Submitting and Managing Urgent or Emergency Requests for Immediate Attention

Introduction

This guide explains how Kern County ETR employees can effectively submit and manage urgent or emergency requests through the centralized ticketing system. Prompt attention to such requests ensures safety, operational continuity, and efficient internal service management.

Step-by-Step Instructions to Submit Urgent or Emergency Requests

1. Log in to the ticketing system using your employee credentials to access the platform securely.
2. Select the "New Request" option and set the priority level to "Urgent/Emergency" to flag the request accordingly, ensuring immediate visibility.
3. Provide detailed information describing the nature of the emergency, including the exact location, and any immediate safety or operational risks involved.
4. Attach any relevant photos or documents to support the request. Using the mobile app allows for quick on-site submission with photographic evidence.
5. Submit the ticket, which will automatically alert the designated emergency response team and supervisors for prompt action.
6. Use the integrated Microsoft Teams communication feature within the ticketing system to follow up with assigned staff, enabling real-time updates and clarifications.
7. Monitor the request status closely through your dashboard and respond promptly to any queries to avoid delays in resolution.
8. If the situation worsens or no timely response is received, escalate the ticket through the system’s built-in escalation option to higher management.

Tips for Effective Management of Urgent Requests

• Always provide clear, concise, and thorough information to facilitate quick understanding and response.
• Ensure that your contact information and availability for follow-up are up to date in the system.
• Utilize the mobile app to submit requests immediately from the field whenever possible.
• Regularly review pending urgent tickets and maintain communication with assigned staff members through Microsoft Teams to stay informed of progress.

Additional Support

For assistance with the ticketing system or emergency request procedures, please contact the Administrative Services or your immediate supervisor. Quick and accurate handling of these requests is vital to Kern County ETR’s commitment to efficiency, safety, and collaborative service.