Coordinate public-service lines

Give the waiting room a clear next step

A queue helps staff coordinate who is waiting for attention. It does not decide eligibility, verify documents or approve a case. Keep that boundary clear whether your office handles permits, registration or another public service. Claari's pilot supports the arrival-to-call sequence while your agency's staff and systems retain their existing responsibilities.

Agree the opening routine

The supervisor should name the person opening the lines and the person who will handle exceptions. Decide which services are accepting arrivals today and what the reception team should say when a requested service is unavailable. Use the agency's established process for appointments, accommodations and priority decisions; this guide does not create a new entitlement or policy.

Set up clear service names and the location's staff access. From Locations, get the join link and QR code, and confirm they are reachable on a visitor's phone before printing signs. Test the staff call and private ticket together. If you use a lobby display, check the ticket numbers and physical signage before the doors open. Retain a reception point for people who need assistance.

Receive and direct each visitor

Ask which service the person needs using the agency's normal reception questions. A visitor can scan the QR code and join without an app or account. Staff can also add someone who cannot use a phone. Explain where to wait, how to follow the private ticket and who to ask if the page will not open. Do not promise an appointment time or a guaranteed wait.

Keep identification numbers, document images, medical information and case notes in the authorized agency system. The queue is for coordinating attention. Use ticket numbers when speaking across the waiting room and on the lobby screen, rather than reading personal information aloud.

When an authorized staff member is ready, use Call next and direct the person to the right desk. Check physical signs and spoken directions rather than assuming a screen alone is sufficient. The receiving officer follows the existing document, eligibility and case procedure. If another department is needed, explain the handoff and confirm who owns the next step through your established process. Do not assume a queue change transferred a case file. The receiving officer records the disposition and any missing items in the case system, names the next owner and gives the visitor the approved follow-up instructions. A supervisor owns unresolved referrals at closeout. Those case records, rather than a finished queue ticket, show what remains to be done.

Resolve exceptions and finish the day

If someone misses a call, check with reception before applying the office's agreed no-show practice. If a visitor needs an accommodation or disputes their place, refer them to the responsible staff member. Keep an assisted and manual calling path available when a phone, network or display cannot be used. Email depends on configuration and actual delivery outcomes; SMS is outside this pilot. If the join result is uncertain, reception checks the original visit before adding the visitor again. Reconcile any manual list when access returns; automatic offline synchronization is not promised.

Keep the visit's state aligned with attention actually given. Finishing a queue visit does not approve an application, issue a license or resolve a case. Record that separate outcome in the agency's existing system.

Before closing, reconcile people still waiting, explain the next step and name the owner of unresolved work. Review unclear signs or repeated questions with staff. Any observed wait or interruption counts are local measurements to collect, not service standards or improvements Claari has demonstrated. For example, choose one morning's opening hours and count interruptions as staff stopping another task to answer a queue-status question. Record that definition with the observation rather than claiming a general result.

Next step: Contact the team to discuss a bounded pilot and your office's requirements before using it with the public. The staff console currently remains in English.