Record a removal

Use Removals for a collection happening now. For a past movement or another kind of transfer, use Chain of custody.

Claim the collection

Open Removals.
Find the case by name or case number.
Select I'm collecting this.

Your dispatch appears in the list of people out. Use Hand this back if you are no longer collecting it. Staff with appropriate access can Release a dispatch that will not be completed.

Record the collection

Select the correct case.
Add any relevant notes.
Select Record the removal.
Check the saved or waiting-to-send result.

This records transfer into the firm's care at the current time. The device may attach a location if it can obtain one. Add further care details on the case.

With no connection

A removal can remain on the device waiting to send. It has not reached the shared record until sending succeeds. Reconnect and use Send now if needed, then check the custody history.

Do not clear browser data or discard the queued entry while it is still needed. See Connection problems and offline work.

The separate field app also provides removal capture and an outbox.

Offer a removal from the office

Staff with dispatch management permission see Dispatch beside the removal form on a wide screen, and above it on a narrow one. Unclaimed removals appear even if no one has received an offer yet. Select a name in Dispatch to open that case in the removal form; selecting it records nothing.

Select Ask the next crew to send an offer to the next eligible person on the on-call rota. To choose someone directly, select their name under Ask someone else and select Ask.

An offer marked Awaiting reply does not assign a crew. Review the reply or expiry before deciding what to do next. For manual dispatch, Ask the next crew moves past people already asked after a refusal or expiry. The office chooses when to make the next offer. If no eligible staff remain, contact a crew member directly.

Use Withdraw to cancel an unanswered offer. Offer events appear in the notification bell; open Removals to review the current state. Reload the board after changes made by other staff. If recent offers cannot be loaded or the list is truncated, check coverage before relying on the displayed history.

For a worked example with screenshots, see Workflow example.

Automatic offers and journey updates

Automatic dispatch is available only to firms in the pilot. Where Automate appears, select it to ask the next eligible person on the rota and start automatic escalation. Check the result: if no eligible crew remain, contact a crew member directly.

Use Stop automating to stop automatic dispatch and cancel queued escalation for that removal. Arrange coverage manually if escalation stops, runs out of eligible crew or fails. If the automatic status cannot be loaded, treat the removal as needing a person until it can be checked. An unanswered offer does not establish that a crew has accepted.

The tracking board separates a selected journey, shared tracking access and recorded arrival. Check the correct case and crew before using its available controls. An unavailable map or location feed does not establish where the vehicle is; contact the crew through the firm's normal channel. Protect any tracking link and withdraw it when no longer needed.