Frequently Asked Questions

Staff
Cases
Timesheet
Reports

Dashboard

How do I apply for a job?

To apply for a job, follow the steps below:

Scroll down to the footer section of any page and click on the 'Application' link
On the sign-up page, enter your information and click 'Create' to receive email instructions for next steps
Follow the instructions in your email to validate your account
On the validation page, click the 'Proceed to the Login Form' link and sign into your account
After signing into your account, upload all the employment documents based on the instructions provided to you by HR

How do I complete a background check?

To complete a background check, perform the following steps:

On the top right corner, click your profile and go to 'Account'
Scroll down to the 'Employee Files' panel and click 'Background Check Form'
Fill out the form and click 'Download and Sign'
After downloading and signing the background check form, upload the signed form to the Employee File section called: 'DCS Registry Background Check'
The background check will now be shown in the 'DCS Registry Background Check' section

How do I upload a file to my profile?

To upload a file to your profile, log into your account and perform the following steps:

At the top right corner of any page, click your profile and select 'Account'
Under the Employee Files section, scroll down to the specific type of file you wish to upload e.g. Resume, etc., and click 'Upload File'
Click on the 'Select files to upload' button
From the displayed dialog, find the file you wish to upload and click 'Open', which will initiate the upload of the file
The uploaded file name will be displayed as a link under the document column. To view the file, click the file name

How do I change my password as a user?

If you have forgotten your password and wish to reset it, kindly follow the steps on the 'How do I reset my password?' section. However, if you are already logged in and wish to change your password as a user, perform the following steps:

In the top right corner, click your profile and go to settings
Once you get to your profile, click 'Edit'
Under password click 'Change Password'
To update your password, type in your existing (current) password, and underneath it, provide the new password you wish to use
Click 'Update Password' to save your new password
You should now be able to log in using your new password.

How do I reset my password?

If you have forgotten your password and wish to reset it, perform the following steps:

Open the login form and select 'Forgot Password?' at the bottom of the form
On the next page, enter the username, i.e. the username you use to log into the system
Click the 'Send Email' button, which will cause the system to send you an email with next steps
Follow the steps in the email to reset your password. If you cannot find the email, please check your 'Spam' folder.

How do I change another user's password as manager?

To change another user's password, perform the following steps:

Log in as a manager
At the top of the page, click 'Staff'
Find the desired staff in the staff listing and select their username
On the employee page, find the 'Employee Information' panel and click 'Change Password'
Enter the new, desired password as both the existing and new password
Click 'Update Password' to save the new password
The employee should now be able to log in using this new password

How do I change the level of a staff?

To change the level of a staff, perform the following steps:

Log in as a manager
At the top of the page, click 'Staff'
Find the desired staff in the staff listing and select their username
On the employee page, find the 'Employee Information' panel and click 'Edit'
Still on the Employee Information panel, go down to the 'User Level' and select the new desired level to assign
After updating the user's level click 'Save'
The new level will reflect the next time the staff logs in. If the user is already logged in, kindly ask the user to log out and log back into their account

How do I mark a staff as terminated?

To mark a staff as terminated, perform the following steps:

Log in as a manager
At the top of the page, click 'Staff'
Find the desired staff in the staff listing and select their username
On the employee page, find the 'Employee Information' panel and click 'Update Employment Status'
Confirm that you wish to terminate the employee by clicking 'Proceed' on the warning dialog
Fill out the displayed Employee Termination Form and click 'Save'
If termination is successful, the employment status for the staff will be shown as 'terminated' and they will no longer have login access to the platform

How do I re-hire a terminated employee?

To rehire a terminated employee, perform the following steps:

Log in as a manager
At the top of the page, click 'Staff'
On the right click 'Select an Option', then 'Terminated Staff'
Find the desired staff in the staff listing and select their username
On the employee page, find the 'Employee Information' panel and click 'Update Employment Status'
Confirm that you wish to activate the employee's account by clicking 'Proceed' on the warning dialog
If re-activation is successful, the employment status for the staff will be shown as 'active', which will also allow the staff to log in

How do I block a user's access to the platform?

To block a user's access, perform the following steps:

Log in as a manager
At the top of the page, click 'Staff'
On the top-right of the page click 'Select an Option', then 'Access'
Find the desired staff in the staff listing and select the green, open padlock icon at the end of the user's row of interest
After receiving a confirmation popup, click 'proceed' to block their login access
If done correctly, the user will no longer be able to login to the platform
Note: Blocking a user from the platform is NOT the same as terminating a staff member. The action only prevents them from logging into the system.

How do I create a Weekly Progress Report?

On this system weekly progress reports are sometimes referred to as 'Session Notes', 'Weekly Reports' or 'WPR' to be consistent with the other programs. To create a WPR, perform the following steps:

At the top of the page, click 'Cases'
Find the desired case from the list of cases and select the corresponding 'Auth Number' button for the case

Note: If this is your first weekly report, you will be required to perform the following pre-weekly-report tasks:
Create a 'Communication Log' indicating the first successful contact with the client. Be sure to check the 'First Successful Contact' checkbox on the communication log
Under the 'Case Files' section, accessible by clicking 'Case Information' at the second-level top menu, upload Intake documents for the case. Be sure to select 'Intake' from the drop down menu of the file upload dialog, otherwise, the system will be unable to recognize the uploaded file as an Intake document
Under the 'Case Information' click the edit 'pencil icon' button and enter the Intake date

After the pre-weekly-report steps are completed you may create the weekly report as follows:
On the second-level top menu click 'Weekly Reports'
On the right section of the WPR panel header, click 'New Report'
Fill out the weekly report and click 'Save'. Note that you can keep making changes to the report until the report is submitted for review
The weekly report will now be listed as one of the weekly reports for the client

How do I submit a Weekly Progress Report for review?

To submit a Weekly Report for review, perform the following steps:

At the top of the page, click 'Cases'
Find the desired case from the list of cases and select the corresponding 'Auth Number' button for the case
On the second-level top menu click 'Weekly Reports'
Select the Weekly Report you want to submit for review, which will open and display the content of the report for review
Confirm that all the sections of the report have been completely filled out to prevent a report rejection by your Note Supervisor. You may also want generate the 'pdf' version of the report to make sure all your data are displayed on the weekly progress report form as you had intended
At the top right section of the form click 'Submit for Review'
On the confirmation dialog, click 'continue' to submit the report for review. Note: Once the report has been submitted for review, you cannot make any more changes to the report. The only way to make a change after the report has been submitted for review is to ask your supervisor to move the note back to the draft stage for you to revise and resubmit.
If submission is successful, the background color of the session note will change from pink to yellow, and after the note has been approved, the background color will change to green. Rejected notes have a background color of red.

How do I upload case files to a case?

To upload case files to a case, perform the following steps:

At the top of the page, click 'Cases'. If you are not a manager and the case is assigned to you click 'Home' from the top menu
Find the desired case from the list of cases and select the 'Auth Number' button under the 'Auth Number' column
Find the 'Case Files' panel and click the 'add' icon shown as: '+'
Select the document type you wish to upload from the drop-down menu and click the 'Choose File' button
Locate the document you wish to upload and click 'Open' to initiate the file upload
After the upload is completed, the uploaded file will be displayed under the 'Case Files' section
Note: File names under the Case Files section need to be unique.

How do I create a new case?

To create a new case, perform the following steps:

Log in as a manager
At the top of the page, click 'Cases'
On the top-right of the page click 'Select an Option', then 'New Case'
Fill out the New Case form and click 'Save'
If the case is successfully created, the case will be shown under the list of cases

How do I close a case?

To close a case, perform the following steps:

Log in as a manager
At the top of the page, click 'Cases'
Look for the desired case on the list of cases and under the 'Status' column of that case, click the link titled: 'Active'
Fill out the Closure dialog and click 'Close Case'
If the case has been successfully closed, you will no longer find it under the list of active cases. The only way to find the now closed case is to go to 'Select and Option' and select the 'Closed Cases' option

Note: Make sure you have already uploaded the necessary case files before attempting to close the case, otherwise, an error message will be displayed. The required actions to close a case are as follows:
Upload the Closure Form (Discharge Summary) for this case to the Case Files section of the client's account
Under the Case Files section, upload an image screenshot of Guardian showing that the Communication Log has been uploaded to Guardian
Under the Case Files section, upload an image screenshot of Guardian showing that the Discharge-Summary has been uploaded to Guardian

How do I assign a case to a staff?

To assign a case to a staff, perform the following steps:

Log in as a manager
At the top of the page, click 'Cases'
On the top-right section of the page click 'Select an Option', then 'assign/unassign'
Under the Assign column for the desired case, Click the '+' sign
From the displayed dialog select a staff member to assign the case to them
After a case is assigned to an employee, the case will be listed on the employee's home page, which can be accessed by clicking 'Home' from the top-menu

How do I re-assign a case to another manager?

By default, the person who created a case in the system is considered the manager for the case. To re-assign the case to another manager, perform the following steps:

Log in as a manager
At the top of the page, click 'Cases'
Look for the case in the list and select the corresponding 'Auth Number' button for the case
Go to the second top-menu and click 'Managers'
Find the 'Program Coordinator' panel and click the Edit button (pencil icon), then 'assign'
Select the manager you want to reassign the case to
If the case has been successfully re-assigned, the name of the newly selected manager will be shown on the 'Program Coordinator' panel

How do I create a calendar for a case?

To create a calendar for a case, perform the following steps:

At the top of the page, click 'Cases'
Look for the case in the list and select the calendar icon under the 'Cal' column of the desired case
Once you get to the calendar page, select the desired meeting start date
On the next view, select the start time for the meeting
On the displayed dialog, fill out the form and click 'Save'.
(Note: If the meeting is going to be a recurring event, select the 'Yes' box for recurring and enter the end date of the recurring meeting along with the type of recurring meeting it is, e.g. Daily, Weekly, etc.)
Once the event is saved, the client's calendar will show the meeting days based on your defined meeting parameters

How do I create a communication log?

To create a communication log, perform the following steps:

At the top of the page, click 'Cases'
Look for the case in the list and select the corresponding 'Auth Number' button for the case
On the second-level top menu, click 'Communication Logs'
On the right section of the communication log panel header, click 'New log'
Fill out the communication log and click 'Save Log'
The new log should now be shown under the communication log listing

How do I create a meeting log?

To create a meeting log, perform the following steps:

At the top of the page, click 'Cases'
Look for the case in the list and select the corresponding 'Auth Number' button for the case
On the second-level top menu, click 'Meeting Logs'
On the right section of the meeting log panel header, click 'New Meeting'
Fill out the meeting log and click 'Save meeting log'
The new meeting log will now be shown under the 'Meeting Logs' panel

How do I edit a meeting log?

To edit a meeting log, perform the following steps:

At the top of the page, click 'Cases'
Look for the case in the list and select the corresponding 'Auth Number' button for the case
On the second-level top menu, click 'Meeting Logs'
On the right section of the meeting log panel header, click 'Edit'
Look for the meeting log in the list and click the edit button (pencil icon) at the far right of the corresponding row
Make the necessary changes on the displayed Meeting Log, then click 'Save meeting log'
The new changes will now be shown on the meeting log

How do I submit a timesheet?

To submit a timesheet, perform the following steps:

At the top left section of the page, click the three horizontal lines to access the side menu
From the side menu select 'Timesheet'
Enter the desired month and click '1-15 of Month' for the first half of the month, or '16-End of Month' for second half of the month. The 'Submit Timesheet' button will be displayed if you have hours to submit for the selected period
Click the 'Submit Timesheet' button, and on the confirmation dialog, make sure all your hours are included, type 'SUBMIT', then click 'submit'
If the timesheet has been successfully submitted, it will be shown under 'Submitted Timesheets'

Why aren't all my hours shown on my timesheet?

There are two main reasons why your hours may not be showing on your timesheet, which are as follows:

You may have selected the wrong month for display or entered your hours into the wrong month
If your hours are still not shown you may have notes that still need to be approved or are in the draft stage
(Note: Only approved notes are shown on timesheet)

How do I generate quarterly reports?

To generate quarterly reports, perform the following steps:

At the top of the page, click 'Cases'
Locate and click the 'Quarterly Report' button
Select the year and quarter for the desired report and click 'Generate Report'
The report should now be downloaded as an Excel document to your computer

What do the panels on the dashboard and their blinking indicators mean?

Heading	Description
Cases (Active/Closed)	This panel shows the number of active and closed cases for the provided service. If one case is closed, the number of active cases is reduced by one while the number of closed cases is increased by one.
Cases (Missing Items)	This panel shows the number of cases with missing items such as Intake documents/dates or discharge summary. If an item is missing, the panel will display a blinking indicator. To view the affected cases and address the blinking indicator, perform the following tasks: Select the 'See Cases' button for this panel, which will take you to the cases with missing items. Note: If both the discharge summary and Intake documents are missing, you may have to select which of the two you desire to see. Select the individual case from the case listings and upload the required documents Repeat the 'upload task' for all affected cases Upon completion, the number of cases with missing items should display zero, and the blinking indicator will no longer be visible.
Employees	This panel shows the number of active and blocked/pending employees for the company. While an active employee has access to most of the platform (depending on their level), a pending or blocked employee has little to no access to the platform.
Employee Data	This panel shows the number of employees with missing data. If data is missing, the panel will display a blinking indicator. To view the affected employees and address the blinking indicator, perform the following tasks: Select the 'See Employees' button for this panel, which will take you to the employees with missing data. To upload the missing employment documents, go to employee account Scroll down to 'Employee Files' and upload the missing documents Repeat the 'upload task' for all affected employees Upon completion, the number of employees with missing data should display zero, and the blinking indicator will no longer be visible.
Cases (Unassigned)	This panel shows the number of cases that haven't been assigned to a staff. Cases without an assigned staff will display a blinking indicator. To view the affected cases and address the blinking indicator, perform the following tasks: Select the 'Unassigned Cases' button for this panel, which will take you to the cases not assigned to a staff. Select the 'assign/unassign' option and assign all the affected cases to a staff Upon completion, the number of cases that have not been assigned to a staff should display zero, and the blinking indicator will no longer be visible.
Pending Notes	This panel shows the number of weekly reports that need to be approved. Weekly reports that were submitted for review but not yet approved will display a blinking indicator. To view the affected reports and address the blinking indicator, perform the following tasks: Select the 'Pending Reviews' button for this panel, which will take you to the weekly reports that need to be approved If you are a Note Supervisor, thoroughly review and approve the pending weekly reports based on the company defined review requirements Upon approval, the number of Pending Notes should display zero, and the blinking indicator will no longer be visible
Rejected Notes	This panel shows the number of weekly reports that have been rejected by a Note Supervisor. The total number of weekly reports that were submitted for review and rejected will appear here. The staff whose note was rejected can view why the weekly report was rejected and resolve the issue by performing the following tasks: Reviewing rejection message that was sent via email Logging into their account and clicking on the rejected weekly report at the top of their home page Once taken to the weekly reports, the reason the note was rejected will be shown at the top section of the report, and the report will need to be revised accordingly. After making the required changes based on the rejection message, the staff will need to resubmit the note for review. Upon completion, the number of rejected weekly reports should display zero.
Draft Notes	This panel shows the number of weekly reports that have not been sent for review. Weekly reports that haven't been been submitted for review that are older that 7 days will display a blinking indicator. To view the affected reports and address the blinking indicator, perform the following tasks: Select the 'Submit for Review' button for this panel, which will take you to draft weekly reports older than 7 days. Contact the staff who created the report to finalize the report and submit for review Upon completion, the number of draft weekly reports older that 7 days should display zero, and the blinking indicator will no longer be visible.
Expiring Cases	This panel shows the number of cases that will expire within the next 30 days. Cases that are expiring in 30 days or less will display a blinking indicator. To view and address the blinking indicator, perform the following tasks: Select the 'See Cases' button for this panel, which will take you to cases expiring within 30 days Select the individual case from the listing and go to 'Managers' Send an email to the case manager requesting a case extension Go to the communication log for the case and create a new communication log, but on the 'Person drop-down' menu select the option that says 'CM-Extension Request', fill out the rest of the information, and click 'Save Log' Upon completion, the number of cases that expire within 30 days should display zero, and the blinking indicator will no longer be visible. Note: The case(s) will temporarily be removed from the 'Expiring Cases' count for 7 days. After 7 days this panel will include these cases to the expiring-case count again and display blinking indicators requiring that you resend a reminder to the Case Manager to extend the authorization end date. It is recommended that the Case Manager is reminded once a week until the case actually expires.
No Calendar	This panel shows the number of cases that don't have a visitation schedule defined on their calendar. Cases that don't have an event on their calendar will appear here with a blinking indicator. To address the blinking indicator, go to the corresponding cases and define a meeting schedule for them.
No Comm Logs	This panel shows the number of cases that haven't had a communication log in the last 2 weeks. Cases with communication logs can still display a blinking indicator so long as they haven't had any logs in 2 weeks. To view and address the blinking indicator, perform the following tasks: Select the 'See Cases' button for this panel, which will take you to cases that haven't had a communication log in 2 weeks Select the individual case from the listing and add a communication log. Upon completion, the number of cases that haven't had a communication log in 2 weeks should display zero, and the blinking indicator will no longer be visible.
No Engagement	This panel shows the number of cases that neither have session notes nor a communication log, and will have a blinking indicator to get your attention. To view and address the blinking indicator, perform the following tasks: Select the 'See Cases' button for this panel, which will take you to the affected cases Select the individual case from the listing and add a session note or a communication log based on an actual communication you had with the client. Upon completion, the number of cases that don't have session notes should display zero, and the blinking indicator will no longer be visible.
Pending Action	This panel shows the number of cases with pending notes that have been moved to the draft stage. Session notes that were submitted for review but got moved back to the draft stage by a Note Supervisor or a Manager will appear here. Notes are typically moved to the draft stage if a Note Supervisor wishes to only make minor changes to a note for immediate approval, rather than wait on the staff to make the minor revisions, which could take a longer time than desired.
CFA Due	This panel shows the number of cases that are within 15 days of the Comprehensive Family Assessment (CFA) due date. The blinking indicator appears if there is at least one case that meets this criterion. CFA's are due 30 days from the start date of the referral. To view the affected cases and resolve the blicking indicator, perform the following tasks: Click the 'See Cases' button for this panel For each listed case, schedule a CFA meeting, and after the meeting, upload the CFA forms to the client's Case Files. Note: CFA forms can be found under the 'Forms/Due Dates' second-level top menu of the clients account Create a meeting log for the client, and on the meeting log form select 'CFA Coordination' as the meeting type Under the Case Information panel for the client, enter the CFA Completion Summary date, which is used on the Quarterly Report spreadsheet Upon completion, the total number of cases under the 'CFA Due' section will show zero and the blinking indicator will no longer be visible
SP Due	This panel shows the number of cases that are within 15 days of the Service Plan (SP) due date. The blinking indicator appears if there is at least one case that meets this criterion. SP's are due 45 days from the start date of the referral. To view the affected cases and resolve the blicking indicator, perform the following tasks: Click the 'See Cases' button for this panel For each listed case, schedule an SP meeting, and after the meeting, upload the completed SP forms to the client's Case Files. Note: SP forms can be found under the 'Forms/Due Dates' second-level top menu of the clients account Under the Case Information panel for the client, enter the Service Plan meeting date, which is used on the Quarterly Report spreadsheet Upon completion, the total number of cases under the 'SP Due' section will show zero and the blinking indicator will no longer be visible
EOC Due	This panel shows the number of cases that are within 15 days of the Evaluation of Change (EOC) due date. The blinking indicator appears if there is at least one case that meets this criterion. EOC's are due 90 days from the start date of the referral. To view the affected cases and resolve the blicking indicator, perform the following tasks: Click the 'See Cases' button for this panel For each listed case, schedule a EOC meeting, and after the meeting, upload the EOC forms to the client's Case Files. Note: EOC forms can be found under the 'Forms/Due Dates' second-level top menu of the clients account Create a meeting log for the client, and on the meeting log form select 'EOC Meeting' as the meeting type Upon completion, the total number of cases under the 'EOC Due' section will show zero and the blinking indicator will no longer be visible
Guardian Upload	This panel shows the number of weekly reports that have not been uploaded to Guardian. Only approved reports that haven't been uploaded to Guardian will be included in this count and will display a blinking indicator. To view the affected reports and address the blinking indicator, perform the following tasks: Select the 'See Notes' button for this panel, which will take you to the repots that need to be uploaded to Guardian Select the individual weekly report from the listing, generate a pdf version of the report by clicking 'Generate Report', download the report and upload to Guardian After uploading to Guardian, find this report again and Click 'Guardian Upload Date' Type in the date the report was uploaded to Guardian, and repeat the above steps for all the other reports if more than one. Upon completion, the number of approved reports that need to be uploaded to Guardian will display zero, and the blinking indicator will no longer be visible.