For agencies🏢 Agency Management

Leave notes and standing instructions on a consumer

Keep a dated, signed note log on each consumer, and pin the ones that whoever books their next job needs to see.

Everything your agency learns about working with a person belongs on their record, not in somebody's head. Each consumer has a note log where entries are dated and signed, and any entry can be pinned as a standing instruction so it appears to the coordinator booking their next job.

Step by step

  1. 1Go to Agency, open the Operations page, select the Consumers tab, and open the person you want.
  2. 2Switch to the Notes tab at the top of the panel.
  3. 3Type the note in the "Add a note" box, for example "meet at the side entrance" or "the family will try to interpret, decline politely".
  4. 4Tick "Standing instruction" if whoever books this person next needs to read it, then click "Add note".
  5. 5Leave it unticked for a one-off record of what happened. It stays in the log as dated history.
  6. 6To change your mind later, use "Pin as standing instruction" or "Unpin" on any entry.
  7. 7Read the log top to bottom to see who wrote what and when. Standing instructions carry a teal Standing badge.
  8. 8Switch to the Job history tab to see this person's last 50 jobs with dates, customers, and status.

Tips

  • A standing instruction shows in an amber banner under the consumer picker on the assignment form, so a coordinator reads it while they are booking rather than after.
  • Note text cannot be edited once saved, and there is no delete. A note is often the written reason behind a do-not-send, so mistakes are retracted rather than erased.
  • Retracting keeps the entry, strikes it through, and records who retracted it and when. Use it when a note was wrong, then add a fresh one saying what is right.
  • Notes you wrote before this log existed appear as a single imported entry, pinned, with no author. That is the old free-text notes box, carried over.
  • After a merge, the notes from the merged record stay readable on the kept one, each labelled with the record it came from.
  • The job history lists jobs where this person is the primary consumer. Jobs where they were added as an extra consumer are not in the list yet, and the tab says so.
  • Notes stay inside your agency. Interpreters never see them, on the job card or anywhere else.

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