Support Services Contacts Frequently Asked Questions







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The following frequently asked questions provide details on the most commonly asked about pieces of the Support Services Contacts 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.

Are the Support Services Contacts ReportBuilder report contents limited to information for active clients?

How can a support services contact that appears in report mode but not in data entry mode be removed from the face sheet?

How do I keep a discontinued support services contact from showing up on the list?

How do I reinstate a discontinued support services contact?

How do I remove a discontinued support services contact who is still displayed on the face sheet in report mode?

How do I replace an existing support services contact with new information?

When entering a consent for a support services contact record, why does the expiration date default to one year if I leave it blank?

Why did I receive a "new provider relation label is reserved" error when entering a support services contacts in an extra "role" field?

Why isn't a support services contact showing as discontinued if I use today's date as his/her end date?

Why won't the consent dates save for a particular support services contact?

Are the Support Services Contacts ReportBuilder report contents limited to information for active clients?

No, discharged clients may also be included in the report based on the report's date range.  Specifically, the report looks at any clients with program histories in the selected program where the program stay overlaps with the report period at some point.  As a result, the client could have been on the current roster for only part of the report period but still be included in the report contents.

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How can a support services contact that appears in report mode but not in data entry mode be removed from the face sheet?

Support services contacts who show up in report mode on the face sheet but not in data entry mode can be removed using the Support Services Contacts History feature accessed from the bottom of the contacts data entry page.  From within the history, you have the option to delete a support services contact entirely by entering the same as of and end dates or by checking off the Delete checkbox.

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How do I keep a discontinued support services contact from showing up on the list?

A discontinued support services contact will continue to be displayed on the list until another contact is entered in that role.  If a new support services contact has not been set for the role, remove it from the list by overwriting the contact and agency names with "none", overwriting the phone numbers with "0000000000", and deleting the remaining contact information.  The old support services contact will then be moved into the history, and the none entry will be listed on the support services contacts list.

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How do I reinstate a discontinued support services contact?

In order to reinstate a discontinued support services contacts, the end date must be removed for that contact.

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How do I remove a discontinued support services contact who is still displayed on the face sheet in report mode?

The face sheet always displays the last person in any of the standard / pre-defined roles, even if that last support services contact is now discontinued.  To move a discontinued contact to the Support Service Contacts history so that it is no longer displayed, the old contact information needs to be overwritten with that for a new contact. If a new support services contact is not available, "none" can be entered in the name and agency fields for that role, any phone numbers can be overwritten with "0000000000", and the other information for the old contact, including the end date, can be deleted. 

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How do I replace an existing support services contact with new information?

First discontinue the existing support services contact by entering an end date for him/her.  Update the page, and then return to data entry mode.  At that time, overwrite the discontinued contact's information with the new data.  When doing so, be sure to delete the value in the end date field.

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When entering a consent for a support services contact record, why does the expiration date default to one year if I leave it blank?

The expiration date field is hard-coded so that it cannot be left blank.  If a consent expiration date is not entered and the support services contact information is saved, the field will default to one year from the date signed/not signed.

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Why did I receive a "new provider relation label is reserved" error when entering a support services contact in an extra "role" field?

You cannot enter an extra/additional role using a role name that is the same as the name of a built-in/standard role.  Each role name must be unique in some way.  For example, if "Physician" is a built-in role and you wish to enter a second physician using one of the extra role options, you would need to name that role "Physician 2" or in some other way make it unique from the built-in role.

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Why isn't a support services contact showing as discontinued if I use today's date as his/her end date?

The support services contact will continue to show as current through the end date entered.  As a result, if today's date is entered as the end date, the contact will show as discontinued tomorrow.

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Why won't the consent dates save for a particular support services contact?

Consent information requires that each support services contact "person" field and address be distinct across all contacts for the client.  Additionally, no address field can be left empty when there are two or more contacts with the same name (even if one of them has address information entered).

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