Community Queue for System Administrators – Bitfocus

This article discusses how a System Administrator can setup/manage the Community Queue.

The Clarity Human Services Community Queue was developed around the utilization of an Assessment Tool to prioritize providing assistance for clients in most need.

The information is divided into the following sections:

Coordinated Entry Assessment and Referral Tools
Referral/System Settings
Program Creation for Coordinated Entry

Please refer to the article: Community Queue for End Users for more information detailing utilization of the Community Queue at the user level.

System Administrator Setup

The settings to utilize the advanced setup of the Community Queue are located in Launchpad > Setup > Settings

To see more information about working with Advanced Settings visit: Working With Advanced Settings: Overview

Assessment Screens

Assessments Screens (specifically Assessments configured with an Assessment Processor and enabled Eligibility Engine, also referenced as "Coordinated Assessments") are used to drive clients to the Community Queue. In order for a client to be referred to the Community Queue, they first must complete a Coordinated Assessment. The system has pre-defined Coordinated Assessments that are ready for use immediately. Alternatively, the system gives admins the capability to create custom Coordinated Assessments that fit the community's needs. Understanding and configuring the Coordinated Assessment is imperative to setting up coordinated entry successfully.

To navigate to the Assessment Screens, click Launchpad > System Setup > Screens > Assessment Screens. System Administrators are able to use pre-built Assessments for general application or create Custom Assessments for the entire system or individual CoCs. Creating Custom Assessments helps drive prioritization based on a scored need versus availability.

As seen above, System indicates a pre-built Assessment Screen. To create a Custom Assessment, click on Add Screen

Note: System Screens cannot be edited; however, they can be copied to use as a template for a Custom Screen.

Eligibility Engine

In order to designate an Assessment as a Coordinated Assessment, the Eligibility Engine must be enabled. After the initial Assessment screen is created, the Eligibility Engine toggle option will appear. By toggling the switch on within the Assessment Setup screen, this will allow for referrals to the Community Queue after a client has completed the Coordinated Assessment.

For more information about setting up a General Assessment visit: How To Set Up General Assessments.

If using the VI-SPDAT for Centralized Intake please refer to the article: Working with the VI-SPDAT [V2] & VI-F-SPDAT [V2] for Centralized Intake

Assessment Processors

The Assessment Processor feature allows System Administrators to assign custom scoring to fields and sections of Coordinated Assessments. This scoring will assist in determining eligibility and prioritization within the Community Queue. To add a new processor click on Create a new Processor within Setup > Settings > Assessment Processors. The Assessment Processor can be assigned to the appropriate Coordinated Assessment within the Assessment Screen setup.

For more information about the Assessment Processors setting visit: Working With Assessment Processors.

Referral/System Settings

Clicking the Launchpad > Setup > Settings > Referral Settings allows the user to enable the Community Queue and other preferences within Clarity Human Services.

Add New Referral Settings

By clicking the Default setting, you can update and enable Community Queue preferences system-wide. Add New Referral Settings will allow the Community Queue to be set up by CoC or Sharing Group (dependent on the Coordinated Entry Type Setting) when clicking the Add New Referral Settings. Add New Referral Settings can be created for individual CoCs or sharing groups.

Referral Settings

Referral Settings are important to coordinated entry. The settings control what types of referrals will be accepted, who manages the referrals matching process, and the frequency of notifications. Below we describe the function of each setting:

Settings	Descriptions
Community Referral Queue	Selecting this toggle will enable the Community Queue in the Referrals tab and allow users to refer clients to the Community Queue. This is required for Centralized Intake and Coordinated Assessment purposes.
Community Referral Threshold	The time frame selected here will determine how long a referral remains in the Pending tab before being sent to the Community Queue tab
Referral Type	This setting determines which type of Referrals will be affected by the Community Referral Threshold. Unqualified:Direct referrals will be sent to the Community Queue tab after the Community Referral Threshold Qualified: Only referrals from Assessments will be sent to the Community Queue tab after the Community Referral Threshold All Referrals: All referrals, regardless or origin, will be sent to the Community Queue after the Community Referral Threshold
Inactive Referral Expiration Threshold	The time frame selected here will determine how long a referral will remain in the Community Queue without a check-in. Note that referrals are not completely removed from the system after this timeframe; they are sent to the Denied Tab. To send an expired client to the Community Queue there are some options, complete a new Assessment or alternatively follow these steps: Client > Assessment > Assessment History > Eligibility > Refer Directly to the Community Queue.
Matching Process	The options listed here control whether designated users (assigned by Access Role) will have the ability to re-assign referrals in the community queue to agencies other than their own. There are three available settings within Matching Process: Agency Controlled - Select this setting if users will be assigning Community Queue referrals to programs within their agency only from the Community Queue. Matchmaker Controlled - End users with Matchmaker enabled in their access role are able to select the Active Agency in the Community Queue and refer the client to a program in that agency. After selecting an active agency, the user must click on the search button before the selected agency will become active. Both - Users who have Matchmaker enabled in their access role will be able to refer clients to agencies other than their own. Users who don't have Matchmaker access enabled in their access role will only be able to assign clients to programs within their own agency
Program Availability Management	Program Availability Management will enable the Availability tab to appear under the Referrals tab. This will allow Matchmakers to view program availability when making referrals. From the Availability tab, the user can set the program to Full Availability, Limited Availability or No Availability. With Limited Availability, the user can add additional openings or delete openings for the program
Use Custom Fields Fields on Program Availability	Toggling on this setting allows for the configuration of custom fields when when posting program availability openings. The custom fields can be configured within the Referrals Settings when toggling Use Custom Fields on Program Availability. A new section Program Availability Custom Fields will appear where any applicable custom field for the program availability tab can be added by clicking Add New Custom Field and filling out the Name, Title, and Type, and then clicking Save Changes in order for it to appear on the Availability tab
Pending Referral Notifications	If Pending Referral Notifications is toggled on, the options Notification Frequency, Notify Days In Pending, and Notify Days In Process will appear. These settings enable notifications to users if referrals assigned to an agency are pending and/or pending-in-process for more than the specified time or specified frequency. There are three available settings in Pending Referral Notifications: Notification Frequency - Users are notified on pending referrals based on the frequency selected here. Frequency options include Daily or Weekly notifications. Notify Days in Pending - The number of days a referral is pending before a notification is triggered. Notify Day in Process - The number of days a referral is in process before a notification is triggered. New Feature April 2019: When a pending referral has expired, users will receive an email notification specifying that the referral has expired.
Automated Removal from the Community Queue	Toggling this to the on position will enable an end user to exit a client to a permanent destination with a notification relating to the Queue. Upon exit, a confirmation popup will now appear to alert them that doing so will remove the client from the community queue. The removal reason will be set as Self Resolved.

For additional Information about setting up the Referral tab visit: How to Configure the Referrals Tab

New Feature April 2019: Configuring User Access in Referrals

User access roles can be configured to limit which sections of the referrals tab users have access to (if 'Referrals' is checked, access to at least one section must be given).

When a user has access to referrals, they will be directed to the first tab they have access to when clicking Referrals from the client search screen.

When users perform an action that would typically direct them to a tab they do not have access to (i.e., denying a referral and being directed to the 'Denied' tab), they will, instead, be returned to the previously accessed tab.

To configure what Referrals component a user role has access to, simply toggle on or off each section in Access Roles. For more information on configuring Access Roles, see Creating or Editing an Access Role.

System Setup

Within the System Settings, accessible by clicking Setup> Settings, underneath the Account Settings section, the Coordinated Entry Type can be set to either Continuum of Care Based or Sharing Groups Based. If Add New Referral Settings is utilized in the Referral Settings page, rather than solely using the Default Referral Settings for the system, the Coordinated Entry Type will determine if Coordinated Entry will be configured by CoC or by Sharing Group. More information about the Coordinated Entry Type can be found below.

Continuum of Care Based: Selecting Continuum of Care Based as the Coordinated Entry Type will allow for a CoC dropdown on the top of the newly added Referral Settings. So, as a result of this setting, when Add New Referral is clicked in the Referral Settings, the appropriate CoC choice can be selected.

Sharing Groups Based: When selecting Sharing Groups Based as a Coordinated Entry Type within the Account Settings is to segment Coordinated Entry into more of a custom group based model. Even in a completely open system, you can set sharing to full shared so the Sharing Groups act as a grouping mechanism. A result of this setting when clicking Add New Referral in the Referral Settings, the appropriate sharing group can be selected. These added sharing groups will be their own separate Coordinated Entry system.

Additional information related to Sharing Groups can be found within Working with Sharing Groups.

Note: If you would like to create separate Coordinated Entry Sharing Groups based on applicable city, region, etc. within the community. The Sharing Group can be created and labeled accordingly, and the sharing can be turned on between those groups in order for sharing in the instance to not be impacted but for the separation to be created for Coordinated Entry purposes.

A configuration that combines Sharing Groups and Coordinated Entry may trigger an election of a Primary Coordinated Entry Group to be selected on the Agency Overview page. The Agency would need to be set as Sharing Groups Based Coordinated Entry Type in the Advanced settings, and simultaneously have multiple Sharing Groups created in Settings>Advanced Options >Referral Settings. Then, this “Sharing Groups Based Coordinated Entry” configuration allows a Primary Coordinated Entry Group to be selected on the Agency Overview page. This may be helpful if an agency has multiple sharing groups in the system with separate Coordinated Entry Referral settings.

Program Creation for Coordinated Entry

Program Creation

To create a Program, click on the Launchpad > Manage > Programs > Add New Program. Below we focus on key areas of Program creation that impact the Community Queue.

Program Eligibility

Eligibility enables or disables parameters for program enrollment (e.g. client must be male, client must be a Veteran, VI-SPDAT Assessment Score). If an Agency has specific criteria that need to be met prior to a client is enrolling in a program, Eligibility must be turned on. Once Eligibility is enabled, a section will appear to configure the Eligibility criteria. The criteria that is selected is particularly important if the Referral Type is set to Qualified Referrals in the Referral Settings. In that case, only clients that meet the configured program eligibility will be able to be referred and enrolled

The image below shows the Eligibility turned on, which would inform referring partners of the program eligibility.

For more detailed information regarding Program eligibility, please refer to the article: Working with Program Eligibility.

Public Listing

When Public Listing is enabled within the program set up, other agencies can view the Program and refer clients to the Program bypassing the Community Queue altogether through a direct referral. Direct Referrals are separate from the Community Queue. If Public Listing is disabled, other agencies can't refer clients directly to a Program. This functionality does not limit the ability to enroll clients within in the Community Queue.

Note: It’s critical that Public Listing to be toggled on for Programs to appear as an option for a direct referral after finishing an Assessment. If users only want a Program participating in the Community Queue, toggle Public Listing to off or staff may refer to Programs erroneously rather than sending Clients to the Community Queue.

Additional information about Program setup can be found within the article: How to set up a Program: Detailed Instructions

By the end of this section users should have the resources to be able Create a Custom Assessment, Create/Manage Assessment Processors, Manage the Referral Settings, and set up Programs. Managing these pieces is key to effectively managing the Community Queue.

Reports

The below canned reports were designed to assist with with Coordinated Entry and provide an overall understanding of how it's being used in the community. To run reports related to the Community Queue please go to Launchpad > Reports. The Community Queue reports are organized within the Administrator category as well as Community and Referral categories. These reports include:

[RFRL-101-AD] Referral Statistics
[RFRL-102-AD] Referral Outcomes Statistics
[RFRL-110-AD] Referral Detail Report
[RFRL-150-AD] Community Queue Query
[DQXX-106-AD] VI-SPDAT - Centralized Intake Dashboard Report
[RFRL-120] Coordinated Entry Compliance Report

Note: Some communities have created custom coordinated entry reports that they find useful. To build a Custom report it may require a SOW. Contact Bitfocus for additional information.