Lesson plan

Local government services with Moraph

Use Moraph's state and local government products for resident requests, meetings, records, grants, appeals, utilities, fleet, elections, evidence, homelessness services and disaster logistics, with the right person making each decision.

Back to the course

Product: 311 Omni-Channel Citizen Intake
Level: Practitioner
For: Users, Administrators
Total time: 2 hr 51 min
Lessons: 14 in 3 modules
Assessments: 4

Course objectives

Take, route, work and close a resident request in 311 Omni-Channel Citizen Intake, and explain how duplicates and routing rules work
Take an agenda item from department draft to published agenda, recorded vote and approved minutes in the Legislative Management Suite
Issue certified vital records under eligibility rules, decide held requests and reconcile security paper in Vital Records Digitization & Fraud Guard
Manage a grant from opportunity to closeout, and handle assessment appeals, utility bill runs and fleet maintenance with the right approvals
Staff an election workforce, protect digital evidence and homeless clients' information, and coordinate disaster logistics under ICS
Tell which decisions each product records for you and which stay with your clerk, counsel, registrar, board, privacy officer or incident command

Before the course

You can sign in to Moraph and open products in Moraph Apps (see Moraph foundations)
You work in, or support, a city, county or state agency that uses one or more of these products
You know your own jurisdiction's policies and procedures for the areas you work in

Module 1: Residents, meetings and records (44 min)

Lesson	Type and time	Learners will be able to	Activity and assessment
Routing resident requests with 311	Reading 12 min	Describe the four 311 workflows, from intake to closing the loop with the resident Take a phone request that checks for duplicates and captures a valid location Explain how routing rules and work order handoff send a request to the right crew Recognize what 311 does not do, such as emergency dispatch	Reading
Agendas, meetings and minutes	Reading 12 min	Follow an agenda item from department draft through review to the clerk's queue Build and publish an agenda against the posting deadline, and correct it with a revision Record roll call, motions, votes and recusals, and take minutes to approval Explain which decisions stay with your clerk and attorney	Reading
Vital records and certificate fraud	Reading 12 min	Take a certificate request through identity, eligibility and record search to issuance Decide a request held by a fraud indicator, with a recorded reason Account for every sheet of security paper and reconcile at the end of the day Explain how digitization batches and second-pass review protect the archive	Reading
Module 1 knowledge check	Assessment 8 min	Check your understanding of 311 intake, the legislative record and vital records issuance Apply the procedures to realistic situations	5 questions · pass mark 70% · unlimited attempts

Module 2: Funding, revenue and public assets (46 min)

Lesson	Type and time	Learners will be able to	Activity and assessment
Managing grants from opportunity to closeout	Reading 13 min	Describe how an opportunity becomes an application, an award and a closed grant Review flagged costs against an award's terms and record a decision Prepare a report or drawdown for approval and record the agency's confirmation Explain what The Grant Factory does not do, such as submit or move funds	Reading
Assessment appeals and utility billing	Reading 14 min	Take a property tax appeal from filing to a signed decision, including stipulations and conflicts Work read exceptions and held bills before a utility bill run is approved Put a newly adopted rate into effect without editing the current version Explain why neither product sets values or rates	Reading
Fleet and asset monitoring	Reading 11 min	Turn fault codes and service intervals into the right work orders Review a fuel exception and record its outcome Configure and protect the public Proof of Service map Explain who may see vehicle location data, and why	Reading
Module 2 knowledge check	Assessment 8 min	Check your understanding of grants, appeals, utility billing and fleet monitoring Judge which decisions the products support and which stay with your staff and officials	5 questions · pass mark 70% · unlimited attempts

Module 3: Elections, public safety and emergencies (1 hr 21 min)

Lesson	Type and time	Learners will be able to	Activity and assessment
Staffing an election	Reading 12 min	Take an applicant from application to the worker pool under your eligibility rules Assign trained workers to locations while keeping party balance and language coverage Replace a dropout and confirm hours for payroll Explain why the portal never handles ballots, voters or pay itself	Reading
Digital evidence and homelessness services data	Reading 14 min	Tag, share and release digital evidence with an intact chain of custody and two-person approvals Review redaction proposals and explain why a person must check every release Record and revoke a client's consent to share in the HMIS Wrapper Explain the boundary that keeps public safety partners out of client records	Reading
Coordinating a disaster response	Reading 12 min	Activate an incident with ICS positions, sites and an operational period Take a resource request from submission through approval, sourcing and confirmed delivery Report shelter status with counts only, and check in volunteers against credentials Prepare cost documentation for after-action review and FEMA Public Assistance	Reading
Practical: plan a storm response	Practical exercise 15 min	Decide which product, record and role handles each part of a local emergency Apply approval limits, receipt confirmation and privacy rules to a realistic scenario	Practical exercise with a checklist
Module 3 knowledge check	Assessment 8 min	Check your understanding of election staffing, digital evidence, homelessness data and disaster logistics Apply two-person rules and privacy boundaries to realistic situations	5 questions · pass mark 70% · unlimited attempts
Final assessment	Assessment 20 min	Show you can apply what you learned across all eleven products Judge which decisions each product supports and which stay with your officials and staff	12 of 18 questions · pass mark 80% · 3 attempts

Completing the course

Every lesson must be completed: reading lessons are marked complete by the learner, exercises when every checklist item is confirmed, and assessments only when passed. Completing the course issues a certificate of completion with a verification code.