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The client administration module has a number of features that can help you run and support your program as well as providing a high amount of control over who can view your clients. Client Allocation Client allocation allows you to allocate specific users to clients, giving them access if they did not already have it. Client allocation is enabled from the manage client options screen. This is accessed from Client Administration>Configuration>Manage Client Options Users who have the allocation manager ticket have access to all clients and can allocate clients to other users. Users without the ticket can only see their allocated clients and unallocated clients. For the highest amount of privacy, access to clients can be removed for all user roles except one (such as super users/system administrators). With this approach general users can only see clients that they are allocated to. The user role visibility for a particular client type is adjusted by editing the client visibility on the manage client options screen. Client Checklists Users can add checkboxes with custom text that must be ticked before proceeding to client creation. This could be used as an agreement form or for listing requirements that must be met before creating client in client admin Template Sections If you are using the client administration module, you have access to a number of predefined sections that you can bring into your client pages. These are added from Client Administration>Configuration>Design Registration Form These sections are: Relationships – Enables you to list client's family members and their relationship with them Client Summary - A section for storing notes against different aspects of client interaction (Introduction, initial assessment, coordination, referrals and purchasing) Purchase Orders – Enables you to link client records with purchase orders Action Plan - A customisable section with it's own set of categories. Can be expanded upon to provide details of action plans Clinical Information Consent Details Exit Information Health Assessment and Care Plan Details Interpreter – Section to store information about client's communication ability with fields available for interpreter address and contact details Next of Kin – Section to provide next of kin details including address and communication details Carer – Section for carer details including address and communication details Financial Expenditure Counselling Service Identification and Membership

Before you begin using the Client Administration Module it is important to know the following: New client types are added using the Client Administration Categorisation reference data table. Prefixes for your clients keys can be set using the custom fields manager (System > Custom Fields > Create and Maintain). The client key field is found in the base section of the client type you want to edit. Each type appears as a separate value in the 'Module' dropdown. The client configuration screen is used for adding and maintaining pre-built template sections, and other options such as maintaining the visibility of your clients Design Registration Form is used for adding fixed template sections to that client type. These cannot be edited Manage Feature Permissions manages the visibility and edit permissions of these sections Manage Client Options is used to set user role based visibility, client allocation and defaults for communication fields Manage Client Checklist is used for creating a checklist that will appear every time a client of that type is created

You may encounter scenarios where you are emailing recipients who share the same email address. The way this is handled depends on whether mail merge tokens are used in the email or not. Mail Merge Tokens are Used The email is sent out to each recipient as the email content may differ for each one. Mail Merge Tokens are not Used Only one email sent to each unique email address.

ChilliDB can track if your Messages are being opened or not through the "Track Open" checkbox on the "Tracking Options" section of the Send Message window. These checkboxes are shown by clicking the 'Show Tracking options' link from the actions menu. When each email is sent out, we automatically add a piece of code that requests a tiny, invisible image from our web servers. So when a reader opens the email, the image is downloaded, and we can record that download as an open for that specific email. The opened status of the email can be checked by viewing the note created after the email was sent. It is important to understand that the open rate is not a 100% accurate measure. Recording an 'open' can only happen if the reader's email client is capable of displaying HTML with images, and that option is turned on. So if you are sending text-only emails, there is no way to record open rates. Similarly, people reading your HTML email without images showing will not be recorded as opens. Another issue is that your readers may have a preview pane in their email client. That preview pane might be displaying your email automatically (and therefore downloading the images) without the reader ever having to click on it or read it. So you should never take your open rate as a hard and fast number, because you can never know the true figure. It is much better used as general guide, and as a way of measuring the trends on your email campaigns.

This article is intended for system administrators. Please follow the instructions below so emails sent from ChilliDB can be received ChilliDB can send emails to your clients. To achieve this you need to create an email address for your contact record. Typically this will be of the form myname@mydomain.com.au. Your clients mail servers will receive the email and may check that ChilliDB is allowed to send email on your behalf. When this occurs you may receive bounced email replies as the client mail server rejects your emails. To avoid this and allow ChilliDB to send email on behalf of your domain you should have an SPF (Sender Policy Framework) record created in your DNS zone for your domain. This will be of the form include:smtp.chillidb.com. So a common SPF record for a domain using ChilliDB could have the following SPF record: v=spf1 include:smtp.chillidb.com -all You should also check your own mail server will allow ChilliDB to send email on your behalf to your staff. For example if you send email through ChilliDB to yourself, your organisation's mail server will receive the email and may reject it as it didn't sent out the email. This is normally a security setting that can be set to trust ChilliDB's mail server smtp.chillidb.com. If further information is required please log a request in the ChilliDB Helpdesk.

These fields enable you to build a Custom Field which can have its value calculated automatically based on a formula that you build. The following example is one of the ways to make use of the calculated fields. For this example we have used Base section in Notes module. 1. Create a custom field of type “Currency” called “Amount (ex-GST)”. 2. Create a custom field called “GST” which is going to be our calculated field. 3. The “Formula Build” list provides a grouping of elements which can be used to build a formula, including Field, Value and Operator. For our example, select “Field”. This will display another list of possible Custom Fields grouped under their Sections. It will only show you Fields which can be used in a formula, based on the Field Type you selected for this field. Since we chose to make our GST field a Currency, this will limit the available fields to numbers and currency fields. Select the “Amount” field and click the Add button to add that field to your formula box. This will keep building the Formula, as shown below. Now that we have referenced a Custom Field, we need to determine the operator we are applying in our formula. Select “Operator” from the Formula Build list, then select “*” in the next list, then click the Add button to put this into the formula box. As we are calculating GST, which logically is a calculation of $ x 10%, we can represent the % portion as 0.1. Select “Value” from the Formula Build list, then enter “.1” in the following text box and click the Add button. This will build the formula as shown below. We have now completed our calculated field. Click the Save button to save the calculated custom field. Clear button will clear the whole Formula field and allow you to start again. Since we created this field against our Notes page, in the Base section of the form, find a choose Notes > Create from the ChilliDB menu. Calculated fields work on the Save, so during an Add or Edit, your field will display “Calculated”. In the “Amount (ex-GST)” field, enter 1000 and click the Save button. After the save has completed, if you locate your GST field, you will see that it holds the calculated value. The following custom field types can also be calculated fields: Whole Number – Operators: Addition, subtraction, multiplication, brackets. Description: Returns a whole number from calculations using defined values or values located in a number field Decimal – Operators: Addition, subtraction, multiplication, brackets. Description: Returns a decimal number from calculations using defined values or values located in a number field Date – Operators: Subtraction Constants: Current Date Description: Date values can be subtracted from each other to calculate the difference in days between two dates Time – Operators: Subtraction, addition Description: A whole number can be added to, or subtracted from a time value. This adjusts the hours in the time value Date & Time – Operators: Subtraction Constants: Current Date Description: Date or date & time values can be subtracted from each other to calculate the difference in days and time between two dates Text – Operators: Addition Description: Can join text from lookup/multi-select lists, text fields or text defined in the formula using the addition operator.

The ABN field on the organisation page is now validated against the Australian Business Register. This means the ABN field will now accept real ABNs only. If an ABN entered is not valid you will receive one of the following validation messages when creating/editing an organisation: 'Please provide a valid format for the "ABN" field. An ABN should include 11 numeric digits.' 'Please provide a valid value for the "ABN" field.' This means the number of digits provided is correct but not a possible value for an ABN based on the ABR's validation rules https://abr.business.gov.au/Help/AbnFormat 'ABN not found. Please provide an existing ABN.' This message appears when the ABN provided is valid, but not found in the ABR's system. This is because there are no organisations registered with the provided ABN yet If the organisation name in ChilliDB matches the entity name listed against the ABN on the ABR website (https://abr.business.gov.au), then a tick will be displayed next to the ABN. Otherwise '!' will be displayed.

Case Management allows you to formulate a process which is made up of one or more steps and apply that process to a given situation to ensure that it is dealt with in a structured and consistent manner. Safeguards are implemented into Case Management to ensure that alerts and notifications are issued so that each situation is monitored and reaches completion in a timely manner. Case Management in ChilliDB involves: Defining a Process Definition which gives the structure to a process Applying a Process Definition to a situation which is referred to as a Case Allocating Cases to Case Workers Monitoring of Cases by Case Managers Case Workers updating the Activities which make up the Process Definition applied to the Case until it is completed The following figure outlines the structure for a Case Case Administration encompasses management of the following components which support the Case Management module The Case Management module tracks Cases as they transition through the following status Case Management delivers the following functional goals to an Organisation: Easy to use and work with. Centralised cases and allocation of cases. Cases are stored centrally in the case management module for allocation. Allocations can be first in first out, or based on assessment of current active Cases for a staff member. Clear visibility of progress to all levels of user – summaries of all Cases and Activities Escalation of Cases which have slipped through their key dates. Re-Assignment of cases to better manage case loads and adequately handle staff turnover and holidays. Proactive in driving the user, make the system work to support the users through notifications and follow-ups to Case Workers, as well as other parties within the Organisation where they may need to become involved. Comprehensive Reporting delivered through integrated searches and reports. Adaptable to future business needs. The module supports high levels of customisation. Terms Process Configuration: Process Configurations link with Business Groups within your Organisation and reflect the processes performed by those Business Groups. In ChilliDB, they define Workers, the Manager of that Definition, Case Identification options, Custom Activity Status and Colours, and Organisation Working Hours, which is important for determining when Activities will be expected to be completed. Process Definition: Process Definitions define a process and are made up of one or more Activities which can be grouped into Phases. Process Definitions are applied to a Case to give it structure and guidance through a number of Activities which need to be performed. Process Definitions are generally allocated a Case Manager who is responsible for that Process Definition. Activity: One or more Activities make up a Process Definition. Each Activity includes a nominal amount of Effort which is required to perform that Activity. The sum of this Effort determines the length of time a Case will be in progress before being completed. Activities can Alerts and Notifications based on the outcome of Activities such as Completion of an Activity. Phase Phases are a grouping of one or more Activities within a Process Definition Case Cases are a situation or work item which requires a Process Definition to be applied to it, which they are then able to follow. Each Case has one Case Worker and one Case Manager at any single point in time. Cases have a Status which generally follows the pattern of: Un-Allocated > In Progress > Closed. On Hold is also available to suspend a Case for a period of time. Case Worker - ChilliDB users who perform the actual day to day Activities associated with Cases. Each Case can have one Case Worker at any point in time, where that Case Worker is the owner of that Case. Case Workers are allocated to a Process Definition usually by a Case Manager who is responsible for that Process Definition. Case Workers can Allocate cases to themselves, refer cases to other Case Workers, Update Activities on a Case, Record Notes about Cases. Case Definition: ChilliDB users who are responsible for facilitating running Cases. Case Managers can monitor all Cases for which they Manager of a Process Case Managers can manage Process Definitions and allocates Case Workers to that Process Definition. Case Managers can Allocate one or more Cases to Case Workers. Case managers can also be changed at any time during the process.

Case Process Definitions map a process to be followed and are applied to Cases by: A Case Worker who has been allocated a Case. A Case Worker who takes a Case from a Case Search. A Case Manager who applies the Case Process Definitions when Creating a Case. When we construct Case Process Definitions the: Tasks to be performed are called Activities. Groupings of Activities are called Phases. Activities: Have Effort. Can be Mandatory or not. Can Send Notifications on Completion by Email or ChilliDB Alerts. Can Alert the Case Worker of deadlines. Can Escalate via email or ChilliDB Alerts to tell the Case Manager of elapsed deadlines The Process Definition allows you to create the process structure using a combination of Activities and Phases and defining the duration for each of the activities. The resultant graphical tree structure allows the user to clearly track progress of the case within the process. Defining Process Definitions (Option 1) 1. From the main menu, select Case Management > Process Definition > Create. 2. Select the Type 3. Enter the Process Name. In this example we will create a process called Hire a New Staff Member 4. Enter the Description. The description for this is the process definition includes all of the activities related to ensuring the same process is used when hiring a new staff member. 5. Check that the Manager Contact is the correct one 6. Also choose whether the process is to follow a fixed timeline or not when selecting a Tracking Option. You will also choose Scheduling Options and whether public holidays are consider if rescheduling is to take place. 7. Create the process structure: Right mouse click on New Process and select Insert Phase. This will automatically create a new Process which will have the Process Name you chose in step 3, in this case Hire a New Staff Member. Type sourcing as the phase name Right mouse click on Sourcing and select Insert Activity. Type Place Advert. Repeat the processes above until you have the following Process Structure. To move the Phase or Activity up or down, right mouse click over the applicable one and select Move Up or Move Down. Note: When you create them in this manner, each Activity will be created quickly using default values such as 15 minutes for the Effort. This will need to be updated if this is not correct. This can be done when you are updating the Activity as shown below. 8. Click on Save 9. Either right mouse click over the Activity and select Edit or left mouse click on the Activity. You are able to update the Activity including: Phase. Name. Description. If it is Mandatory. Estimated Effort. In this example, update the effort as per the mapping information we defined earlier as it defaults to 15 minutes. Use Message Template. If you wish to make use of any predefined messages templates, they can be selected here. If you would like to Raise Alert to Case Worker or Send notifications on completion of the Activity. Click on Save. Repeat this process for each Activity. Defining Process Definitions (Option 2) Another approach to creating Activities with more detail is to follow the following example. Steps 1 to 5 remain the same. 6. Create the process structure: Right mouse click on New Process and select Insert Phase. This will automatically name the process name, in this case Hire a New Staff Member. Type sourcing as the phase name 7. Click Save 8. Click on the Activity Sourcing 9. To create an Activity for the Sourcing Phase, click on Create 10. Complete the details on the Add Activity page including the Activity Name, the Description, if the activity is Mandatory, the Estimated Effort, Use Message Templates and Alerts and Notifications. 11. Click on Save when you are finished 12. Click on Sourcing to return to the Sourcing Phase. Complete steps 9 to 11 if you have more activities for this phase 13. To create more phases (and activities for those phases), from the related phases tab, click on Add New Entry 14. Type the Phase Name and Description. In this example type Assessment 15. Click on Save. 16. Add the first Activity for this Phase. In this example, it is Review Resume. 17. Create the rest of the Activities for this Phase. You are able to repeat the steps, or the following is another way of creating further activities. 18. From the Activity you have just created for the Phase, you are able to quickly create further activities by clicking on Create Like from the Quick Actions menu. This will duplicate the Activity and allow you to make any changes to the new duplicate. 19. Create the remaining Phases and Activities Note: On the Case Process Definition Details screen, you can see that the Process Definition is marked as “Available for use: No”. You need to edit the Process Definition and check the box to make this Process Definition Available for Use in the Case Management System. Up until the point the Process Definition is used on a Case, you can uncheck this setting and modify the Process Definition. Once it has been used on a Case, you need to use the Create Like to create a new one to be used. Importing Phases & Activities You are able to import phases and activities from other processes that have been created. The following is an example of importing some phases and activities from the option 1 process into the option 2 process 1. Go to the display page of the process you want to edit 2. Select Import Phases & Activities from the Quick Actions menu 3. Select the Source Process from the drop down menu on the right hand side. In this instance we select Hire a New Staff Member. A list of possible Phases and Activities will come up. 4. To import the Phase and/or Activity, left mouse click and drag the relevant ones over into the Target Process. 5. Repeat this for any other Phases or Activities you would like imported. 6. Click on Save. Alerts & Notifications Alerts are used to send an alert to a Case Worker when the activity is allocated to them. Notifications are sent to a case Worker when the Activity Status is changed to Completed. You may also escalate an Alert to a Case Manager if the Alert has not been actioned within a certain timeframe. 1. From the Activities tab, click on the Activity called Place Advert. This brings up the activity details. 2. Click the Edit Button to update the Activity details 3. To send a Notification on Completion, tick the checkbox and select Notify By either Alert or Email. If you’d like to escalate to the Case Manager, select Notify Case Manager Preview the Process Definition You are able to preview the process definition before making it available for the Case Workers to use. The following shows you how you can do this 1. Search and go to the relevant Process Definition. 2. Select Preview Process Definition from the Quick Actions menu. 3.If you would prefer to look at this process from a specific date and time, select the Start Date and click on Preview. 4. When you are finished previewing the process definition, click Close

Creating cases can behave differently based on the type of user you are logged in as. Each user type’s available roles are explained in detail below. To be able to create cases, the user needs to have the "create case" user tickets assigned to them. This is controlled by your system administrator. Creating the case As a Case Manager: A case manager can create a case for the type of which that user is the Case Manager They are also able to choose whether to allocate the case to a Case Worker at the same time As a Case Worker: You can create a case The case could then be allocated by a Case Manager or taken by a Case Worker As a User (not a Case Manager or Case Worker) You are able to create a case only The case could then be allocated by a Case Manager or taken by a Case Worker The following is an example of how you would create a Case. We will be looking at an example of hiring an administration officer 1. From the main menu, navigate to Case Management > Case > Create 2. Select the case type from the Categorisation drop down. 3. Select the client from the Client popup find. Organisations and Client Administration Clients can also be clients 4. Note that the Client's Name becomes the title for the case 5. As you are logged in as the case manager, you are able to assign the case Later or Now. For this time leave the Process Definition & Allocation options as default. Note: only a case manager will see the options in process Definition & Allocation as a Case Worker will automatically have themselves allocated to a case 6. Click Save Allocating the Case 1. As the Case Manager, you have created a Case and will be on the Hire Administration Officer Case Display screen. You can see that the Case Status is Un-Allocated. To Allocate the Case select Allocate from the Actions menu. 2. Choose the Case Worker from the dropdown menu, next to the client name for this case. 3. Click on the Allocate button You will now see that James Brown is listed as the Case Worker, but the Case Status has changed from Un-Allocated to Pending for Acceptance. John will need to confirm this acceptance (or reject or refer the case). Accepting the Case 1. When the Case Manager allocates a case to a Case Worker (in this case James Brown), the Case Worker will receive a ChilliDB Alert. Logged in as the Case Worker, click on the Item link on the Alert.. 2. This will take you to the Case Display screen, which shows that you have been allocated as the Case Worker. Select Accept from the Actions menu. 3. The Case Status has now changed to In Progress. From this screen you can click on the Case History tab to see a log of information regarding the case to date. Referring the Case 1. As the Case Worker (James Brown), now that you have accepted the Case from the Case Manager, you are able to refer this case to another Case Worker. From the Case Display screen, select Refer from the Actions menu. 2. Complete the details on the Case Referral Confirmation screen including: Select the Case Worker you would like to refer this case to. In this example, choose Robert Worker. Enter the Reason for referring the case. Tick the checkbox if you would like to send an Alert to the referred Case Worker and choose the Priority of the alert from the drop down menu. Click on Confirm. 3. The new referred Case Worker (in this case Jim Johns) will receive an Alert regarding this case referral Declining the case 1.The new referred Case Worker will receive an Alert regarding this case referral. They will have to Accept or Decline this Case. This is done via the Actions menu of the Case Display screen. Choose Decline from the Actions menu to not accept this referral. 2. Fill in the details on the Case Referral Decline Confirmation screen pop up, including: Enter the Reason for declining. Click on Confirm Creating the case (as Case Worker) The following is an example of how you would create a Case while logged in as Case Worker, John Worker. We will be looking at specifically Hiring a Program Manager. 1. From the main menu, navigate to Case Management > Case > Create 2. Select the type and client for the case 3. Under the Process Definition & Allocation as the Case Worker, you are able to assign the case to yourself. Tick the checkbox that states “I would like to Allocate this case to me”. 4. When you allocate yourself to the Case, you will be asked to specify the Process Definition. This is optional. 5. Click Save

To give a case a set of activities, you must assign a process definition to it. 1. As a Case Worker, to assign a process definition click on the edit icon from the Case Display screen. Then click the find button next to the process definition field 2. The Find Process Definition screen will pop up and allows you to: View the full Description of the process definition by clicking on '(more)' under the Description column heading. Preview the process definition. Delete the process definition by clicking on the red X. Select the process definition. In this instance, we will select the Process Name “Hire a New Staff Member”. 3. Click on Save. 4. You will now see a breakdown of the case progress from the Case Progress Summary tab. The case also now has a Completion Date and a Next Activity date and activity.