F3. FOUND FACILITY

Found Facility Process Training

You need to make sure that the caller is from a facility.
First you need to click on the Found Pet button, click on Facility and ask for the Zip Code.

If there is no record of the facility you have to fill all the information of the facility.

​Then you will have the Facility record and click on Facility Report Found Pet

​Fill up the information.

​If the pet is Alive - Not injured there is no need for us to make any outbound call.

If the pet is Alive - Injured or deceased we need to make a 3 way calling to inform the pet owner.

​Status should be FOUND.

​We need to provide the pet´s owner information.

Always ask if they want the ship to information. (This is the place where the pet was microchiped).

​An email will be sent to the pet owner with the contact information of the facility.

The status of the pet will change to yellow.

OUTBOUND CALLS

Found Facility Outbound calls 

"Open Found Outbound calls"

Open a Specific case

CSR can see the details of the pet, the locator, and the pet parent 

CSR makes a phone call 

Record phone calls and results using the Log a Call tab and quick text

Did we reach the Pet Owner? No

CSR sets case status closed - Unsuccessful 

Do you know if we reach the Owner? Yes 

CSR opens the HomeAgain process(Linked in Report Name), updates Found Status 

CSR changes case status to closed