User Guide: Application Intake & Initial Review

Last updated: January 15, 2026

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Overview

This guide covers the application intake process for LP Techs (Licensed Professional Technicians) and intake staff. When citizens submit permit applications, they enter your queue for initial review. Your role is to verify completeness, validate requirements, and either accept the application for further review or return it to the applicant.

Your Role in the Process

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Accessing the Application Queue

Navigation

1. Log in to Entity Manager
2. Navigate to the Permits or Applications entity
3. Select the Intake Queue view (or equivalent dashboard view)

Queue Views

Your intake queue may be filtered by:

Queue Columns

Typical queue information includes:

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Initial Review Checklist

When reviewing an application, verify the following:

1. Applicant Information

2. Property Information

3. Licensed Professional (If Required)

4. Project Details

5. Required Documents

6. Filing Fee

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Application Acceptance Review Task

System Note: Application acceptance is managed through a Review Task record linked to the parent permit.

Application Acceptance Statuses

Setting Acceptance Status

1. Open the Application Acceptance Review Task for the permit
2. Complete your review using the checklist above
3. Select the appropriate status:
   • If complete → Set to "Accepted" (or appropriate accepted status)
   • If incomplete → Keep status and request more information (see Returning section)
4. Save the Review Task
5. Status automatically syncs to the parent permit record

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Accepting an Application

When to Accept

Accept the application when:

• All required information is complete
• All required documents are uploaded and legible
• Licensed professional (if required) is verified
• Filing fee is paid
• Property is valid and zoning allows the permit type

Acceptance Workflow

1. Open the application record
2. Complete your review checklist
3. Open the Application Acceptance Review Task
4. Set status to "Accepted" (or appropriate variant)
5. Add any internal notes for downstream reviewers
6. Save the record

What Happens After Acceptance

Acceptance Notice

The applicant receives notification including:

• Confirmation that their application was accepted
• Next steps in the process
• Estimated review timeline (if configured)
• Contact information for questions

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Returning an Application

When to Return

Return the application when:

• Required information is missing or incomplete
• Required documents are missing or illegible
• Professional license is missing, expired, or wrong type
• Filing fee was not paid
• Property cannot be validated
• Wrong permit type selected

Return Reasons

Document the specific reason(s) for return:

Return Workflow

1. Open the application record
2. Document the issue(s) in your review notes
3. Click "Return Application" or update status to "Returned"
4. Enter clear, actionable return reason(s)
   • Be specific about what needs to be corrected
   • Provide guidance on how to fix the issue
5. Save/submit the return action

Return Communication

The applicant receives notification including:

• Notification that their application was returned
• Specific reason(s) for return
• Instructions on how to address the issues
• How to resubmit (if applicable)

Return Message Best Practices

Good Return Message:

"Your application has been returned because the site plan is missing. Please upload a site plan showing the property boundaries, building footprint, setbacks from property lines, and driveway location. Once uploaded, please resubmit your application."

Poor Return Message:

"Documents missing."

Be specific, actionable, and professional in all return communications.

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Requesting Additional Information

When to Request (vs. Return)

Request Workflow

1. Open the application record
2. Add a comment or note requesting the specific information
3. Set status to "Additional Information Requested" (or similar)
4. Save the record
5. Applicant receives notification with your request

After Applicant Responds

When the applicant provides requested information:

1. You receive notification of their response
2. Review the updated application/documents
3. If satisfactory → Accept the application
4. If still incomplete → Return or request again with clarification

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Completeness Verification Details

Document Quality Standards

When reviewing uploaded documents:

Professional License Verification

To verify a professional license:

1. Check the license status in the system shows "Active" or "Approved"
2. Verify the license type matches permit requirements
3. Confirm expiration date is in the future
4. Note: Staff can also verify licenses against external licensing boards if needed

Fee Verification

To verify filing fee payment:

1. Check payment status on the application record
2. Verify payment amount matches calculated fee
3. Confirm payment has cleared (not pending/failed)

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Managing Your Queue

Prioritization

Consider prioritizing applications by:

Status Management

Keep your queue organized by:

• Updating status as you work through applications
• Adding notes about partial reviews
• Using "In Progress" status for applications you're actively reviewing
• Clearing completed items from your queue

Workload Tracking

Your dashboard may show:

• Applications pending review
• Average review time
• Applications accepted/returned today
• Aging applications (over X days pending)

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Troubleshooting

Common Issues

Q: Property address not found in system. A: The property may need to be added to the property database. Contact your supervisor or the data management team.

Q: Professional license shows as "Pending" but applicant says it's approved. A: License approval may be in queue. Check with the license review team, or verify directly with the licensing board.

Q: Payment shows "Pending" not "Completed." A: Payment may still be processing (especially e-checks). Wait 24-48 hours or contact the applicant about their payment method.

Q: I can't access the Review Task. A: Check your permissions. You may need to be assigned to the Application Acceptance review type.

Q: Applicant disputes my return decision. A: Document your reasoning clearly. If they provide additional context, review again. Escalate to your supervisor if needed.

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Best Practices

Efficiency Tips

1. Use the checklist - Review systematically to avoid missing items
2. Open documents first - Check documents before reading all form fields
3. Note issues as you go - Don't wait until the end to document problems
4. Batch similar permits - Process similar permit types together for consistency

Communication Tips

1. Be specific - Clear, actionable feedback saves everyone time
2. Be professional - Even when returning, maintain courteous tone
3. Provide guidance - Help applicants understand how to correct issues
4. Document everything - Notes help other staff and create audit trail

Quality Tips

1. Verify, don't assume - Check documents actually contain what's claimed
2. Double-check licenses - License issues cause significant delays downstream
3. Review the whole application - Don't return after finding the first issue; note all issues at once
4. Know your permit types - Understand requirements for each type you review

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Related Guides

• Review Tasks & Department Routing - After you accept, how Review Tasks work
• Department Manager Dashboard - Dashboard views and management
• Automated Reminders - Setting up reminders for pending applications

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Reference: Status Workflow

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For questions about intake procedures or edge cases, contact your supervisor or the Permitting Support team.