ClientTrack User’s Guide - Coalition for the Homeless of … 1 of 34 COALITION FOR THE HOMELESS OF...

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COALITION FOR THE HOMELESS OF HOUSTON/HARRIS COUNTY

ClientTrack User’s Guide

Based on ClientTrack 2010

This document contacts an overall user’s guide for basic client entry into ClientTrack. User’s are provided with an overall scope of how to enter and exit clients; check them into and out of housing; as well as basic case management functions.

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Contents Getting Started:..................................................................................................................................................... 3

Elements of Successful Collaborations ............................................................................................................ 3

Workstation requirements ................................................................................................................................... 4

Logging In .............................................................................................................................................................. 4

Getting Around ClientTrack ................................................................................................................................ 6

Client Tab................................................................................................................................................................ 9

Creating a Client Record ......................................................................................................................................... 9

Client Intake (ENTRY) ......................................................................................................................................... 11

MASTER ASSESSMENT .................................................................................................................................... 13

ENROLLMENTS ................................................................................................................................................. 16

EXIT A CLIENT .................................................................................................................................................. 18

Exit the Enrollment ............................................................................................................................................... 21

Exit Services ......................................................................................................................................................... 21

Case Notes ............................................................................................................................................................ 23

Services ................................................................................................................................................................. 25

Goals ..................................................................................................................................................................... 28

Housing Management ........................................................................................................................................... 30

Client Check In ..................................................................................................................................................... 31

Family Check In Option........................................................................................................................................ 33

Definitions............................................................................................................................................................. 34

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Getting Started:

Elements of Successful Collaborations

Implementing ClientTrack successfully requires the consideration of a combination of elements. Implementing a community collaborative system like ClientTrack is not enough to insure success. The underlying culture and structure of your community must be supportive of a collaborative effort. We have identified below ten key factors you should consider as you implement ClientTrack.

Common Goal Teams need to have a clearly defined, common goal to provide focus and motivation for participation. Teams with clearly defined goals for collaboration are more successful than those without. Not only should the goal be clear, but users also need to buy-in to the importance of the goal. This does not mean just management buy-in, but buy-in from all users. Rules of Engagement Rules of engagement refer to the procedures and regulations by which users abide in their use of ClientTrack. These rules should encompass a wide range of activities, including how and what information to share, and the type and frequency of communication among groups. Team Rewards If existing organizational reward structures focus on individual performance, specialized expertise, or individual information access, it may be difficult for workers to justify their participation in collaboration systems. The incongruence between reward structures and collaboration goals creates a tug of war that frequently contributes to the failure of collaborative software. Groups should focus on team, rather than individual, accomplishments. Process and Workflow Most organizations approach collaboration issues from a technology rather than a process approach, allowing specific software systems, rather than a business need, to drive the initiative. However, organizations that start out with a technology solution and then look for a problem to solve are destined to fail. While managers often assume that the installation of software alone will create change, experience has shown that, unless the culture, processes, and structure of an organization support information sharing, software alone is unlikely to change existing practices or jump-start collaboration activities. Addressing the process aspects of collaboration is a painstaking and time-consuming task. For most organizations, collaboration means change. Expect significant debate surrounding collaboration efforts as part of the examination of the merits of existing practices and alternatives for future solutions.

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Mutual Benefit The disparity between the perceived benefits of participating in collaboration systems and the burden placed on users to effectively support the system is a leading cause of groupware failure. Feeding, updating, and monitoring information that resides on collaborative networks can be very labor intensive. If users do not perceive a direct benefit to themselves or their organization for this resource expenditure, they probably will not make the investment. Therefore, it is critical to understand whether all users buy-in to the value of their participation on the system. Groups should strive for balance between perceived effort and benefit. Training Training is one of the easiest ways to bolster the success of collaborative software. Training is, in fact, a mechanism to market the tool to users. Without users' buy-in to the potential value of the tools, their participation—that is the very essence of collaborative software—is unlikely. Training should occur in the context of realistic scenarios. Trust Trust is central to an effective collaborative effort. The effectiveness of a group is dependent on an underlying network of social relationships of which trust is the most important ingredient. Develop trust through open communication and a clear understanding of the processes and rules for sharing information. Management Support Garnering management support for collaboration tasks and systems to support those tasks should occur early in the planning phase with definition of the initial goals of the collaboration effort. Obtain support from all levels of management. It is also important to identify a management champion for the project. This individual can broker support from their colleagues. Critical Mass Lack of critical mass is a major cause of collaborative systems failing. Low system use results in insufficient data and communication problems because the right people are not online. Incomplete data and communication links create frustration on the part of active users who often choose not to use the system further, thus, creating even lower system use and further data and communication problems. ** Portions of this section adopted from IC Collaboration Baseline Study Report by Tamara Hall, PH.D., Office of Advanced Analytic Tools, CIA

Workstation requirements

Microsoft Internet Explorer 7.0+ or Firefox 3.0 +

Logging In

To access ClientTrack, you will need the URL, or web address, for your ClientTrack installation. https://www.empoweredsg.net/HC_Harris

Logging In Enter your user name and password. If this is the first time you login, use the temporary password assigned to you. You can change your password under the “My Configuration” option on the Home Tab. This password is yours only. If you are logging in for the first time, you must also agree to the terms and conditions before continuing. o Passwords must be 8 to 12 characters in length and must contain at

least one number, one non-letter, and one capital letter somewhere in the password.

o If you forget your password, notify your agency administrator to receive a new temporary password. You can change it also, but it cannot be one of the previous six passwords used.

Permissions Assigned to each user is a set of permissions. Your user level,

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workgroup, and organization determine what you can see and do within the application.

Security Security is of the utmost concern when using ClientTrack. Your database contains sensitive client data that you guard. Please take great care to insure that your password is secret (known only to you). Do not share your password or account with another user. Do not write your password down-memorize it. Never let your browser store your password. Having the browser remember your password is exactly equivalent to telling your password to everyone in the office. If you see a prompt offering to save your login information, always answer 'no' or 'never for this site.' If you inadvertently allow your password to be stored, you should erase the stored password right away.

Logging off You should log out of the system anytime you walk away from your computer. To log out, click on the “Sign Out” link located in the upper right area of the screen.

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Getting Around ClientTrack Home The first screen you see after logging in is the Home page. The ClientTrack logo is on the top left and right hand side of the screen and the name of your Organization and Workgroup are in the middle of the screen. If you have permission to enter data for more than one Organization or Workgroup, click on “My User Configuration” to enter data as another. All of the above information is located in the dark gray portion of the Home Tab.

Navigation The tabs and links to other areas of ClientTrack are on the top banner. This is where the Home Tab is located. The Program Navigation Panel is on the left. In the Program Navigation Panel, users will navigate to the different areas to perform their daily case management tasks, such as client intakes, assessments, services and referrals.

Figure 1: Home Tab

Navigation Icons:

Action Wheel Displays a list of available actions

Delete Delete a record

Edit Edit a record Find Search records Date/Calendar Displays a clickable calendar to facilitate date entries

Family Navigation among family members’ information.

Notification Displays when an alert has been posted concerning the client. The urgency of the notification is displayed by color. Red = Urgent

Tabs (Determines folder

options and dashboard view)

Dashboard

Folders (highlighted folder is

current view)

Sign

Out

The Program Navigational Panel operates similar to Microsoft Outlook. When you click on the various menu items, such as Reports, Case Management, & Homeless the selected menu moves to the top of the panel

just below Favorites.

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Yellow = Normal Green = Non-urgent

Report Run a report Workflow Begin a workflow

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CLIENT ENTRY Intake

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Client Tab The Client Tab allows you to create a client profile for each client your agency sees, assess the needs of each client, create a case plan, and record services and referrals made as well enabling you to generate reports based upon the information entered about your clients. Creating a Client Record

To begin, click on the Client tab. Notice how the tab turns white. The white tab will indicate where you are in the ClientTrack application. The front screen of the Client Tab allows you to search for an existing and create a new client record. ClientTrack will search the database for an existing client record before creating a new record for your client. This helps insure against the creation of duplicate records. Searching for a client During the intake process, new clients are first added to the ClientTrack database. The initial step involves searching the database to see if the client is already in the system. Then, you will enter basic client demographic data, which will help you accomplish specific assessments and provide the client with essential services. 1. Upon initial entry into ClientTrack, this is what you will see on the Client Tab. There will be no actual menu

options until you have worked with an actual client. Figure 2: Clients Tab--Initial Entry

2. You should begin by clicking on Find Client. Note that the first and last names are the only requirements to

search for a client. a. When you search for a client, if there are no possible matches in the system you will the message “No

Results Found” b. If there are no matches then proceed to the next section—Client Intake

Figure 3: Find Client

c. If there are possible matches you will see them listed as on the picture below. d. If that is your client then click on the client’s name and proceed. The client’s profile will then appear.

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Figure 4: Results of Find Client

Figure 5: Client Profile

Client

Dashboard

Additional Folder Options

(highlighted folder is

current view)

Client

Information

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Client Intake (ENTRY)

NOTE: ALL REQUIRED DATA IS NOTATED WITH A RED ASTERISK (*)

Program Data (HUD) and Program Data-Exit (HUD)—required workflows for programs receiving HUD funds. If program has to submit an APR, these are the ONLY workflow options for entering and exiting clients. Universal Data (Non-HUD)—workflow for programs NOT receiving HUD funds. This workflow will capture all REQUIRED universal data elements (UDE). The Client Intake is comprised of five steps:

Figure 6: Begin workflow by adding new client using current client

Step 1: Search for client First and last name only requirements to search for client. However, entering the client’s social security number will help narrow down accurate client if in ClientTrack. It is also possible to enter a partial social security number.

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Step 2: Client Intake If client not in ClientTrack, enter all required information:

SSN Quality

Birth Date

Birth Date Quality—new field…reflects if client’s full/actual DOB has been reported or an approximate/partial DOB

Gender Step 3: Family and Contact Information

Relationship to Head of Household

Zip Code—refers to location where client receives mail not last permanent residence

Emergency Contact—if client has one Step 4: Demographics

Ethnicity

Race o For a client that identifies as more

than one race, select each applicable race

Language

Citizenship Status

Step 5: Information Release and Security Setting is defaulted to share intake globally. Make sure date accurately reflects client intake date.

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MASTER ASSESSMENT

Once the intake process is complete it’s time to complete a Master Assessment record which ties together a number of separate, detailed assessments/data elements to a single process. For example, if you are creating and Entry Type Master Assessment and activate this record, the data elements you record while this assessment is active will be tied to the entry. To create an assessment, record the following information:

Assessment Date

Assessment Type: o Entry o Exit o Follow Up

Other

Program

Assessor—will always default to current case manager

Geo Code—indicative of the client’s permanent residence prior to program entry

Assessments

As you begin your assessments, on the left side of your screen the various assessments to be completed will open (this list will vary depending on your workflow and workgroup, i.e. customizations). The blue ( ) checkmark indicates that particular assessment has been completed. The green () arrow indicates the assessment on which you are currently working. The red () circle indicates the next assessment to be completed.

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Universal Data Assessment

Assessment Date

Veteran Status

Disabling Condition

Prior Residence—based on client’s living arrangements the night before entry into your program

Length of Stay—refers back to client’s prior residence

Housing Status—should tie back to prior residence at program entry. ONLY choose “homeless” if client meets HUD’s definition of “homeless”.

Prior Zip Code—refers to the client’s last stable residence of at least 90 days.

Zip Code Quality

Chronic Homelessness Assessment Client must meet a condition in all three sections to be considered chronically homeless Once options are selected the answer will automatically become “Yes”—if applicable Barriers/Special Needs When barriers selected restriction defaults to “Share with ROI/MOU.

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Domestic Violence If answer is yes, another question will appear about last time occurred. Note the default security option is Share with ROI/MOU. Restrict to Organization would have to be selected to restrict the information to your organization only.

Financial Assessments

Assessment Date

Income Received—if yes select type and enter amount

Non-cash benefit—if received select yes. o Once finished on this page select

“Save”, screen will automatically refresh and move onto Non-cash Benefits options if answered yes

o For the “Amount” category enter “0”

Cash

Benefits

Non-Cash

Benefits

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Employment Assessment If client is employed other questions are asked. The question then become “Hours worked” Education Assessment ClientTrack determines which education assessment to make visible. If the age of client reflects a child, someone under 17 years, a Child Education Assessment will appear (with relevant questions). Health Assessment Pregnancy question only asked on female clients.

Once the assessments are complete, you have the option to add family members. If you add family each person will need the above assessments completed. In no family is added begin the enrollment process.

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ENROLLMENTS

This process allows you to enroll your client into a particular grant and program. The following information must be captured:

Enrollment Date

Case—automatically defaults to head of household

Grant

Program

Relationship to Head of Household If the client has family that has been added, you have the option to enroll them or pick certain members to enroll. If no family has been added then this step is completed. When you have completed the entire process you will receive the following message:

Client Dashboard after the enrollment process

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EXIT A CLIENT When exiting the client, use the Program Data Exit workflow. Through the exit workflows, the previously entered information to be updated to reflect the client’s status as of program exit. This also exits the clients enrollment from the program. Step 1: Master Exit Assessment

Step 2:Universal Data Elements Begin the process of updating the Universal Data Elements on the client. Feel free to use the “Default Client’s Last Assessment”. This will auto-populate the client’s answers from entry. Make sure to change any answers to reflect the updates. a. If exiting a client’s family members the “Default information from Head of Household” works the same way.

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Step 3: Barriers

If barriers were presented upon the client’s entry, ClientTrack will present these issues first to address. This is where you can record any updates to the barriers at entry.

If no barriers were present upon entry, you will still have an opportunity to add them if present upon exit.

Step 4: Financial Assessment

If no change from entry assessment use “Default Last Assessment” button

If there are changes, answer accordingly

Remember if you answer “Yes” to non cash benefits, once you click save at the bottom of the screen, the page will refresh to the non cash benefits page to allow entry.

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Step 5: Employment Assessment Update the information as it relates. If no updates use the “Default Last Assessment” button Step 6: Education Assessment Update accordingly or default last assessment

Step 7: Health Assessment

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Exit the Enrollment

1. Select the edit icon—new options will appear. 2. Select “Exit the Enrollment” and proceed with exit process

Exit Services

These are services provided to client upon exit from the program. This does not include services provided to the client during program enrollment.

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CASE NOTES

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Case Notes To record client Case Notes in ClientTrack: On Clients tab in the Case Management section, click Case Notes.

Select a Template from the dropdown menu.

ClientTrack automatically inputs the current date and the name of the user into the Entry Date and Case Manager Fields. Verify that the information is correct.

Type the text in the text field. There are a variety of options in the text editor, including fonts, spell checking, and printing in the toolbar.

If Read Only is checked, no one will be able to delete or edit the case note until the read only checkbox has been unchecked.

Set a Restriction if desired.

Click Save. Selecting a Case Note to View or Print

To View or Print a case note check the box next to the desired notes and click the print button on the top right side of the page.

The screen will display the saved Case Notes for viewing.

To print the Case Notes click on the Print button.

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SERVICE ENTRY

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Services To access the Services area of ClientTrack: On the Case Management menu of the Clients tab, click Services. Record One Service To assign Client services individually: Client tab>Case Management menu>Services>Add New

Record Multiple Services at Once 1. On the Client Services page, click

Quick Service. 2. On the Quick Services page, select the

appropriate Screen filter and Grant from the dropdown menus. 3. Record each Service provided to the Client by checking the checkbox next to the

particular Service. 4. Type the number of service Units provided to the Client and the Unit Cost, $/Unit.

Depending on your organization’s setup, the unit cost may appear automatically. 5. When finished recording services corresponding to the parameters entered at the

top of the page, click Save Selections. 6. To record Services provided under a different set of parameters, repeat steps 2-6. 7. When finished recording Services, click Finished.

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Quick Service Multiple Clients 1. Program Enrollment—select the program for which the clients to receive services are enrolled. 2. Grant—select the grant from which service will be given to clients 3. Service—select service provide to clients 4. Service Date—make sure the correct service date is listed. 5. Unit of Measure—select option which best describes how service will be calculated 6. Unit Value—how much service is worth 7. Location

NOTE: THE QUICK SERVICE MULTIPLE CLIENT FEATURE IS ON THE HOME TAB

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CLIENT GOALS

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Goals Record One Goal Client tab>Case Management menu>Goals

On the Client Goals page, click Add New or Quick Goals. Record Multiple Goals at Once

1. To assign multiple Client goals quickly: 2. On the Client Goals page, click Quick Goals. 3. Select the appropriate Screen and Goal Type from the dropdown menus. These menus are a method to

filter goals, and they are configured by the System Administrator. 4. Check the box next to each Goal you would like to assign to the Client. 5. To link goals to an Enrollment in a specific program, select the program in the Enrollment dropdown menu. 6. To assign all goals on the page to the Client, check the box next to Goal. 7. Enter a Target Date and any Comments. 8. Click Save.

After Client goals have been recorded, the Client Manager can edit the goals, establish an action plan to achieve the goals, track goal progress, and record a service for the goal.

To access these options, on the Client Goals page, click the Edit Icon next to the goal. To change any previously entered information concerning the goal, click Edit.

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Housing Tab

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Housing Management Shelter and Transitional Housing processes are located on the Housing tab of ClientTrack. The Housing Management menus enable users to check availability, view current residents, and check clients into housing facilities. Housing reports are available in the Housing Reports menu option. There are various methods to access housing information in ClientTrack. When an individual facility has been selected, it is displayed in the entity area, the same as a client. To locate a housing facility in ClientTrack: On the Housing tab, at the top of left navigation panel, click View Facilities.

Figure 7: View Facilities

NOTE: Holding the mouse cursor over a facility will also display availability in a new window in the lower right corner of the right navigation panel.

Click on the selected facility. o Clicking on the facility name will make that facility the current entity and display additional details,

including a breakdown of individual units with information such as the type of rooms in the facility and the ages and gender of clients that may occupy them.

Additional

Details

Additional

Details

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Client Check In

There are four ways to check in a client in ClientTrack. On the Housing tab do one of the following: 1. Click View Facilities

a. Clicking on View Facilities will display the Housing Facilities page. Scroll to your desired facility and click Check In.

2. Click Current Residents a. Click on Current Residents will display a list of the residents currently residing in the facility. Click

“Add New” to add client(s).

3. Click New Reservation/Check In a. Clicking on New Reservation/Check In will display the rooms/apartments for the current facility

entity. Click Check In for the specific room/apartment where you want to check in the client.

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4. Click on Housing/Unit Icon

a. Once on the previous page click on the housing icon and it will open and display to beds in the room. b. Right click on an available bed and select “Check In”.

Check In Form Once one of the previous options have been chosen you will arrive at the check in form. The information on the form may vary based on housing type (i.e. emergency vs. transitional) Complete the form providing the required information:

Facility (which should be automatically selected)

Room—leave blank if entering client into overflow and there is no space available in the desired room.

Bed—leave blank if entering client into overflow and there is no space available in the desired bed.

Check in Date

Check out Date—if known in advance can be entered upon entry (otherwise to be entered when client exits)

Client—use the look up feature to find client to check in

o Social Security Number, Date of Birth, and Gender will auto-populate once client selected

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Family Check In Option

When checking in a family that has been enrolled together the family check in option can be used. To begin, click on Family Check In option in the Navigation pane.

1. Using the look up, enter the last name and first name for the Head of Household and select Search

2. Possible matches will appear at the bottom of your screen.

3. Select the Head of Household for your client and then Refresh. The other family members will appear below. Verify the check in date is correct. Select the appropriate room and bed for each family member, including the Head of Household.

NOTE: IF CHECKING IN MORE THAN ONE FAMILY, USE THE “SAVE SELECTIONS” OPTION AND REPEAT THE PREVIOUS THREE STEPS. ONCE ALL FAMILY MEMBERS HAVE BEEN CHECKED IN, SELECT FINISH.

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Definitions

(Provided per HUD’s March 2010 updates from hmis.info)

Literally homeless includes people who at program entry or program exit are in one of the following:

places not designed for or ordinarily used as a regular sleeping accommodation for human beings, including a car, park, abandoned building, bus or train station, airport, or camping ground;

a supervised publicly or privately operated shelter designated to provide temporary living arrangements (including hotels and motels paid for by Federal, State, or local government programs for low-income individuals or by charitable organizations, congregate shelters, and transitional housing for homeless persons;

a hospital or other institution, if the person was sleeping in an emergency shelter or other place not meant for human habitation (cars, parks, streets, etc.) immediately prior to entry into the hospital or institution;

fleeing a domestic violence situation Imminently losing their housing includes people who at program entry or program exit meet one of the following conditions:

are currently housed and not literally homeless, per above definition;

are imminently (impending, occurring at any moment) losing their housing, whether permanent or temporary;

have no subsequent options identified; and

lack the resources or support networks needed to retain current housing or obtain temporary or permanent housing.

Examples include the following:

Being evicted from a private dwelling unit (including housing they own, rent, or live in without paying rent, are sharing with others, and rooms in hotels/motels not paid for by Federal, State, or local government programs for low-income individuals or by charitable organizations

Being discharged from a hospital or other institution;

Living in housing that has been condemned by housing officials and is no longer considered meant for human habitation;

Unstably housed and at risk of losing their housing includes people who at program entry or program exit meet one of the following conditions:

Are currently housed and not literally homeless or imminently losing their housing, per above definitions;

Are experiencing housing instability, but may have one or more other temporary housing options; and

Lack the resources or support networks to retain or obtain permanent housing

Housing instability may be evidenced by:

Frequent moves because of economic reasons;

Living in the home of another because of economic hardship;

Being evicted from a private dwelling unit (including housing they own, rent, or live in without paying rent, are sharing with others, and rooms in hotels or motels not paid for by Federal, State, or local government programs for low-income individuals or by charitable organizations);

Living in a hotel or motel not paid for by Federal, State, or local government programs for low-income individuals or by charitable organizations;

Living in severely overcrowded housing;

Being discharged from a hospital or other institution; or

Otherwise living in housing that has characteristics associated with instability and an increased risk of homelessness.

Stably housed includes persons who are in a stable housing situation and not at risk of losing this housing (i.e. do not meet the criteria for any of the other housing response categories, per above definitions).

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