ServicePoint 5 - United Way of NC · Web viewYou should create separate programs if an agency has multiple programs and the programs have separate locations or differing intake or

NC 2-1-1GUIDE FOR DATABASE

MANAGERS

NC 2-1-1 Guide for Database Managers

ContentsSTRUCTURE OF THE NC 2-1-1 DATABASE............................................................................................................. 3

IMPORTANT GUIDELINES.................................................................................................................................... 3

REFERENCE GUIDE TO FIELDS / FUNCTIONS......................................................................................................... 4

SERVICEPOINT HOMEPAGE................................................................................................................................. 5

LOGIN AND PASSWORD...................................................................................................................................... 5

NAVIGATION....................................................................................................................................................... 6

ADMIN PROVIDER SECTION................................................................................................................................. 6

EDITING EXISTING AGENCY / PROGRAM RECORDS.................................................................................................6PROVIDER PROFILE HEADER...........................................................................................................................................9PROVIDER PROFILE.....................................................................................................................................................11AIRS OFFICIAL UPDATE...............................................................................................................................................11DESCRIPTION.........................................................................................................................................................12LOCATION, CONTACTS AND ADDITIONAL INFORMATION.....................................................................................13LOCATION INFORMATION.....................................................................................................................................13CONTACT INFORMATION..............................................................................................................................................14STANDARDS INFORMATION..........................................................................................................................................16

SERVICES TAB.................................................................................................................................................... 17

SERVICES PROVIDED....................................................................................................................................................19

MAINTENANCE TAB.......................................................................................................................................... 20

ADDING A NEW AGENCY/PROGRAM..............................................................................................................................20PROVIDER TREE.....................................................................................................................................................22

APPROVAL BIN.................................................................................................................................................. 23

EMAIL ADMIN................................................................................................................................................... 25

REPORTS........................................................................................................................................................... 29

PRE-DEFINED REPORTS................................................................................................................................................29CUSTOM REPORTS......................................................................................................................................................30EXAMPLE OF PROVIDER UPDATE LISTING........................................................................................................................36

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STRUCTURE OF THE NC 2-1-1 DATABASEThe NC 2-1-1 database is constructed in a hierarchal manner where United Way of North Carolina begins at the top of the structure with each participating local United Way is listed under them. Each local United Way then has all of their agencies and programs listed under them in the database structure. This structure creates a confidential and secure environment for information and referral purposes

Level 1 – State of North Carolina

Level 2 – NC 2-1-1

Level 3 – Local United Ways

Level 4 – Agencies

Level 5 – Programs

IMPORTANT GUIDELINES You should create separate programs if an agency has multiple programs and the programs have separate

locations or differing intake or eligibility criteria.

If you have a simple agency with only one program you will add it only at Level 4 and attach taxonomy codes at that level.

If you have a complex agency with multiple programs list the Agency at Level 4 without taxonomy codes and then list the various programs at Level 5 with taxonomy (Service) Codes

It’s easy to lose track of where you are because most screens look similar. Look at the top grey box on any screen to see what agency/program and level you are currently working with. The parent of that agency/program will be a blue hotlink below the agency/program name.

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State of North Carolina

North Carolina 2-1-1

UW / Local Partner UW / Local Partner UW / Local Partner

Agencies Agencies

Programs Programs

State of North Carolina

North Carolina 2-1-1

UW / Local Partner UW / Local Partner UW / Local Partner

Agencies Agencies

Programs Programs


REFERENCE GUIDE TO FIELDS / FUNCTIONS

Profile > Provider Profile

Functions: *Updating Information * = Required Fields*Description*Location Information (click on to display fields)*Contact Information (click on to display fields)*Additional Information (click on to display fields)

Profile > Standards Information

Functions: * Agency and Site Designations are required*Legal Status

Services > Search Term Information

Functions: Area Served – NC 2-1-1 Does NOT use this field*Geography Served - choose the counties or cities served* Services Provided – list only primary codes

Maintenance > Add Provider

Functions: Add Equivalent or Subordinate Providers – Scroll to the bottom of the page

Maintenance > Copy Provider

Functions: Copy information from one provider to others

Maintenance > Provider Tree

Functions: Opens up all subordinate providers. Click on the to open reveal subordinate providers

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SERVICEPOINT HOMEPAGE To open the ServicePoint database, open an internet browser, Google Chrome or Mozilla Firefox are recommended and navigate to URL:

https://sp5.servicept.com/sp5_nc211

LOGIN AND PASSWORD

User Name and Password Requirements

a. For individual onlyb. Responsible for actions taken during your login c. Temporary passwords good for one use; immediately prompted to changed. Passwords between 8-16 characters, with at least 2 numberse. Passwords are case-sensitivef. Must change passwords every 45 daysg. 4th failed attempt to log in, get message to contact administratorh. System timeout: Error Message will ask Log Off or Continue Session?

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https://sp5.servicept.com/sp5_nc211


NAVIGATION

ServicePoint is designed to allow navigation within the application and by using the browsers navigation, such as the Back and Forward arrows. Each tab or link you click will direct you to the next screen. You may use the Back arrow to return you to screens you have previously navigated from.

The small black triangles allow you to expand or collapse portions of your screen to increase your workspace within the ServicePoint windows. Clicking a right pointed triangle will expand your list of menu options.

ADMIN PROVIDER SECTION

EDITING EXISTING AGENCY / PROGRAM RECORDS

To make any changes in the information contained within your database you will be using the “Admin Provider” section of the database. It is important to note that while you are in the “Admin Providers” section you will only be able to see agencies beneath your organization in the structure.

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Click triangle to collapse or expand this menu navigation.


1. Begin by opening the “Admin” Section located on the far left navigation panel

Now choose “Admin Providers” NOTE: you should never use the AIRS Taxonomy Administration Button.

Now you need to navigate to your section of the database by going to your United Way Profile page. The easiest way to do that is to enter your agency’s Provider ID into the search box

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You can also find either your United Way, or another agency you wish to edit by opening the “Advanced Search” option.

The “Advanced Search” option provides you with several different options to narrow your search for the agency you wish to edit:Keyword Search – enter one key word from the name of your agencyCity / County– enter the city or county in which the agency is locatedLevel – allows you to search for only agencies/programs at a certain levelService Codes – finds all of the agencies you have listed with a particular code

*In this example we are searching for Burke County United Way by searching on the Keyword “United” in the county of “Burke” and we know it’s a level 3 provider.

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The list of providers will appear below the search window. Choose the “Pencil” icon to choose the agency that you wish to edit.Please note: clicking on the “trash can” icon will result in deleting an agency profile as well as all subordinate programs associated with that agency.

Provider Profile Header

When you first open the Provider Profile you will see the following screen.

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The heading provides several piece of important informationProvider ID – A Unique ID number generated by ServicePoint when a provider is added to the database.Provider Name – The name of the provider.Agency/Program (AKA) – The “Also-Known-As” name of the provider. Optional fieldParent Provider – The name of the agency immediately above the current agency in the provider tree.Profile Image – The Change Image button allows a provider logo to be uploaded to the database. The provider image is 100px by 100px.Created Date – This date is automatically created when the program is created.Last Updated – This date is automatically entered whenever a change is made to the program..HUD Compliant – NC 2-1-1 is not be using this boxAIRS Compliant – Please keep this box checked so that you have access to the annual update information about this record.Operational – this must remain checkedSSVF – NC -2-1-1 does not use this checkbox

Provider Profile, Services and Maintenance

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The remainder of the information about the agency is contained within three major sections of the database record.

Profile (Provider Profile, Standards Information)Services (Geographic Search Terms, Service Codes)Maintenance (Add Provider, Copy Provider, Provider Tree)

You will need to open each of these tabs as well as the Sub-Tabs in order to update the information in an agency record. These tabs are available to you even if they appear to be “greyed-out."Click Save to retain the changes made on this page. Click Save & Exit to retain the changes made on this page and exit to the previous screen. Click Exit to exit this page without retaining the changes (if clicked before a save occurs).

Provider Profile

When a provider is initially accessed the Profile tab is active, as is the Provider Profile sub-tab.

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AIRS Official Update

Begin by updating the AIRS Official Update Section. This will open a window with the following options:

Official Update Date – Use the two calendar buttons to enter the date the official update took place.Person Making Change – This will be automatically populated with your informationOrganization Making Change – Captured by ServicePoint when a provider record is altered and saved. This is the organization associated with the Person Making Change.

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Person Requesting Change – Entered by the user to record the person requesting that the provider record be altered. Generally this will be the staff member of the agency with whom you spoke or correspondedOrganization Requesting Change – Entered by the user to record the organization requesting that the provider record be altered. Three buttons are available to populate this field:Provider Search – This activates the standard Provider Search which permits any provider in the system to be located and selected.Current Provider – Adds the Current Provider (the provider being altered) in this field.My Provider – This button populates the user’s provider in this field.Clear – Clears the Organization Requesting Change. Change Description – This free form text field allows a description of the change to be recorded in the database. An example may be, “Velma from FCA called to tell us that this provider recently moved.”

DESCRIPTION

Immediately below the AIRS official update you will see the primary description of the agency. It is important that you write a concise, yet thorough description of the services offered by that agency.

LOCATION, CONTACTS AND ADDITIONAL INFORMATION

The bottom of the Provider Profile contains three sections. Click an arrow (1) to expand a section.Location Information contains the addresses associated with the provider.

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Contact Information contains personnel information and phone information associated with the provider.Additional Information contains information about provider operations.

LOCATION INFORMATION

Click the arrow next to Location Information to display the screen below

Click the Trash can icon to delete an address associated with the provider. Click the Edit icon to edit an address associated with the provider. Click Add Address to add an address to the provider. The editing window appears as below.

Complete or alter the fields and then click Save to retain the changes. Description is a required field.Address Type is a required field.ZIP Code is a required field. Apply ZIP Code Information populates the City State and County/Parish fields after a ZIP Code is entered. You can only have one Primary Address per Provider. The address that is Primary will have it’s description bolded.

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Contact Information

Click the arrow next to “Contact Information, to display the screen. Contact Numbers and Contact Personnel are listed.

Click the Trash can icon to delete a contact number or a contact personnel record. Click the Edit Pencil icon to alter either record type. Click Add New Number to add a contact number to the provider. Click Add New Contact (2) to add a contact personnel record to the provider.Telephone fields will display when the pencil icon or Add New Number is clicked in the Contact Number section.

Complete or alter the fields and click Save to retain the changes. Click Cancel to return to the previous screen without retaining the changes.Description is a required field.Number is a required field.Primary Telephone may be checked if the number is the primary number for the location. The selected primary number will display on screens throughout ServicePoint.Contact Number fields will display when the Edit icon or Add New Number is clicked in the Contact Personnel section. 15 | P a g e


Complete or alter the fields and click Save (1) to retain the changes. Click Cancel (2) to return to the previous screen without retaining the changes.Name is a required field.Description is a required field.Phone Number is a required field.Hide from Provider Profile may be checked if the contact is to be used only within the provider or by System Administrators. Hiding the number will prevent it from being available on screens throughout ServicePoint.Additional InformationClick the arrow next to Additional Information to display the screen in Figure 1-13. Complete or alter the fields.

*** Please see the NC 2-1-1 Style Manual in order to accurately complete these fields.***

Website Address – The provider’s web address.Hours – The hours of operation.Program Fees – Fees associated with services provided.Intake/Application Process – details of the registration process..Eligibility – Requirements for clients to be eligible for service.Languages – Languages spoken.Volunteer Opportunities – Personnel needs that may be met with volunteers.Wishlists – Goods and services needed by the provider.Handicap Access – Select Yes/No as appropriate.Brochures – Select Yes/No if brochures are available.Show on Public Site – Select Yes/No to display the provider on public access site..

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Printed Directory – Select Yes/No to include the provider in the printed directory.

Click Save to retain the changes made in this section. Click Save & Exit to retain the changes made in this section and exit to the previous screen. Click Exit to exit this page without retaining the changes (if clicked before a save occurs).

Note: Clicking Exit (without saving) will not eliminate changes made to Address Information or Contact Information. When added or altered addresses and contacts are immediately saved to the database.

Standards Information

When a provider is initially accessed the Profile tab is active, as is the Provider Profile sub-tab. Click Standards Information to navigate into this area. There are only two required fields on this page, but they are very important.

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Most of the fields in this group are optional for the NC 2-1-1 system. The two that are mandatory are “AIRS Designation” and “Legal Status” which allows us to note if an agency is a United Way member agency, non-profit, for-profit or government.The AIRS Designation should be completed as follows:A Level 4 Agency with NO Level 5 Subordinate programs should be listed as both Agency and SiteA Level 4 Agency with subordinate programs is listed as an Agency only.A Level 5 Program should be listed as a Site only.

SERVICES TABAccurately completing the information in this section of the database is critical to the success of NC 2-1-1 Please pay particular attention to the information in this section.

NC 2-1-1 does not use the Area Served function

There are two sections that must be completed on this tab

1. Geography Served

2. Services Provided

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These two criteria determine what resources are available when call center agents search for agencies.


Areas Served - NC 2-1-1 does not use this section of the database. Please do not enter information into this.

Geographies Served is used to index providers by the State, City, County and ZIP Codes they serve.

Click on Manage Geographies Served to add, delete or change the geography served by a particular agency. The following window will appear.

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The following functions are available in Geography Served – Search CriteriaSelect a State in the drop down field. Click Add to Provider Served States to add all Counties, Cities and ZIP Codes of the selected state to the provider as Geographies Served.To assign a county, city or ZIP Code to the provider enter a key word in the Search field, and click Search. Search Results will display. The search results show ZIP Codes, Cities and Counties from the selected state that match the key word. Click Clear to reset the Search field. Use Previous and Next (7) to navigate through the search results.Click the Green Plus icon to add the Zip Code, City or County to the provider.IF you click on the Green Plus icon next to the county it will automatically add all of the cities and zip codes associate with that county.Click Exit to return to the previous screen. As changes are made they are automatically updated in the provider record, therefore save is not required.Click the Red Minus icon to remove any extra geographic areas.Click the Magnifying Glass icon (Right side) to display the Provider Served Information for the state. This information will be displayed in the Provider Served Information window.Use Previous and Next to navigate through the available states.Services Provided

Services Provided is used to index providers by the services they provide and allows call center agents to find resources for callers, so it is critical that all services are coded accurately.

Notes:NC 2-1-1 does not use the Emergency Support FunctionNC 2-1-1 does not use the Service Details functionNC2-1-1 codes ONLY the Primary Services

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To begin assigning services click on the “Add Services” at the bottom right of the Services Provided section. The following window will appear.You can search for terms in two different ways.Enter a keyword in the search term box in the upper right.Explore the taxonomy directly by clicking on the names of the various categories.Click on “View” to the left of the term to read a definition in the “Details” box.Remember that NC 2-1-1 only uses the terms that are shown in bold font.Click on “Primary” to assign the correct code.Don’t forget to click on “Submit” at the bottom right to save your

Click the Red Minus icon to delete a service from the provider.Check the check box to mark a service as “Out of Service.” Click Save Status of Service to save the changes.

MAINTENANCE TABThe Maintenance tab provides for three separate functions:Adding a New Agency or ProgramCopying information from one provider to anotherViewing all Agencies and Programs through the Provider Tree

Adding a New Agency/Program

To add a new Agency or a new Program to an existing agency begin by navigating to the PARENT provider of the agency or program.

Clickon the Maintenance Tab. It will open by default to the “Add Provider” tabe which is the first on the left.

Click on “Add Subordinate Provider” at the bottom of the page

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Now enter the name of the new agency or program into the “Name” field.At this time you can also choose sections of the Parent agency profile that you wish to copy to the new Subordinate Agency or Program.

When complete, click on the “Submit” button to the far right. At this point you will need to navigate to the new agency you just created to finish adding the details, geography served and Services Provided.

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PROVIDER TREE

The Provider Tree is the third tab under Maintenance and provides easy access to a list of your Agencies and Programs.

When you open the Provider Tree you will see your Agency’s name with a black triangle next to it. Click on the small black triangle to expand the tree.

Similiarly you can also click on the triangle next to any other Agency to see the Subordinate Programs under it.

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APPROVAL BINThe Approval Bin allows you to approve changes that have come from users on the CommunityPoint page.

Return to the “Admin” page and this time choose “Approval Bin.”

When you first open the Approval Bin it will appear empty . Click on the “Search” to reveal any Agency or Program Updates that have been submitted to your organization

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Any records pending approval will appear as below.

Click on the Magnifying Glass to reveal the details of the requested changes.

The name and email address of the person submitting the change will be at the top of the screen. PLEASE verify that this individual has permission to request these changes.

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Any fields that have requested changes will have the small pencil icon to the left. The Current information will then be in the left hand column with the requested changes in the right hand column.

When you have reviewed the changes scroll to the bottom of the page and choose from one of the following options:

Approve – simply approves the changes and places them into the ServicePoint systemApprove with Email – sends a confirmation email to both the person requesting the changes and the individual who is listed as the primary contact for that agency.Deny – does not accept any of the changes and removes the request from the systemDeny with Email – does not accept the changes and sends an email explanationExit – Exits the system without making any changes.

EMAIL ADMINServicePoint allows you to email all of your agencies directly from ServicePoint to request that they update their information in the database.

To begin this process, please click on “Email Admin”

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Click on “Send Email to Resource Group”

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Now click on the Template Name dropdown box and choose “Update Request – NC 2-1-1.” Then click on “Submit”

This is your opportunity to make any necessary edits to the email template. Most of the information is standard, however you will want to add your own signature line at the end of the email.

Leave the “Include CommunityPoint Link” checkbox checked, and do not alter the CommunityPoint link that is listed.

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Next you will add the Resource Groups to which you wish to send this email. Simply click on the “Add Resource Groups,” and choose the “2-1-1 Updating – County” for your area. When you first open the “Add Resource Group” box the window will appear empty – simply click on the “Search” button to see your options.

At this point you can choose to edit your resource group to send emails only to individuals who have updated their records after a particular date. For example if you sent a request out on June 1st, and by July 1st you still had a number of outstanding requests, you would enter June 1st as the date and everyone who had responded to your first request would not receive the second request.

At the same time you are able to see everyone who will receive the email as well as those records that do not have an email address.

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REPORTS

There are two different means of obtaining reports from ServicePoint:1. Report Writer2. ART (Advanced Reporting Tool)

In this section we will focus on ReportWriter. There are two different types of reports within ReportWriter:

1. Pre-defined Reports2. Custom Reports

Pre-defined ReportsThese reports have already been created in ServicePoint and are easily updated to reflect specific information for your community.

To access these reports simply click on “Reports” on the left side menu bar. The report that will be most useful to you is the “Call Record Report,” so click on that icon next.

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Custom ReportsTo create your own custom reports, begin by clicking on “Reports” in the left menu bar and then choosing the “ReportWriter” icon on the bottom row.

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It is not necessary to choose a Reporting Group.

If your provider is not already selected, click on “My Provider.”

Leave “This Provider Only” checked.

To see a list of all calls, leave the Service Codes fields blank.

To narrow the report to specific need codes use the drop down box, or “Lookup” Button. The “Remove” button will clear this field.

Enter the dates either manually, or by using the selection buttons.

Click on either “Build Report” to see a copy on your screen, or ”Print Report” to send a copy to


You will be working with the Report Writing tool by using each of the tabs, moving in order from left to right. The first tab you will use is the “Table” tab. The Report Writer tool will default to this tab when it opens.

1. Begin by choosing “Report on Call Record Data ONLY,” you will need to choose this at the beginning of every report.

2. Next click the checkboxes next to the tables from which you wish to pull data. When designing your reports it is best to create separate reports for call information and provider information. Here are the tables you are most likely to need:

Call Records – contains basic information such as date of call, provider creating, caller’s name and phone number.

Needs – Contains basic information regarding the need codes associated with calls.

Providers – This is the most basic information about providers in your database and includes information such as their description and the last date updated. You will notice that there are a number of other table that also contain provider information that you may choose to use.

Reporting Groups – All programs in your database are assigned to a reporting group with your county name, or the name of your United Way, for example, Alamance or Triangle. If you don’t know your Reporting Group name, contact the NC 2-1-1 Director.

Services – This is the table that lists which providers received referrals in your community.

Service Codes – Provides a listing of all service codes including their description and wether or not they can be assigned.

NC 2-1-1 Intake – Located under “Assessments” this table includes caller geographic information and follow-up call results.

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To begin scroll to the bottom of the page and click on “New Report”


3. Your next step is to define which fields from each table you wish to include in your report. Simply place a check in the box next to the field that you wish to see in your report. See the notes below on filter to help determine which fields are important to include.

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4. Filters – next you will need to filter your report to show only the information you wixh to collect. Click on the filters tab and then choose “Add Filter” at the bottom.

Begin by choosing the table, then the field and then the criteria by which you want to filter your data.

Here are some important filters/fields you will want to know about:

Call Records / Provider Creating. To see only calls associated with your United Way be sure to filter the report to Provider Creating equals your provider name as in the example above.

Call Records / Date Added. Be sure to set this to the appropriate date range or your report may be too large to export.

Needs – Contains the need code, but not the description, you will need to include the description field from the Service Code field in order to have an easily read report.

Providers – This is the most basic information about providers in your database and includes information such as their description and the

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last date updated. You will notice that there are a number of other table that also contain provider information that you may choose to use.

Reporting Groups – When creating a provider report it is important to set the filter to your Reporting Group Name. All programs in your database are assigned to a reporting group with your county name, or the name of your United Way, for example, Alamance or Triangle. If you don’t know your Reporting Group name, contact the NC 2-1-1 Director.

Services – An important field here is the “Referred to Provider” to see a list of all providers that received referrals in your community.

Service Codes – You will need to include this table and the “Description” field to be able to read the codes in your caller needs

NC 2-1-1 Intake – You will use this to sort the county of your callers if you are a multi-county United Way, or to run reports on the results of follow-up calls.

5. Counting Tab – this tab provides a quick overview of your data.

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6. Preview Tab – this will show you a preview of your report and give you the opportunity to download the full report.

To download the report click on “Download Full Report.” The report will download as a zipped file in an Excel format. Please use whatever software you have to upzip, open the file and save it to your desired location.

7. Options Tab – This is where you can name and save your report

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Please begin the name of your report with the name of your County or United Way. This will make it easier for you to find your reports in the future.


In this tab you can also sort the report by any of your fields as well as reorder and rename the fields.

Example of Provider Update Listing

Here is an example of a custom report of all programs within a section of the database including their most recent date of update.

Please note: If you have added new programs recently it may be necessary to ask the NC 2-1-1 System Administrator or Director to update your Reporting Group for you.

1. Begin by opening ReportWriter and choosing “New Report” at the bottom of the page. This will open the ReportWriter window.

2. Choose “Report on Call Record Data ONLY” and then choose the tables “Provider Contact Numbers,” “Providers,” and “Reporting Groups”

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3. Next choose the fields from each table you wish to include, here is an example although you may wish to add or delete fields depending upon your needs.

4. Next choose the filters you wish to apply to your report. In this report you will always want to narrow the report to include only your Reporting Group. Begin by clicking on the “Filters” tab and then clicking on “Add Filter.”

5. Now choose the Table “Reporting Group” the Field “Name” and the equals your Reporting Groups name, which is typically your county or United Way name. Click on “Save.”

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6. The “Preview” tab will give you a quick overview of the fields in your report.

7. The Options Tab allows you reorder and rename the fields as well as save the report for future reference.

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Documents

ServicePoint 5 - United Way of NC · Web viewYou should create separate programs if an agency has multiple programs and the programs have separate locations or differing intake or