Incoming mail passes from the counter to the person who acts on it
Who is involved
| Role | What they do |
|---|---|
| Mailroom clerk | Registers the letter at the counter and routes it. |
| Correspondence officer | Confirms receipt, works the letter and forwards it where needed. |
| Department head | Receives the forwarded letter and completes the work. |
Step by step
- Mailroom clerk
Registers the incoming letter, counts the enclosures, then routes it to the officer for action.
What they see:A reference number such as INB-2026-00035 and the state Awaiting receipt confirmation.
- Correspondence officer
Finds the letter in their work queue and confirms receipt.
What they see:The state becomes Under review and the letter is no longer locked.
- Correspondence officer
Marks the routing as received.
What they see:The routing line shows Received.
- Correspondence officer
Forwards the letter to the department head.
What they see:The officer's line closes as Completed and a new line opens for the head.
- Department head
Receives the forwarded letter, then marks the work complete.
What they see:The full chain of hand-overs on the Routing tab.
Who is told what
The person routed to is alerted at each hand-over. If the letter sits unconfirmed for more than a day, its holder gets a reminder once a day.