Relay CRM
Software
Records the eligibility decision, rationale, and client communication.
activeDocumented Process
Assess service eligibility
Purpose
Confirm that the client need, timing, and service criteria align before a commitment is made.
Owner Role
Program Manager
The durable responsibility for this Process.
Current Role coverage
SR
Sofia Reyes
Permanent coverage
People explicitly covering an active mandate for the Owner Role in this snapshot.
Connected context
2 systems · 1 exception · 2 process dependencies
What supports, alters, or connects to this work.
Responsibilities remain. People change. Lotura separates the accountable Role from the people currently covering it.
Before the sequence
Understand the connected context
Systems, legitimate alternate paths, and Process dependencies explain how this work actually operates—not just how its Steps read.
Supporting contextSystems usedTechnology, services, or records directly used by this Process.2 systems
Intake Vault
Manual record
Provides the supporting information used in the assessment.
Operational realityExceptionsLegitimate alternate paths when the usual Process does not apply.1 exception
Urgent safeguarding concern
Applies to the whole Process · Owner Role: Program Manager
- When
- Information suggests an immediate safety or safeguarding risk outside the normal service assessment.
- Response
- Stop the standard assessment, follow the approved emergency referral guidance, and record only the minimum necessary information.
Process dependencies
Upstream
Processes this work relies on
Downstream
Processes that receive or follow this work
Operational definitionStepsThe documented sequence and the Role responsible at each point.2 steps
- 1
Review the client need
Responsible Role: Program ManagerCompare the stated outcome, constraints, and available evidence with the service criteria.
- 2
Record the eligibility decision
Responsible Role: Program ManagerDocument the decision and rationale, then identify the service path or an appropriate referral.