User's Manual

Business Guidelines – Processes and Procedures
Version: 2.3 17 10/15/2009
AGENCY MANAGEMENT
This section describes the processes and procedures applicable to a service provider that
is supporting multiple agencies or a single agency that has multiple courts or programs
they are supporting.
Centralized Structure
SCRAM
NET offers you a centralized operational structure for managing your SCRAM
Program. See the following diagram to view a typical agency structure.
Figure 3: Sample Centralized Organizational Structure
As your business grows and evolves, you may elect to utilize a de-centralized operational
structure. Refer to the Regional Management section for further details.
Agency Set Up
In order to add an agency to your program, log into SCRAM
NET as a Call Center
Supervisor. Once you are in the site, perform the following steps:
1. Click the Agencies Tab.
2. Click the Add Agency button to open the Agency Setup Wizard.
3. Enter the following information in the General page:
a. Agency Name field
b. Agency Code field
c. Comments field (optional)
d. Agency Instructions field (optional)
4. Click the Next button.