SCRAM Operations Guide Presented by Alcohol Monitoring Systems, Inc.
©2009 Alcohol Monitoring Systems, Inc. All rights reserved. Information in this document is confidential and proprietary to Alcohol Monitoring Systems, Inc. Such information is subject to change without notice and does not represent any commitment or promise on the part of Alcohol Monitoring Systems, Inc. Any software described in this document is furnished under a license agreement.
Revision Number Description Owner Date 1.7 Kerry Benham Incorporated policy explaining how to return a bracelet that has been worn by a client with a communicable disease. Inserted Pace Maker Advisory. Inserted support phone numbers/e-mail address. Modified Court Appearance Policy. Modified Monthly Device Assignments image and inserted Daily Device Assignment section. 6/21/2006 1.8 Kerry Benham Changed document name from Daily Operations Guide to SCRAM Operations Guide.
Version: 2.
TABLE OF CONTENTS Introduction and Overview .......................................................................................................... 1 INTRODUCTION............................................................................................................................................ 1 Purpose................................................................................................................................................... 1 Scope .........................................
Returning Equipment to AMS ............................................................................................................... 62 Disinfecting and Cleaning .................................................................................................................... 63 Ordering Additional Equipment ........................................................................................................... 63 Conducting Physical Inventories ...................................................
Client Details Report ............................................................................................................................ 88 Non-Compliance Report ....................................................................................................................... 89 Client Compliance Report .................................................................................................................... 90 BILLING.................................................................
Version: 2.
LIST OF FIGURES Figure 1: Information Flow ............................................................................................................................ 2 Figure 2: Organizational Structure ............................................................................................................... 14 Figure 3: Sample Centralized Organizational Structure ...............................................................................
Figure 36: Usage by Location Report........................................................................................................... 83 Figure 37: Client Summary for Agency Report............................................................................................ 84 Figure 38: Compliance Summary by Agent Report – Summary .................................................................. 84 Figure 39: Compliance Summary by Agent Report – Details .............................................
Introduction and Overview Introduction and Overview “To be or not to be…” “…the best Service Provider or Agency you can be!” William Shakespeare Introduction PURPOSE Every company faces challenges when starting out. As you begin to set up your SCRAM Program, you may have more questions than answers.
Introduction and Overview The following flow illustrates the bi-directional activities, interactions, and communications that are necessary on a daily basis. Service Provider/ Agency Court AMS Figure 1: Information Flow SCOPE What is in this manual? The answer is, a little bit of everything. With some topics, you will be reading about existing policies. For example, there is an established policy on how to return equipment to AMS.
Introduction and Overview THE SCRAM SYSTEM The system that has been developed is called SCRAM - Secure Continuous Remote Alcohol Monitor. There are three parts to the SCRAM System: • The SCRAM Bracelet • The SCRAM Modem • SCRAMNET The heart of the SCRAM System is the bracelet, which is attached to the client’s ankle and measures ethanol emitted through the skin. Twenty-four hour monitoring reduces the client’s ability to manipulate his or her drinking patterns to avoid detection.
Introduction and Overview Literally translated, transdermal means “transfer through the skin”. SCRAM measures insensible perspiration, which is the constant, unnoticeable excretion of sweat through the skin. The average person emits approximately one liter of insensible perspiration each day. SCRAM measures the ethanol gas in this insensible perspiration, which is a predictable result of alcohol consumption.
Introduction and Overview • Allows a monitoring agency to easily customize the testing, synchronization, and reporting schedules from each individual subject • Automatically notifies the supervising agency of any possible alcohol readings, tamper alerts, or equipment malfunctions • Delivers customized reports, allowing agencies to determine compliance or noncompliance based on fact-based, verifiable data • Provides the ability to cost-effectively monitor and manage thousands of offenders simultaneou
Introduction and Overview DIRECT CONNECT Direct Connect is a device that allows you to upload data without the use of the SCRAM Modem. This device is ideal for those tasks that must be performed in your office.
Introduction and Overview BrAC Breath Alcohol Concentration IR InfraRed MSDS Material Safety Data Sheet RF Radio Frequency RMA Returned Merchandise Authorization SCRAM Secure Continuous Remote Alcohol Monitor TAC Transdermal Alcohol Concentration URL Uniform Resource Locator TERMINOLOGY Included in the following table are some of the terms, including a definition for each, that you will become acquainted with as you start your SCRAM Program.
Introduction and Overview Caseload A caseload is a group of active clients being managed by an Agent or Agent Supervisor. Client A client is an individual that has enrolled in the SCRAM Program. Compliance The term ‘compliance’ denotes the status of a client that is in full conformity with the terms of the SCRAM Participant Agreement. Customer A customer is anyone with whom AMS may have a business partnership, such as a Service Provider, Agency, or Court.
Business Guidelines – Processes and Procedures Business Guidelines – Processes and Procedures1 “Drive thy business or…” “…it will drive thee.” Benjamin Franklin The SCRAM Program provides you with a cost-effective sentencing alternative for the court when dealing with high-risk, alcohol-dependent offenders.
Business Guidelines – Processes and Procedures Program Definition and Set-up GUIDELINES FOR SCRAM PROGRAM IMPLEMENTATION Program Criteria Use the following information as a checklist to address the questions that will likely occur as you start defining your SCRAM Program.
Business Guidelines – Processes and Procedures Roles and Responsibilities Between Customer and AMS As you start to implement your SCRAM Program, it is important that you are aware of which tasks that you will complete and which tasks that you can expect AMS to complete. The following table lists the tasks that are performed during Program Set-Up, Data Interpretation and Analysis, Client Management, and Inventory Management areas with the responsible party shown.
Business Guidelines – Processes and Procedures Roles and Responsibilities AMS Provide technical support for customers on a daily basis, seven days a week and emergency support on holidays. X Manage the SCRAMNET environment, including daily data collection, backup, and storage. X Customer Review and resolve all Scheduled Maintenance alerts. X Review and resolve all Communications alerts. X Review all Tamper alerts. X Provide final tamper analysis and confirmation.
Business Guidelines – Processes and Procedures Roles and Responsibilities AMS Customer Client Management Review terms of Program Participant Agreement with client and retain signed copy of agreement. X Manage client/offender billing and collection process. X Provide all notification and follow up with customers and client/offender based on the Daily Action Plan provided by AMS or own action plan.
Business Guidelines – Processes and Procedures Internal (Customer) Organizational Roles and Responsibilities Based on AMS’ experiences with facilitating the set up of several Call Centers and Direct Agencies, we have defined the following roles and responsibilities for successful implementation of a SCRAM Program. Although one person may perform multiple roles, the tasks associated with each role must be performed or are critical in the proper management of clients, inventory, and equipment.
Business Guidelines – Processes and Procedures Agency Coordinator Establish and implement Agency/Court communications Primary point of contact for the Service Provider Agent Supervisor Set up agents in SCRAMNET Review the activity and workload for their reporting agents Set up clients in SCRAMNET Agent Assign, replace and, check-in equipment assigned to their clients Equipment Operator Assign, replace and, check in equipment Replace bracelet batteries, when necessary Inventory Specialist Track brac
Business Guidelines – Processes and Procedures Perform physical inventories on a monthly or quarterly basis. Update SCRAMNET for any lost equipment. • Agency Management – Will set up agencies and create roles for those individuals that will be managing SCRAM clients. • Agent Management – Will manage those individuals that are responsible for a client’s progress while enrolled in the SCRAM Program. • Region Management – Will set up regions then create servicing locations in each region.
Business Guidelines – Processes and Procedures AGENCY MANAGEMENT This section describes the processes and procedures applicable to a service provider that is supporting multiple agencies or a single agency that has multiple courts or programs they are supporting. Centralized Structure SCRAMNET offers you a centralized operational structure for managing your SCRAM Program. See the following diagram to view a typical agency structure.
Business Guidelines – Processes and Procedures 5. Enter the following information in the Address page: a. Mailing Address 1 field b. Mailing Address 2 field (optional) c. City field d. State field e. Zip field f. Billing Address 1 field (optional) g. Billing Address 2 field (optional) h. City field (optional) i. State field (optional) j. Zip field (optional) 6. Click the Next button. 7. Enter the following information in the Contact page: a. Phone field b. Fax field (optional) c.
Business Guidelines – Processes and Procedures Available Reports Several Call Center-level reports are available.
Business Guidelines – Processes and Procedures a. First Name field b. Last Name field c. Middle field (optional) d. Title field (optional) e. Agency Contact check box (optional) f. Is Supervisor check box (optional) g. Supervisor drop-down list h. Backup Agent drop-down list (optional) i. Note field (optional) 5. Click the Next button. 6. Click the Add Address 1 button. 7. Select an option in the Type drop-down list. 8. Enter address information. 9. Click the Next button. 10.
Business Guidelines – Processes and Procedures Decentralized Regional Structure As your business grows and evolves, you may choose to decentralize your operations into regions.
Business Guidelines – Processes and Procedures Available Reports The Usage by Location report provides a view of the number of clients that have been assigned to or removed from the SCRAM Program during a specific period of time. Servicing Locations To be successful, your stock of bracelets and modems must be accurately tracked. SCRAMNET enables you to track where your equipment is located at any given time and the status of each item. Servicing locations are created in SCRAMNET for this reason.
Business Guidelines – Processes and Procedures COURT MANAGEMENT Accessing a particular court enables a court administrator (or someone in that type of role) to manage clients that are assigned to that court. As you review your SCRAM Program, you can review a court’s client list to better determine which courts have high usage and where opportunities to expand usage exist. Court Naming Convention AMS understands the importance of managing your clients at the court level.
Business Guidelines – Processes and Procedures Court Set-Up In order to add a court, log into SCRAMNET as a Call Center Supervisor. Once you are in the site, perform the following steps: 1. Click the Judicial tab. 2. Click the Add Court button to open the Court Setup Wizard. 3. Enter or select the following information in the General page: a. Referring Court field b. Short Name field c. Jurisdiction # field (optional) d. Court Level drop-down list e. Court Specialty drop-down list f.
Business Guidelines – Processes and Procedures 7. If you selected the Yes button, select the following information in the Courts page: a. Available Courts list – Select all courts in which the judge presides b. Click the Add button. c. Click the Save button. TRAINING To assist us in covering the cost of the materials, class development, and instructor time, AMS charges the following minimal fee for training.
Business Guidelines – Processes and Procedures Equipment Management .5 hours Client Management 2 hours Alert Management .5 hours On-Going Maintenance 3 hours Equipment Tasks 3 hours Analysis and Reporting 2 hours Data Interpretation 1 hour Reporting 1 hour This training program, assessable from the Help page on SCRAMNET, is intended for anyone that will manage SCRAM equipment or manage clients that are enrolled in the SCRAM Program. Level 1 Training covers the following topics.
Business Guidelines – Processes and Procedures Once you have completed all of the modules, take the Level 1 Training Certification Exam. Upon successfully completing the exam with a score of 75% or higher, you will receive a SCRAM Level 1 Training Certificate.
Business Guidelines – Processes and Procedures • Equipment and client management • Managing alerts in SCRAMNET • Equipment maintenance activities o Bracelet/modem replacement o SCRAM Bracelet ¾ Battery replacement ¾ Faceplate replacement ¾ Straps replacement o • Tampering Data interpretation (high level overview) Like Level 1 Training, this training is assessable from the Help page on SCRAMNET.
Business Guidelines – Processes and Procedures Client Monitoring AMS delivers the industry’s most effective and complete client-monitoring program designed to detect alcohol consumption. As your primary point of contact, your AMS Customer Service Manager will help you manage the day-to-day activities and troubleshoot internal issues when they arise. AMS Customer Service Managers will handle the daily monitoring workload.
Business Guidelines – Processes and Procedures Note: Normally, no action is required for a Communication alert. If the bracelet does NOT communicate with the modem for a second consecutive day (48 hours), a Critical Communication alert is generated and the original Communication alert is auto-resolved. On the other hand, other alerts reflect that the client has likely violated the Participant Agreement in some way.
Business Guidelines – Processes and Procedures The guidelines used by AMS to confirm an Alcohol Detected alert include: • Presence of an absorption curve • Presence of a burn-off curve • Obstruction in place of the absorption curve Alcohol Curve Figure 6: Alcohol Detected As stated earlier, an Alcohol Detected alert can also be generated by the introduction of an interferant.
Business Guidelines – Processes and Procedures What is a Potential Removal alert? The Potential Removal alert indicates the client has cut the strap or removed the bracelet without damaging the strap. What is the IR sensor? IR is an abbreviation for Infrared. The IR sensor measures the reflective intensity of an IR beam between the bracelet and the client’s leg.
Business Guidelines – Processes and Procedures • A significant drop in temperature and IR voltage followed by multiple readings of no variance, which is expected under normal conditions. Bracelet Removed Figure 8: Potential Removal - Overlay graph Potential Tamper A Potential Tamper alert is generated under the following circumstances: • The Infrared IR voltage readings between the skin and the sensor have dramatically changed and could indicate the introduction of an obstruction.
Business Guidelines – Processes and Procedures Communications A Communications alert is generated under the following circumstances: • The bracelet and modem stopped communicating in the middle of a transmission. • The bracelet and modem have failed to communicate as anticipated. • The bracelet or modem has not made contact with the network for 24 hours. During this time, no data is reaching the network. • The bracelet failed to connect with the modem at the anticipated time for uploading readings.
Business Guidelines – Processes and Procedures Scheduled Maintenance Battery Low A Battery Low alert is generated when the battery on the bracelet needs to be replaced. The alert is auto-resolved when the battery is replaced. Note: The battery should continue to function for 7 to 10 days after the Battery Low alert appears.
Business Guidelines – Processes and Procedures 3. If a non-compliance event is suspected, the Customer Services Manager places the alert in the “In Process” status and adds comments. 4. Once the non-compliance event is confirmed, the Customer Services Manager enters the alert information in the Daily Action Plan. 5. The Service Provider notifies the Agency or supervising authority of the noncompliance event or required action.
Business Guidelines – Processes and Procedures The following table lists the recommended actions that you should take for each of the types of alerts that may appear on the Daily Action Plan. Alert Type Alcohol Detected Recommended Actions • • • Potential Tamper • • Potential Removal • • Critical Communications • • Replace Equipment • • • • Contact the client or supervising agent immediately. Refer to your Alert Management Console for specific instructions and supporting data.
Business Guidelines – Processes and Procedures Non-Compliance Report The Non-Compliance Report should be generated every time a non-compliance event has occurred and given to the supervisory authority if action should be taken based on the program requirements. Figure 12: Non-Compliance Reporting Flow The Non-Compliance Report, generated in SCRAMNET, captures an entire alcohol or tamper event, or up to five days, with all supporting data and information.
Business Guidelines – Processes and Procedures • Messages – Created from a bracelet reading that indicates a possible noncompliance event or by an internal device that is malfunctioning • Readings – A Transdermal Alcohol Concentration, IR Voltage, and Temperature reading is taken at the scheduled interval throughout the day • Action Log – An entry is added to the Action Log each time the system or supervisory personnel perform a step in the resolution process • Start/End Date – You can select a sing
Business Guidelines – Processes and Procedures AMS Non-Compliance Support The following process flow illustrates the steps involved if a contested hearing is requested. Figure 14: Court Appearance Process 1. Once a contested hearing is requested, notify AMS so a Customer Services Manager can prepare a formal analysis of the non-compliance event. 2. The AMS Director of Technical Support and/or AMS Chief Technology Officer reviews the formal court report. 3.
Business Guidelines – Processes and Procedures 5. If, after receiving the report, the Service Provider and/or Agency determines that AMS support is required, AMS must be notified by submitting a Request for Testimony form least 14 days prior to the formal court hearing. Figure 15: Request for Testimony Form 6. AMS will validate the level of court testimony required through the review of the Request for Testimony Form.
Business Guidelines – Processes and Procedures Figure 16: Sanction Model Flowchart Version: 2.
Business Guidelines – Processes and Procedures SCRAM Sanction Models Compliance Model This model rewards positive behavior and compliance using the Sanctions Model Flowchart previously discussed.
Business Guidelines – Processes and Procedures 2nd time: Increase and restart period of required sobriety (60 days) 2nd time: Increase and restart period of required sobriety (60 days) Increase level of Intensive Outpatient Program Increase level of Intensive Outpatient Program Increase reporting Increase reporting Increase community service hours Increase community service hours Suspended jail time Suspended jail time 3rd time: Increase required period of sobriety (90 days) 3rd time: Increase r
Business Guidelines – Processes and Procedures Daily Duties • Review SCRAM Daily Action Plan and take recommended action based on alert type. • Review the appointments for the day. • Update the client contact logs and issue progress reports to supervising agents. • Check for intakes that have not yet been installed and ensure that they are scheduled or the supervising agent has been notified as to the status. • Check the inventory and order as needed.
Business Guidelines – Processes and Procedures • Third Time o The supervising agent is notified of both events by the submission of a NonCompliance Report and client is sanctioned by reviewing the NonCompliance Report, if appropriate. o Place a copy of the Non-Compliance Report in the client’s file and enter a comment in SCRAMNET. Communication Issue • • • First Time o The client is contacted and asked why the modem did not complete required call. o The client is issued a verbal reprimand.
Business Guidelines – Processes and Procedures CLIENT TASKS Three phases represent the tasks that are normally performed while the client is on the SCRAM Program. The phases that make up the client life-cycle include: • Initial Client Tasks • Ongoing Client Management • Closing Client Tasks Initial Client Tasks When a client is assigned to the SCRAM Program, several tasks should be performed.
Business Guidelines – Processes and Procedures Reduced Rates (Sliding Scale) If the client is indigent and cannot afford the normal daily rate, a reduced payment plan may be necessary with the agency covering a percentage of the daily cost. To determine if the client qualifies, request that the client bring a statement for all current debts and any other documents required by the agency. If it is apparent that assistance is required, the standard daily cost is usually equal to the client’s hourly wage.
Business Guidelines – Processes and Procedures 11. Enter a bracelet and modem serial number then click the Assign Equipment button. 12. Establish a communication schedule. o Daily Scheduled Communication – This schedule option directs you to enter at least one time during a day that the bracelet and modem communicate in order to upload readings taken during the last 24 hours.
Business Guidelines – Processes and Procedures example, selecting the 3(72 hours) radio button establishes that the client must wake up the bracelet at least once every 3 days to establish bracelet/modem communication and upload bracelet data. After 3 days without any communication between the two devices, a Communication alert will be generated. 3.
Business Guidelines – Processes and Procedures 7) Open the Direct Connect application. 8) Wake up the SCRAM Bracelet. 4. Click the Refresh button until the initial readings and messages appear. 5. Click the Print Schedule button to display a print version of the client’s program schedule. 6. Click the Print Agreement button to display the client’s customized Participant Agreement. 7. Click the Finish button.
Business Guidelines – Processes and Procedures Review SCRAM Program Participant Agreement Before having the client sign the Participant Agreement, carefully review the document with the client. AMS also recommends that the client view the Participant Agreement video. Components of Agreement Program Costs – Fees As mentioned previously, initial costs include a Hook Up fee and payment for the first two weeks on the SCRAM Program. Additional costs can be incurred if the equipment is intentionally damaged.
Business Guidelines – Processes and Procedures Item Sample Client Cost Customer Cost SCRAM Bracelet $1400.00 $1200.00 SCRAM Modem $700.00 $400.00 Straps $175.00 $50.00 In addition to replacement costs, the client should pay another Hook Up fee if a new bracelet must be attached to the ankle. Filing of Criminal Charges Clients that abscond SCRAM equipment should have felony charges brought against them.
Business Guidelines – Processes and Procedures Personal Hygiene It is in the client’s best interests to thoroughly rinse with clean water and dry the skin underneath the bracelet. Ensure that the client understands that failure to rinse away all soap may result in a mild skin rash.
Business Guidelines – Processes and Procedures Ongoing Client Management While on the SCRAM Program, the equipment assigned to the client will require routine maintenance. Equipment maintenance tasks include: • Replace the bracelet • Replace the battery • Replace the faceplate • Replace the straps • Replace the modem • Manually upload bracelet data A physical inspection should be performed on the SCRAM Bracelet each time the client comes into the office for any reason.
Business Guidelines – Processes and Procedures 4. If the client’s modem is NOT available, enter a modem serial number then click the Assign Equipment button. 5. Select the SCRAM Modem or Direct Connect as the device being used to complete the equipment setup process then click the View Steps button to display the appropriate steps. a. Using the SCRAM Modem: 1) Plug in the SCRAM Modem. 2) Check in the old SCRAM Bracelet. 3) Remove the old SCRAM Bracelet.
Business Guidelines – Processes and Procedures 9. Contact AMS Customer Services to reinitialize the SCRAM Bracelet. Note: If you cannot contact AMS, check in the SCRAM Bracelet and then reassign to the client. Replace Faceplate The faceplate should be replaced whenever it is removed from the SCRAM Bracelet. To remove the faceplate: 1. Remove the faceplate using the Faceplate/Clip Removal Tool. 2. Install a new faceplate.
Business Guidelines – Processes and Procedures 3. Click the View Steps button to display the steps necessary to replace the SCRAM Modem. 4. Plug in the old SCRAM Modem. 5. Plug in the new SCRAM Modem. 6. Click the Finish button. Manually Upload Bracelet Data You will likely have clients who will not be able to upload the data from the bracelet to the modem at the scheduled communication time.
Business Guidelines – Processes and Procedures Check In Equipment When the client is being removed from the SCRAM Program, the equipment check-in procedure must be completed. The wizard steps appear in the following order: 1. Select the SCRAM Modem or Direct Connect as the device being used to complete the equipment check-in process then click the Next button. a. Using the SCRAM Modem: 1) Plug in the SCRAM Modem then click the Next button. 2) Wake up the SCRAM Bracelet.
Business Guidelines – Processes and Procedures Inventory Management Based on the significant investments made in SCRAM equipment, your equipment MUST be managed and tracked effectively. SCRAMNET is your primary tool to ensure that you can effectively manage your inventory. Simply stated, if you use SCRAMNET as your inventory tracking system, you should always know where each device is located as well as its current status.
Business Guidelines – Processes and Procedures 5. Click the Update Status button. 6. Select the proper servicing location. 7. Click the Next button. 8. Repeat steps 3 through 7 for each servicing location. RECEIVING EQUIPMENT FROM AMS When equipment is received from AMS, SCRAMNET must be updated in two ways: • Change the equipment status from “Shipped From AMS” to “In Inventory”. • If servicing locations exist, associate the equipment with the proper location.
Business Guidelines – Processes and Procedures 3. Select the In Inventory option in the Status drop-down list. 4. Select your servicing location in the Servicing Location drop-down list. 5. Click the Go button. 6. Click the check box for each bracelet and modem being transferred to the other servicing location. 7. Click the Update Status button. 8. Select the In Transit to Location option in the Status list. 9. Select a location in the Servicing Location list and click the Next button.
Business Guidelines – Processes and Procedures After AMS Customer Services agrees that the equipment should be returned, an RMA number is assigned to each device. The RMA number is shown on the Inventory screen. IMPORTANT NOTE Follow the steps outlined in the Communicable Disease segment of the Health Risk Policy, see page 72 for more details, for returning a bracelet that may have been worn by a client with any type of communicable disease.
Business Guidelines – Processes and Procedures CONDUCTING PHYSICAL INVENTORIES It is important to conduct physical inventories of your SCRAM equipment on a monthly or at least a quarterly basis. To assist you in performing your physical inventories, a Current Inventory Report is available on SCRAMNET. This report will list the serial number for each SCRAM Bracelet and Modem that is reflected in SCRAMNET.
Business Guidelines – Processes and Procedures Tasks Weekday Weekend Manage SCRAMNET environment, including daily data collection, backup, and storage. X X Review and resolve all Scheduled Maintenance alerts. X No action taken by Customer Services Managers Review and resolve all Equipment-Assignment alerts. Performed by customer No action taken by Customer Services Managers Review and resolve all Communications alerts.
Business Guidelines – Processes and Procedures Tasks Weekday Prepare reporting for confirmed drinking events and tampers by generating a Non-Compliance Report. X Assist customer in generating reports for client and inventory management. X Provide legal documentation and expert testimony for legal proceedings as deemed necessary at the current fee.
Business Guidelines – Processes and Procedures EQUIPMENT REPLACEMENTS POLICY AMS warrants that the SCRAM Bracelet and SCRAM Modem will function with SCRAMNET in accordance with the performance parameters specified in this guide. Upon notification by AMS of equipment failure or the need to replace the equipment, AMS will at its sole option, repair or replace the defective SCRAM Set as covered by the contract warranty. Once AMS issues an RMA, the customer is owed a replacement unit.
Business Guidelines – Processes and Procedures should be conducted to determine if this particular client should remain on the SCRAM program based on the reoccurring pattern of damage resulting in equipment failure. 3. Damaged modem – Any outward, physical signs of damage making the equipment unusable. This damage can be the result of tampers with the electrical cord (damaging the electrical board) or through any other type of physical damage, such as dropping.
Business Guidelines – Processes and Procedures LOST SCRAM BRACELETS POLICY – IMPACT ON MONTHLY SERVICE BILLING As a result of customers requesting credits for their monthly service billing for lost bracelets, AMS has responded by issuing the following policy. A SCRAM Bracelet MUST be set to the Lost status so as NOT to be included in the bracelet count for the monthly service billing.
Business Guidelines – Processes and Procedures Figure 17: Request for Testimony Form Other forms of testimony or evidence that AMS can provide, upon completion of the Request for Testimony Form (Figure 17), are the following: • Video Testimony through the use of internet conferencing tools • Audio Testimony through the use of scheduled conference calls • Sworn affidavits of the Non-Compliance Report confirming the validated drinking or tampering event For video and audio testimony (item 1 and 2), AM
Business Guidelines – Processes and Procedures BATTERY ALLOCATION POLICY As part of the ongoing maintenance policy, AMS will provide a monthly battery allocation to our customers. AMS is assuming the average battery life is 60 days. Based on this assumption, a customer’s monthly battery allocation is based on the following formula: The sum of the number of units assigned to clients per day for the month divided by 60.
Business Guidelines – Processes and Procedures the leg and ankle around the bracelet daily as part of a shower. This includes the application of soap and water and thoroughly rinsing and drying the skin between the leg and bracelet. Any bracelet removed from an individual must be properly cleaned and disinfected prior to being placed on another individual. Cleaning and disinfecting must be done in accordance with the AMS-supplied materials and instructions.
Business Guidelines – Processes and Procedures • Should keep cordless phones at least six inches from the device • Should NOT place cordless phones directly over the device, such as in a breast pocket, when it is turned ON • Should use the cordless phone at the ear opposite the device • WTR’s evaluation did not identify any risk to bystanders with a pacemaker or defibrillator from other persons using cordless phones Associated SCRAM risks are further reduced by the following facts: • When worn, th
User Reports User Reports "A page of history…” “… is worth a volume of logic.” Oliver Wendell Holmes SCRAMNET site provides easily assessable user reports. These reports give you, the user, a mechanism to measure the success of your business, monitor clients’ compliance, and manage inventory. Several reports summarize (roll up) data to give you a broader view of the information. All reports in SCRAMNET allow you to modify the results using filters. These filters appear at the top of each report.
User Reports • Usage by Region Report (optional) • Current Inventory Report • Equipment by Region Report (optional) • Equipment by Location Report (optional) • Equipment by Status Report • Inventory Tracking Report Let’s start with the Client Summary for Judge Report.
User Reports COURT ACTIVITY REPORT The Court Activity Report displays the number of alerts generated by all of the clients associated with each court. Like the Call Center Activity Report, this report breaks down the numbers for the positive, tamper, and equipment alerts. Figure 21: Court Activity Report COMPLIANCE SUMMARY BY AGENCY REPORT The Compliance Summary by Agency Report supplies the number of confirmed noncompliance events for a given period of time or date range.
User Reports The Details section, grouped by agency, displays the Date/Time, Alert Type, and Status for each alert. Figure 23: Compliance Summary by Agency Report – Details COMPLIANCE SUMMARY BY COURT REPORT Like the Compliance Summary by Agency Report, the Compliance Summary by Court Report supplies the number of confirmed non-compliance events for a given period of time or date range.
User Reports USAGE BY AGENCY REPORT The Usage by Agency Report provides a quick view, by agency, of the number of new clients that have begun using the SCRAM System during a specific period of time. Figure 26: Usage by Agency Report USAGE BY COURT REPORT The Usage by Court Report displays the same type of data as the Usage by Agency Report, only the data is grouped by courts.
User Reports CURRENT INVENTORY REPORT The Current Inventory Report sorts your entire inventory by servicing location and status at the time the report is run. For the Assigned to Client and In Service Provider statuses, the inventory count is given by the Operational and Failed conditions.
User Reports EQUIPMENT BY LOCATION REPORT For each servicing location in your organization, the Equipment by Location Report provides you with a snapshot of where your bracelets and modems are located. The report can also be used to manage your inventory and ensure that the SCRAM System contains current and accurate information regarding the location of your inventory.
User Reports INVENTORY TRACKING REPORT The Inventory Tracking Report is designed to be used as a checklist while conducting a physical inventory and verifying the status of your equipment. You can filter what appears in the report by device type and/or inventory status. Figure 33: Inventory Tracking Report Court CLIENT SUMMARY FOR COURT REPORT The Client Summary for Court Report provides a snapshot of the client’s SCRAM Program history for the specified time period.
User Reports Judge CLIENT SUMMARY FOR JUDGE REPORT SCRAMNET contains one report for use by a judge. This report, titled “Client Summary for Judge Report”, supplies a summarized view of the client’s performance while on the SCRAM Program for the selected time period.
User Reports CLIENT SUMMARY FOR AGENCY REPORT The Client Summary for Agency Report lists all clients in the agency, and the court and judge in which each is associated for a selected time period or date range. In addition, Positive and Tamper alerts, as well as relevant dates, are shown. Figure 37: Client Summary for Agency Report COMPLIANCE SUMMARY BY AGENT REPORT The Compliance Summary By Agent Report supplies the number of confirmed noncompliance events for a given period of time or date range.
User Reports The Details section, grouped by agency, displays the Date/Time, Alert Type, and Status for each alert. Figure 39: Compliance Summary by Agent Report – Details USAGE BY AGENT REPORT The Usage by Agent Report, at the agency level, rolls up the number of clients started, added, inactivated, and ended for each agent in that agency. Figure 40: Usage by Agent for Agency Report Version: 2.
User Reports AGENCY ACTIVITY REPORT The Agency Activity Report, grouped by Agent Supervisor, displays the number of alerts generated by all of the clients assigned to an agent. The numbers recorded include: • Existing – Alerts that were generated prior to the defined time period and were still unresolved at the end of the defined time period. • Received – Alerts that were generated during the defined time period. • Resolved – Alerts that were resolved during the defined time period.
User Reports CLIENT SUMMARY FOR AGENT SUPERVISOR REPORT The Client Summary for Agent Report lists client details for all agents in the agency. Like the Client Summary for Agency Report, Positive and Tamper alerts, as well as relevant dates, are shown. Figure 42: Client Summary for Agent Supervisor Report USAGE BY AGENT REPORT The Usage by Agent Report, at the Agent Supervisor level, rolls up the number of clients started, added, inactivated, and ended for each agent that reports to that Agent Supervisor.
User Reports Agent CLIENT SUMMARY FOR AGENT REPORT The Client Summary for Agent Report lists details for all clients assigned to the agent. Figure 44: Client Summary for Agent Report Client Three client reports are available on SCRAMNET, all are assessable from the Alert Management Console. Each report is discussed separately. CLIENT DETAILS REPORT The Client Details Report displays specific information for a single client. This report is highly configurable using search filters.
User Reports NON-COMPLIANCE REPORT As mentioned previously, a Non-Compliance Report combines all collected data related to an alcohol or tamper event. Figure 46: Non-Compliance Report Version: 2.
User Reports CLIENT COMPLIANCE REPORT The Client Compliance Report is generated as an MSWord document. Generating the report in this way allows you to modify content and add comments. Figure 47: Client Compliance Report - Page 1 Version: 2.
User Reports Figure 48: Client Compliance Report - Page 2 Billing MONTHLY DEVICE ASSIGNMENTS REPORT The Monthly Device Assignments Report, which will be available at the end of each month, provides you with the level of detail necessary to reconcile the daily numbers that appear in the service-billing invoice that you receive each month from AMS with the actual clients by agency assigned. Note: Contact AMS Customer Services if you wish to contest any data in the Monthly Device Assignments Report.
User Reports • Checkout Date – Date SCRAM equipment assigned to client • Check in Date – Date SCRAM equipment removed from client • Days Assigned for Month Figure 49: Monthly Device Assignments Report To access a report, click the Inventory link then click the Billing tab. You can now click the link (example: [your company]-200605.pdf) for the month that you wish to view. A Monthly Device Assignments Report is available for each month of the year.
User Reports Importing xml into an MSExcel Spreadsheet An .xml file containing all of the data in the Monthly Device Bracelet Assignments Report is provided if you want to import that data into MSExcel. To import the data, access the Billing panel and perform the following steps: 1. Save .xml file to your desktop. a. Right-click the link for the .xml file that you want to import. b. Select the Save Target As… option. c. Click the arrow to the right of the Save in: drop-down list and select your desktop. d.
User Reports DAILY BILLING ASSIGNMENT REPORT The Daily Billing Assignment Report provides a running count of the number of bracelets assigned for any given day during the current month. At the end of each month, this report is regenerated as the Monthly Device Assignments Report.
User Reports AMS INSPECTION REPORT If you choose to recoup the replacement cost from a client who damaged a bracelet, AMS can provide a more detailed report of the specific damage noted in the physical inspection for that particular bracelet. Figure 52: AMS Inspection Report Version: 2.
Forms Forms “The fragrance always remains…” “…on the hand that gives the rose.” Gandhi Version: 2.
Forms Customer AGENCY COMPLIANCE POLICY The Agency Compliance Policy Form states the situations in which the service provider or agency contacts: • The client • The client’s agent Figure 53: Agency Compliance Policy Version: 2.
Forms SCRAM CLIENT POLICY Give the SCRAM Client Policy Form to the client prior to the installation appointment. The form contains all the information that the client must be aware of while enrolled in the SCRAM Program. Figure 54: SCRAM Client Policy – Page 1 Version: 2.
Forms Figure 55: SCRAM Client Policy – Page 2 Version: 2.
Forms SCRAM REFERRAL DIRECTIVE The SCRAM Referral Directive Form can be used by a court to refer an offender to the SCRAM Program. Figure 56: SCRAM Referral Directive Version: 2.
Forms SCRAM PROGRAM PARTICIPANT AGREEMENT The Participant Agreement is a contractual document between the client and supervising authority. The document describes the daily costs, replacement costs, the scheduled reporting time, as well as a comprehensive list of “do’s” and “don’ts”.
Forms Figure 58: SCRAM Program Participant Agreement – Page 2 Version: 2.
Forms Figure 59: SCRAM Program Participant Agreement – Page 3 Version: 2.
Forms Agent SCRAM BRACELET DISINFECTING KIT INSTRUCTIONS These instructions describe how the bracelet should be cleaned upon removal from the client. Figure 60: SCRAM Bracelet Disinfecting Kit Instructions Version: 2.
Forms Figure 61: SCRAM Bracelet Manual Upload Instructions Version: 2.
Forms Implementation NEW CUSTOMER WEB SETUP FORM Your AMS Sales Representative will work with you to complete the New Customer Web Setup Form. The completed form is then forwarded to the AMS IT department to set up your customized SCRAMNET site. Figure 62: New Customer Web Setup Form Version: 2.
Forms CUSTOMER EQUIPMENT ORDER FORM Complete the Customer Equipment Order Form when you are ready to assign equipment to clients. The order form is located on the AMS Extranet in the Business Forms section. You can e-mail the order form if it is a leased order and no signature is required. Otherwise, fax a signed copy. Figure 63: Customer Equipment Order Form Version: 2.
Forms SCRAM PAYMENT HISTORY WORKSHEET FORM The SCRAM Payment History Worksheet Form can be used to track a client’s payments made while on the SCRAM Program. Figure 64: SCRAM Payment History Worksheet Form Version: 2.
Forms SCRAM MONTHLY BILLING WORKSHEET The Monthly Billing Worksheet shown below illustrates the type of information that is imported into an MSExcel spreadsheet. The data, which matches the information in the Monthly Device Assignments Report, can be used as the beginning of a custom billing worksheet to track the billing information for your clients, thus aligning the number of days you are being billed by AMS with your monthly billing.
Forms Post Enrollment OFFENDER FEEDBACK FORM The Offender Feedback Form can be useful tool for gathering information regarding a client’s experience with wearing the bracelet while enrolled in the SCRAM Program. Figure 66: Offender Feedback Form - Page 1 Version: 2.
Forms Figure 67: Offender Feedback Form - Page 2 Version: 2.
Appendix A – Alerts/Program Violations Model Appendix A – Alerts/Program Non-Compliance Model The following table provides guidance on what steps to take when a client has a first, second, and third event for the various types of offenses. *Decisions about how to proceed depend upon the length of time between the events, the resolution of the earlier events and whether there are other possible non-compliance events prior to or concurrently with the event in question.
Appendix A – Alerts/Program Violations Model Type of Alert/NonCompliance First Event Second Event* Third Event* Tamper/Obstruction (IR and Temp readings show object placed between leg and bracelet) Suspected 1. Operator calls client to determine problem 1. Operator calls client to determine problem 1. Operator calls client to determine problem 2. Client directed to download same day 2. Client directed to download same day 3. Client warned of possible noncompliance event 3.
Appendix A – Alerts/Program Violations Model Type of Alert/NonCompliance First Event Second Event* Third Event* Communication Error/Interruption (communication attempted but transmission problem) 24 hours 1. Operator calls client to determine problem 1. Operator calls client to determine problem 2. Client directed to download same day 2. Client directed to download same day, either: 3. Information included in daily report to DA a. Manually download or, b. Come into office 3.
Appendix A – Alerts/Program Violations Model Type of Alert/NonCompliance More Than 48 Hours First Event Second Event* 1. TN calls client to determine problem 1. Operator calls client to determine problem 2. Client directed to download within four hours or to report to office to download 3. Notice to DA of delay in reporting 2. Client directed to download within four hours or to report to office to download 3. Notice to DA of repeated noncompliance events Third Event* 1.
Appendix A – Alerts/Program Violations Model Type of Alert/NonCompliance 48 Hours First Event Second Event* 1. Operator calls client to determine problem 1. Operator calls client to determine problem 1. Operator calls client to determine problem 2. Client directed to download same day 2. Client directed to download same day or sooner depending on frequency of last alert 2. Client directed to download same day or sooner depending on frequency of last alert 3.
Appendix A – Alerts/Program Violations Model Type of Alert/NonCompliance First Event Second Event* Third Event* Failure to Pay Fees Overdue With No Balance Due 1. Operator calls client to remind of re-payment first day overdue 1. Operator calls client to remind of re-payment first day overdue 1. Operator calls client to remind of re-payment first day overdue 2. Payment arrangements made 2. Payment arrangements made 3.
Appendix A – Alerts/Program Violations Model Type of Alert/NonCompliance Overdue With Balance Due First Event Second Event* 1. Operator calls client to remind of re-payment first day overdue See First Event Third Event* See First Event 2. No payment arrangements accepted; due in full immediately or client to return equipment same day 3. Client advised that failure to pay will be reported as noncompliance event 4.
Appendix A – Alerts/Program Violations Model Type of Alert/NonCompliance First Event Second Event* Third Event* Failure to Maintain Current Contact Information 1. DA notified immediately that client cannot be reached 1. DA notified immediately that client cannot be reached 2. Letter sent to address on record notifying of noncompliance event and that report has been made to DA 2. Letter sent to address on record notifying of noncompliance event and that report has been made to DA 1.
