Service Request Status Definitions

Draft:

• Often used for a repeat service request, or for something with an appointment for which we do not know all the details yet. You can add this request as a draft and have it will not be displayed to screened volunteers until all the info has been entered and then saved as "Open" to release it to volunteers. 

• White color code

Requested:

• When a member creates a new service request, it can be automatically set to ''Requested", which means that it needs approval from the Village admins before they make it visible to volunteers changing its status to "Open"

• Red color code

Open:

• Open for volunteers to view and match with. 

• White color code

• Blue color code for a new service request that has been entered into the system within the last 24 hours. 

Past Due ‘Open’ Request:

• The platform will highlight a past due service request (meaning a request with a date in the past) that was never "matched" with a volunteer to let the admin know that the member did not receive help and that the admin should inform the member and change the status to "unfulfilled", or any of the other statuses.
• When a request is "open" but past due, volunteers are no longer able to see it. 

• Red color code

Matched:

• Matched with a volunteer, scheduled to be serviced by a volunteer.

• Green color code

Completed:

• Was matched with a volunteer or provider and it was completed. The Service Request will automatically transition from "Matched" to completed once the service date has passed. 

• Light blue color code

Not Fulfilled:

• Was unable to be matched with a volunteer and the service was unfulfilled.
• This status needs to be updated manually

• White color code 

Not Fulfilled - late request:

• Some Villages have a time/date limit on when a member can put in a request, so when they show it was not fulfilled, they are able to say why (late request) and count it differently towards their regular fulfillment rates and their fulfillment rates for late requests.
• This status needs to be updated manually

• White color code 

Canceled:

• Was canceled by an admin. 
• This status needs to be updated manually

• White color code 

Canceled and fulfilled:

• Shows that the request was matched with a volunteer but was canceled by the member, admin, or for any other reason. 

• (ex: a member has requested a ride, then calls to cancel because a family member is in town and will be taking the member)

• This status needs to be updated manually

• White color code 

Deleted:

• For mistakes, only to be used for service requests that should have not been in the system. 
• This status needs to be updated manually

• White color code 

These different status types were originally co-designed by a larger Village in California who uses these different metrics to track different metrics in a more detailed manner. 

Color Code for Service Request Statuses: