Next Level CMS Training and User's Guide

Next Level CMS Training & User’s Guide

 

 

 

Final

August 30, 2017


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Table of Contents

Overview............................................................................................................................. 5

Roles and Access......................................................................................................................................................... 5

Center Admin.......................................................................................................................................................... 5

Client Services......................................................................................................................................................... 5

Advocate................................................................................................................................................................... 5

Center Medical....................................................................................................................................................... 6

Physician................................................................................................................................................................... 6

Donor Services....................................................................................................................................................... 6

Role Functions........................................................................................................................................................ 6

Landing Screens.......................................................................................................................................................... 8

User Menu................................................................................................................................................................ 8

Open Cases List....................................................................................................................................................... 8

Main Menu............................................................................................................................................................... 9

Follow Ups List....................................................................................................................................................... 9

Concepts............................................................................................................................. 9

Case................................................................................................................................................................................... 9

Outcomes............................................................................................................................................................... 10

Opening and Closing Cases............................................................................................................................. 10

Case Attributes.................................................................................................................................................... 11

Assigned Staff....................................................................................................................................................... 11

Service Units, Activities, and Tools.................................................................................................................. 11

Recording Service Units.................................................................................................................................. 13

Calculating Risk........................................................................................................................................................ 14

Risk = Abortion Vulnerable............................................................................................................................ 14

Risk = Abortion minded................................................................................................................................... 14

Risk = Likely to Carry........................................................................................................................................ 14

Valid Values................................................................................................................................................................ 15

Radio Buttons & Dropdown Lists................................................................................................................ 15

Checkbox Lists..................................................................................................................................................... 15

More About the Virtual Clipboard.................................................................................................................... 15

Client Interactions and Donor Touches......................................................................................................... 15

Calendars..................................................................................................................................................................... 15

Modals.......................................................................................................................................................................... 16

Manage Client Information............................................................................................. 16

Client Intake............................................................................................................................................................... 16

Client Information................................................................................................................................................... 18

Contact Info.......................................................................................................................................................... 19

Top Menu............................................................................................................................................................... 19

Case Status............................................................................................................................................................ 19

More Menu............................................................................................................................................................ 19

Client Forms.......................................................................................................................................................... 20

Appointments & Interactions........................................................................................................................ 27

Manage Donor Information............................................................................................ 28

Donor Information................................................................................................................................................. 28

Donor Info............................................................................................................................................................. 28

Top Menu............................................................................................................................................................... 28

Donor Forms........................................................................................................................................................ 28

More Menu............................................................................................................................................................ 30

Donations, Events, and Relationships....................................................................................................... 30

Manage Staff/Volunteer Information............................................................................ 30

Staff/Volunteer Information.............................................................................................................................. 30

Staff/Volunteer Info.......................................................................................................................................... 31

Top Menu............................................................................................................................................................... 31

Staff/Volunteer Forms..................................................................................................................................... 31

Appointments and Events............................................................................................................................... 32

Administrate Next Level.................................................................................................. 32

Organizations............................................................................................................................................................ 33

Locations..................................................................................................................................................................... 34

Latitude and Longitude................................................................................................................................... 34

Resources............................................................................................................................................................... 35

Staff/Volunteer......................................................................................................................................................... 35

Set Person Availability..................................................................................................................................... 36

System Roles & Users............................................................................................................................................. 36

Chats.............................................................................................................................................................................. 36

Valid Values................................................................................................................................................................ 37

Educational Materials............................................................................................................................................ 40

Letters........................................................................................................................................................................... 40

Messages...................................................................................................................................................................... 41

Campaigns................................................................................................................................................................... 42

Master Scheduler..................................................................................................................................................... 42

Password & PIN....................................................................................................................................................... 46

View Reports.................................................................................................................... 46

Filters............................................................................................................................................................................ 46

Client............................................................................................................................................................................. 46

Donor............................................................................................................................................................................ 47

Staff................................................................................................................................................................................ 47

View Dashboards............................................................................................................. 47

Client............................................................................................................................................................................. 47

Donor............................................................................................................................................................................ 48

Manage the Center Calendar.......................................................................................... 49

The Scheduler............................................................................................................................................................ 49

Phone Conversions.......................................................................................................... 49

Print Receipts/Export Mail-Merge Data........................................................................ 50

Option Line....................................................................................................................... 50

Option Line Users.................................................................................................................................................... 50

Option Line User Interface.................................................................................................................................. 50

Physician Ultrasound Approval...................................................................................... 52

Available Ultrasounds Listing............................................................................................................................. 52

Ultrasound Information Modal......................................................................................................................... 53

The Signoff Form..................................................................................................................................................... 53

Other Functions........................................................................................................................................................ 53

 


 

Overview

Next Level Center Management Solution™ (CMS) is Heartbeat International’s breakthrough software solution for managing pregnancy help center operations and services.  At a future date, Next Level CMS™ will also provide centers with powerful insights and analytics using the center’s data as well as data aggregated from a decade’s worth of affiliated centers’ data.

 

Next Level CMS™ utilizes a virtual clipboard feature, eliminating the paper clutter associated with the client intake process.  The virtual clipboard allows clients to enter and manage their information using a tablet provided to them by the center during their visit. 

 

The application switches from staff mode to client mode prior to handing the tablet to the client, limiting the accessible screens so all other center data is protected from being accessed while the client has the tablet.  The application returns to staff mode when the client completes entering or updating their information.

Roles and Access

Next Level CMS™ is a role-based system.  These roles limit access and restrict operations (e.g. entering or updating data) according to a user’s assigned role within the system.  The system uses this principle to ensure that unauthorized users do not gain access to privileged information.

 

A login with a username and password is required to use Next Level CMS.  Users also create a PIN that is used when switching from client mode back to staff mode.

Center Admin

The Center Admin role is a Center’s “super user.”  This role manages all aspects of Next Level for a Center. It is created and set when Heartbeat International sets up your organization/center.

 

Although this role can perform every function within the application, it is primarily used to create/configure locations (a.k.a. branches), staff/volunteer accounts, and the Master Scheduler.

Client Services

The Client Services role is used to manage the client record once it has been entered.  Although very similar in function to the Advocate role, this role cannot update the client’s contact information.

Advocate

The Advocate role is used to manage all aspects of the client record.

Center Medical

The Center Medical role is used to manage the medical aspects of the client record.  It can view, but cannot update other aspects of the client record (e.g. contact information, assessment information, and counseling information).

Physician

The Physician role has one function: to review and approve ultrasound information uploaded by a Center.

Donor Services

The Donor Services role is used to manage all aspects of the donor record.  This role cannot view and/or update any client records.  The converse is true for the Client Services, Advocate, and Center Medical roles; they cannot view and/or update any donor records.

Role Functions

Role à

Center Admin

Client Services

Advocate

Center Medical

Physician

Donor Services

CLIENT FUNCTIONS

 

 

 

 

 

 

Search for client

X

X

X

X

   

View list of assigned open cases

X

X

X

X

   

View list of follow ups

X

X

X

X

   

Add new client

X

X

X

X

   

Update client contact information

X

 

X

     

Update client request services

X

X

X

X

   

Update client medical information

X

X

X

X

   

Update client assessment information

X

X

X

     

Update client counseling information

X

X

X

     

Update client exit interview

X

X

X

     

Update client rewards

X

X

X

     

Manually update risk status

X

X

X

X

   

Access client calendar

X

X

X

X

   

Add/update client photo

X

X

X

X

   

Manually close case

X

X

X

X

   

Manually open new case

X

X

X

X

   

Log intentions

X

X

X

X

   

Manually enter service units & activities

X

X

X

     

Upload documents

X

X

X

X

   

View assigned staff

X

X

X

     

Update assigned staff

X

X

X

     

Add/update chart notes

X

X

X

X

   

View reward information

X

X

X

     

View reward items (cannot redeem points)

X

X

X

     

Redeem reward items

X

         

Add earn more point activities

X

X

X

     

View list of chats

X

X

X

X

   

View only your chat transcripts

X

X

X

X

   

Enter phone messages/follow ups

X

X

X

X

   

View scheduled events

X

X

X

X

   

Add client to existing event

X

X

X

X

   

View recent interactions

X

X

X

X

   

Add interactions

X

X

X

X

   

DONOR FUNCTIONS

 

 

 

 

 

 

Search for donor

X

       

X

Add new donor

X

       

X

Update donor contact information

X

       

X

Log touch

X

       

X

Add new donation

X

       

X

Create relationships between donors

X

       

X

Access donor calendar

X

       

X

STAFF FUNCTIONS

 

 

 

 

 

 

View staff directory

X

         

Search for staff/volunteer

X

X

X

X

X

X

Add new staff/volunteer

X

X

X

X

X

X

View staff/volunteer records

X

X

X

X

X

X

Update all staff contact information

X

         

Update only their own contact information

 

X

X

X

X

X

Access personal calendar

X

X

X

X

X

X

Add staff/volunteer to existing event

X

         

Add only themselves to existing event

 

X

X

X

X

X

ULTRASOUND FUNCTIONS

 

 

 

 

 

 

View ultrasound images

       

X

 

View ultrasound information

       

X

 

Approve ultrasound images

       

X

 

UNIVERSAL FUNCTIONS

 

 

 

 

 

 

Access Center calendar

X

X

X

X

X

X

Enter phone messages/follow ups

X

X

X

X

X

X

ADMINISTRATIVE FUNCTIONS

 

 

 

 

 

 

Update Center Information

X

         

Add/update locations

X

         

Add/update staff/volunteers

X

         

Assign roles

X

         

View all chat transcripts

X

         

Update valid values

X

         

Upload educational material

X

         

Add/update letters

X

         

Add/update/send system messages

X

         

Add/update campaigns

X

         

Manage Master Scheduler

X

         

Change personal password & PIN

X

         

Reports

X

         

Dashboards

X

         

Letters

X

         

Landing Screens

Landing screens differ for different roles.  In other words, the screens that appear immediately after a user logs in will differ based on their role.

 

 

 

Role à

Center Admin

Client Services

Advocate

Center Medical

Physician

Donor Services

LANDING SCREEN ELEMENT

 

 

 

 

 

 

User Menu

X

X

X

X

X

X

Open Cases List

X

X

X

X

 

 

Main Menu

X

X

X

X

X

X

Follow Ups List

X

X

X

X

 

X

 

User Menu

  • Displays the user’s name
  • Not You? – logs the user out of the application
  • Lock icon tells the logged in user that the application is in staff mode
  • Calendar icon – opens the logged in user’s calendar
  • Displays open cases for clients assigned to the logged in user
  • Persons icon – opens a small popup that
    • Displays staff/volunteers that is or were assigned to the client
    • Allows the user to close the case

Open Cases List


 

Main Menu

Displays the modules that a role can access.

 

Role à

Center Admin

Client Services

Advocate

Center Medical

Physician

Donor Services

MAIN MENU OPTIONS

 

 

 

 

 

 

Home

X

X

X

X

X

X

Client

X

X

X

X

 

 

Donor

X

 

 

 

 

X

Staff/Volunteer

X

 

 

 

 

 

Admin

X

X

X

X

X

X

Reports

X

 

 

 

 

 

Dashboards

X

 

 

 

 

 

Center Calendar

X

X

X

X

X

X

Enter phone message

X

X

X

X

X

X

Letters

X

 

 

 

 

 

Follow Ups List

Displays client or donor (depends on role) names that require follow up by staff/volunteers.

 

Clients appear for staff/volunteers to whom they are assigned and do not appear for staff/volunteer with the donor services role.

 

Donor names do not appear for staff/volunteer with the client services, advocate, or center medical roles.

Concepts

Case

A case is a logical container of information related to the collaborative process of assessment, planning, facilitation, care coordination, evaluation, and advocacy for options and services to meet a client’s pregnancy crisis needs; a record of services rendered for a client and their interaction with the Center over a period of time.

 

 

 

There are two types of cases:

  1. Pregnancy test (PT)
  2. Non-pregnancy test (Non-PT)

 

A key component to every case is its outcome.  A case can only have one outcome.  An outcome occurs when a case is closed.

Outcomes

Possible outcomes for PT cases:

  • Abortion
  • Baby Born: Full Term
  • Baby Born: Multiple
  • Baby Born: Premature
  • Baby Born: Stillbirth
  • Miscarried
  • Negative Test
  • Unable to Contact

 

Possible outcomes for Non-PT cases:

  • Unable to Contact
  • No Permission to Contact
  • Services Complete

Opening and Closing Cases

Unless the Reason for Visit is “Pregnancy Test,” a Non-PT case is automatically opened for new clients when their information is recorded in the system.

 

Opening a PT case automatically closes an open case, if one exists (regardless of whether the open case is a PT or non-PT case).  A PT case is opened when a pregnancy test is scheduled for a client.

 

A staff member can manually close a case.  An outcome is required when a case is closed.

 

 

 

All Service Units/Activities provided for a client, interactions, assigned staff, and the events in which a client participates are recorded within the context of a case.

 

A case ID (identifier) is generated by the system when the case is opened.

 

There is only one case open per client; a client cannot have more than one case open for them at any given time.

 

Closed cases can be viewed and edited.  A closed case cannot be reopened, though.

 

Inactive PT cases are automatically closed after 270 days.

 

Inactive Non-PT cases are automatically closed after 30 days.

Case Attributes

  • Date Opened
  • Date Closed
  • Type
  • Outcome
  • Comments

Assigned Staff

Each case has a staff member assigned to it, a case owner of sorts.  Cases may have multiple owners.  The case owner is initially set to the staff member logged into the tablet used by the client during the client intake process.  Assignments can be changed manually.

Service Units, Activities, and Tools

A service unit is a means of grouping services, activities, and tools offered to and consumed by clients for each case that is opened for them. Each client visit consists of at least one, but often two or more service units that fit together like building blocks to represent various elements within any given client visit and case.

 

Typically, service units are very closely related to the reasons given by a client for their visit.  So, all reasons for a client to visit are service units:

  • Abstinence Counsel
  • Options Counseling
  • Childbirth Education
  • Relationship Counseling
  • Material Assistance
  • Parenting Class
  • Post-abortion help
  • Pregnancy Verification
  • Skills/Job Training
  • Ultrasound
  • Adoption Counseling

 

Other service units may not be listed as a “Reason for Visit” such as:

  • Conducting Spiritual Conversation

 

Additionally, there are activities that are associated with service units.  For example:

  • Classes
  • Training
  • Videos
  • Material Items
  • Brochures

 

Service units, activities, and tools (a.k.a. items) are associated in the Admin section of the application.  These relationships are hierarchical as activities are subsets of service units and tools are subsets of activities.

 

 

Recording Service Units

First Visit and Attendance

Service units are recorded for two types of clients

  • New – this type of client has never been to the Center and does not have a record in their system.
  • Returning/Existing – this type of client has been to the Center and does have a record in their system.

 

Every visit is generally assigned at least one service unit, and is typically the value entered for the client’s Reason for Visit.  Reasons for Visit are captured in various ways.

 

The receptionist (or welcoming staff member) captures the Reason for Visit for a new Client using a modal that appears prior to handing the tablet or device to the new Client.

 

Service units are captured for a returning client when they attend an appointment made in advance or a walk-in appointment.  The service unit to be applied is recorded when the appointment is created and a value is set for the General Reason dropdown field.  The client is credited with the service unit when their attendance is recorded.

In-visit Service Units

Other service units will likely be applied during a client’s visit.  For example, a client’s presenting reason for the visit may be a pregnancy test, but the service unit “relationship counseling” would immediately follow the test.<

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