ClientTrack 101

1. ClientTrack 101 • Feb. 5, 2019 Jon Magee & Ambra Noble

2. Agenda • First Time Logging-in Tips • Searching for Pre-existing Clients • Duplicate Clients • Capturing Accurate "Living Situation" Data • Enrollments vs Assigned Cases • Case Members vs Family Members • Information Releases • “Regular” Reports vs Exports • Training Videos • Issue Tickets • HUD resources for new HMIS users

3. First Login Tips • Pop-up Blockers might cause problems with initial login. • Do not save your password in your web browser.

4. First Login Tips • Create a security question immediately. Step 1 Step 3 Step 2 Step 4

5. First Login Tips • Having a security question will allow you to reset your password yourself:

6. First Login Tips • Pinning the menu open. • Switching Workspaces. • If you do get locked out, contact your CoC Admin. • If you don’t get assistance this way, you can email DCA at: GAHMISSupport@dca.ga.gov

7. Searching for Pre-Existing Clients • Because it’s a shared database, very important step. • Search for clients using “Find Client” form. • Search by SSN first, if client is not found, blank out SSN and search by birthday, then finally by name. Step 3 Step 1 Step 2

8. Searching for Pre-Existing Clients • The "Active Cases" or "Current Enrollments" form will help you easily pull up clients you’ve already enrolled.

9. Duplicate Clients • When found with incorrect demographics, correct SSN, birthdate, and name; IF YOU CAN VERIFY IT’S THE SAME PERSON. • When found with matching demographics, these will be de-duplicated within a few days, no need to submit issue ticket. • Use Edit Client            or • Household Members form to correct. • Go ahead and enroll, add services, casenotes, etc. while still duplicated (This data will be merged).

10. Capturing Accurate "Living Situation" Data • Very Important, helps calculate Chronic Homeless Status. • Take your time getting client’s answers. • Ask follow-up questions to help clients understand question; i.e. For the “Approximate Date Homelessness Started”, you could ask “When was the last time you had housing?”. • Use previous HMIS data to help jog people’s memory; i.e. “I see you stayed in an ES 6 months ago, were you housed between then and now?”.

11. Enrollments vs Assigned Cases • Their purpose: • Enrollments are what count for all reporting. • Assigned Cases are for organizing case loads.

12. Enrollments vs Assigned Cases • How they work • Enrollments happen when you do an intake. • Case assignments can happen when you do an intake. • By default, assigns case to user performing intake (if they have “Case Manager” permission). • Or, a different user within the agency can be selected. • Can also be added manually through “Case Load” form.

13. Enrollments vs Assigned Cases (cont.) • How they are removed: • Enrollments will go inactive when they are exited. • Assigned Cases can go inactive when they are exited. • By default, the “End Case Assignment” button is checked while exiting. • They can also be removed manually through “Case Load” Step 2 Step 1 Step 3

14. Enrollments vs Assigned Cases (cont.) • How they can be monitored: • “Current Enrollments” will show current enrollments, and you can also verify on client’s dashboard. Client's Dashboard

15. Enrollments vs Assigned Cases (cont.) • How they can be monitored: • “Active Cases” (on user dashboard and menu item), “Case Load”, and “Case Load Reassignment” form let you see assigned cases. User Dashboard (Scroll toward bottom after logging in)

16. Case Members vs Family Members • When clients are created, they are put into a “Family”. • This is determined on the “Family Members” form within intake.

17. Case Members vs Family Members • Family members can be viewed after the family is created by clicking on “Household Members” form.

18. Case Members vs Family Members • As well as by clicking on the Family Members "Icon" at the top-left of the screen from the Client workspace.

19. Case Members vs Family Members • When a client is enrolled, they are put into a “case” with “case members”. • This is determined on “Program Enrollment” form within Intake.

20. Case Members vs Family Members • Case members can be viewed after an intake is completed, by clicking the action button beside the enrollment, and clicking “View Case Members” from the client's dashboard.

21. Case Members vs Family Members • These do not have to mirror each other, and it’s fine if they are different. • Case Members is what counts for all compliance reporting. • Family Members is more for organizing purposes.  

22. Information Releases • A client's "Information Release" is what tells the system how the client record should be "shared". • By default, a client's Information Release is set to only share the basic "client" record, no transactional data. • For a client's transactional data (Enrollments, services, etc.) to be shared, a proper consent form must be signed, and then the appropriate selection made in HMIS.

23. Information Releases (cont.) • After enrolling client, go to “Information Release” on client and update to match signed consent form; regardless if you created the client or not.

24. Information Releases (cont.) • If there are multiple family members, using “Household Members Information Release” is the quickest way to update their information release.

25. “Regular” Reports vs Exports • “Regular” reports • Reports that can be ran instantly (or within a few minutes of loading), and results can be viewed within the system. • Exports • Queued up, ran in order they were received. • Have to be downloaded, and viewed in excel.  

26. “Regular” Reports vs Exports (cont.) • Reports that use Exports: • APR, HUD DQ Detailed, SSVF, RHY, ESG CAPER, PATH. • Export Settings: • “Encrypt Export” adds a password to the export you will download. The purpose is to keep the file secured if you plan on storing it in an unsecured way. • If you encrypt the export, be sure to remember password you use, as it’s set on each export you run (and isn’t necessarily your ClientTrack password).

27. “Regular” Reports vs Exports (cont.) • Encrypting Exports (cont.): • Encrypting exports can cause issues with virus software. If this is the case, work with your local IT, or set export to not be encrypted (just be sure to security delete file when finished with it). • Encrypted exports download as an “.exe” file, and have to be extracted, and then manually zipped before submitting.

28. “Regular” Reports vs Exports (cont.) • “File on Server” • Located on "Home" workspace, within "GA HMIS Reports" menu group. • Finished Exports stay here. • Link at top of form allows you to view queued exports (if it has error status, submit issue ticket).

29. “Regular” Reports vs Exports (cont.) • “File on Server” (cont.) • Clicking the paper/green arrow icon downloads export. • It’s safe to leave them stored here, regardless of encrypted or not. • Will auto delete within a year. • Good idea to delete these from time to time, to avoid confusion. Downloads Export Deletes Export

30. Training Videos • The initial training video is available on DCA’s Youtube channel, as well as broken into individual ones. • There are more training videos available than just the ones required for new user training. • Please give us suggestions (you can submit an issue ticket) on ways we could improve our videos, or new videos we could create. • https://www.youtube.com/channel/UCQn_zKD8Fo0SvAsL6Oxqa6Q/videos

31. Issue Tickets • Submitting: • Submit issue tickets when you are having a problem, by clicking the "Help" button in the top-right of ClientTrack. • Regardless if you submit a “Issue”, “Question”, or “Suggestion, they go to the same place. • System Admins assign issue tickets to CoC Admin based on “Primary CoC” of agency.

32. Issue Tickets Include a good summary, basic details of issue, but don’t include PII. Include more details in body, perimeters for reports, ClientID’s, what steps you took, etc. Copy/paste, or attach screenshots or reports if helpful. Verify that contact information is correct.

33. Issue Tickets (cont.) • After Submitting: • Watch for email notifications. • Check SPAM folder/whitelist “clienttrack.com” • “My Submitted Issues” form: • Can be found on Home workspace, under "My Clienttrack" menu. • Allows you to add follow-ups, check on status, close out ticket yourself, etc.

34. Issue Tickets (cont.) • “My Submitted Issues” form (cont.) Clicking the "Pencil" icon next to issue allows you to view the ticket and all comments. If you need to reply back to a comment, or add additional info to the ticket, click "New Note" If the issue is no longer an issue, or has been fixed, please close it out.

35. HUD Resources for HMIS Users • HUD Data Standards Manual (April 2018) • Covers basic HMIS data elements. • www.hudexchange.info/resource/3824/hmis-data-dictionary/ • HUD Data Dictionary (March 2018) • A more technical document. • Contains sections specific to SSVF, RHY, ESG, etc. • www.hudexchange.info/resource/3824/hmis-data-dictionary/ • HUD Program Manuals • Manuals specific to PATH, HOPWA, VASH, RHY, etc. • HUD Data Scrolls: • Explains how data elements should be collected for HMIS • hudexchange.info/programs/hmis/guides/data-element/intro.html

36. Questions?