SOP_Intake_Inquiry.txt

Zoom Phone / Salesforce Agent Guide (Full SOP)




	Intake Inquiry Process (Full SOP)
	Objective: 
	To provide a standardized process for RDOs and GMs to report Intake-related concerns, ensuring timely feedback and resolution from the Intake Leadership team.
	Expected Results:
	Ensure  that all Intake-related concerns are resolved within a predictable window while providing leadership with the data necessary to implement permanent process improvements. By documenting every occurrence, we create a transparent feedback loop that eliminates recurring bottlenecks.
	Version
	Date
	Modified by
	Comments
	1
	3/19/2026
	Matt A.
	First Draft
	

Background & General Guidance
Historically, feedback on our intake process has been shared through various channels, which can lead to missed details or delayed resolutions. To ensure every operational hurdle is captured and addressed, we ask that any concern - whether it's a delayed follow-up, a missing hand-off, or a tech hiccup - be reported through the SOP below. This will allow us to track trends, assign ownership, and close the loop on every item.
What Types of Issues Should Be Reported?
* Follow-up delays (e.g., Lead not contacted within expected window)
* Missed handoffs or scheduling gaps
* Incorrect client data or documentation issues
* Technological hiccups (e.g., broken Zoom softphone, or Salesforce workflow failures)
* Any situation where the intake process didn't work as expected
Tip: When in doubt, report it! It's better to document a minor hiccup than let a recurring issue go untracked.
Process Steps
1. GM or RDO identifies an Intake concern.
2. GM/RDO submits the Intake Inquiry Form (linked here).
3. Intake Leadership reviews the form; a member of the team will be assigned and will respond within 1 business day.
4. A resolution or next step is documented and communicated back to the submitter.
Frequently Asked Questions
Q: What if my concern doesn't fit the form fields?
A: Use the "Additional Comments" section to describe the situation in detail. The Intake team will follow up if clarification is needed.
Q: Who should I contact for urgent Intake issues?
A: For immediate or time-sensitive issues (e.g., a new client with no scheduled assessment), contact the Intake Manager directly via Teams, referencing that a formal form submission will follow.
Q: Will I be notified of the outcome?
A: Yes. You will receive an update within 1 business day of submission, and a final resolution notification once the issue is resolved.