Case Management & Communications covers: 1) the internal tracking of notes on & communications with participants using Case Management, & 2) how to communicate directly with participants using reminder notifications or 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 NOTES on & COMMUNICATIONS with, or to, participants to be documented.
- Batch Case Notes (ACTIONS) - For users with Batch ACTION access, notes can be submitted for multiple participants simultaneously.
- Standard Case Reports Case - For users with access to Standard Reports, a Case Participant Notes Report and a Case Communications Report exist, which allow all participant notes to be viewed in aggregate. The reports include: all the fields captured for each note or communication as well as each participant's last name, first name, user type, employer & occupation & the non-participant who documented the note or communication. The reports can be viewed in platform and sorted by 1 column at a a time OR downloaded as a csv, which will allow sorting by multiple categories at once.
- Case Management includes Case - Substantive Services - This functionality is only fully accessible if your ApprentiScope subscription includes the Grant Management package. See Overview: Grant Management for details.
Case - Notes
Case Notes allow 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 Track Participant Notes & Communications Using Case Management
Case - Communications
Case Communications allow you to document any communication you have with a participant & edit them as necessary. It also includes documentation of any batched or recurring reminder that a participant receives. There are several types of communications possible, however, please note that only a REMINDER-type Communication actually initiates a communication; the rest are all for documenting communications that occur outside of ApprentiScope.
The following information can be included in a 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 (only reminders initiate an actual communication with a participant).
- Occurred Date - Current date or any custom date entered.
- Body - Custom text.
How to Track Participant Notes & Communications Using Case Management
Communications
There are a few different ways to communicate directly with an individual participant or groups of participants through the platform. They are each handled on a different platform page.
Reminders
All reminders & recurring reminders are sent via email & in-platform notifications to participant's with authenticated accounts, meaning they have platform access. Managed participants do NOT have platform access and thus cannot receive Reminders.
Participants can delete reminder notifications. Consider using Tasks (see below) if you want participants to have a permanent item on their platform. Tasks can also be used for managed participants.
Individual or Batch Reminders via Notifications
- As discussed above under Case-Communications, you can create a new communication entry with the REMINDER type. This allows you to create and send this communication as a notification to the participant. All notifications are sent to the participant's email they use for their ApprentiScope account & to their in-platform notification (alarm icon) on their tool bar. The system currently will allow you to create & send a reminder for a managed account BUT note a participant with a managed account cannot receive Reminders.
- How to Create a Reminder for a Participant
- How to Batch Create Tasks or Reminders for Participants
Recurring Reminders via Notifications
- For users with access, 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 reminder 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 are sent to the email they use for their ApprentiScope account & to their in-platform notification (alarm icon) on their platform tool bar.
- How to Schedule Automated Recurring Reminders
Tasks
- 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 TASKS tab for the both the participant and non-participant 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