How to Create a Hotline Incident

About Hotline Incidents

Hotline incidents refer to external communications with the general public. These could include a discussion of an animal that may be injured or orphaned, a request for information about your center, or an inquiry about volunteering. If you want to keep a record of these communications, you can do that using the hotline extension. 

Activating the Hotline Extension

Note: Users with Admin or Super Admin status are able to access the Extension Features in Settings.

Step 1

Visit https://www.wrmd.org/signin and log into your account using the username and password that you registered with. 

Step 2

Access your account settings. Click on the arrow next to your name in the top right corner and choose settings from the drop-down menu. 

Step 3

On the left sidebar, click on All Extensions in the Extensions panel.

Step 4

Activate the Hotline Extension by clicking the Hotline button. Once activated, it will always be available until you deactivate it.

You will be able to access the Hotline function through the Quick Links panel.

Creating a New Hotline Incident

Step 1

Visit https://www.wrmd.org/signin and log into your account using the username and password that you registered with. 

Step 2

Click on the Hotline Link in the Quick Links tab. 

Step 3

Click on the green New Hotline Incident button in the top right-hand corner.

Step 4

Fill in the relevant details about the call. 

There is information across five panels, but only fields that are lined with pink are required.

• Incident Panel: In this panel, record the date of the call, the date of the incident, and who responded to it. If the call is in reference to a sick, injured, or orphaned animal, fill in the suspected species, the number of animals, its urgency, category, and status. While not required, you may want to record the duration of the call as the analytic data you receive can help you to improve staffing and/or training.
• Responder Contact: Input the details of who is calling. The information you include here will be recorded under your People data. If the responder has never called before, include their information under the New Responder tab. If they have called before, you can use the Search tab to find their information.
• Description: Include the location of the incident and a description of it. 
• Communication: In this panel, record any important details that you told the person. 
• Resolution: If you resolved the issue during the call, record the date, and write a description. If you gave them any information that was outside of general communication, like a brochure or weblink, click the box Given Information. Be aware that if you include a date in the Resolution panel, the Status field in the Incident Panel will automatically change to Resolved. 

Step 5

Click on the green Save Hotline Incident button.

Step 6

Your Hotline Incidents will be saved as a list in the Hotline section. 

There will be two tabs: one is for open/pending incidents and the other is for resolved incidents. Each incident is given an incident number, which is chronological and numeric.