Relay CRM
Software
Creates the client and inquiry record and preserves communication history.
activeDocumented Process
Receive a service request
Purpose
Turn an incoming inquiry into a complete, traceable request that is ready for an eligibility decision.
Owner Role
Client Services Lead
The durable responsibility for this Process.
Current Role coverage
AP
Amara Patel
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
Stores submitted intake forms and restricted supporting documents.
Operational realityExceptionsLegitimate alternate paths when the usual Process does not apply.1 exception
Required information is missing
Applies at: Collect required information · Owner Role: Client Services Lead
- When
- The client cannot provide a required document or decision-critical detail during intake.
- Response
- Record what is missing, explain why it is needed, agree on a follow-up date, and keep the request in intake rather than handing it off.
Process dependencies
Upstream
Processes this work relies on
No upstream dependencies recorded
Downstream
Processes that receive or follow this work
Operational definitionStepsThe documented sequence and the Role responsible at each point.3 steps
- 1
Capture the request
Responsible Role: Client Services LeadCreate the client record, record the source of the inquiry, and summarize the requested outcome in the client's own language.
- 2
Collect required information
Responsible Role: Client Services LeadConfirm contact details, timing, consent, and any documents required to evaluate the request.
- 3
Prepare the eligibility handoff
Responsible Role: Operations CoordinatorCheck the request for completeness and assign it to the Program Manager with a clear decision date.