister visit Contact can be printed for pack | John Smith the Ranger – For Minister Opening Airport | CRM.3.16 |
CDP Contact | See Organisation Primary Contact | Org Primary Contact different to Org add Communication Protocol for Org Contact & use CDP | CDP Coordinator is used and Org CEO is added using Communication Protocol | CRM.3.17 |
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