Purpose Statement

This feature provides automated email reminders to residents and businesses with active Community Connect and High Hazard accounts, helping ensure their information remains accurate and up to date. The reminder system supports data integrity while reducing manual administrative effort for agency staff.

Background

Community Connect supports both residential users (CC) and high-hazard (HH) businesses by maintaining critical contact and property information used during emergency response.

The automated reminder workflow helps ensure this information stays current by prompting users to review and update their accounts after periods of inactivity.

Key Points

• Applies to both Community Connect (residential) and High Hazard (business) accounts
• Reminder timing is based on time since last account update, not account creation
• The initial reminder interval is configurable by the agency
• Follow-up reminders (30 / 15 / 15 days) are fixed
• The workflow runs automatically once configured
• Accounts are removed—not simply deactivated—if no action is taken

Configuration

The initial reminder timing is set at the agency level:

Path:
Client → Community Connect →

• Months before Community Connect account reminder
• Months before High Hazard account reminder

⚠️ This setting is only accessible by your Implementation or Client Success Manager.

How the Reminder Workflow Works

Step 1: Initial Reminder

• Sent after a defined period of inactivity (no updates)
• Timing is based on the agency-configured setting

Step 2: Follow-Up Reminders

If no updates are made:

• Reminder #2: Sent 30 days after the first reminder
• Reminder #3: Sent 15 days after the second reminder
• Final Action: Occurs 15 days after the third reminder

Step 3: Account Removal (Important)

If no action is taken after all reminders:

• The registration is removed from Community Connect / High Hazard
• If the user has no other registrations, their portal account is also removed

⚠️ This is not a simple “deactivation.”
The user will need to register again to regain access if their account is fully removed.

Important Limitations

• There is currently no built-in UI or reporting to show:
  • Reminder status
  • Upcoming removals
• Agencies cannot directly track which accounts are nearing removal through standard reporting

Best Practices

• Proactively educate residents and businesses on the importance of keeping information up to date
• Incorporate reminders into broader public education and outreach efforts
• Encourage users to review their information regularly—not just when prompted
• Consider seasonal outreach for high-hazard businesses with changing operations
• Periodically review your configured reminder interval to ensure it aligns with community needs

Troubleshooting & FAQs

Q: What if a resident or business doesn’t receive reminder emails?
A: Have them check spam/junk folders and verify their email address is correct. Use alternative outreach methods if needed.

Q: Can the reminder schedule be customized?
A: The initial reminder timing can be adjusted in Client settings.
Follow-up intervals (30 / 15 / 15 days) are fixed and cannot be modified.

Q: Can we see which accounts are about to be removed?
A: No. There is currently no report or interface that displays reminder status or upcoming removals.

Q: What happens when an account is removed?
A: The registration is deleted. If the user has no other registrations, their portal account is also removed. They must sign up again.

Q: Can accounts be reactivated?
A:

• If the user record still exists, an administrator may be able to assist
• If the account has been fully removed, the user must re-register

Q: What information should users keep updated?
A: Contact details, household or business information, occupancy changes, and any functional or safety considerations relevant to emergency response.