Sewer Back up Insurance

Residents who are actively experiencing a sewer back up and have walked in to pay the deductible.  Registered property OWNER must sign the Sewer repair agreement.

Systems Accessed

• Dynamics 365
• Low Tax
• enQuesta
• Sewer Repair Reimbursement Form

Process

DYNAMICS 365

• click on “311 Call Center”
• click on “Phone Calls”
• click on “Start Phone Call”
• In the pop up box click on “ok”
• In the contact field enter the Property address to locate the active customer file
• click on “Contact Details” and scroll until you locate the “sewer back up service form”
• click on the service form ID to view the details
• You should see notes from the original sewer back up call - and notes from the Sewer Team indicating that this account is eligible for Sewer Insurance:
  • NOTE: if the some reason there is no note indicating that the account is cleared for insurance STOP. Enter your own note in the service form indication that the “resident has arrived at the customer service office and there is no note from sewer insurance” Call 9244 to let the Sewer team know that the resident is in office to pay the deductible and there are no sewer insurance notes in the service form. They will verify the status with the field team “currently Barry or Kevin” whether or not we are starting the insurance process.
  • If the service form is noted to proceed with sewer insurance proceed to the next step.

LOWTAX

• Search to verify the property owner is the person present to complete the transaction.

ENQUESTA

• In enQuesta you will need to follow one of two steps.
  • If the property owner is also the active primary account holder add miscellaneous charges to the account
    • 1) Make sure you are on the sewer application. Click on the online posting icon located in the top right corner of enQuesta.
    • 2) Select #22 Miscellaneous Charges
    • 3) Make sure the application is set to 4- for sewer. Press enter through miscellaneous charge date and account number, these will populate automatically. Click on the magnifying glass and select #200 (Repair Deduct Initial Pay). Enter $100.00 for miscellaneous charge. Press enter through breakdown code and age. Then click submit.
    • 4) The charge will appear under the Billing Tab as a Misc Charge.
  • If the property owner is not the primary account holder - you will need to create an account in enQuesta specifically for sewer insurance charges
  • How to add Owner to Account for Sewer Loan when the account is in Tenant’s Name
  • Verify if the owner is already in enQuesta and get CIS number. If not in enQuesta, you will need to add the owner in step #4.
    • 1) Select active account for Tenant and click on the sewer application tab. Click on the wrench located in the top right-hand corner.
    • 2) Add workorder 102. Click submit.
    • 2) Press enter twice and a Please Note pop-up will appear, select yes.
    • 3) Enter through account number and select today’s date. Add note “Adding owner Account for Sewer Repair, your initials”.
    • 4) Under “New Account”- If you have the owner’s CIS number click on the magnifying glass to locate. If you do not have the CIS number. You will need to add the owner’s information and mailing address by clicking on the +.
    • 5) Once you have the owner’s name and mailing address populated, enter through the deposit section and click submit.
    • 6) Click enter twice on the Order system screen and select submit.
    • 7) Unselect all applications except sewer by clicking in the check boxes. Click submit.
    • 8) On the Order System screen press enter until you get to A/R Code, type in 2 and also the Bank Code, type in 2. Enter until you get to the last line that says Owner/Tenant info. See example below. Click submit.
    • 9) The Owner/Tenant screen will appear. Enter yes for all questions and click submit.
    • 10) The Order System screen will appear again, select submit.
    • 11) Refresh the page and you will see the workorder under the workflow tab. Click on the “See related accounts” icon located in the top right corner.
    • 12) You will see a sewer account in the owner’s name. Click on the name to get to the owner’s sewer repair account.
• Create a miscellaneous charge for the sewer insurance deductible
• Collect the $100 deductible and apply to the charge that you just created.

SEWER REPAIR AGREEMENT FORM

• Locate the “Sewer Repair Agreement” form
  • in the top left box add the billing address
  • the top right add the date and last for of SSN
  • add the borrowers name and the service address to the next line
  • In the bottom left add a reference person with their phone number (Not a spouse)
  • In the bottom right the Residents signature and telephone number
• Scan the completed form
• scan and email the signed and completed sewer insurance for to “Sewer Insurance Agreement Group”
• File the completed form in the RDS office filing cabinet.

Additional Phone Numbers (if applicable)

Extn: 9244

Municipal Code (if applicable)

n/a