Understanding Community Connect Citizen/Business Reminders

Understanding Community Connect Citizen/Business Reminders

Purpose Statement

This feature provides automated email reminders to citizens and businesses with active Community Connect accounts, ensuring their account information remains current and accurate. The reminder system helps maintain data integrity while reducing manual administrative work for agency staff.

Background Information

Community Connect serves both residential citizens and high-hazard businesses by maintaining critical contact and property information for emergency response purposes. The automated reminder system ensures this vital data stays up-to-date without requiring constant manual oversight from agency personnel.

Key Points:
  1. Citizens use Community Connect for residential information
  2. Businesses use it for high-hazard property details
  3. Reminder intervals are customized during implementation
  4. The system operates automatically once configured

Required Permissions

To manage Community Connect accounts and reactivation:
  1. Community Connect Administrator - Required to reactivate deactivated accounts
  2. User Management - Needed to access user records and account status
  3. Community Connect Module Access - Basic access to the Community Connect system

Step-by-Step Guide

Understanding the Reminder Schedule

Step 1: Initial Reminder Timing
  1. First reminder is sent 6-12 months after account creation (configured during implementation)
  2. Timing varies based on agency preferences set during setup

Step 2: Automatic Follow-up Schedule
  1. Reminder #2: Sent 30 days after first reminder if no response received
  2. Reminder #3: Sent 15 days after second reminder if still no response
  3. Account Deactivation: Occurs 15 days after third reminder with no response

Step 3: Reactivating Deactivated Accounts
  1. Navigate to Community Connect module
  2. Select User from the menu
  3. Locate the deactivated account
  4. Select the account and choose reactivation option
  5. Account will be restored to active status

Best Practices

  1. Monitor deactivation reports regularly to identify accounts that may need manual outreach
  2. Coordinate with public education efforts to inform citizens about the importance of keeping information current
  3. Consider seasonal reminders for high-hazard businesses that may have operational changes
  4. Document reactivation reasons to track patterns and improve future communication strategies
  5. Review reminder intervals annually to ensure they align with community needs and response rates

Troubleshooting & FAQs

Q: What happens if a citizen/business doesn't receive the reminder emails?
A: Check spam/junk folders first. Verify the email address on file is current and functional. Consider alternative contact methods for important accounts.
Q: Can the reminder schedule be customized after implementation?
A: Yes, contact your system administrator or First Due support to adjust reminder intervals if needed.
Q: How can we tell which accounts are approaching deactivation?
A: Run reports from the Community Connect module to view reminder status and upcoming deactivation dates.
Q: What information do citizens/businesses need to update?
A: Contact information, property details, occupancy changes, and any special considerations for emergency response.
Q: Can deactivated accounts reactivate themselves?
A: No, only agency administrators can reactivate accounts. Citizens/businesses must contact the agency directly.

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