PUBLIC ENQUIRY - CRM Public Enquiry SOP's (SOP.CRM.4.0)

Create Public Enquiry with Contact info

Initial contact with NIAA, walk in or call to Regional Office

Add Contact and/or Org to record 

Ranger John Smith called about NAIDOC posters

CRM.4.1

Create Public Enquiry Call Back info only 

Anonymous, willing to provide Call Back info only 

Record enquiry with Call Back info and assign

Unknown caller, please call back RE: RJED

CRM.4.2

Create Public Enquiry no Call Back info

Anonymous, no Call Back info provided 

Record enquiry, no Call Back info provided.

Unknown caller, RE: RJED no Call Back info provided

CRM.4.3

Assign Public Enquiry LEAD

Assign to NIAA User of Program/Policy/Region Public Enquiry 

Operational NIAA staff relating to Public Enquiry

Ranger enquiry, Assign to Ranger Team 

CRM.4.4

Add Public Enquiry Location

Main location relating to Public Enquiry

Longitude and Latitude (enables mapping)

-35.34347, 149.08586 

CRM.4.5

Add Public Enquiry Connection

Public Enquiry linked to; Org/Contact/Grant Activity/Application

Other records impacted by Organisation 

Engagement, Grant Activity, Opportunity or Contact

CRM.4.6

Add Public Enquiry Sensitivities

Sensitive details of Public Enquiry exist

Detail not all NIAA staff need to see

Public Enquiry relates to particular issue

CRM.4.7

Add Public Enquiry TAG

To group Public Enquiry records, TAGs can be used based on theme

Check existing TAGS or use 4DIGIT code as prefix 

4KIM-Youth Kimberley youth related enquiry

CRM.4.8

COMPLETE Public Enquiry

Public Enquiry progressed to an outcome, or progress to another record

Record outcome or progress record

Enq progressed to Opportunity/Engagement etc

CRM.4.9