Intake outreach cadence — failed re-enrollment closure ✓ Perla — Deliverables tracker
S2S: “4 outreach attempts over 14 days before failed re-enrollment closure.” Attempts are logged on the client's card; the re-enrollment then closes as failed. Cards below assume closure at the end of the 14-day window ⚑ PENDING — does it close on day 14, or as soon as attempt 4 is logged?
Marcus Ellison
AC-8120
DV-BIP · 52 wk
Tanya Brooks
AC-8121
Parenting · 26 wk
Carlos Mendez
AC-7823
DV-BIP · 52 wk · VIM scheduled
Jasmine Cole
AC-8098
Anger Mgmt · 26 wk
Denise Rowe
AC-8066
DV-BIP · 52 wk · re-enrollment
Terrance Boyd
AC-8058
Anger Mgmt · 26 wk · re-enrollment
Rosa Delgado
AC-8102
DV-BIP · 52 wk
Kevin Tran
AC-8097
Parenting · 52 wk
Derek Nguyen
AC-8044
DV-BIP · 52 wk
Andre Phillips
AC-8011
DV-BIP · 52 wk · all docs in
Rosa Delgado
AC-7990
Parenting · Wk 1 · → Lifecycle
Carlos Mendez
AC-7823
DV-BIP · Wk 12 of 52
Kevin Park
AC-7644
Anger Mgmt · Wk 4 of 26
Latoya Simmons
AC-7102
DV-BIP · Wk 50 of 52 · final audit
Hector Ruiz
AC-6998
Parenting · exit interview Fri
Brian Okafor
AC-6510
DV-BIP · completion letter sent
Nicole Tran
AC-7301
DV-BIP · medical leave · reactivation due
How clients enter — the two pathways
Intake owns the client until every gate below is met, then ownership moves to Client Success.
Referral — court, probation, attorney, agency
- Referral record created in Backroom (Stage 1)
- Immediate manual intro text from the Intake team
- 4–5 day automated reminder campaign to create an account
- Case manager works calls, texts and emails until the client enrols or the referral is closed
Arrives via CCM, email, client-supplied, mail, fax or county portals.
Signup — client creates their own account
- Client self-registers on the website
- No automated communication exists at all
- Case manager begins manual outreach immediately and carries the whole enrolment
S2S's own words: “Unlike referrals, no automated communication exists for signup clients.” A signup that nobody picks up is invisible until someone looks.
The eight gates — a client is not enrolled until every one is met
Then the client gets an enrolment confirmation, an assigned class, and a program start date — “typically beginning on a Monday”. Ownership moves to the Client Success pipeline at that moment.
What stalls an enrolment
⚑ PENDING — when does Intake give up?
The model runs outreach “until the client either enrols or the referral is closed” and never says what closes it. There is no attempt count, no day limit and no failed state anywhere in the document — yet a deactivation text already exists in the intake message library. S2S to supply the threshold that fires it.
Exits & Completions ✓ Exits SOP
Clients who have finished their classes and still need an exit interview. Worked oldest-first within each bucket, as the SOP directs.
Rows carrying a highlighted note are read before anything else on this list. ⚑ PENDING — what the highlight signifies The SOP tells staff to look at “the yellow highlighted notes” first but never defines what being highlighted means.
| Client | Last class | Exit state | Next action |
|---|
Special exit — the SOP's own definition: clients “who have completed last class 3+ months ago but are unresponsive about attending an exit interview. If less time than that has passed but it has been determined that the client is likely not to respond, it can be done sooner than 3 months after their last class.”
The special-exit branch cannot be built. The SOP hands it off with “see that SOP and follow the instructions” and gives no title, link or location for it. Rows can be routed into this bucket; what happens to them next is S2S's to supply.
Whether a client is chased again is a judgement call, not a rule — the SOP is explicit: “It is up to the Exits specialist to determine whether or not the client needs to be contacted again about exit.” Nothing here auto-escalates.
Missed VIMs — Santa Clara Subsidized 2 at cap
Hard cap: 2 missed VIMs → notate + deactivate, client referred back to their agency. Marketing & Finance invoice the agency for the missed meetings. Replaces the Missed VIMs Tracker spreadsheet.
| Client | Agency | Missed VIMs | Status | Agency contacted | Actions |
|---|---|---|---|---|---|
| Jorge Castillo AC-8120 · Santa Clara | SC Probation — IPV | 2 — Jun 12, Jun 19 (no-show) | Deactivated — at cap | Jun 20 · awaiting reply | |
| Danielle Price AC-8093 · Santa Clara | SC HSACS — Subsidized | 2 — Jun 10, Jun 17 (no-show) | Reactivated — new referral | Jun 18 · agency approved retry | |
| Marcus Odom AC-8135 · Santa Clara | SC Probation — DV | 1 — Jun 24 (no-show) | 1 of 2 — warning sent | — |
Cap + deactivation applies to Santa Clara Subsidized (and IPV) referrals only — authored county-scoped as VimCapRule in County Rules. Reactivation requires agency approval or a new referral.