Complaint Intake for Investigative Cases

When you enable case proceedings in Public Sector, an easy-to-use complaint form and other investigative case management–related pages are automatically available on your benefit assistance portal.

The complaint form uses the CaseProceeding/ComplaintIntake Omniscript, which in turn uses a Discovery Framework sample template to capture complaint information. The Discovery Framework sample template, Public Sector Justice and Investigative Case Management, includes some assessment questions and these Omniscripts:

CaseProceeding/RCVDetails

Captures the details of the regulatory codes that are relevant to the complaint.

CaseProceeding/ParticipantDetails

Captures the details of the participant, such as role, first name, and last name.

CaseProceeding/Allegations

Captures the details of the allegation, such as date, location, and description.

When a constituent submits a complaint on the portal, Public Sector automatically creates these records:

• Public complaint, which stores the complaint information such as incident and reporter details.
• Assessment question responses, which store regulatory codes, allegations, and participant details from the complaint.
• Custody item relations, which store the digital evidence files for the complaint.

• Prerequisites for Investigative Case Management Complaint Intake
  Before you set up complaint intake for investigative cases, complete the prerequisites.
• Set Up Complaint Intake for Investigative Case Management
  Deploy the Discovery Framework sample template and activate the Complaint Intake and other required Omniscripts.