Work Order/ Case Claiming Policy

Crisis Cleanup is collaborative, and only works when each organization respects others' ability and right to help survivors. We ask that you follow these rules:

  • In general, only claim work orders/cases that you can complete in a few days.
  • Never claim work orders/cases more than six days in advance.
  • Never claim large numbers of work orders/cases in an area unless you intend to complete them all within six days at the most.
  • Unclaim work orders/cases right away if you cannot complete them.

Contact Us if you need to unclaim a large number of work orders.


Example 1: You are a team leader planning to lead a team on Saturday. On the Wednesday prior, you log into Crisis Cleanup and claim a few work orders. You are reasonably sure you can complete all of them on Saturday. You contact each resident and arrange a time to help.

Great! This is exactly how you should use Crisis Cleanup.

Example 2: You arrive at a disaster and estimate you can recruit 500 volunteers in the next few weeks. You claim 50 work orders, intending to complete them in the next few weeks.

Not OK: Even if you reach your volunteer targets, it isn't fair to make survivors wait. Only claim if you can complete them within six days.

Example 3: Your team has claimed four work orders:

  1. The first person isn't home: Unclaim it. You may re-claim the person if you contact them later.
  2. The second person reschedules: Keep it. Because you have scheduled a time, the resident is expecting you. Mark it "Open, assigned."
  3. The third work order has been done by others: Keep it. Mark it "Closed, done by others."
  4. You complete the fourth work order:Keep it. Mark it "Closed, completed.

Example 4: You have claimed work order A123, but have not scheduled a time to work. Another organization contacts you and explains they already have an appointment scheduled with that person but had forgotten to claim the work order. What should you do?

Play nice. Unclaim the work order and allow the other organization to claim it. You should always work things out with the other organization in a way that is fair. In this case, they already have an appointment scheduled and you do not.

Example 5: Your organization is demobilizing. You log on to Crisis Cleanup to update work orders and realize there are several cases your group never completed. What should you do?

Unclaim them. At a minimum, unclaim each work order and set the status to, "Open, unassigned." Make any notes about the status for other relief organizations that might help them in the future. Tell the resident you are unable to help. If possible, coordinate with other organizations to ensure they are helped after you leave.

Example 6: It has been several months since the disaster, and it is your job to find out who has been helped as long term recovery begins. You find that one organization that left months ago failed to unclaim work orders, even though they never helped. What should you do?

  • Contact the organization. First, always try to contact the organization and ask them to unclaim the work orders.
  • Contact Us. If you are unable to reach the organization, contact us. DO NOT contact us until you have made repeated attempts to contact the organization and can demonstrate they are completely inaccessible. If they are missing and inaccessible, we can help unclaim those work orders.

Policy Effective: September 8, 2016. Updated: December 10, 2016 (clarified examples).

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  • 0
    Eunice T Dixon

    I am having difficulty going through all of the details.  It seems that I understand what I am to do, yet, I am not successful.

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