Organizations and service areas

The organization defines reporting scope, time zone and active state. A service area belongs to that organization and holds the counterparty contact, address and eligibility note. Team members also belong to an organization, so a coordinator should work only within the scope assigned to them.

Organizations define the reporting boundary. Each service area and team member points to one organization, and each case identifies its organization, owner and area. The area keeps its code, contact, address and eligibility note, which help a Utility Coordinator decide whether the reported incident belongs there. Active state is recorded separately for organizations, areas and memberships.

A coordinator may receive a case for a street near the edge of an operating area. The area note and contact give a concrete starting point, but the coordinator still checks the incident source and organization before triage. An area in another organization cannot be substituted just because its name looks similar.

• Source. Identify the organization and service case before entering the next fact.
• Responsibility. Keep the owner and reviewer visible at each handoff.
• Result. Use the case status or receipt result to show what has actually happened.

Agree the organization codes and service area codes before loading active cases. Confirm which contact owns each area and what the eligibility note means for triage. Review inactive areas before a new case can be assigned to one.

Agree organization and area codes, active states and contact ownership before importing cases. Link each team member to the correct organization and user. Try an active area and an inactive one when rehearsing assignment. The Admin should also check the organization time zone so report and event times can be read consistently.

Take a case reported for an active organization and check the area and owner against their organization memberships. The same named area in another organization must remain a separate operational scope. If the area changes, review the case revision and any linked evidence before continuing.

Open a reported case and compare its organization with its area and owner membership. Ask the Utility Coordinator to inspect the area eligibility note and contact before triage. Then choose an area from another organization and confirm it cannot become the case counterparty. If the proper area changes, review the case revision and linked evidence before carrying the incident forward.

• Organizations Directory — Find active organizations with their codes and time zones.
• Service Areas Directory — Inspect active areas, contacts and eligibility notes before assigning a case.

Follow case response and evidence review. Use reconciliation when an outcome remains unresolved.