Overview: Case Management & Communications

Case Management & Communications covers: 1) the internal tracking of notes on & communications with participants & 2) how to communicate directly with participants using reminder notifications, emails & tasks.

Note:  This article specifically addresses management and communications with participants and applicants.  See Partner Management for options for managing and communicating with non-participants. 

Case Management (CASE tab)

Each participant profile details page includes a CASE tab.  The CASE tab is internal, meaning it is only visible to non-participants with access to each participant's account.  It allows:

• the logging of NOTES on & COMMUNICATIONS with ALL participants,
• the sending of reminders and emails to authenticated participants (those with access to ApprentiScope) &
• the documenting of grant supportive services to participants.  (This functionality is only fully accessible if your ApprentiScope subscription includes the Grant Management package.  See Overview: Grant Management for details.)

Case - Notes Card

The Case Notes Card allows you to document any notes relevant to a participant & edit or delete them as necessary.   The following information can be included in a note.

• Title - It is recommend that you use a naming convention for standard notes, particularly if it is not a type listed below.  This will allow you to identify them quickly by sorting all notes on the Participant Case Notes report by Title. 
• Type - Current types available are: General, Behavioral, Disciplinary Action, Offer & Other.
• Date - Current date or any custom date entered.
• Associated with - (Optional) Each note can be associated with a particular OJT competency or RTI course. 
• Body - Custom text.
• Attachments - Most standard formats are supported and as may attachments as necessary 

How to Use Participant Notes & Communications Using Case Management

For users with Batch ACTION access, notes can be submitted for multiple participants simultaneously.  

For users with access to Standard Reports, the Case Participant Notes Report pulls an aggregate report of all Notes logged that can be sorted and downloaded as a csv file. 

Case - Communications Card

The Case Communications Card allows you to:

• Document any communication you have with a participant & edit them as necessary.  It also includes documentation of any batched or recurring reminders that a participant receives. 

  • The following information can be logged for a past communication.

    • Subject - It is recommend that you use a naming convention for standard communications, particularly if it is not a type listed below.  This will allow you to identify them quickly by sorting all communications on the Participant Case Communications report by Title. 
    • Type - Current types available are: Email. Phone Call, Text Message, Meeting, Reminder 
    • Occurred Date - Current date or any custom date entered.
    • Body - Custom text.
• Directly send a reminder or email to a participant.  Please note that both reminders and emails below are received by participants via external email & in ApprentiScope under the notification (alarm) icon.  They have the ability to delete both.  If you want to communicate in a way that they cannot delete, consider TASKS in the Other Communication Methods section below. 
  • Reminders
    • Are received by participants in their ApprentiScope platform as a notification and via email. They can only be sent to participants with AUTHENTICATED accounts (participants with access to ApprentiScope).
    • They can be set to go out immediately on the current date or a future date (at 8am CST). 
    • They do NOT allow participants to respond.  It is a 1-way communication.
    • They are logged in the Communications Card.  
  • Emails

• • • Are received by participants in their ApprentiScope platform as a notification and via email.  
    • They are sent out immediately upon clicking the SEND button on the email. 
    • They DO allow participants to respond, which will send a notification to the sender & are synced with the Communications Card.
    • The sender can continue a back and forth email with the participant via the Communication Card. 

How to Use Participant Notes & Communications Using Case Management

For users with Batch ACTION access, Reminders can be submitted for multiple participants simultaneously; Emails currently cannot.  

How to Batch Create Tasks or Reminders for Participants

For users with access to Standard Reports, the Case Participant Communications Report pulls an aggregate report of all Communications logged that can be sorted and downloaded as a csv file. 

Other Communication Methods

There are a few additional ways to communicate directly with an individual participant or groups of participants through the platform outside the Case Management feature's reminders or emails.    

• The participant profile details page includes a TASK tab.  On this tab, any non-participant with permission can create a task for a participant to complete. 
• Unlike reminders, TASK email notifications can be received by managed participants.  However, since managed accounts do not have platform access, they will only receive the email notification and such tasks should only include upcoming events or other such informational items OR tasks that can be performed external to ApprentiScope.
• Unlike reminder notifications, TASKS can only be deleted by non-participants. This means they will remain on the participant's TASKS tab for the both authenticated participants and non-participants until or unless deleted by a non-participant.

• Creating a task requires submitting and saving the following information:
  • Title
  • Due Date
  • Description - which can include text, urls to outside sites or documents  
• Once saved, the following occurs:
  • The participant receives a notification, via email and in-platform notification (alarm icon).
  • Authenticated participants see the new task on their own TASK page on their dashboard.
  • The participant receives additional reminder notifications for this task the day before and the day the task is due.
  • Authenticated participants can mark on their platform TASK page when they have completed the task, which will also show on the non-participants Profile Details page for that participant.  That "completion" is no guarantee that the participant actually completed the task.

How to Create Tasks for Participants

How to Batch Create Tasks or Reminders for Participants

Recurring Reminders via Notifications

• For users with access to this functionality, recurring minders can be set for ALL participants with authenticated accounts (they have platform access) across all employers or at a selected employer. 
• The creator sets the recurring reminders name, description, message, how frequently it will be sent, and when the reminders will start.
• All recurring reminders are received by the appropriate participants as a notification, which is sent to the email they use for their ApprentiScope account & to their in-platform notification (alarm icon) on their platform tool bar.    
• Like all reminders, participants can delete recurring reminders from their platform.  
• Like all reminders, recurring reminders will be logged on the Case Communications Card for non-participants with access to view.