Job Instruction: DCSS- Email Box Documents

Date/Version: 7/14/2025 - v.1

Process Owner: Customer Care

Review Cadence: Annually

Process/Purpose: Process of uploading email correspondence received at [email protected] (DocBox)
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Important Steps (WHAT?)

Key Points

(HOW?)

Artifacts

A logical segment of the operations that advances the work

Important actions in the steps that will: Make or break the job Make the job easier

Sketches, layouts, digital pictures , etc. that will improve understanding of the job

1 DCSS members send inquiries and documents via email.
  1. Emails are received and distributed among CMI staff to their respective folders.
  2. To access emails click on Google Logo next to your employee account profile image on the top right of your screen.
  3. Click “Show More Accounts” if additional accounts are not listed.
  4. Select “DCSS-DOCUMENTS-DES”
  5. Navigate to your assigned folder

ACCESSING DOCBOX

 

ACCESSING ASSIGNED FOLDER
2 Email messages are reviewed for disposition.
  1. Email messages that are forwarded.
  2. New Title IV-D Child support applications and/or supporting documents are logged NPA/Modification Log and forwarded to [email protected]
  3. Modification request documents are often received in multiple emails, with multiple document attachments.
  4. Multiple Emails
  5. Print email to pdf and save in your working folder.
  6. Download attached documents by clicking on the download arrow.

  7. Download arrow

     

     

     
  8. Launch Adobe Acrobat and select combine.
  9. Click on add files and navigate to files you want to combine.
  10. Click on combine.
  11. Acrobat creates a “Binder” document with all documents attached.
  12. Do not save Binder, print combined documents to pdf making sure to shrink to 8.5 x 11.
  13. Binder can be closed without saving after printing.
  14. In Adobe Acrobat again, select compress.
  15. Click on add files and navigate to printed document.
  16. Select single file and choose, place to save, compressed document.
  17. Attach compressed documents to email and forward to [email protected].
  18. Log modification NPA/Modification Log
  19. Single Email
  20. Forward email to [email protected].
  21. Log modification NPA/Modification Log
  22. Request for Administrative Review and/or supporting documents are forwarded to [email protected]
  23. Electronic Payment Agreements and supporting documents are forwarded to [email protected]
  24. Child Care Assistance Applications are forwarded to [email protected]
  25. Title Company Requests [email protected]
  26. Email messages that have attachments that cannot be accessed, reply using “Locked Document” template.
  27. Email messages for which you are unable to locate a case, reply using “To Better Assist You” template.
  28. Email messages requesting confirmation of receipt, reply using “Receipt” template.
  29. Email messages for which you are able to locate a case number in AZCARES:
  30. Print email and attachments to PDF format.
  31. Name the file to include document type category. Refer to Standard Work 2.2 for categories and examples.
  32. Use Acrobat to combine files into one uploadable document.
  33. Files can be no larger than 19 MB
  34. Use Acrobat to compress files if needed.
  35. Launch AZCARES to upload email.
  36. Search case number and open case.
  37. Click “Upload Document” upper right of window.
  38. Document Library Flow screen will pop up
  39. Verify that case number has populated.
  40. Select “DCSS AZCARES CASE FILES” from Document Group pulldown menu.
  41. Select the corresponding document type from Document Type pulldown menu.
  42. Enter “EMAIL” in File Name field.
  43. Select “Yes” from Worklist pulldown menu.
  44. Make sure Create Task button is checked.
  45. Click “Next” button.
  46. Upload Files dialogue box will pop up.
  47. Click “Upload Files” button and navigate to the file and click open.
  48. A second “Upload Files” will pop up and a bar will fill green when file has uploaded. Click Done.
  49. Screen will revert to first “Upload Files” dialogue box, click finish.
  50. A green “Success” banner will briefly show at the top center of your screen, upload is complete.
  51. Mark email as read.
  52. Change star to assigned color.
  53. Move email to “Completed” folder or the corresponding sub folder.

CMI Standardized Work

 

DOCUMENT LIBRARY FLOW IMAGE