Special Instructions

One of the most labor saving features in a service request is the "Special Instructions" field.  This field is automatically filled in with specific information about the member and specific instructions related to the type of service.  

Member information

Member information comes from the member's record, and is part of the completely customizable "Additional Member Data" portion of the record.  It is a flexible free text field.  Your Village can add any type of information you feel is needed.    While the type of information is extensive, it need only be entered once when the member first joins, and then rarely afterwards if there is a substantial change. 

Creation of the initial information is usually the responsibility of the membership team when a member has their interview and joins the Village. See the flow chart in the Membership discussion to understand this process.

Part of the special instructions field in a Service Request is filled in when the member is selected and part when the service type is selected.  This field is visible to the office staff as part of a service request, and can be edited by them after it is filled in automatically.   It is also shown in the VSS when a volunteer clicks on the details of a service and can be included in the email that goes out to volunteers soliciting their help with this service or confirming their offer to perform the service.

Communication Information

Your Village should use this information to indicate if the member reliably reads their emails.  The office staff uses this to know whether the automatic emails generated when a service request is confirmed is sufficient notice for the member, or if the member also needs a phone call.  This section should also indicate if the member can use voicemail effectively, or needs an actual conversation.  

It sometimes indicates whether one of the member's children manages their appointments and should be notified of all appointments.  The section can contain instructions for volunteers indicating the best way to contact a member (phone, text message or email).

Mobility Data

Most Villages will want to incorporate information about the member's mobility.  Sometimes a member uses a wheelchair and the volunteer both needs room in their car for it and must be able to lift the chair into their car.

Examples of Special Instructions

Instructions to Office Staff

Member reliably reads their email

Mobility

Mary uses a walker

Jason uses wheelchair; volunteer must be able to lift the wheel  chair (25 lbs) and have room in trunk.

Joyce uses a cane

Heidi is a very slow walker

Transportation

Susan enters and leaves through garage.  Pick up from driveway

Pick up Lilly around the corner on Oak Street, not at front door on Grove Street.

Elaine has handicap parking sticker.  Remember to return it at the end of the service.

Specialty

Call Robert 30 minutes before pickup time

Friendly visits for Ernie should be limited to one hour

Don't let Ann's cat out when opening the door

Communication

Bertha (daughter) manages Mary's appointments, call Bertha @ (555)322-1234 instead of Mary

Best way to contact Maria is via text messages to cell phone

Don't assume that leaving VM or email is sufficient to contact Lisa