The following frequently asked questions provide details on the most commonly asked about pieces of the Service Coordinators feature. Click a question from the list here to navigate directly to the corresponding answer, or scroll through the full list of questions and answers below.
No. In the event that a client's service coordinator is set as the individual to whom one or more of the client's chart events is assigned, that assignment will not change if the client is switched to a different service coordinator. Any changes to charting timetable records must be completed manually in these instances. For more information on updating charting timetable records, see Working with Charting Timetable Records.
By default when completing the process of reassigning a caseload, you will be presented with a full list of the worker's clients. For each of the clients on that list you must then select a new service coordinator separately, whether or not they will all be assigned to the same individual. This process gives you the flexibility of easily splitting the worker's caseload between other staff members, but may not necessarily work well if it's your agency's policy to always re-assign full caseloads to a single individual. In such instances, there is an optional feature that can be turned on by Foothold Technology that results in a single drop-down during the reassignment process, from which you'd select just one individual to transfer the caseload to. If this is a feature you're interested in having turned on, please contact the Help Desk for assistance. It is set on a program-by-program basis, so please be sure to provide a list of the programs for which it should be made available.
No, only admitted clients can be assigned to a caseload.
No. System generated messages regarding a client are only sent to his or her primary service coordinator.
Service coordinator assignments cannot be updated by users after a client has been discharged. For assistance with doing so, please contact the Help Desk for assistance. Be sure to provide them with the name of the program, client, and correct coordinator, as well as the date on which the client was added to that coordinator's caseload.
In outreach programs, service coordinator assignments can only be made for clients for whom placements have been entered.
The coordinator selection list is composed of staff who have chart access to the selected program who also meet criteria for EITHER:
a) have the "Include in Direct Care Staff Lists" permission
- OR -
b) are in one of these user groups: Direct Care Program Director, Direct Care Staff, Direct Care Admin Support, Intake Staff, Housing Reception Desk Staff, Entitlements Staff, CoC Executive Officer, CoC Executive Support Staff, Local CoC Admin, Executive Officer, Agency Executive Officer, Agency Executive Support Staff, or System Administrator
c) are a program director or deputy director assignment (set using the System Setup module, Agency Program Information, Configure Administration feature)
- OR -
d) have a current caseload in the program
Staff who have been terminated in the last 60 days are also included on this list when they met the above criteria prior to their termination.
If, during the admissions process, the primary worker option is set to "unassigned," the client will have no coordinator on the service coordinators report. It is also possible to change the service coordinator selection in the Services - Individual module's Service Coordinators feature to "unassigned" after admission.
When a client is discharged from a program, whoever was assigned to that client as the service coordinator remains associated with the unit the client occupied. Then, when another client is placed into that unit via discharge from another program, it uses that service coordinator assignment for the new client as well. If you'd prefer this auto-assignment not occur, there are two ways to approach this:
a) When a client is discharged from a residential program, staff from the discharging program can immediately go into Services - Individual > Service Coordinators in data entry mode and from the "Vacancy" selection list choose the unit the client was just discharged from. Change the assignments for that unit to "unassigned," and then update. When that's done, anyone discharged from another program directly into that unit will be "unassigned" and it will be up to the staff at the admitting program to assign that individual to someone's caseload at that time.
b) You can leave things as is (without changing the vacancy's coordinator assignment to "unassigned") and instead have staff make the service coordinator assignments when they learn that they've had a client added to the roster from another agency program. Keep in mind, however, that this requires that staff check the coordinator assignments for new clients from other agency programs to make sure that they are correct.