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Here there are certain Mandatory fields which should be entered and below are the Mandatory fields
a) Gender
Once all the details are filled it gives an option to move to the “Next screen” and the next screen which are
a) State
b) District
c)Taluk
d)Street panchayat/village
e) Pin-code
f)Alternate numbers
g)Preferred language
Here there are certain Mandatory fields which should be entered and below are the Mandatory fields
a) State
b) District
Generate
- Once clicking on generate the Beneficiary ID of the beneficiary will be created by the counsellor and below is the screenshot for the reference
Send SMS
- Here SMS of the Beneficiary ID will be sent to the Beneficiary ID
- It can also be sent to the Alternate number by clicking on the check box Alternate number and after entering the Mobile number the SMS will be sent to the Beneficiary
Provide Services
These are the services which is being provided to the beneficiaries and those services are divided into following categories which are
a) Information services
b) Counselling services
c) Referral services
d) Feedback system
New Information
- If Beneficiary is suffering from some ailment or if they are suffering from fever, then Counsellor will open documents and read the information
a) Information services
- Once clicking on New Information, it will take to the “Information services page “where counsellor gives information about different services by selecting the category as “Information category” and subcategory as “Subcategory Information”
Get details
- This tab is used to open the documents related to Information services by selecting Category as well as Subcategory
Under Category we will select it as Information category from the dropdown and under select subcategory select “Subcategory Information.
b) Counselling services
- It generally refers to a phone service where individuals can seek emotional support, guidance, and counseling from trained professionals or volunteers. These services are often dedicated to providing assistance for various issues such as mental health concerns, emotional distress, relationship problems, crisis intervention, and more.
a)New counselling
- The New Counseling Services program on the AIDS Helpline aims to provide comprehensive support and guidance to beneficiaries affected by HIV/AIDS. This document outlines the various counseling services available, their objectives, and the procedures for beneficiaries to access these crucial resources.
After clicking on counselling services there are two fields which are
a) Select Category
b) Subcategory
Get details
- This tab is used to open the documents related to counselling services by selecting Category as well as Sub category
c)Referral services
- After clicking on “New referral” it will give details the higher health centres where the Beneficiaries can be referred to those particular centres where they need additiona support
For example:-It can be a blood bank
The referral services can be given by selecting the following categories which are
a)State
b)District
c)Sub district/taluk/block
d)Information required (Directory)
This dropdown will show the list of name referral centres which are listed as per the screenshot
Sub-category
- Sub-category will have the dropdowns which is used to select type of Referral centers such as Blood Banks or OST Centers and after clicking on “Sub category” the list of Referral centers can be seen and below is the screenshot for the reference
d)Feedback system
- In Feedback system Beneficiary gives information about the services, counsellors as well as the challenges.
a) Feedback id
The feedback of the existing Beneficiary can be searched with the help of existing Beneficiary can be searched
Create feedback
Create feedback is to create new feedback of the Beneficiary and beneficiary will give details of their experience through the call flow and below are the fields which are part of the feedback and that are as follows
a) State
b) District
c)Sub district/taluk/block
d)Institution Name
e) Designation
f) Feedback type
g) Incident date
h) Severity
It is the priority or Emergency of the feedback services and here the feedback is prioritized based on the severity of the Beneficiary
Feedback Description
- The aim of collecting feedback in 1097 helpline is to continuously improve services, ensure customer satisfaction, and meet the diverse needs of callers efficiently. This process helps in maintaining and enhancing the quality of assistance provided through the helpline.
Other details
- After clicking on Next it will directly go to “Other details “ page where the other details of the Beneficiaries are entered such as
1)Occupation
2)Education qualification
3)Sexual orientation
4) Place of work
5) Remarks
6) Is Beneficiary suffering from HIV/AIDS? (Captured only <if caller voluntary forms)
Here it captures whether Beneficiary is suffering from HIV/AIDS, and it has following dropdowns which are
a) Yes
b) No
c)Not disclosed
7)How did you come to know about the services?
Here there are different options in the form of checkbox that comes under “About our services ”
a)Pamphlet
b)Radio
c)Television
d)Family and Friends
e) Healthcare worker
f) Others
g) News papers
h) Not disclosed
Closure screen
If the Beneficiary does not want to proceed further In Registration screen and directly wants to close the call then click on closure screen and it will take to closure page where counsellor will directly go ahead to wrap up the call without giving any services if Beneficiary is not availing for any service and it will also have following features which are mentioned as per the below screenshot.
Call details
- Call details will have the following dropdowns which are as follows
a)Call type
- Call type is the type of call and it is categorised into
i)Transfer
- After selecting the option transfer the call can be transferred to same counselling officers in different campaigns and based on selection of transfer the “Call sub type” has to selected as Different language and “Campaign Name” will have following dropdowns such as CO_1097, H_1097_CO_IN and below is the screenshot for the reference.
ii)Valid
- It is a valid call, and complete service is given to the Beneficiary and after selecting “Call type” as valid then “call sub type” will show the dropdowns such as Disconnected call, serviced call or silent call and it will have Remarks column and below is the screenshot for the reference
iii)Invalid
- An "invalid call" typically refers to a phone call or communication that is not properly placed or fails due to various reasons and after selecting Invalid the “Call subtype” will have option of “Missed call” and Remarks will become blank
Cancel
- Cancel will go back to the Beginning of the Registration page and it is applicable for all the modules.