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Entering Case Logs

Case logs are used to track what has taken place on a case. The logs are used by many different people within Child Support Services (CSS). Our customer service center happens to be one of the larger entities that use our logs. They will review logs to provide the parties with pertinent case information. If these logs are missing the worker may receive more CARE messages to respond to. Logs are also important to keep track of what a worker has done on a case, which could be very important if the worker is out of the office. Our own auditors will also review logs prior to giving the office a finding on a case. If a worker fails to update service, but the auditor can see it in the logs, they may give the office credit for that action.

Below are guidelines for logging customer activity using the Case Log in OSIS.

1) Entry Types

  • Automatically by OSIS on many automatic case activities
  • Manually by staff who have performed activity on the case

2) Entry Guidelines

  • You are required to make a Case Log entry for every customer phone call for which there is an OCSS case in the OSIS system.
  • Include the most important information in the first line of your CSLOGA message since the first line is the only line of a message visible when viewing the list of messages on LOGI.
  • Use clear and concise language.
  • Do not post opinions. Stick to the information you want to convey about your customer contact and case activity.

Use only abbreviations and acronyms everyone will recognize. Consult the following glossaries in Quest : Child Support Caselog Notes and Court Minute Abbreviations, CSS Acronyms and Initialisms, Definitions – Glossary of Child Support Terms.

  • OSIS automatically lists your first and last name as well as your User number (U-number) when you enter information in the case log, but you should also include District or State Office code.

3) Errors

Once the “enter” key is pressed, all input is permanent. If an entry was made in error, it cannot be changed. The notation “Disregard previous message” or “Prior entry in error, please disregard” is made in the Case Log in case of an error. Case Logs become a permanent part of our case records and are accessible by all staff with access to OSIS.