FAQ


**If you do not see the answer to your question here look at the Training Manual. If you don’t know how to log an issue in ClientTrack please review the “How to Log an Issue” page on the website.**

1. What do I do if I think that the client is in the system, but they do not show up when I search?
2. How do I edit the following in ClientTrack?
3. When should I log an Issue in ClientTrack?
4. What is UHMIS’s protocol for handling issues?
5. What should I do if there appears to be a duplicate client?
6. How do I delete a duplicate Enrollment?
7. What should I do if I notice that the client has more than one current housing enrollment?
8. Can I change the unit of measure or cost of a service record in ClientTrack?
9. Can a client receive a program related service before the date of the Enrollment?
10. Can I do an assessment through the assessment menu option instead of through the enrollment?
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1. Do you have to enroll all family members listed in the program?
12. I forgot to add a family member to an enrollment; can I add them in to an existing enrollment?


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1. What do I do if I think that the client is in the system, but they do not show up when I search?

  • Try searching with broad conditions set for the name. For example if you client’s name is Phillip Johnson, try just search “P” in the first name and “J” in the last name. Then look through the list to see if there is a possible match
  • If you still don’t see the client, you can try searching for them by just the social security number or just the date of birth.

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2. How do I edit the following in ClientTrack?

  • Basic Client Information
    • To edit basic client information first find and select the client that you wish to edit and then click on the “Edit Client” menu option in the “Clients” tab. This will pull up a page where you can edit the basic client information. When you have made all of the correction that you need to simply click on the finish button to save the changes to the client record.**NOTE: Please only correct information that you have seen a hard copy record of and know is correct.**
  • Enrollment Date for a HUD/HPRP/TANF program
    • To edit the enrollment date first find and select the client that you need to edit the enrollment date for. Then click on the “Enrollments” menu option on the “Clients” tab. When in the enrollments page, click on the blue drop down arrow next to the enrollment that you wish to edit. This will cause a drop down list to appear on that list click on the “Edit Enrollment” option.This will pull up a page where you can change the basic information of the enrollment including the enrollment date. When you are done click on the “Save” button to save the changes.**NOTE: This process will only change the enrollment date for the selected client. In order to change the enrollment for all family/case members you must follow the above steps for each member.**
  •  Assessment Answers for a HUD/HPRP/TANF program
    • To edit answers given in the assessment first find and select the client that you want to changes answers for. Then click on the “Enrollments” menu option on the “Clients” tab. When in the enrollments page, click on the blue drop down arrow next to the enrollment that has the assessment that you wish to edit. This will cause a drop down list to appear.On that list click on the “Review Assessment” option that corresponds with the assessment that you want to edit (i.e. Entry assessment. During Program Enrollment Assessment, or Exit Assessment). This will pull up a page where that will list all of the different parts of the assessment i.e. “Universal Data”, “Barriers”, etc. Click on the section that you need to edit. This will pull up the corresponding page where you can edit the answers that were previously provided. When you are done click on the “Save”, “Finish” or “Save & Close” button to save the changes.**NOTE: This process will only change the answers for the selected client. In order to change the answers for other family/case members you must follow the above steps for each member.** (Must Change on all case members)
  •  Enrollment Exit Date for a HUD/HPRP/TANF program
    • To edit a client’s enrollment exit date first find and select the client that you want to changes answers for. Then click on the “Enrollments” menu option on the “Clients” tab. When in the enrollments page, click on the blue drop down arrow next to the enrollment with the incorrect exit date. This will cause a drop down list to appear.On that list click on the “Exit the Enrollment”. This will state the exit work flow but with all of your previous answers saved. On the first page of the workflow you see Exit date question. Enter in the corrected date and press save. This will move you on to the next page of the workflow; at this point you can cancel the workflow. Double check to see that the exit date has been updated to the date that you want.**NOTE: This process will only change the exit date for the selected client. In order to change the answers for other family/case members you must follow the above steps for each member.**

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3. When should I log an Issue in ClientTrack?

  • Issues should typically fall into one of three categories 1) Technical malfunctions of the website 2) Requests for UHMIS staff to delete or change/ something in the system (that you can’t do on your own) 3) Requests to have additional programs, grants, or services built.

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4. What is UHMIS’s protocol for handling issues?

  • Once you have submitted your issue it is placed into our internal issue queue. Someone from our staff usually reviews and assigns the issues at least once a day. Once assigned a UHMIS staff member will contact you regarding the issue. Typically this correspondence will be though the issue system with in client track, so please keep an eye on your submitted issues in the system. You can expect that the assigned staff member will make contact with you with in 3 business days.

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5. What should I do if there appears to be a duplicate client?

  • Submit an issue in ClientTrack requesting that staff review the possible duplicate. Please be specific and detailed in your issue.

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6. How do I delete a duplicate Enrollment?

  • Submit an issue in ClientTrack requesting that we delete the duplicate enrollment. Please be specific and detailed in your issue. In example, tell us the dates of the enrollments, the program of the enrollments, tell us which family members need to have the enrollment deleted, why the duplicate enrollment occurred. Make it as obvious as possible for staff which enrollment you want deleted.

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7. What should I do if I notice that the client has more than one current housing enrollment?

  • You should try to discuss this issue with the client and also with the other agency that the client is working with. We want to make sure that the clients are not receiving unnecessary duplicate services or housing.

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8. Can I change the unit of measure or cost of a service record in ClientTrack?

  • Yes. You are welcome to track your services in whatever units that your agency feels appropriate. **Note direct financial assistance service should be tracked as dollars.**

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9. Can a client receive a program related service before the date of the Enrollment?

  • No. ClientTrack will give you an error if you try to record a service associated with an enrollment prior to the date of the enrollment.

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10. Can I do an assessment through the assessment menu option instead of through the enrollment?

  • If you are running a HUD, HPRP, or TANF and you want you assessment to be associated with your enrollment the assessment must be done through the enrollment. If you want to perform an assessment that will not pull on reports related to the enrollment, but you want to keep the information in the system than you can perform them in the assessment tab, but in most cases this is not recommended.

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11. Do you have to enroll all family members listed in the program?

  • No. You may pick which family members are actually enrolled in your program. This may mean that you have a family with 5 members but only 2 are enrolled in the program.

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12. I forgot to add a family member to an enrollment; can I add them in to an existing enrollment?

  • Yes, but this is a complicated process. Please do your best to enroll all of the needed family members at the time of the initial enrollment in ClientTrack. If you need to add a family member to an enrollment submit an issue in ClientTrack.

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