Appeals

Learn how to configure and manage an Appeals process in Enroll.

An appeals process is available for organizations who offer a formal process for families to dispute or provide additional information regarding application eligibility, waitlist placement, or an auto-decline action.

What's included in this article?

• Enabling Appeals
• Configuring the Appeals Form
• Customizing Appeals Email/Text Templates
• Family Experience Completing the Appeals Form
• Managing the Appeals Process

Enabling Appeals

To enable an Appeals form process, follow the steps below:

1. Navigate to Settings > Applications
2. Check ON: Enable Appeals

Configuring the Appeals Form

To configure an Appeals form process, follow the steps below:

1. Navigate to Settings > Forms > Appeals

2. Use the + button to add an Appeal Form and complete the fields to match your process needs:

• Form name
• Number of appeal attempts guardians are given
• Date when the opportunity to appeal is closed/expired
• Programs and Grades using the appeals process
• Type of Appeal (trigger for the appeal form to be available for families)

3. After Saving your Appeal Form settings, click Manage Fields to add fields to capture information families must provide for the appeal process.

4. Navigate to the application form process that will use this Appeal form and click Edit. Once the Enable Appeals setting is selected, use the dropdown menu to select your Appeal form, and Save.

Customizing Email/Text Templates for Appeals

The system will auto-send email/text communications to families at each stage of the appeals process. Click into each email template to customize per your appeals process:

• Appeal Received
• Appeal Approved
• Appeal Denied

Family Experience Completing the Appeals Form

When the condition is met that allows a family to appeal a decision/action, the guardian dashboard will display an Appeal button for an individual application.

• Example: Applications that are marked as Ineligible can be appealed.

Guardians complete fields on the custom appeal form and Submit.

The Guardian Dashboard displays the status of the Appeal (Pending, Approved, Denied).

Managing the Appeals Process

From within the Applications module, use the Quick Filters of "Appeal" and "Appeal Status" to display applications that have submitted an appeal.

Within each appeal application, an orange pill displays the status of the appeal. 

• When the orange alert is in the Application Status area, the appeal was triggered by the application status being set to ineligible.
• When the orange alert is in the Lottery Status area, the appeal was triggered by either the application being placed on a waitlist or by an auto-decline of the application.

Appeal form information provided by the family (i.e. reason for the appeal, supporting documentation, etc.) is located at the bottom of the application screen.

Make a determination (Approved, Denied, Pending) on the appeal per your process criteria and Save.