Minnesota Corrections
Install/Removal/Service Request Procedure
1. General Information:
o
Requested work will be completed in 24 hrs or as scheduled by Agent. Any work requested
after 4:00 pm Central Time will be considered next day’s work.
o
When a completed Offender Form is received, BI Dispatch will contact the installer that is
available in the geographic area. Agents should communicate primarily through BI Dispatch,
and direct communication between Agents and installers will be infrequent.
o
Dispatch will verify the Offender’s phone line is operational. If there are phone features or
incorrect/disconnected phone numbers, the form will be returned to the Agent requesting
additional information and/or action by the Agent.
o
An Offender change of address can be completed in two ways:

The Agent can update the Offender address/phone# in TotalAccess and advise them to
take their equipment to the new location. If the Offender is to move their own
equipment, it is not necessary to dispatch a BI Installer.

The Agent can update the Offender address’ phone@ in TotalAccess and complete the
Minnesota Corrections Online Offender form to request a BI Installer move the
Offender’s equipment.
o
Do NOT give BI phone numbers to Offenders or their family members.
o
Questions? The Dispatch team is available to assist – 800-358-0478.
o
Installer issues? Call Beth Miller, Manager of Installer Services @ 877-296-2905. If an
emergency, please call Beth’s cell number @ 863-559-3523.
2. Prior to Requesting Services:
o
Confirm Offender’s correct address and phone numbers.
o
Ensure the Offender does not have telephone features or privacy manager on that could impede
the operation of monitoring equipment or inbound phone calls from BI’s Monitoring Center.
o
If the Offender does not have a landline and cell service is not available/consistent in the area, a
landline installation may be requested. Landlines should be ordered at least two weeks prior to
the Offender’s EM start date.
o
Ensure the information you submit on the Offender Form is accurate, i.e. address and telephone
number.
o
Tell the Offender to answer their phone. An installer will be calling to coordinate a time to meet
at the office or home for installation if applicable. If an installer is conducting the service in a
residence, tell the Offender to stay home until the installer arrives.
o
Ensure the Offender understands their curfew schedule and where they are permitted to go.
The installer cannot answer questions about their schedule or the range of their equipment.
2/17/16
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3. Minnesota Corrections Online Client Form
The Client Form has been updated, and is interactive based on Agent entry. Selecting certain
options in the form will determine what information is required further down the form. Use the
Comment section at the bottom of the form for specifics relative to the requested action or to
emphasize important information.
Agents are encouraged to enter their email address in the “Officer Email” field on the form. A
completed form will be emailed to the Dispatch helpdesk and the officer. This is your record that
the form was submitted and rec’d by the Dispatch helpdesk.
o
Installations:
1. Agent – Enroll the Offender in TotalAccess.
2. Agent – Complete the Minnesota Corrections Online Offender Form to request an Install.
NOTE: Be very clear where the installation is to occur.
3. BI - Once dispatched, the installer will call the Offender to set an appointment and
coordinate the installation time. This will not be necessary for prison or jail installs.
a. The installer will contact dispatch to report the appointment time and any other
appropriate information.
b. The Agent will be made aware of any problems or delays with requested work.
4. BI - Dispatch will follow up until the installation is completed. The Agent will receive an
automated email from TotalAccess indicating Installation Successful when the install is
complete.
o
Removals (De-installations):
1. Agent – Complete the Minnesota Corrections Online Offender Form to request a
Removal.
NOTE: If the equipment has already been returned to a field office or other location,
please note that information in the comments section of the request form
2. Agent – Inactivate the Offender in TotalAccess setting the effective date on the
appropriate day.
NOTE: Billing for the Offender will stop on the date the Offender is inactivated in
TotalAcess.
3. BI - BI will dispatch an installer to remove/retrieve the equipment.
4. BI - Dispatch will follow up until the removal is completed. If BI has difficulty retrieving the
equipment, dispatch will request assistance from the Agent.
o
Service Calls:
1. Agent - Complete the Minnesota Corrections Online Offender Form to request a Service
Call.
2. BI - Dispatch will attempt to troubleshoot the problem over the telephone with the
Offender, if applicable. If it can’t be resolved over the phone, Dispatch will send an
installer to service the equipment.
3. BI – If there are obstacles, Dispatch will continue to follow up until the service is
completed.
2/8/16
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