override reasons

Override Reasons and Their Importance

  • It is crucial to select the correct override reason when accessing member profiles.

  • Incorrect override reasons can lead to misinformation in Power BI reports at head office.

  • Selecting the wrong override reason results in an incorrect override, which can adversely affect your performance metrics.

Common Override Scenarios

  • Money-related issues should be classified under Arrears Credit Dispute.

  • Arrears Query:
      - Definition: This situation arises when a member does not owe money.
      - Example: A situation where a member is initially blocked, then allowed access after making a payment, is incorrect.

Correct Process for Allowing Entry

  • Members must make the payment before being allowed entry.

  • If the payment is recorded before the override in reports, it is reflected as a valid override in Power BI.

  • If the override timestamp precedes the access timestamp, the override is marked incorrect.
       - The critical timestamps to track are:
         - Payment Timestamp
         - Access Timestamp
         - Override Timestamp

  • High override percentages may indicate incorrect procedures being followed.

Correct Override Reason Usage

  • When a member has paid:
      - Use Arrears Query Dispute with the appropriate receipt number.
      - This ensures the report does not reflect an incorrect override.

Payment Allocation Issues

  • If a payment is made but linked to the wrong member profile, it necessitates an:
      - Admin Query: This may involve a receipt correction due to incorrect profile association.

Final Override Usage

  • Final Override should be utilized when processing an earlier override with the Arrears Credit Dispute:
      - If the member returns later and the payment hasn’t updated in the system, a final override is necessary.
      - It's encouraged to limit overrides to maybe once or twice daily to maintain integrity.

Restrictions on Override Reasons

  • Pass Back:
      - Should only be used when a member tags in and receives a blocked status.
      - Incorrect usage, such as overriding a blocked tag with pass back, will be tracked.

  • Timing precision matters; overrides can be tracked to the millisecond, comparing tag-ins with overrides.

Gate Override Usage

  • Further clarification needed on when to use Gate Override.