At the end of every client's service, they are expected to receive a Deinstall service. This ensures that we report to the Monitoring Authority that the client has ended their program. This also puts the account in a Deinstalled status.
Common Terminology
Final Download - A service where a client goes to the Service Center for a download that will send an accumulated report of past downloads to their Monitoring Authority and our reporting department to review to determine if the client can or cannot remove their interlock device. Always review this section when reviewing the De-install section.
End of Program – This is the date that the client’s program ends, this date is determined/issued by the monitoring authority.
Early Termination - A fee that a client is charged when they terminate their contract earlier than their program end date set by the Monitoring Authority. Always review this section when reviewing the De-install section.
Deinstall- A service that removes the device from the client's vehicle. Once this service is running a report is sent over to CRT and forwarded to the Monitoring Authority. This is the end of the client's communication with us typically. Anything further that is required of the client will be coming directly from the Monitoring Authority.
Having a conversation with the client
Before you think about what questions to ask the client you need to understand where the client may be in the process. You won't always talk to a client who is just starting to inquire about their Deinstall. Before you ask questions understand the information that the client may be giving you.
Keywords or phrases may include the following:
" I have received my Final download appointment.."
"I received a letter in the mail from..."
"My x amount of days on the program are complete..."
" I received a letter from the DMV saying my compliance report was accepted.."
"My probation office told me to call you guys since I have finished my program..."
By listening to the client's keywords, you can get an idea of what you need to ask. For example, if the client states that he has already received a final download you wouldn't ask him again. Though the Final download may be a part of the process, he is past this stage. We should be giving him the next steps in the process.
Another factor that should be considered is the actual entity that approves the Removal. Earlier in the video we covered approvals for the Deinstall. Not every state requires approval. For those that do this, it can be our CRT department or the client's Monitoring Authority that provides this approval. What is important is when to expect this approval and how to get it.
All these different parts make up the Deinstall process. Remember to read the SOP thoroughly, listen to the keywords, and understand where the client is in their process.
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