1import{j as e,h as i}from"./index-J7yj1WYn.js";function a(){return e.jsxs("main",{className:"mx-auto max-w-3xl px-6 py-10 text-slate-800",children:[e.jsx("p",{className:"mb-4 text-sm",children:e.jsx(i,{to:"/admin",className:"text-[#1B4F8A] underline",children:"â Back to work queue"})}),e.jsx("h1",{className:"mb-2 text-3xl font-semibold text-[#1B4F8A]",children:"How to run a case"}),e.jsx("p",{className:"mb-8 text-slate-600",children:"A start-to-finish walkthrough of what happens on a case and what you do at each step. Written to be read in ten minutes."}),e.jsxs(s,{title:"The shape of a case",children:[e.jsx("p",{children:"Every case moves through the same stages:"}),e.jsxs("ol",{className:"mt-3 list-decimal space-y-2 pl-6",children:[e.jsxs("li",{children:[e.jsx("strong",{children:"Intake"}),": the customer submits countries worked, employers, ID. The system runs a Pension Identification Report (identification-only, sourced from public data)."]}),e.jsxs("li",{children:[e.jsx("strong",{children:"Waiting for IRA"}),": for the Enhanced Pension Identification Report and the Global Pension Identification Report, we can't write to administrators until the customer signs."]}),e.jsxs("li",{children:[e.jsx("strong",{children:"Dispatch"}),": once the IRA is signed, letters/emails go to the identified administrators."]}),e.jsxs("li",{children:[e.jsx("strong",{children:"Follow-up"}),": chases on your queue when responses are late."]}),e.jsxs("li",{children:[e.jsx("strong",{children:"Response logging"}),": you record what came back into the correspondence log."]}),e.jsxs("li",{children:[e.jsx("strong",{children:"Register build"}),": you assemble the customer's Personal Pension Register from what was found."]}),e.jsxs("li",{children:[e.jsx("strong",{children:"Approval and send"}),": admin reads the Register, approves, and sends the PDF."]})]})]}),e.jsxs(s,{title:"Your work queue",children:[e.jsx("p",{children:"Your homepage shows only what needs your action today, grouped by kind:"}),e.jsxs("ul",{className:"mt-3 list-disc space-y-2 pl-6",children:[e.jsxs("li",{children:[e.jsx("strong",{children:"Follow-ups due"}),": chase dates that have arrived."]}),e.jsxs("li",{children:[e.jsx("strong",{children:"Responses to log"}),": email replies waiting to be recorded on the case."]}),e.jsxs("li",{children:[e.jsx("strong",{children:"Stages ready"}),": cases that have met the conditions to advance."]}),e.jsxs("li",{children:[e.jsx("strong",{children:"Registers to build"}),": cases where every leg is closed and it's time to assemble the deliverable."]})]}),e.jsx("p",{className:"mt-3",children:"If a section is empty, it will say why instead of showing a blank space."})]}),e.jsxs(s,{title:"Logging a response",children:[e.jsxs("p",{children:["When a reply arrives from an administrator, open the case, go to the Correspondence tab, and click ",e.jsx("em",{children:"Add entry"}),". Every log entry needs: date received, sender, channel (email/letter/portal), and a short summary of what they said. Attach the source document if you have one."]}),e.jsxs("p",{className:"mt-3",children:[e.jsx("strong",{children:"Corrections, not edits."}),' Log entries are permanent for audit. If you make a mistake, add a correction entry ("Correction to entry 3: pension is DB not DC"). The original stays visible.']})]}),e.jsxs(s,{title:"Chasing",children:[e.jsx("p",{children:"Set a follow-up date when you send a letter. The system will surface the case back on your queue on that date. If a response arrives sooner, clear the chase from the case header."}),e.jsxs("p",{className:"mt-3",children:[e.jsx("strong",{children:"Reasonable chase cadence:"})," 10 business days for the first chase, 15 for the second, then flag the case for an admin decision on escalation."]})]}),e.jsxs(s,{title:"Building the Register",children:[e.jsxs("p",{children:['When every leg is closed (a decision recorded, or a "no record" outcome), open the case, go to the Register tab, and click',e.jsx("strong",{children:" Build / Rebuild preview"}),". This assembles the customer-facing Register from findings, correspondence, and stored data."]}),e.jsx("p",{className:"mt-3",children:"Read the preview end to end. If something is wrong (wrong client name, missing employer, section 05 empty), go fix the underlying data on the case and rebuild. Never edit the Register HTML directly. The assembler is deterministic and the fix belongs on the case."}),e.jsx("p",{className:"mt-3",children:"When the preview is clean, hand off to admin for approval. You cannot send Registers yourself. That's an admin action."})]}),e.jsx(s,{title:"Editable / Correctable / Locked rules",children:e.jsxs("ul",{className:"mt-3 list-disc space-y-2 pl-6",children:[e.jsxs("li",{children:[e.jsx("strong",{children:"Editable"}),": customer contact details, chase dates, draft letters, draft Register content, notes (within 24 hours)."]}),e.jsxs("li",{children:[e.jsx("strong",{children:"Correctable"}),": correspondence log, stage history, submitted findings. Add a correction; don't overwrite."]}),e.jsxs("li",{children:[e.jsx("strong",{children:"Locked"}),": sent letters/emails, executed IRAs, approved Registers, payment records, audit rows. If a lock
1icon shows, hover it to see why."]})]})}),e.jsx(s,{title:"Test cases vs real cases",children:e.jsxs("p",{children:["Cases marked ",e.jsx("strong",{children:"TEST"})," route every customer email to ",e.jsx("code",{children:"[email protected]"}),"instead of a real inbox. If the badge says TEST, run the flow end-to-end. You can't accidentally send anything to a real customer."]})}),e.jsxs(s,{title:"When to escalate",children:[e.jsx("p",{children:"Bring an admin in whenever any of the following are true:"}),e.jsxs("ul",{className:"mt-3 list-disc space-y-2 pl-6",children:[e.jsx("li",{children:"An administrator asks for something outside the standard IRA (e.g. a bank-verified signature)."}),e.jsx("li",{children:"A response contains a benefit statement (the Register needs an eyes-on decision)."}),e.jsx("li",{children:"A complaint or refund request comes in."}),e.jsx("li",{children:"You suspect fraud on the customer's account (flag it on the case, then message admin)."})]})]}),e.jsx("p",{className:"mt-10 border-t pt-6 text-sm text-slate-600",children:"Anything unclear here is a bug in the guide. Tell admin what confused you and it gets rewritten."})]})}function s({title:t,children:n}){return e.jsxs("section",{className:"mb-8",children:[e.jsx("h2",{className:"mb-3 text-xl font-semibold text-[#1B4F8A]",children:t}),e.jsx("div",{className:"text-slate-700",children:n})]})}export{a as default};
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