This worksheet will show you how to:
- Create a new TMI and populate the start-up fields
- Record the start of the investigation
- Add a contact/apply contracting
- Add the outcome of the TMI
- Add TMI specific info
- Add activities
- Resolve the TMI
For information on finding TMIs, how to put a TMI on hold, add a notice, link TMIs, audit a TMI (AHMs only), arrange a lock change as well as managing TMI contacts please see related guides.
Background Scenario
You have been assigned a temporary absence TMI and are going to manage the process until the TMI is resolved.
YODA Steps to Follow |
Procedural Points |
| Populating the core fields | |
| Select the HOME menu and then click on the TMI block. Remember to search the list by property to ensure that there isn’t already a TMI entered.
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You can also find TMIs via the contact, property and tenancy screens as well as using the Global Search. |
| The TMI List View will appear. To create a new TMI select | |
| First select the ‘TMI type’ field. Type in the first few letters of ‘temporary’ and then press the Enter key. Your TMI type box will update accordingly | Or you can select the TMI type from the drop down list and select ‘Look up more records’. Then click the TMI type and then on Add |
| Enter the date of notification in the ‘Notified on’ field | |
| In the ‘Initial SLA’ field select the timescale for the initial call-back, in this case it is 10 days. | |
| The Stage of the TMI is ‘Active Requests’. This is automatically updated when the investigation start date is populated. |
| Next select the ‘Tenancy’ field, here you can add the first few characters of the address and press the Enter key, then select the address from drop down menu. |
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| Add a description about the TMI in the description box. Don’t forget your who, when, where, why and whats. You can refer to the application form here. | As you can add details about the situation behind the TMI in the description box you will not have to create a separate activity. |
| Click to create the record, it will now be labelled with a unique TMI number and the TMI type.
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How to record receipt of application |
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| If you have received a temporary absence application add the date of receipt. | |
| You can also add an EDM link to the form for reference | |
| Add an activity to confirm with the contract holder receipt of application. Go to the activities section and click on the +. Then add an activity as usual. | |
| Adding Contacts | |
| Go to the TMI Contacts Section and select This will open up a new TMI contact form. If the person isn’t already on YODA you may have to add a new contact to YODA first. | Note: You will not be able to add a contact until you have saved the record. |
| First select the ‘Contact Type’ field and select the spyglass. There are a varied number of contact types depending on the type of TMI you have created.
Select the correct option – e.g. Contract Holder/Notifier/Unauthorised occupant. Make sure the actual contract holder (i.e. a contract holder who has gone into hospital) is added to the TMI
For more information on contact types please see guide. |
These are the choices for the temporary absence TMI |
| Type in the contact’s name or address in the ‘Contact’ field and then press Enter. Select the relevant contact from the drop down list. | |
Applying a contract to a TMI contact |
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| The contact record is default to apply Yes to a contract. If you know that the contact will not require a contract click on the ‘Contract’ field to change from Yes to No. You will need to give a reason as to why you are not applying a contract. e.g. Notifying only.
If you are applying a contract use the following steps: |
In general we will not be setting up contracts for agencies, users, or contacts who are notifying only. |
| The start date will auto-populate with today’s date, so first choose the contact frequency from the drop down list. This will then populate the next contact due field. | |
| Also select the preferred contact record.
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| Here select Yes or No for whether support is required. If you specify Yes you will be asked if a support referral has been agreed.
If a support referral has not been agreed you will need to choose a reason why from the list that appears. |
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| Finally enter the relevant desired outcome (if it hasn’t already been added). | |
| When the TMI has to come to an end mark whether this outcome is satisfied/accepted. | |
| Save and Close the contact record to return to the TMI. | |
| REPEAT ABOVE PROCESS FOR ALL CONTACTS INVOLVED IN THE INVESTIGATION | |
| Provide temporary absence reason | |
| If known enter the reason for the temporary absence. | |
Recording the start of the investigation |
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| Update the investigation start date field | This will automatically change the stage of the TMI to Investigation Commenced. |
| Once the investigation form is completed you can add the link to the investigation form in EDM in this field | |
Adding the outcome of the of the TMI |
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| If not already entered you can add the desired outcome of the TMI. Click on the spyglass next to the outcome field to choose from the main list. | These are the outcomes: |
| Repeat to choose a sub-outcome if necessary. These will vary depending upon the main outcomes that you choose. | |
| Populate the outcome date. This is the date that an internal decision is made to accept/reject the outcome. | |
| Populating the Absence start and return dates | |
| When the main TMI outcome is ‘Absense Accepted’, you will be asked to populate the start and expected return dates of the absence. You will receive a task notification 2 days prior to the expected return date if the actual return date field is unpopulated. | |
| You can then populate the Actual return date, as well as any reasons for non return. | |
| If the absence start and expected return dates are longer than 12 weeks then an extended temporary absense is required. Choose from the drop down the reason for the continued absence/failure to return. | |
| The system will automatically send a task to the AHM to approve the extended absense. Once they have changed the outcome to Extended absence approved, a new task will be added to the activities section and sent as an activity to the owner of the TMI. | |
| If the extended absence is rejected the AHM will need to give a reason in this field:
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Adding activities to the TMI |
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| You may want to add any conversations, phone calls or other correspondence pertaining to the TMI. To add a new activity go to the activities section and click on the +. Then add your activity as usual. | |
| Don’t forget to save your changes as you work through the TMI | |
| Assigning to another staff member/team | |
| To assign the TMI to another team/staff member select the magnifying glass by the owner’s name. The field should go blue. Over-type the name of the team/user and then press the Enter key.
Select the correct owner from the drop down list. |
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| Now click Save & Close
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Resolving a TMI |
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| To close a TMI you will need to add a resolution date. As soon as you enter the date and Save the TMI will be made inactive. Before you close the TMI it is good practice to finalise the outcome for the TMI contact (see contracting section above) and although the TMI itself will be made inactive the TMI contacts will remain active for reference. | |
PROCESS FLOW DEPENDENT UPON INVESTIGATION OUTCOME
| TEMPORARY ABSENCE GRANTED:
· Record start date · Record expected return date · Record actual end date · If the contract holder does not return, record not returned reason · Update active contacts with outcome and close contracts · Enter investigation resolution date |
TEMPORARY ABSENCE REJECTED:
· Update active contacts with outcome and close contracts · Enter investigation resolution date |
Additional Information –
- If the contract holder requests a longer temporary absence after initially granted, you should amend the expected end date (if approved)
- If the temporary absence is over 12 weeks/ 3 months, the AHM must approve by changing the outcome to extended absence approved or rejected. If rejected, the AHM must record the rejection reason.
- If the contract holder fails to return, you should utilised the Notice, Court & Eviction functionality and add the notice link into the TMI.
- Sometimes you will be notified of someone’s temporary absence by another person e.g. prison officer, social worker, hospital staff but you will still be expected to contact the contract holder and complete the full investigation.