Intranet – Chancery CRM Guide

Updated April 11, 2017

This guide provides an overview of how to use the CRM to support Chancery business processes.

Daily and Weekly Tasks in the CRM

Chancery should check the following queues regularly:

  • Applications (3-4 Chancery-specific views)
    • Two views are of those applications awaiting action by Chancery, and should likely be utilized daily
    • One view is of those applications awaiting action by the applicant, who may need a reminder from time-to-time
    • One view is of those applications awaiting action by installation priests, who may need a reminder from time-to-time
    • see below for more details about handling each type of application
  • Letter Requests
    • these are requests for letters of good standing, celebret, etc. submitted by chaplains and deacons via myAMS
    • see below for more details
  • Portal Messages (Chancery queue)
    • these are messages submitted specifically to the Chancery Office by myAMS users, and should generally be responded to within a day
    • see CRM Basics for more details
  • Corrections (Chancery queue)
    • these are requested corrections to an installation’s Catholic Ministry Team submitted by the chaplain or CPLC; Chancery approves changes to EMHC, LL, or CR assignment/appointment records
    • see CRM Basics for more details

Chaplain Recruitment

Register for AMS recruiting event

  1. An event should be created in the CRM for each recruiting event.
  2. An online Action Page should be created to accept registrant information, and applicants may be sent a link to the registration page. This may be done via individual emails, as a link on the public website, or through a bulk email to prospective attendees using Campaign Monitor. Alternately, attendees may also be added to the event in the CRM manually by Chancery staff.

Cultivate Relationships

  1. A list of priests interested in becoming chaplains is maintained by [TO BE DETERMINED]
  2. Notes may be entered by viewing the individual’s record in the CRM, and adding an AMS Note of type ‘Applicant’ (for visibility by Chancery and Vocations), ‘General’ (for visibility by all AMS staff), or ‘Private’ (for visibility only by the author). NOTE: All notes are visible by the Vicar General and the Archbishop.

Email Prospects

  1. A mailing list of priests interested in chaplaincy is maintained by [TO BE DETERMINED]
  2. An email may be sent to this list using Campaign Monitor.

AMS Endorsement

Seminarian Submits Application for Endorsement

  • Chancery will receive an email when a seminarian submits an application for endorsement. The application can be viewed by clicking the link in the email, or by logging into the CRM, viewing Applications, and selecting the Chancery view to view the queue of applications in processing by Chancery.
  • Skip to “Review Application” below.

Priest or Deacon Submits Application for Endorsement

  • Whether or not a priest has previously been entered in Salesforce, a person interested in applying for endorsement should be directed to myAMS, available from a link of the same name on milarch.org. After they create a portal ID, which requires only an email address, then from the myAMS Home page they may submit an application for endorsement.
  • The application may be submitted in parts, as progress is saved every time the applicant clicks ‘Next’. The application will be listed on the myAMS homepage, where they can resume it.
  • The priest completes an application based upon the type of chaplain he will be. As part of this process, a photo is uploaded, and two forms must be downloaded and submitted with original signature to AMS, including the Confidential Questionnaire and the Declaration Page. Some items must also be submitted separately, by postal mail.
  • Upon completion he clicks ‘finish’ and the application status is changed to ‘Submitted’.

Review Application

  • Click on the application record to view the submitted information.
    • Note: sometimes an individual will submit duplicate applications. The easiest way to tell is to view the Individual record, and look at the Applications related list. Compare the applications and decide which one should be kept. Provide the URL’s (in the address bar of your browser) of the other applications to crmsupport@milarch.org, and they will be deleted.
  • Chancery will receive an email notification of an application for endorsement. Applications are also visible on the Applications tab in the Chancery queue, with status ‘Submitted’.
  • If information that should have been submitted online was not included (i.e. not including those items submitted by postal mail), choose ‘Missing Information’.
    • Email the chaplain indicating that additional information is needed
    • The chaplain opens the application on myAMS, corrects it, and resubmits, at which point status becomes ‘Submitted’.
  • Otherwise, if the submitted information is sufficient, change status to ‘Awaiting Documents’
    • As items are received by postal mail, enter the date(s) received on the Application
  • If it’s a Deacon application for endorsement, enter the Priest Approver’s name
  • Chancery sends Nihil Obstat Requests by creating a new Letter Request
    • Manually edit the document, inserting appropriate recipient information, and save a copy of the printed letter.
    • Create an AMS Note on the application with a description saying that the Nihil Obstat ws sent
  • After receiving a response, scan and upload responses as attachments to the application (PDF format)
  • Chancery may enter additional confidential notes about the applicant using the ‘AMS Notes’ related list on the Individual’s record, by creating a note of record type ‘Chancery’ (for visibility by Chancery), ‘Performance’ (for visibility by Chancery only), or ‘Private’ (for visibility only by the author). NOTE: All notes are visible by the Vicar General and Archbishop.
  • Once all documents have been received:
    • If the person must meet with the Archbishop, change status to ‘Awaiting AMS Approval’
    • If not, skip to ‘Applicant Approval’ below

Meet with Archbishop

  • Chancery prints a dossier for the Archbishop by using ‘Create Dossier’ button on Application
  • A priest candidate for active duty meets with the Archbishop prior to endorsement
  • Chancery enters the meeting date on the Application
  • If desired, Chancery or the Archbishop enters notes about the outcome as an AMS Note related to the Application

Applicant Approval

  • Accept ownership of the application from the queue (either from the view of the queue, or on the Application itself by changing the ‘owner’ field), select ‘approve’ or ‘reject’, and enter a comment as needed. The CRM will record the date/time and user who approved/rejected the application.
  • Generate confirmation or rejection letter by [TO BE DETERMINED]
  • Upon receipt and review of these items, Chancery may approve the endorsement by opening the application again (typically either from the Chancery application queue, or by viewing the Applications related list on the individual’s record)

Send Endorsement

  • Generate a Statement of Ecclesiastical Endorsement (Form DD2088) by clicking ‘Create Letter’ on the Application record. After it has been printed and signed by AMS, scan and upload it to the application
  • [IN DEVELOPMENT] Generate endorsement letters to multiple recipients by clicking the appropriate button on the Application record
    • Cover letter to the Chief of Chaplains
    • Letter to Bishop/Archbishop or Superior
    • Letter to the Priest
  • [IN DEVELOPMENT] A copy of the endorsement and endorsement letters, dates generated, and sender are recorded in the CRM

After Acceptance into the Military

  • The individual submits a Chaplain Status Report to AMS indicating acceptance into the military
  • Upon endorsement, upgrade the individual’s portal access to ‘Chaplain’
    • This is done on the User record that is associated with the chaplain’s Individual record
    • This provides access to forms needed by priests, directories, announcements directed to chaplains from AMS, and more.
  • On the Individual record, change Record Type to ‘clergy’, check the ‘Is Clergy’ checkbox, and enter relevant dates in Ecclesiastical Details (e.g. Initial Endorsement Date)
  • Having an active assignment (i.e., not just an active endorsement) entered in the CRM will enable the chaplain to use the portal to submit sacramental records, and to review and approve roles on the installation’s Catholic Ministry Team.
    • Enter an assignment by viewing the chaplain’s record in the CRM, viewing the ‘Assignments’ related list, and adding a new assignment. Choose an Assignment at Installation ‘Endorsed (Awaiting Orders)’ if needed.
    • Alternately, a chaplain may enter an assignment on the portal using the ‘Update Assignment’ link

Send granting of faculties

  • [IN DEVELOPMENT] After commissioning or at another appropriate time, Chancery may generate a letter granting faculties by clicking the appropriate button on the application.
  • [IN DEVELOPMENT] A copy of the letter, date generated, and sender are recorded in the CRM

 

Ongoing Interaction with Chaplains

Chaplain Submits Quarterly Reports

  • Chaplains get multiple reminders of upcoming quarterly reports via email, and it is highlighted on the myAMS homepage as well
  • Chaplain completes the report on myAMS.
    • [IN DEVELOPMENT] For sacramental record counts and similar information, lists and reports are available on myAMS that the chaplain may use to view their submitted records.
    • If the proper quarterly report template is not available to a chaplain on myAMS, find the Individual’s record and create a new associated Quarterly Report with the proper record type
      • If they had already started the incorrect quarterly report, it would be nice to copy over the information from the partial report to the new one you’re creating.
      • If they had not started the incorrect quarterly report, find and delete it.
    • The status of quarterly reports may be viewed at any time:
      • In aggregate by a view [TO BE DETERMINED]
      • For an individual priest by viewing their record, and visiting the Quarterly Reports related list.
    • Individual quarterly reports may be viewed at any time by Chancery, Auxiliary Bishops. The Vicar General, and the Archbishop by viewing an individual’s record, or by selecting the appropriate view on the Quarterly Reports tab.
    • [IN DEVELOPMENT] A detailed report is generated for each bishop with responses from their respective chaplains

Chaplain submits requests and approvals – Sacramental Records, Letter of Good Standing, Celebret

  • On myAMS, the Chaplain may submit records of sacraments performed using the ‘Record a Sacrament’ link
  • A chaplain may submit requests to the Tribunal by using the Contact form on the portal
  • Applications to AMS that require chaplain review – e.g. EMHC, Catechist, Catholic Representative, Lay Leader – will show up on the chaplain’s myAMS home page
  • A chaplain may submit a Request for a Letter of Good Standing or a Celebret Request on the Resources page of myAMS.
    • This generates an email to Chancery, and is also visible in the Letter Requests tab using the ‘Chancery Queue’ view
    • Open and change status to ‘Approved’ or ‘Rejected’
    • If rejected, send an email to the priest
    • If approved, generate the letter or certificate by clicking the button on the individual record, mail it, and change status to ‘Sent’
  • The members of an installation’s Catholic Ministry Team are visible to the installation’s Chaplain and CPLC on the ‘My Installation’ page of myAMS.
    • If someone does not belong on the list, the chaplain should contact the Chancery (perhaps using the Contact AMS link on myAMS) to have the individual(s) removed from the list.
    • If a person should be added to the list, they should be directed to create a profile and submit an application on myAMS.
      • A CPLC could potentially submit an application using an individual’s email address, but in the process should show the individual how to login to myAMS for future interaction with AMS including alerts about certification expiration, important announcements, and more.
    • [Functionality is being developed to make it easier for a Chaplain and CPLC to provide additions and corrections to this list.]
  • A chaplain’s contact information, assignment, and rank may all be updated from the My Profile page on myAMS.

Track Chaplain Promotions and Transfers

  • AMS tracks each chaplain’s rank
    • The chaplain may update his rank at myAMS on the ‘My Profile’ page
    • AMS may update an individual’s rank using the Rank related list on the individual’s record in the CRM. Future ranks may be entered as well, so long as a date of rank advancement is known.
  • AMS tracks each chaplain’s assignments
    • The current installation is displayed on the chaplain’s record in the ‘Organization’ field. It is also listed on the Assignments related list as an assignment record with status ‘current’.
    • A chaplain may update a current, future, or past assignment on myAMS
    • Alternately, AMS may update the same by viewing the Assignments related list on the individual’s record in the CRM.
      • A future assignment will automatically become the current assignment when the start date is reached
    • A chaplain is prompted to confirm contact information with each quarterly report submission. Additionally, if a chaplain has not confirmed their contact information or over 4 months, they will receive a reminder upon portal login.

Provide Pastoral & Other Support Resources

  • On myAMS the Directories page has listings of personnel and installation chapels
  • The Resources page has links to decrees, news, and similar information

Host Bi-Annual Convocations

  • Each Convocation and chaplain retreat is setup as an event in the CRM
  • Convocation and other event attendance is visible on the chaplain’s record, in the Events related list

Other Ongoing Communication

  • Letters and calls should be entered as Activities on the chaplain’s record, in the Activities related list
    • IN DEVELOPMENT: Print a chaplain’s address on a single #10 or Monarch-sized envelope by clicking a button
  • An email to the chaplain can be linked with the chaplain’s record by bcc’ing Salesforce at (address TBD) or by sending the email from Salesforce and manually linking it to the proper record
  • Messages from the Vicar General, Chancellor, and others may be posted to the portal by Meg and/or sent using Campaign Monitor

Reports

Available as list views:

Available as reports:

  • List of clergy – filter by active/retired, service branch, and more

To Be Determined:

  • Do a print merge to envelopes for various groups of recipients
  • Print a chaplain profile
  • Print a dossier for the Archbishop
  • Print a report of ordination dates for active duty chaplains (ideally we’d replace this with automatic reminders in SF)
  • Print a report of all active duty chaplains (by diocese, by service branch)
  • Print a count of chaplains, by type (e.g. VA Chaplains, etc.)
  • List of chaplain deaths, by date range

Chaplain Separation from Service

  • For retirement:
    • Create an assignment on the Assignments related list on the chaplain’s record, at Installation ‘Retirement’, Service Status ‘Retired’ and the appropriate Sub-Type (likely ‘Military’)
      • Service Branch should remain as whatever branch of service they retired from (both on the Assignment and the Individual record)
        • This ensures their military title continues to be reflected on their salutation
      • Or a chaplain may enter it on myAMS
      • NOTE: if an Individual is ‘Recalled by Bishop‘ (i.e., effectively coming out of retirement) or any other assignment that effectively reverses their retirement status, then ‘Is Retired’ must be manually changed back to ‘No’ on the Individual record
    • On the chaplain’s Individual record:
      • ‘Is Retired’ should now say ‘yes’
      • Enter the ‘Retirement date’, if known
      • The chaplain’s salutation and title should update automatically after the changes are saved (unless ‘manual salutation and addressee’ is checked, as is the case for bishops)
      • Double-check the email address and change it so that the preferred address is no longer a military (.mil) address, if applicable
    • On the User record for the Individual, change the portal profile to ‘Retired Chaplain’ (and if the user email address was .mil, change both the user ID and the email address to match their civilian email address, and let them know)
    • Endorsement is NOT withdrawn
  • For a voluntary departure from the chaplaincy:
    • An assignment is created at Installation ‘Resignation’, with Service Branch ‘Civilian’, Service Type ‘Inactive’ and service sub-type ‘Resigned/Terminated’
    • Endorsement is withdrawn (see below)
  • For an involuntary departure from the chaplaincy:
    • An assignment is created at Installation ‘Endorsement Withdrawn’, with Service Branch ‘Civilian’, Service Type ‘Inactive’ and service sub-type ‘Terminated – See Notes’
    • Endorsement is withdrawn (see below)
  • When an endorsement is withdrawn or expires:
    • The status of the chaplain’s endorsement application is changed to ‘withdrawn’
    • The portal user profile must be manually changed to either ‘retired chaplain’ or ‘applicant’, as applicable
    • Endorsement dates on the Individual record should be updated as needed

Certification of EMHC’s, Lay Leaders, and Catholic Representatives

Individual submits online application

  • The interested individual should create a profile on the myAMS
  • Application may be submitted from the Home page on myAMS.
  • Chancery is notified when an application is submitted, and can open it from the link in the email, or by viewing the Applications tab and selecting the Chancery view
  • If the application is not ready for installation priest approval:
    • Change status to ‘Missing Information’
    • email the candidate informing them that they need to update their application
  • In the Application:
    • Assign the priest who will approve the application in the ‘Priest Approver’ field
      • This should be the senior chaplain at an installation
    • If an installation or unit name was entered manually, select the appropriate installation
      • Create a new installation or unit, if necessary
    • Change the application status to ‘Awaiting Priest Approval’
  • Email the priest to indicate their approval is needed
    • It’s available for them to view and approve on the portal

Installation Priest submits approval

  • On myAMS, the chaplain clicks ‘approve’ to approve the application
    • To reject an application, the chaplain should contact AMS, and AMS may mark it ‘Rejected’
  • Upon approval, the application shows up in the Chancery queue as ‘Information Confirmed’

Chancery reviews application

  • Open the application and
    • Change owner to your user name
    • Click ‘approve’ at the bottom
    • Change application status to ‘Approved’
    • Enter an expiration date (3 years)
  • On the Individual record
    • Enter ‘EMHC Certification Expires On’ date
    • Create an assignment with Service Type ‘Installation Appointment’ and Sub-Type ‘EMHC’, appropriate Service Branch, Service Status, (Installation Appointment) and Sub-Type (EMHC or other)
    • Send an email to the EMHC indicating the decision by going to Activity related list, clicking ‘Send an Email’, and enter the priest trainer’s name as a recipient, and send
  • For duplicate applications, go into the unnecessary application and do the following:
    • click ‘reject’ at the bottom and, on the next screen, add a comment about why it was rejected, and click the ‘reject’ button
    • mark the application status as ‘withdrawn’

Chancery Sends Certificate & Card

  • Chaplains and CPLC’s can find a link on the Resource page of myAMS where they can download an EMHC certificate (in PDF format), type in the installation name, print and manually sign

Ongoing interaction

  • Email, phone, address, and assignment updates may be made by the EMHC/LL/CR on myAMS, or manually by AMS staff
  • New EMHC/LL/CR applications may be submitted on myAMS
  • Bulk email may be sent to EMHC’s using the appropriate segment and template in Campaign Monitor

Recertification as needed

  • EMHC/LL/CR will receive email notices from AMS about any upcoming re-certification that is required, both 2 weeks in advance and on the expiration date, and expiration date is visible to them on myAMS as well
  • Expiration dates are also visible to chaplain and CPLC on myAMS, on the ‘My Installation’ page

Manage Installations

  • If an installation has multiple locations in different cities, each with their own Catholic community, it is tracked as two or more separate installations with the city in the name.
  • If an installation is transferred to the the National Guard, it is considered inactive for AMS’s purposes and its status should be changed to ‘inactive’