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Standard Operating Procedures: Intake Officers

Role: INTAKE
Purpose: To act as the first point of contact, receiving complaints and routing them to the appropriate investigative unit.

Daily Checklist

  1. Queue Monitor: Constantly monitor the "New Complaints" queue.
  2. Triage: Review high-priority flagged reports immediately.

Core Workflows

1. Receiving a Complaint

  1. Source: Walk-in, Phone, or Email.
  2. Log Case: Click New Case.
  3. Reporter Info: Capture detailed contact info for the complainant (unless anonymous).
  4. Description: Write a clear, factual summary. Avoid opinion.
  5. Evidence: Log any initial evidence provided (screenshots, documents).

2. Triage & Assessment

  1. Risk Assessment:
    • Is there immediate danger to life? -> Severity 5 (Critical).
    • Is financial loss imminent? -> Severity 4 (High).
    • Routine report? -> Severity 3 or lower.
  2. Classification: Tag the case type (e.g., Identity Theft, Cyberstalking).

3. Routing

  1. Assignment: Assign the case to the appropriate "Zonal Command" or "Unit Supervisor".
    • Do not assign directly to an investigator unless authorized.
  2. Handover: Ensure the physical file (if any) is securely passed to the supervisor.

Critical Compliance

Accuracy

  • The quality of the investigation depends on the accuracy of the intake report.
  • verify phone numbers and emails by reading them back to the reporter.
  • Always issue a Case Reference Number to the complainant.