Please follow these steps to ensure timely and accurate communication, especially when dealing with interstate inquiries and messages forwarded within our division.
When a message originates from another state or even an in-state user and is forwarded to the appropriate staff member within Oklahoma, the initial sender in the other state does not always receive the response directly. This can lead to delays and confusion in addressing the original inquiry.
To ensure the original sender receives your response, use these steps as outlined in the Administration for Children and Families’ Communication Center Navigation Guide:
Section 6: Forward Communication
- Access the message: Click on the message in the Communication Center.
- Identify the original sender: Carefully review the initial message to determine who sent the original inquiry.
- Click “Forward”: This button is available at the top of the “View Communication” page.
- Select “No”: When asked “Do you want to forward to someone in your state?” This indicates you are forwarding outside of your immediate organization within the state.
- Select the originating state and recipient: You will need to select the appropriate originating entity (e.g., another state, OCSS, or a Tribe) and then locate and select the specific recipient who was the original sender of the message.
- Select “Yes” (if appropriate): When asked “Do you want to copy someone from your organization?”
- If “Yes” selected in step 6, Select recipients in your state: Add any colleagues in your state who also need to see the response.
- Compose your response: Draft your response in the “Message” field.
- Add attachments (if necessary): Attach any relevant documents.
- Click “Submit”: This will send your response.
Important Note: These steps outline the process of forwarding the communication to ensure the original sender and any necessary in-state colleagues receive the response. Please ensure you carefully select the correct originating entity and the original sender as the recipient during the forwarding process. If ICR has forwarded you the message, ICR does not need to be included in the response, unless ICR’s message specifically asks to be included.