We’ve built a system to facilitate email and SMS reminders for the various deadlines in the application process.
Each Reminder has two customizable email templates: a pre-due date reminder template and a past-due date reminder template. These can be founding the Program Configuration: Communication Templates.
Reminders are fully automated. When reminders are sent, a history record is automatically saved on the associated record (monitoring event, campaign member, Service File) identifying the date and time the reminder was sent.
Notifications are only sent for Service Files with Status = Application in Process. Notification schedules are fixed and can be referenced below.
Note: Reminder actions are enforced when the daily reminder job process executes. In order that emails aren’t sent in the middle of the night, the job process executes at approximately 9 am for most clients. Past-due Applicants are still able to access applications and meet deadlines past the night of the due date, up to the time that the reminder job process executes the following morning.
Screening Form / Intake Update Reminder (Prospects)
| Notification Description | Requests Prospects periodically update their Screening Form (Intake Record) | |
|---|---|---|
| Criteria | Campaign Member: Status = Prospect | |
| Due Date | Campaign Member: Most Recent Update + Campaign: Intake Expiration Period | |
| Before Due Date | Notification Schedule | 9, 6, 3 months, 3, 2 weeks, 7, 4, 1 days before |
| Email Template | Screening Form Reminder | |
| Text Message | Update your {Org Name} pre-application by {Intake Expiration} to keep your priority. Go to {Campaign Member Screening Form Link} | |
| After Due Date | Notification Schedule | 1 day after |
| Email Template | Screening Form Expired | |
| Text Message | You’ve missed your {Intake Expiration} {Org Name} pre-application deadline. If you’d like to start over, go to {Generic Screening Form Link} | |
| Expiration Action | Campaign Member Status = Ineligible, Campaign Member History update: Timestamp, Intake Expiration deadline exceeded |
|
Application Invitation Reminder
Both Applicant and Co-applicant receive email and SMS
| Notification Description | Reminder to start application after invited | |
|---|---|---|
| Criteria | Service File: Application Status = Invited | |
| Due Date | Service File: Application Due | |
| Before Due Date | Notification Schedule | 3, 2, 1 weeks, 4, 1 days before |
| Email Template | Application Invitation Reminder | |
| Text Message | Don’t miss your opportunity with {Org Name}. Get started on your application at {Application Portal URL}. | |
| After Due Date | Notification Schedule | 1 day after |
| Email Template | Application Expired | |
| Text Message | You’ve missed your {Application Due} {Org Name} application deadline. If you’d like to start over, go to {Generic Screening Form Link} | |
| Expiration Action | Campaign Member History update: Timestamp, Application deadline exceeded Service File History update: Timestamp, Application deadline exceeded Campaign Member Status = Ineligible (Optional) Service File Application Status = Declined (Optional) |
|
Application Due Date Reminder
| Notification Description | Reminder to complete application before deadline | |
|---|---|---|
| Criteria | Service File: Application Status = Incomplete | |
| Due Date | Service File: Application Due | |
| Before Due Date | Notification Schedule | 2, 1 weeks, 4, 1 days before |
| Email Template | Application Reminder | |
| Text Message | Your {Org Name} application must be submitted by {Application Due}. Don’t miss your chance. Get started at {Application Portal URL} | |
| After Due Date | Notification Schedule | 1 day after |
| Email Template | Application Expired | |
| Text Message | You’ve missed your {Application Due} {Org Name} application deadline. If you’d like to start over, go to {Generic Screening Form Link} | |
| Expiration Action | Campaign Member History update: Timestamp, Application deadline exceeded Service File History update: Timestamp, Application deadline exceeded Campaign Member Status = Ineligible (Optional) Service File Application Status = Declined (Optional) |
|
Application Required Document Corrections Reminder
| Notification Description | Add | |
|---|---|---|
| Criteria | Service File: Application Status = Document Correction | |
| Due Date | Service File: Document Corrections Due | |
| Before Due Date | Notification Schedule | 7, 4, 1 days |
| Email Template | Document Correction Reminder | |
| Text Message | Document Corrections for your {Org Name} application must be submitted by {Document Corrections Due}. Make those updates at {Application Portal URL} | |
| After Due Date | Notification Schedule | 1 day after |
| Email Template | Document Correction Expired | |
| Text Message | You’ve missed your {Document Corrections Due} {Org Name} deadline for document corrections. If you’d like to start over, go to {Generic Screening Form Link} | |
| Expiration Action | Campaign Member Status = Ineligible Campaign Member History update: Timestamp, Document Corrections deadline exceeded Service File Application Status = Declined Service File History update: Timestamp, Document Corrections deadline exceeded |
|
Recertification/Occupancy Certification Reminder
| Notification Description | Reminder to submit recertification | |
|---|---|---|
| Criteria |
|
|
| Due Date | Anniversary of Service File: Close Date | |
| Before Due Date | Notification Schedule | 4, 3, 2, 1 weeks, 4, 1 days |
| Email Template | Annual Survey Reminder | |
| SMS Message | Your {Org Name} Occupancy Certification is due on {Monitoring Event Due Date}. Get started at {Application Portal URL} | |
| After Due Date | Notification Schedule | 1, 3, 6, 9, 12 days |
| Email Template | Annual Survey Past Due | |
| SMS Message | You’re {Org Name} Occupancy Certification was due on {Monitoring Event Due Date}. It only takes a minute. Please go to {Application Portal URL} to submit it to avoid action. | |
| Expiration Action | None | |