ClientTrack Administrator Guide Texas Database for Refugee Cash Assistance and Refugee Social Services

ClientTrack Administrator Guide Texas Database for Refugee Cash Assistance and Refugee Social Services Working Draft Revised December 4, 2017 CONTENTS Disclaimer... 2 About This User Guide... 2 User Management... 3 Adding & Deactivating Users... 3 Best Practices... 8 Changing User Passwords... 9 Users Locked out of the System... 9 Client Administration... 11 Clients... 11 Families... 12 Merging Client Records... 12 Employer Administration... 15 Merging Employers... 15 Deleting Employers... 15 Editing Employers... 16 Adding Employers... 18 Appendix A: Technical Support... 21 Reporting Problems... 21 Appendix B: User Permissions... 22 YMCA of Greater Houston South Texas Office for Refugees, Region 4

DISCLAIMER The information published in this document is intended to provide general instructions for using your ClientTrack system as originally deployed. Because of variations that might exist in ongoing configurations, no guarantee is expressly offered that every matter may be resolved by turning to this guide. For questions beyond the scope of this manual, contact the South Texas Office for Refugee s Regional Administrator, at STOR@ymcahouston.org. ABOUT THIS USER GUIDE This guide provides you with the detailed information necessary to assume the primary roles and responsibilities of an Administrator within your organization. Administration functions described in this guide are specific to YMCA of Greater Houston s implementation of the ClientTrack system. This guide includes detailed instructions on day to day tasks; however, instructions for Setup Data, which is the implementation-specific constructs that represent organizations in ClientTrack, are not included in this guide, and Administrators are not expected to manage or have access to it. Additional guidance will be provided at a later date to address the Administrator s role in reporting and associated reporting requirements. The guidance will be added to this guide or provided as supplemental guidance. Page 2

USER MANAGEMENT As a ClientTrack Administrator with user management permissions, you have control over who can access the ClientTrack database. User accounts define how your users interact with the database, including how they fit into the security organization and workgroup settings, and to which tools and capabilities they have access. Adding & Deactivating Users To add, view, and manage your users, navigate to the User workspace, click to expand Regional Administration Menu Group (if you re a Regional Administrator) or My ClientTrack Menu Group (if you re a Supervisor/Administrator), then click the User Management menu option. The User Management screen displays a list of active user accounts in your system. You can filter the list results by User Name, Owning Organization, Status (Active or Inactive), and various Tool Access Permissions. To add a new user, Supervisors should email a New User Request Form to Administrators with a completed Code of Conduct form. Then, within ClientTrack a new user can be added by selecting the Add User button in the top right corner of the form with the User Management screen. The User Setup form has several sections to fill out, starting with the User Information. Enter the full name of the user in the Name box, along with their Email/Login Name. All users must be named as opposed to generically titled (e.g. Case Manager or Program Coordinator). Anything required is noted with a red asterisk (*). However, please fill out the information completely. Page 3

The next section on the form is the Organization Setup. A user s Owning Organization defines the primary organization to which this user belongs. The Location box will be used as the default location for that user when they sign in. Identify the user s Supervisor by clicking on the magnifying glass icon. This will bring a list of all users: Pick the user s Supervisor from the list. Assigning a Supervisor in the user record will add the user to the Supervisor s My Team : Page 4

Use the checkbox to determine whether or not this individual is a Case Manager who can be assigned cases. If you mark the Case Manager checkbox, the user will now appear in the Find Case Manager list for the organization in the Program Enrollment Form: Next, select the Workgroup this user will be able to access using the Workgroup Setup section. Workgroups usually reflect functional roles. For example, the workgroup for Regional Administrators may contain reporting options that the End User workgroup does not. While organizations determine which data the user can access, workgroups control which menu options the user can select. Additional workgroup access can be granted later, if needed (see Managing Organization Users). Please note that there are only three workgroups within ClientTrack: End User, Supervisor / Administrator, and Regional Administrator. Active Status controls whether or not this user can log in to the system on a given date. Page 5

Deactivating Users To deactivate a user s account, Supervisors or Local Administrators must email Regional Administrators a Deactivation Request Form for the user to be deactived. Within ClientTrack, you can then change the user s account to inactive. If you select Inactive, the system will require you to enter the date the account was Disabled. Regional Administrators must then send the Deactivation Request Form back to the Supervisor and/or Local Administrator confirming the date of the deactivation, with a cc to STOR@ymcahouston.org. Please note, an Active account with a future Disabled date will be authorized to log-in up until the Disabled date has been reached. If you select Inactive, the system will require you to enter the date the account was Disabled. Please note, an Active account with a future Disabled date will be authorized to log-in up until the Disabled date has been reached. Note: The user is active up until the point in time where their account is actually changed to inactive. Tool Access Permissions The next section on this form shows Tool Access Permissions. These permissions determine which features and capabilities the user will be able to access. Most commonly, administrators will utilize one of two pre-set Tool Access Permissions templates to quickly identify the type of user and, as such, which permissions they are assigned. o o o Basic User allows a user zero access to edit any records or features of any kind. Basic User permissions best correspond to End User permissions. Please see exceptions in Appendix B: User Permissions. Power User allows a user access to edit some features and modify data. Power User permissions best correspond to Supervisor / Administrator permissions. Please see exceptions in Appendix B: User Permissions. System Administrator allows for extensive Write access throughout the solution and should only be allowed to those who have had the necessary training. System Administrator permissions best correspond to Regional Administrator permissions. Please see exceptions in Appendix B: User Permissions. Additional features such as Query Designer and Setup Data Management are only available to STOR Region 4 Administrators. All other features are only available to Eccovia s staff. Please note that you can only give Tool Access Permissions that you have to other users, for example, if you have access to Data Explorer, you will be able to give that access to another user or to a new user you create. The next section asks for Additional System Access, which allows you to select from checkboxes indicating what type of user this individual is. Hover over the blue question mark icon for tool tips to elaborate on what checking that box indicates. Feature Access determines if this user has access to Administration features, such as merging clients from all organizations or just their own organization. Do not check the Licensed Content checkbox, DSM-5 codes are not in use for this implementation. Page 6

Each account is also required to have an Accepted License Agreement for the system. If this box is not checked, the system will prompt the user to read and accept the agreement at the time of their first log-in. If you check Required Password Change at Next Login, users will be required to change their password next time they login to ClientTrack, once the user s password has been changed this checkbox will be unchecked. The User Password must follow the criteria listed on the form as seen in the image above. The password will be verified by re-typing it into the Confirm Password box. Generally, as the administrator, you will set a generic password for the user and leave the Require Password Change at Next Login checkbox selected. On the user s first log-in using said generic password, ClientTrack will prompt them to immediately change their password to one of their choosing. In the event that it is needed password retrieval is accomplished through the use of a Security Question and Answer combination. As the administrator, you can leave this field blank and users will be prompted to complete this information in order to activate password recovery options when they first log in. While editing a user account, administrators are unable to view security answers or password information. Page 7

ClientTrack includes a built-in, powerful issue support system. Use the Support Issues Capability to select how this user can interact with the Issue system. The options are as follows: o o o 0 Unable to Submit Support Issues: The user will not be able to access the Issue Submission form in the system. 1 Able to Submit Support Issues Internally: All users will be assigned this setting, allowing them to submit their issues, questions, and suggestions to the system administrator. You can then triage what is submitted, fix those items you deem relevant, and forward issues which require additional support to the Eccovia Solutions Support Team. 2 Able to Submit Issues to ClientTrack: Users with this setting assume the role of transmitting requests directly to the support team. This option is limited to STOR staff only, who will have control over which changes are authorized to be made by the Eccovia Solutions Support Team. Internally submitted issues can be assigned to STOR or Regional Administrators to address. Check the Can Be Assigned Support Issues box if this user has the necessary knowledge and skillset to properly address issues within the system. Note: Navigate to System Properties menu option in the System Administration folder in order to identify one or more email addresses that should automatically be notified when new issues are submitted. These email addresses usually correspond with the system administrator who will triage submitted issues. Best Practices To most effectively manage multiple user accounts, it is recommended that System Administrators adhere to the following guidelines: o o Upon determining that a user no longer needs access to ClientTrack, administrators should immediately change the user status to Inactive. The user will still be available as a filter for reporting purposes throughout the solution. After a user has been inactive for six months, administrators should delete the user account. Like most records in ClientTrack, this process maintains the user record, but prevents the user from appearing as a filter for reports, etc. Page 8

Changing User Passwords While users have the ability to retrieve their own passwords by way of the Password Recovery feature, administrators may also change user passwords. User passwords can be changed by going to User workspace, Setup Data Management menu group, User Management menu option. Click the Blue Action Button next to the user and select Change User Password. Users Locked out of the System In ClientTrack, users have 7 attempts to enter the right user name and password to log into the system. If users can t enter the right user name and password, they will be locked out of the system for 2 hours. This setting can be changed by Eccovia staff. In the log in screen, users can see how many attempts they have left to log in: After 7 attempts, user will be locked out of the system for 2 hours: Page 9

Administrators can unlock a user s account by going to the User Administration page and clicking on the Blue Action Button and clicking on Unlock User Account : Once you click on Unlock User Account you will see the following screen:. Page 10

CLIENT ADMINISTRATION While most client management tasks will take place through enrollments and intakes, system administrators have access to certain features to manage client records that other users will not. Clients The Client section of your Client Administration features allows you the ability to search all clients in the system and take necessary action that only a system administrator would have. To manage Clients on an administration level, navigate to the User workspace, Setup Data Management menu grouping, expanding the Client Administration option, and clicking on Clients. This form allows you to search for a specific client using multiple search fields. Once you have located the client of interest, the Blue Action Button allows you to Edit that client, Select that client which takes you to the client s dashboard, or Delete that client. Important to Note when Deleting Clients: Most of the deletions that occur in ClientTrack are considered soft delete meaning that the record still exists in the database but has had its status changed so it will no longer appear on search forms or reports. A system administrator has the capability of restoring a record if the soft delete occurred in error. Page 11

The Delete Client feature discussed in this section is a hard delete meaning that the Client record and all of their associated transactional records will be scrubbed from the database. There will be no opportunity to restore these records once the delete has occurred. Families The Families function of your Client Administration menu functions much like the Client function. Use this feature to search all Family accounts recorded in the system and take necessary action that only a system administrator would have. To manage Families on an administration level, navigate to the User workspace, Setup Data Management menu grouping, expanding the Client Administration option, and clicking on Families. This form allows you to search for a specific family using multiple search fields. Once you have located the family of interest, the Blue Action Button allows you to View Family Members in that family, Edit that family, or Delete that family. Merging Client Records ClientTrack client intake forms are constructed in a way to check for and warn against duplicate client entries into the system. While these precautions will prevent most duplicate client records from ever occurring, the system still includes the ability to merge two client records that are, in actuality, the same person. Page 12

Clients are merged by going to the User workspace, Setup Data Management menu grouping, expanding the Client Administration option, and clicking on Merge Clients. This page shows a history of all merges. You can search for clients to merge using the search fields. You can also filter your search by the Merge Status to ensure the individual you are searching for has not already been merged. To create a new merge, click the Add New button at the top of the page. Page 13

This form will require you to look up two client records. The Merge From Client is the client you are taking the transactional records from and moving to the other client. This client will be deleted once the merge is finalized. The Merge Into Client is the client you are moving the transactional records to. Please note, the merge will not affect the information recorded on the Client Intake record; it will stay consistent with whatever information was originally collected for the Merge Into Client individual. Once saved, this record will appear on the search form in an Unmerged status. To finalize the merge, click on the Blue Action Button and select the Merge option. Please note, once a merge is finalized, it cannot be undone. Page 14

EMPLOYER ADMINISTRATION As with the client and provider records, you have special access to manage the employer records in the database. You have access to delete erroneous employer records as well as merge duplicated employer records into a single record. Merging Employers Employers are merged by going to the User workspace, Setup Data Management menu grouping, expanding the Employer Administration option, and clicking on Merge Employers. The Merge From Employer transaction records will be transferred and re-associated with the employer selected in the Merge Into Employer field. The Merge from Employer will be soft deleted from the system once the merge is finalized. Once saved, this record will appear on the search form in an Unmerged status. To finalize the merge, click on the Blue Action Button and select the Merge option. Please note, once a merge is finalized, it cannot be undone. Deleting Employers The system deletes employers with a soft delete, meaning that they can be restored if deleted by mistake. Page 15

Employers are deleted by going to the Home workspace, Setup Data Management menu grouping, expanding the Employer Administration option, and clicking on Delete Employers. This form will allow you to search for the Provider to delete by both Employer and by Employer ID. Once the Employer to delete appears in the search results, click on the Delete icon next to that record to soft delete it. Note: With both Employers and Providers, you can navigate to the recycle bin in the top right corner of the form to view any records that have been deleted from these forms. If needed, records can be restored from this location. Editing Employers Employers information such as address, phone number or location can be changed or updated in the system as needed. Page 16

To edit an existing employer in ClientTrack, please follow these steps: 1. In the Employers Workspace, search and select the employer you need to update. 2. Then, click Edit Employer, and add and/or update all pertinent information, and click Save. Note: DO NOT change the employer name when editing an employer. If the employer name changes or a new employer needs to be entered, please refer to section Adding Employers. Page 17

Adding Employers The system includes a comprehensive pool of employers across the state of Texas; however, as needed, you may add new employers to the system. To add a new employer to ClientTrack, please follow these steps: 1. In the Clients Workspace, select the Job Placement tool, which is under the Employment Program. 2. Then, click Add New Job Placement and, in the next screen, click the magnifier. Page 18

3. Search the employer in the system first, by either using Employer, Address, City, State or Zip Code. If the employer already exists in the system, double click on the employer s name, and continue entering the data as needed. 4. If the employer does not exist in the system, click on Add New and complete all the required information. Then, click Save to add the new employer to the database. Page 19

Note: To add a new employer, you can also use the tool Add New Employer that is located in the Employers Workspace. Page 20

APPENDIX A: TECHNICAL SUPPORT Your ClientTrack database includes a compressive ticket submission and management system. This system enables users and administrators alike to ask questions, make suggestions, or report issues from within the ClientTrack application. Reporting Problems To Report an Issue within the database, simply navigate to the relevant area of the application in which you are experiencing an issue, and select Help in the top right hand corner of your screen. You will be presented with a dialogue box designed to guide your request for help. Once you click to report an issue, ask a question, or make a suggestion, you can then complete basic information about your request including a description, a screenshot, and information about how to best contact you for further clarification. Report an Issue should be used to share information about functions or tools within ClientTrack that are not working appropriately. Make a Suggestion should be used to share ideas about system improvements, i.e. a wish list for improvements. Your local System Administrator is alerted upon submission of your issue. If they are unable to fix the issue themselves, they can submit the ticket to Eccovia Solutions for further assistance. Issues submitted to the support team are reviewed within five business days and assigned to a Technical Support Engineer to be resolved accordingly. Eccovia Solutions will work to resolve the issue until it has met the user s satisfaction. Technical Support Engineers will then close the issue ticket after the fix has been applied. Page 21

APPENDIX B: USER PERMISSIONS The following instructions explain how to manage users based on their access level and particular permissions as either an End User or Supervisor / Administrator. For All Users, do the following: 1. Search for the user by entering either the user s first name, last name or email address. 2. Click on the Blue Action Button next to the user s name, and choose Edit User. Page 22

3. Confirm that the user s Name, Email, Owning Organization, Workgroup and Active Status are accurate. 4. If the user is active, select Active from drop-list menu. If the user no longer needs a ClientTrack account, select Inactive from the drop-list menu. 5. Follow additional steps outlined below depending on whether a user is an End User or a Supervisor / Administrator. Page 23

For Users with End User permissions, complete the following steps: 1. If the user s workgroup is End User, go to the Tool Access Permissions section, click Basic User in the templates window. Then, under the IDEA group, go to Data Explorer and select None. 2. Make sure that all boxes next to the Additional System Access and Feature Access are NOT checked; then click Save. Page 24

3. Click the Blue Action Button again, and select Choose Workgroups. 4. Make sure that each user has only one workgroup. Delete any additional workgroups if there are any, and then click Save and Close. Page 25

5. Click on the Blue Action Button again, and choose Organizations. 6. Make sure the user has only one security organization. Delete any extra security organizations if there are any, and click Save and Close. Page 26

For Users with Supervisor / Administrator permissions, complete the following steps: 1. Go to the Tool Access Permissions section, click on Power User in the templates window. Then under the IDEA group, go to Data Explorer and select None. 2. Within the Feature Access section, check the box next to Merge Organization Clients; then click Save. Page 27