ClientTrack HMIS User Manual Housing Retention &Utility Assistance Projects Courtesy of HMIS Training Department

Transcription

1 ClientTrack HMIS User Manual Housing Retention &Utility Assistance Projects Courtesy of HMIS Training Department Updated October 1, 2017

2 Overview This user manual is designed to support the information received in training on the basic and project specific features of ClientTrack and how ClientTrack supports the relevant data specific elements required to be collected for Housing Retention & Utility Assistance projects. In this manual you will find the following information: OHS Staff Contacts - Page 2 o Staff List and Contact Information o OHS HMIS Help Desk Information Review Security Policies and Procedures Page 3 o Informed Consent Policy o Computer Storage o User Name and Password o PA Limited English Proficiency o ClientTrack Access Overview of ClientTrack Features o Basic Navigation Page 7 o Home Workspace Page 10 o Client Workspace Page 14 o Housing Workspace Page 16 o Support Workspace Page 16 What Does Data Entry Look Like in ClientTrack o Project Entry Workflow Page 17 o The Annual Update Assessment Workflow Page 26 o Recording Financial Assistance as a Service Page 27 o Case Notes Page 29 o Project Exit Workflow Page 30 Page 2 :

3 OHS Staff Contacts Okestra Gbolade Soneyin Director of HMIS Gbolade Michele Mangan Director of Performance Management Kitchener Jones HMIS Data Manager Sharon Pugh Data Specialist Carrie Perez HMIS Lead Help Desk Technician Bernard Jackson HMIS Help Desk Technician Nancy Gilliam HMIS Lead Trainer Charlette Harrison HMIS Trainer HMIS HELP DESK If you need assistance with your user name & password or encounter any issues with ClientTrack at any time, please the help desk at Please do not send any identifying information for clients when ing the help desk. There is a unique client ID number assigned to each client record in the system. Please use the client ID number when ing the help desk if applicable. Page 3 :

4 Security Policies & Procedures Information that could lead to individual identification is considered Personal Protected Information (PPI). Agencies participating in HMIS should have procedures in place for the secure storage and disposal of hardcopy and electronic data generated from ClientTrack or created for entry into ClientTrack. PPI should be stored in locked drawers/file cabinets and hardcopy data should be shredded before disposal. Electronic PPI including data contained on disks, CD s, jump drives, computer hard drives and/or other media should be reformatted before disposal. PRIVACY AND CLIENT INFORMATION RESTRICTIONS Notice of Privacy Practices: The Notice of Privacy Practices including the purpose for data collection should be posted in a public area and in an office where an intake professional meets with clients. The full privacy policy notice should be posted on the web sites of agencies, as well as made available to clients who request it. The document can be requested from the Office of Supportive Housing HMIS department by ing the OHS HMIS Help Desk. Informed Consent Policy: Effective 10/1/2017, providers must obtain informed, signed consent prior to entering any client identifiable information into HMIS. The client must sign an Authorization to Disclose Client Information form. Clients that provide permission to enter personal information allow sharing of client and household data within the continuum. If a client refuses to consent, end users should not include the client s First & Last Name, Social Security Number, or Date of Birth in the record. End users should create a name to identify the client record by, indicate it as Partial, street name, or code name reported & enter Client Refused for the SSN & DOB. Services are not to be denied if a client chooses not to include personal information. PA Limited English Proficiency: Policy mandates that any entity receiving federal funds must present any critical documents in the State s list of 15 most common languages. Please reference the website: dex.htm CLIENTTRACK COMPUTERS All computers used to access ClientTrack should be situated in secure locations. ClientTrack computers in publicly accessible areas should be staffed at all times and not viewable by other individuals. All computers should be password protected, and the password you use to log onto your computer should NOT be the same password as your ClientTrack password, but rather a password to prevent access to the computer itself. ClientTrack usernames and passwords should NEVER be shared with other users. Users should not keep username/password information in a public location (i.e., sticky notes on monitors or filed under HMIS or Password in a Rolodex). You will be required to change your password every 90 days for security purposes. Accounts are automatically deactivated after 90 days of inactivity for security purposes. To have an account re-activated, the end user will be required to attend refresher training with a member of the HMIS training department. Page 4 :

5 ClientTrack Access ClientTrack is a web based application that can be accessed through your web browser on personal computers as well as mobile devices. For maximum functionality, we strongly recommend the use of Google Chrome. The website URL is Your User ID is the business address listed on the HMIS User Agreement. For your first login, you will use a temporary password provided by HMIS support, and you will be prompted to change your password. ClientTrack security policies require the use of strict passwords. Passwords must Be a minimum of 8 characters long Have at least one capital letter Have at least one number Have at least one special character Once you hit the Sign In key, please use your mouse to click on the following link if it appears: You will also be prompted to update your recovery information. This entails creating a security question, which will allow you to recover your password if it s forgotten. Page 5 :

6 Once you enter your log-in information, you will see the following screen: The Workgroup dropdown box shows the workgroup you will be using. The workgroup determines what kind of functionality you will have in the system. Unless you work with other projects in your organization, you should always see Implementation HMIS Program Sandbox displayed in this dropdown. The Organization dropdown shows your organization, which will determine the projects you have access to. If locations have been provided to PhilaHMIS and entered in the system, you will be able to select your location option from Location dropdown. Clicking Use these settings will cause the HOME Workspace to load. In addition to this workspace, you will also have access to the Client Workspace and the Issues Workspace. Before we review the workspaces, let s get familiar with some of the features and frequently used navigation icons in the system. Page 6 :

7 Overview of ClientTrack Features Basic Navigation There are basic navigation tools you will use to work your way through ClientTrack. Let s begin with the top tool bar starting on the left hand side. Here you will find: 1) Workspace Menu, 2) Workspace Navigation Toggle Box, 3) Search Field* 4) Settings [your name], Help and Sign Out links. 1. Workspace Menu: The name of this menu and the menu options available will depend on the workspace you are in: Home, Client or Issues. All menu headers have one thing in common, the pushpin. The position of the pushpin will determine whether or not the menu remains visible while you are working. If the pushpin is facing down (as shown above), the menu will remain visible. If the pushpin is facing to the left, when you click anywhere in the workspace the menu will collapse. To restore the menu, click on the Hamburger Menu button. Workspace with Menu Visible Page 7 :

8 Workspace with Menu Collapsed 2. Workspace Navigation Toggle Box: This toggle box enables you to navigate amongst the four workspaces you have available to you in ClientTrack. Clicking on the toggle box will populate the workspace carousel on the screen. Click on the box of the workspace you need to access to cause the appropriate screen to load. 3. Search Field: You can search for system related functions using this field. (Case Notes, Enrollments, etc.) Not recommended to search for clients. The preferred method of searching for clients in the system is the Find Client option located in the client workspace. This option will be reviewed later. Page 8 :

9 4. Settings, Help & Sign-Out Links: These links are shortcuts available to help you manage your workspace in HMIS. Settings: The settings link is your name next to the bell. Click to open the Settings Box. Users with multiple workgroups or multiple locations within their organization can switch between workgroups and locations without signing-out of ClientTrack. You have the ability to upload a picture and to change the appearance of your dashboard by choosing a theme (default, metallic or light). Clicking the Change Password option will open new window where you can change your password and update your recovery information. You will be asked to create a new password. Enter your new password in the field indicated using the guidelines stated earlier in this manual. Re-enter it in the Confirm Password field, and enter you current password in the Your Current Password field. Click Change Password to confirm the change. To cancel the change & keep your current password, click Cancel. There is also an option in this box which allows you to update your password recovery information. Clicking that link will open a form where you can select your security question and answer. Load any changes made in the settings box by clicking the Apply option on the bottom of the settings box. You can also sign out of ClientTrack from this box. Page 9 :

10 Help: The Help link activates a window where you can report issues, ask questions, & make suggestions. Ask a Question Report an Issue: When you select Report an Issue, you are taken to a small form in which you can give a brief summary of the issue you are facing in the system. Please be sure to report the issue from the page that it was encountered. This will allow staff to see what was going on in the system when the issue was encountered. You can attach screenshots to your issue, but be sure that the screenshot contains no identifiable client information. You can notify additional people on your issue by clicking that option and adding their name, address and phone number. Issues are first sent to the PhilaHMIS Help Desk. If the issue cannot be resolved by the Help Desk staff, it is escalated to Clienttrack. You will receive an when the issue has been received and assigned. You can also check the issue status in the Issues workspace. Similar to reporting issues, the Ask a Question form allows you to ask a short question and provide more detailed background, as well as upload files and screen shots. When you ask a question through this form, it is sent to the HMIS Lead Agency, who will respond to you as soon as possible with clarification. Make a Suggestion If you have feedback or have a recommended change that you would like to communicate, submitting it through this form is always best. It also provides the level of detail required from the Submit an Issue and Ask a Question forms. View Documentation The documentation available through this link is the ClientTrack Comprehensive User Guide, a general guide that provides standard information for newer users. Sign Out: You are asked to sign-out of HMIS prior to closing the window, as some internet browsers retain your information. For security reasons, it is critical that you use this button or any of the other available sign out options to log-out of ClientTrack when you are finished working or when you are leaving your computer. Page 10 :

11 The Home Workspace As stated previously, you will have access to three workspaces in ClientTrack: the Home Workspace, the Client Workspace & the Issues Workspace. Logging in will direct you to the Home Workspace, where you will find the Home Menu and your User Dashboard. The Home Menu The Home Menu lists the functionality available to you as an end user. The first menu option is a link to the User Dashboard. Clicking it will restore your dashboard in the workspace when you have navigated to another page like reports. The Standard Reports menu option links to basic reports such as Clients in Projects, Enrollment Demographics, Service Summary, and others. The My Clienttrack section houses the following menu options: Incident Queue The Current Enrollments menu option lists clients enrolled in a specific project. The sub-folder contains a link to Open Enrollments w/most Recent Assessment. The My User Configuration menu option hosts the sub-options Change My Password & Set Recovery Information. The Paused Operations menu option essentially allows you to save the work you have completed in a workflow. (In ClientTrack, a workflow is a series of forms and assessments needed to complete a specific task like a project entry or an update assessment.) When you begin a workflow, you might find yourself in a situation where you have to stop working on it. You can save your place in the workflow by using this pause option. Page 11 :

12 At the top of the workflow menu itself, you will see a cancel symbol (X) and a pause symbol ( ). To save any work completed in a workflow, click ( ). This allows you to pause the workflow and go back to it later. Click the (X) to cancel the workflow and remove any information you entered while in the workflow. This does not delete information entered outside of the workflow. To resume the workflows you have paused, select the Paused Operations menu option. You will be shown a list of all of the workflows you have paused. (Be advised that these workflows will remain on the list until you retrieve them. They do not expire.) Select the appropriate option based on the action you want to complete with the workflow: This option resumes the workflow where you left off. This option starts the workflow over from the beginning. This option deletes the workflow. This option can cause you to lose some or all of the data that you entered. The My Submitted Issues menu option is another link to the Support workspace outside of the workspace carousel. Page 12 :

13 The User Dashboard The dashboard is divided into 4 sections: 1. Global News: Here you will find news items that impact all agencies participating in HMIS. OHS will post information regarding reporting deadlines, HUD updates and upcoming trainings in this section. 2. My Case Assignments: For case managers, this section will list all clients that are currently on your caseload. You can access the client record by clicking the Select This Client icon by the client name. Doing so will take you to the client dashboard. 3. Enrollments Missing Project Entry Assessments: This section will list all clients (both current and previous) from all projects in your organization who are missing HUD entry assessments. The Enrollment Description column will indicate which project the client is/was enrolled in. To complete the entry assessment, click the Select Client icon (slightly different from the icon shown in #3) by the client name. be able to complete the assessment. This will take you to the Client Dashboard where you will 4. Due for Annual Assessment: This section will list clients served by your organization who are due for an annual assessment. The Select Client Icon (shown above) will take you to the Client Dashboard, where you can complete the annual assessment. Page 13 :

14 The Client Workspace The Client Workspace is very similar to the Home Workspace. Every client in the system has their own unique workspace that consists of a Client Menu and a Client Dashboard. The Client Menu The Client Menu lists the functionality available to you for use when working with specific clients in the system. Find Client: used to search for clients. Project Entry: opens the project entry workflow menu. Client Dashboard: restores the dashboard in the workspace. Case Management: hosts additional menu options. Edit Client Information: links to form to edit Basic Client Information. This menu option also hosts two sub-options: Paused Workflows shows workflows in process specific to the client. Veteran Status opens the Veteran Assessment form. Case Notes: opens the form to record, review & print case notes. Assessments: opens a list of Assessments collected for the client. Referrals: opens a list of all existing referrals for client. Services: opens the form to record and review service history. Housing Application: opens a list client s housing applications Page 14 :

15 The Client Dashboard This dashboard is divided into 5 sections: 1. Basic Client Information: This section contains the client s basic demographic information, including the unique Client ID Number that is generated by the system for every client that has information entered into the system. 2. Enrollments: This section shows all of the projects the client has been enrolled in, both current and previous. 3. Referrals: This section provides a list of all of the referrals provided to the client during a project enrollment. 4. Services: This section provides a list of all of the services provided to the client during a project enrollment. 5. Case Manager Assignments: This section will list the client s case managers and will show the status of the case management assignment (active vs. inactive), the start date and the end date, if applicable. Page 15 :

16 The Housing Workspace The Housing Workspace consists of a searchable facility dashboard from which a user can locate their facility to view and record facility incidents and vacancies in the facility. Typically, Housing Rentention & Utility Assistance projects will not have need to use this workspace. The Support Workspace The Support Workspace consists of a dashboard upon which you will find a list of every problem, question and suggestion that you submitted in the system via the Help link. The dashboard lists the issue number, submission date, type (issue, question, or suggestion), a summary, the status and whom the issue was assigned to. You can track the progress of your submissions in this workspace and add additional information to previously submitted issues by selecting the edit icon next to the submitted issue. Page 16 :

17 What Does Data Entry Look Like In ClientTrack? Project entry for Utility Assistance projects can begin from the Home Workspace or from the Client Workspace. If an OHS Application Coordinator has sent your project a referral through the system, the process will begin on the Home menu. If the client has been referred to your project outside of the system, the process will begin on the Client menu. Project entry for Housing Retention projects will always begin from the Client menu, as these projects currently do not receive referrals from OHS. Referrals in the System On the Home Menu, there is a link for Incoming Referrals. Clicking that link will open the Incoming Referral Queue. Referrals are listed in the order they are received. To begin the enrollment process from the Incoming Referral Queue, click on the Enroll option located next to the Client Name on the queue. Referrals Outside of HMIS For clients not referred through HMIS, begin by searching for the client using the Find Client menu option on the Client Menu to avoid creating a duplicate record. Clicking that menu option will open the Find Client form shown below. We recommend as best practice to enter the first 2 letters of the first & last name to return the most results. Click Search. Page 17 :

18 A) If the system finds potential matches, the search results will display. If the client you searched for is listed, click anywhere on the row where the client information appears. Doing so will direct you to the Client Dashboard. B) If the client is not listed, click cancel at the bottom of the find client form. In either case, you will then select the Project Entry menu option from the Client Menu. The intake workflow will open. If the client was not found, select Add a new client. If the client was found, select Use the current client. Page 18 :

19 The Basic Client Information Form will load. All fields marked * are required. All data is self-report. Confirm the spelling of the client s name. Use proper capitalization. If the full name is not reported, change the Name Quality to Partial, street name or code name reported. If only the last four digits of the SS# are collected, leave the first two fields blank & record the last four in the last box. If client doesn t know his or her SS#, select Client doesn t know. If client refuses to give SS#, select Client refused. If the Birth Date is partial, change the Date of Birth Quality field to Approximate or Partial DOB Reported. Page 19 :

20 Checking the box for Show Address and Contact Information will populate a field where you can record the client s contact information. For Housing Retention, it is recommended that the address for which the client is requesting services be recorded. Utility assistance clients should have the shelter address recorded. There are fields available to record an address & phone numbers where the client can receive messages. The system will create the Household identification number & the Relationship to Head of Household will default to Self. Please note: if there is a number showing in the Household field & the Relationship to Head of Household shows a response other than Self, it means the client was previously enrolled as a spouse, dependent etc. on someone else s record. Remove the number in the Household field & change the Relationship to Head of Household to Self. The system will create a new Household ID that shows the current client as the HOH. Click Finish to continue. You will be directed to the Household Members form next. Projects serving households with multiple members will use this form to enter data for the additional household members. Projects serving singles will skip this form by clicking Save & Close. Page 20 :

21 Complete all fields marked *for each additional household member. Click Save & Close to proceed. The HUD Project Enrollment form will load. Select the project from the drop-down list. Check all clients being enrolled. Enter the date the client(s) started the project, if you are doing the data entry on a different day. (Please note: the Housing Move-in Date on this form pertains to Permanent Supportive Housing & Rapid Rehousing Projects, not Transitional Housing. In the rare event that the client moves in to a PSH or RRH project on the same date as the Project Start Date, this data can be filled in during this process. We will review how to capture this date during project enrollment later in this manual). Click Save to continue. Page 21 :

22 The HUD Universal Data Assessment will populate next. The top of the form will be pre-filled with the exception of the Disabling Condition field. Select the correct response. Client Location will default to PA- 500 Philadelphia CoC. Answer the Living Situation questions. Dependent upon the answers given in each field, additional fields will populate. Again, everything marked * is required. Answer the Health Insurance questions. If Covered by Health Insurance is Yes, you will need to check the type. Click Save. Page 22 :

23 The Barrier Assessment will load next. Clicking the box next to the Barrier column will default all answers to No. If the client has any barriers, you will then need to change the No to Yes in the Barrier Present column and complete the Condition is Indefinite field. Do not uncheck any of the boxes on the left hand side of the screen. Doing so will produce an error message when you try to move to the next page. Remember, if Disabling Condition is Yes, one or more barriers must also be Yes on the Barrier Assessment. Click Save & Close to continue. The Domestic Violence Assessment is next. Select Yes or No to indicate whether or not the client had a domestic violence experience. Selecting Yes will generate questions regarding when the experience occurred & if the client is currently fleeing. Click Save to continue. Page 23 :

24 The Income Assessment is next. Select Yes or No to indicate whether or not the client has any income or non-cash benefits. Selecting Yes will bring up a form where you can record the income and/or non-cash benefits. Monthly Amount is required for income, but not for non-cash benefits. Click Save & Close to continue. *Please note, if the household has a child that has income (SSI, SSDI), it must be recorded on the HOH s assessment, as Income assessments are not collected for clients under the age of 18. Indicate the income belongs to the dependent in the Description field. If the HOH is the only client on the enrollment, the workflow will end here. If the household has other members, assessments will be completed for them as well. Clients over 18 will complete the same assessments as the HOH. Clients under 18 will only complete the Universal Data Assessment & the Barriers/Special Needs Assessment. The example below is for the HOH s child. First, you will complete the Universal Data Assessment by filling in the Disabling Condition field and answering the Health Insurance question. Click Save. Page 24 :

25 You will then complete the Barrier Assessment. Remember, if Disabling Condition is Yes, one or more barriers must also be Yes on the Barrier Assessment. Click Save & Close to continue. You have completed the Intake workflow. Click Finish to close the workflow menu and to be redirected to the Client Dashboard. You will see the enrollment now listed as current. Page 25 :

26 The Annual/Update Assessment Workflow Because of the short term nature of these service based projects, you might not ever have to use the Annual/Update Assessment workflow. In the event that the Household has a significant change in their income, household composition, etc., you will have to use this workflow to record that change. From the Blue Action Wheel next to the current enrollment, select the Annual/Update Assessment option. This will open the Assessment for Enrollment workflow and direct you to the HUD Project Enrollment form. Verify that this is the enrollment you want to update. Click Save to continue. The system will ask you for the Assessment Type. Select During Project (Program) Enrollment. The remainder of this workflow mimics the Project Entry workflow. You will be able to go through each assessment, verify information and make the changes necessary. You can click Default to pull in the last Health Insurance Status and the last Income Assessment. The Barrier Assessment will automatically default. Click Save and you are done. Click Finish to close the workflow. Page 26 :

27 Recording Financial Assistance as a Service Mortgage Assistance & Utility Assistance payments will be recorded in the system using the Services menu option on the Client menu under Case Management. Selecting that menu option will open the client s Service History page. Select Add New to open the form to record the payment. The Family Income field will pull from information recorded during project entry. Select the Enrollment, the Grant & the Service being provided (Mortgage Assistance, Utility Electric, or Utility Gas). Record the date the check was released to the mortgage or utility company. The Units of Measure will default to Count, and the Units will default to 1. Record the amount paid in the Unit Value field. Please note, this field should not contain the client contribution amount, only the amount paid from OHS funding. You can indicate that and other information such as check #, service address, party paid in the Comments field. Click Save when done. Page 27 :

28 The service will now be listed on the client s Service History. It will also be listed on the Client Dashboard in the Services section. Page 28 :

29 Case Notes Timely and robust case notes assist you and other case managers at your organization in serving your clients. It is extremely important that meetings, calls and other relevant information regarding your client are properly documented in case notes. To add a case note, select the Case Note menu option on the Case Management section of the Client menu. This will open the Client Case Notes History. Click Add New Case Note in the upper right hand corner to record a new case note. The case note form will load. If the date the case note was recorded is different from the Entry Date defaulted on the form, insert the correct date. Verify the User recording the note. Enter a brief title or description for the note in the Regarding field. Complete the case note in the text editor field. If Read Only is checked, no one else will be able to delete or edit the case note. When all info is entered, click Save. Page 29 :

30 The case note will be listed on the client s Case Note History. You can use the Blue Action Wheel beside the case note to View Case Note, Edit Case Note or Delete Case Note To print case notes, click the box next to the note desired and then click Print Selected. What Does Project Exit Look Like In ClientTrack? Project Exit is initiated from the Client Workspace. On the Client Dashboard next to the Current Enrollment, select the Exit the Enrollment option from the Blue Action Wheel. This will open the HUD Exit menu. Enter the Exit Date, Destination & Exit Reason. End Case Assignment box should be checked to end the case management assignment. Click Save. Page 30 :

31 You will now complete the HUD Project Exit Assessment. The top fields are pre-filled with data from previous forms. You have the option to Default Last Insurance Status if the information has not changed, or you can enter the new information. Remember, a Yes response requires you to record the type of insurance. Click Save. The Barrier Assessment will automatically default. Make any changes if necessary and click Save & Close to proceed. Page 31 :

32 The Income Assessment will load next. Click Default Last Assessment to pull the last assessment completed. Make changes if necessary and click Save & Close. If the HOH is the only client on the enrollment, the workflow will end here. If the household has other members, exit assessments will be completed for them as well. Clients over 18 will complete the same assessments as the HOH. Clients under 18 will only complete the Universal Data Assessment & the Barriers/Special Needs Assessment. The example below is for the HOH s child. The system will ask if you want to exit the next client on the workflow menu. Select Yes. Complete the Exit Date & Destination. Page 32 :

33 The Universal Data Assessment will load. Confirm the information and click Save. The Barrier Assessment will automatically default. Make any changes if necessary and click Save & Close to proceed. You have completed the Intake workflow. Click Finish to close the workflow menu and to be redirected to the Client Dashboard. Page 33 :

34 The Client Dashboard will show the enrollment as previous with an Exit Date and an Exit Assessment ID. Page 34 :