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1 | CRMS SOFTWARE Copyright © 2003-2013 CTSI Incorporated All Rights Reserved

CRMS CMVersion 1.01


Last Updated: April 16, 2013

http://www.crms-software.com


Table of ContentsIntroduction 8

Overview 9

Administration 10

Login to CRMS CM 10

Login to Alternate Database 11

• Administration Tabs 13

Agency Information 17

Audit Log 18

Category Table 20

Creating a New Category Table Entry 21

Modifying a Category Table Entry 22

Deactivating a Category Table Entry 24

Reactivating a Category Entry 24

Setting a Default Category Table Value 24

User Group Administration 25

Creating a New Group 25

User Permissions 26

Modifying a Group 28

Deactivating a Group 28

Reactivating a Group 28

User Administration 29

Creating New User Accounts 29




Modifying a User Account 30

Deactivating a User Account 31

Interface Sorting 32

Client Lock Box 33

Modifying a Clients Lock Box Status 34

Resetting Lock Box Status 36

Program Management 37

Creating a New Program 38

Program Options 40

Modifying a Program 40

Deactivating a Program 41

Reactivating a Program 41

Crisis Module 42

Assigning Calls 43

Outgoing Calls 58

Searching for Calls 59

Review Calls 60

Edit Calls 60

Print 60

Play Call 61

Telecheck Summary 62

Telecheck Summary 63Searching Telecheck Items 64

Call Legend 64




Make Call 65

Forms 66

Reviewing a Form 67

Creating a New Form 68

Marking Form as a Mistake 68

CRMS Search Engine 69

Performing a Search 69

View Client 71

Forms 71

Risk Assessment 71

Telecheck 73

Call Linker 75

Locating a Call 76

Playing a Call 76

Linking a Call 76

Unlinking a Call 77

MyAssistant 80Reading Messages 81

Creating New Messages 82

Reply/Forwarding a Message 84

Searching for Messages 85

Viewing Sent Messages 86

Deleting Messages 87

Printing Messages 87




Hiding Previously Viewed Messages 88




IntroductionThis manual is designed to assist with the basic summary and use of CRMS CM.

CRMS CM is to be used in conjunction with CRMS Case Management.

This product requires the .NET 2.0 Framework. Please contact your IT department before installing this application.

Please contact CRMS Support should you experience any issues or require any assistance with this product.

CRMS SupportEmail - [email protected] - 1.800.617.2767 x 221


mailto:[email protected]

mailto:[email protected]



OverviewCRMS CM or “Crisis Module” provides CRMS users with a simple and intuitive interface to document Crisis calls.

The Crisis Module allows CRMS users to record call details and link them to call recordings. Users can also document digital forms and save them inside of client files. This manual will cover all aspects of these features and walk users through the basic functions of the CRMS CM application.




AdministrationThe Administration module provides users the ability to modify various aspects of the CRMS CM application. The Administration area allows Administrators to assign features and permissions to user accounts.

Please verify with your CRMS Administrator should you not have access to the Administration area.

Login to CRMS CM

1. Double click on the CRMS CM icon located on the desktop as seen in Figure 1.

Figure 1 - Launching CRMS CM

2. The CRMS CM login screen will appear as seen in Figure 2.

Figure 2 - Login Screen for CRMS CM

3. Enter your username and password and click OK to login to the application. The username and password are identical to the credentials used in the CRMS Case Management application.




Login to Alternate Database

4. In order to login to an alternate database such as a training database, click on the Data Source drop down as indicated in Figure 3 below.

5. Select the desired database and enter your user name and password and click OK to login to the application.

Username and passwords may differ as they are two separate databases.

6. Once the login is successful, click on the View menu and select Administration as seen in Figure 4.

Figure 4 - Accessing Administration Module

7. Figure 5 (see following page) demonstrates the loaded Administration module.

*TIPS AND TRICKS* - Should you not see any items in the View menu, please contact your CRMS Administrator. Your user profile may not have the correct permissions.


Figure 3 - Login to Alternate Database



8. The Administration dialog allows CRMS Administrators to modify Agency Information, review Audit Logs, change and or create Category Table entries, adjust User Groups and User Accounts, access Client Lockbox, modify Program information as well as the ability to customize the layout of the Administrator tabs.

9. Table 1-4 (see following pages) describes the various tabs and their function in the CRMS CM application. Each tab will be described in detail in its own section later in the manual.

Figure 5 - Administration Module




Administration Tabs

Tab Name Function

Agency Information

Allows modi!cation to the Organization Number, Program Number, Client Numbers, Activity Code Multipliers and Note History Limit.

Audit Log

Provides the ability to review Audit Logs and !lter based on various parameters.

Table 1 - Listing of Administration Tabs




Tab Name Function

Category Table

Provides the ability to modify, deactivate and create new drop down menu entries which are used throughout the CRMS CM application.

User Group Administration

Provides the ability to create User Groups and assign permissions to these User Groups.





Tab Name Function

User Administration

Provides the ability to create, modify and deactivate user accounts. It also allows Administrators to associate users to User Groups.

Interface Sorting

Provides the ability to reorder the Administrator tabs as desired.





Tab Name Function

Client Lock Box

Provides ability to lock users from client !les on a per user and per client basis.

Program Management

Provides ability to create, modify, and deactivate programs.





Agency Information

The Agency Information tab allows CRMS Administrators to modify global agency settings such as:

I. Organization Number• Modifies the Ministry of Health designated organization number for the

organization.II.Program Number

• Modifies the Ministry of Health designated program number for the organization.

III.Client Prefix• Modifies the 4 digit CRMS client number prefix. I.e. Agencies can change the

prefix to “0910” to indicate client referrals were received in the 2009-2010 fiscal year.

IV.Client Number• Modifies the 5 digit CRMS client number. Agencies can reset this number

yearly as a way to easily track new referrals in conjunction with the client prefix. V.Activity Time Multiplier

• Modifies the interval used for Contact Log Activity Codes. I.e. 1 minute interval, 5 minute intervals, 10 minute intervals etc.

VI.Activity Time Count• The number of Activity Codes to be used with the Activity Time Multiplier. I.e.

Using an Activity Time Count of 12, with an Activity Time Multiplier of 5 will result in the drop down displaying 5-60 minutes in 5 minute intervals.

VII.Note History Limit• Modifies the Forms module to display a preset amount of Notes. This will

cause the module to load the most recent x Notes.

If you are unsure about the outcomes of changing these settings, please contact CRMS Support as they will affect all users across the agency.

1. In order to make changes to any of these values, modify the desired value and click Save to finalize the process.




Audit Log

The Audit Log allows CRMS Administrators the ability to review user actions which occurred in the CRMS software suites. Administrators can filter log results based on date ranges, applications, as well as by users and by clients in order to locate transactions. Figure 7 demonstrates the Audit Log.

Figure 7 - Audit Log

1. Select from the desired parameters in order to refresh the Audit Log. The Audit Log will automatically refresh. As seen above in Figure 7, the Audit Log is currently displaying transactions which occurred between the date range of September 1st 2009 and September 30th 2009.

Figure 6 - Modifying Agency Information Tab




2. In Figure 8, filtering is being applied to review transactions based on a worker and a client within the same date range.

Figure 8 - Filtering Audit Log

3. By default, the Audit Log’s drop down menus display only Active users and clients. Click on Show All as shown in Figure 9 to review transactions for Not Active clients and Not Active user accounts. Note in Figure 9 that Show All has been selected which in turn displays both Active and Not Active user accounts.

Figure 9 - Showing All Users

4. The Audit Log also provide displays the number of log results returned by the search. This is displayed below in Figure 10.

Figure 10 - Number of Returned Audit Log Transactions

5. Administrators can also Export and Print the Audit Log results. Clicking on Export will cause a Save Dialog to appear as seen in Figure 11. Select the desired location and click Save to export the log results. Select an export format by choosing from the available options.




Figure 11 - Exporting Audit Log TransactionsCategory Table

The Category Table Editor allows CRMS Administrators to modify, deactivate and create new drop down menu entries which are used in the CRMS CM application. Administrators can also perform various data mappings for CDS values and Activity Codes.

The Category Table is separated into two sections: the Input Section (1) and the Review Section (2). These are identified in Figure 12. Table 5 below describes the various fields found in the Input Section.

1

2

Figure 12 - Category Table Editor




Field Purpose

Type First Tier Grouping

Control Second Tier Grouping

Value Name of Item Which Will Appear in Drop Down

Value (French) Display Value for Drop Down for French Users

Code Code Value Required for Certain Items

Description Description for Administrators

Category Mapping Category for CDS/MIS Items

Class For Future Use

Order Sort Order in which items appear in Drop Down

Active Determines whether item will be displayed in Drop Down

Table 5 - Category Table Input SourcesCreating a New Category Table Entry

1. Select the Type and Group drop downs as seen in Figure 13. In this example, “Control” was selected for the Type and “Contact Location” was selected for the Group.

Figure 13 - Creating a New Category Table Entry




2. Enter the desired value into the Value text box. If your agency used a multilingual setup, enter the french value into the Value(French) text box. Figure 14 below demonstrates adding a new Contact Location. Enter the desired sort order and check Active if you would like the item to appear in the drop down menu.

Figure 14 - Creating a New Category Table Entry

3. Click Save to complete the process. The item will then appear in the Review section as demonstrated in Figure 15.

Figure 15 - Newly Created Category Table Item

Modifying a Category Table Entry

1. Select the desired Type and Group values from the drop down menus.2. The Review Section will refresh to display the drop down items.3. Click on the desired item in the Review Section in order to populate the Input section

as seen in Figure 16.




Figure 16 - Modifying a Category Table Entry

4. Make the necessary changes and click Save to finalize the process.


Figure 18 - Marking Category Table Item as Default



Deactivating a Category Table Entry

1. Select the desired Type and Group values from the drop down menus.2. The Review Section will refresh to display the drop down items.3. Click on the desired item in the Review Section in order to populate the Input

section.4. Uncheck the “Active” check mark as seen in Figure 17. Click Save to finalize the

changes. The Review Section will refresh and the Active column will display “No” as the item has been deactivated.

Figure 17 - De-Activating a Category Table Entry

Reactivating a Category Entry

1. Repeat steps listed above in “Deactivating a Category Entry” and re-check the “Active” check mark. Click Save to complete the process.

Setting a Default Category Table Value

1. Repeat steps listed above in order to locate the desired Category Entry.2. Once located, right click the item in the Review Section. A contextual menu will

appear as seen in Figure 18 below.3. Click Mark as Default . The item will automatically be selected when used in its

particular module.




User Group Administration

The User Group Administration tab allows CRMS Administrators to create various user groups and assign permissions to these groups. Administrators can also assign users to particular groups. Users can also belong to several groups. Modifications made to a User Group will then be applied to any users belonging to this group. Additional features can also be applied to these particular user groups by clicking on the Associations button.

1. The User Group Administration is broken down into two sections. Figure 19 demonstrates the loaded User Group Administration tab and these two sections.

Figure 19 - User Group Administration Tab

1 2

1 Groups Section -Displays Groups - by default all groups will be displayed. Users can check “Active Only” to only see Active groups.

2 Permissions Section - Allows Administrators to assign permissions to groups. Administrators can also deactivate groups.

Creating a New Group

1. Click on the New button to reset all permissions and text boxes. 2. Enter the Group Name and select Active or Not Active from the Status drop down.3. Permissions must then be assigned to the newly created group. Click Save to

finalize the process




4. Table 6-10 below outlines the user permissions. Permissions are broken down by the various modules.

User Permissions

AdminAdmin

Permission Function

Agency Information Tab Access to the Agency Information Tab

Audit Log Tab Access to the Audit Log Tab

Category Table Editor Tab Access to the Category Table Tab

Group Management Tab Access to the User Group Administration

Interface Sorting Tab Access to the Interface Sorting Tab

User Group Assoc Tab Access to the User Access Overview Tab

User Management Tab Access to the User Administration Tab

View Access to the Administration menu item in the “View” menu

Load Required if any permissions have been checked off

Table 6 - Admin Permissions

Client DemographicsClient Demographics

Permission Function

Client Lock Box Tab Access to the Client Lock Box tab in the Administration module

Program Management TabAccess to the Program Management tab in the Administration

module

Agency History Page Access to the Agency History Page

Demographics Page Access to the Demographics Page

Dynamic Risk Factors Access to the Dynamic Risk Factors Page

Save Ability to save Client Demographic Modi!cations

View Client Ability to Open and View Client Charts


Table 7 - Client Demographics Permissions




Telecheck Telecheck

Permission Function

Telecheck Scheduler Page Access to Telecheck Scheduler

Telecheck Summary Access to Telecheck Summary


Table 8 - Telecheck Permissions

CRMS Search EngineCRMS Search Engine

Permission Function

CRMS Search Engine Access to the CRMS Search Engine -ability to perform searches


Table 9 - CRMS Search Engine Permissions

Call Manager [CM]Call Manager [CM]

Permission Function

Risk Assessment Access to Risk Assessment

Edit Calls Ability to Edit Previously Recorded Calls

Call Playback Ability to Playback Previously Recorded Calls

Call Linker Access to the Call Linker Module

Crisis Module Access to the Crisis Module

Forms Access to Forms Module


Table 10 - Call Manager (CM) Permissions




Modifying a Group

1. Click on the desired group in the Groups section as shown in Figure 20.

Figure 20 - Selecting a User Group

2. Permissions for the selected group will then be loaded in the Permissions section.3. Make any desired modifications and click Save to finalize the changes.

*TIPS AND TRICKS* - Modifications applied to a User Group will automatically modify all users within the selected group.

Deactivating a Group

1. Repeat the steps above to select the desired group. 2. Click in the Status drop down and select Not Active from the list.3. Click Save to complete the process. The Group will then be deactivated.

Reactivating a Group

1. Uncheck the Active Only check mark - this will refresh the Groups section to display Not Active user groups.

2. Select the desired group from the Groups section.3. Click in the Status drop down and select Active from the list.4. Click Save to complete the process. The Group will then be reactivated.




User Administration

The User Administration module allows CRMS Administrators to create, modify and deactivate user accounts. It also provides Administrators the ability to assign Users to User Groups.

The User Administration module is broken down into two sections. Figure 21 below illustrates these two sections.

Figure 21 - User Administration Module

1 2

1

2

User Section - Lists User accounts - by default will only list Active Users. Deselecting “Active Only” will then display “Not Active” User accounts.

Profile Section - Allows Administrators to modify user accounts (I.e. reset passwords, set password expiration date, assign users to groups etc.). Administrators can also create/deactivate user accounts.

Creating New User Accounts

1. To create a new user account, click the New button to clear all fields.2. Enter the required information in the designated fields. Table 11 (see following page)

describes each field in detail.




Field Function

Full Name Full Name of the User - used in reports, drop downs etc. CANNOT be left blank

User Name Login Name Used When Launching the Application

Language Determines whether the Interface will be English or French

Password User’s Password

Password Expires Date Which User Will Need to Reset their Password

Status User Account Status - Not Active Account CANNOT Login

Groups Which Group(s) User Account Belongs To

Table 11 - User FieldsModifying a User Account

1. From the Users section, click to select the user. The Profile section will then be populated as seen in Figure 22.

2. Make the necessary modifications and click Save to finalize the process.

Figure 22 - Modifying a User Account




Deactivating a User Account

1. Locate the user account as described above. From the Status drop down, select Not Active as seen in Figure 23.

Figure 23 - Deactivating a User Account

2. Click Save to deactivate the user account. 3. The user name will now appear highlighted in orange as seen in Figure 24.

Figure 24 - Successfully Deactivated User Account




Interface Sorting

The Interface Sorting tab allows CRMS Administrators to customize the layout of the Administration module. This allows them to modify the layout based on their particular needs. I.e. If an Administrator updates Category Table items and verifies Audit Logs more frequently, those tabs can appear first to streamline the interface. The Interface Sorting module also allows customization of various other layout features within the CRMS CM application.

1. Figure 25 below demonstrates the Interface Sorting module. From the available drop down, select the desired interface. In this example, Administration Tabs have been selected.

Figure 25 - Reordering Administration Tabs

2. Select the particular tab from the list and click Move Up or Move Down in order to reposition the tabs in the desired order.

3. Once the desired layout has been achieved, click Save to finalize the changes.4. Figure 26 (see following page) illustrates the modified tab layout. Note that

Category Table, Audit Log and User Administration now appear at the top of the list.




Figure 26 - Reordered Administration Tabs

Client Lock Box

The Client Lock Box allows CRMS Administrators to lock out particular user accounts on a per client basis. The Client Lock Box conforms with the PHIPA act and allows clients to deny certain users from viewing their client file.

1. Figure 27 demonstrates the Client Lock Box.

Figure 27 - Client Lock Box Module

2. The Client Lock Box is separated into two sections: the Client Search section and the Users section. The Client Lock Box also contains filtering parameters to help narrow the search. Figure 28 (see following page) demonstrates these sections.




1 2

3Figure 28 - Client Lock Box Sections

1

2

3

Client Search Section - Displays all client files - client in BOLD signify that the client contains Lock Box data.

User Section - Displays all user accounts - user highlighted in green indicate they have been allowed access into particular charts - while users highlighted in red indicate that user account has been denied access.

Filter Options - Displays either only Active Users/Clients as well as only clients with Lock Box information.

Modifying a Clients Lock Box Status

3. In order to add a new client to the Lock Box, a search must first be performed. In the Client Search box, enter either a first name, last name or client number. The list will be automatically refreshed as can be seen in Figure 29 (see following page).




Figure 29 - Client Lock Box Search Results

4. Select the client in order to load their Lock Box information. The User Section of the Lock Box will refresh to display the Lock Box information for this particular client.

5. As can be seen in Figure 30 below, a client has been highlighted and the User Lock Box information has been loaded. In this example, all users can access this particular client file.

Figure 30 - Modifying Clientʼs Lock Box Status

6. From the Users list, right click on the desired user account - from the available menu select Deny, Allow, or Clear to set the Lock Box Status.

Figure 31 - Configuring Lock Box Status

7. Once selected, the Lock Box will automatically refresh as seen in Figure 32 (following page). Notice that the user has now been highlighted in red to indicate they have been denied access.




Figure 32 - Refreshed Lock Box

8. Users can also click on either “Show only clients with Lock Box information”, or “Active Only” to filter the results.

9. Clicking the “Active Only” check mark will refresh both the client list and the users list. Clicking the “Show only clients with Lock Box information” check mark will only refresh the client list.

Figure 33 - Filter Options

Resetting Lock Box Status10.Locate the particular client in the Client section. Right click on the desired user

account for which the Lock Box status must be reset.11.Click on Clear as seen in Figure 34 below to reset the clients Lock Box status.

Figure 34 - Resetting Lock Box Status




Program Management

The Program Management tab allows CRMS Administrators to create, modify and deactivate programs which are used in the CRMS CM application.

The Program Management tab is broken down into two sections - the Review Section and the Input Section. Figure 35 below demonstrates these two sections.

Figure 35 - Program Management Tab

1 2

2

1Review Section - Users can select from the Active program list to make modifications in the Input section. Users can also check “Show All” to also display Inactive programs.

Input Section - Users can make modifications to existing programs, or create new programs.




Creating a New Program

1. To create a new program, enter the information into the Input section.2. Enter the following information by either selecting from the available drop down or

typing in the available text boxes. Table 12 below describes the various drop downs and text boxes located in the Input section.

Field Function

Agency Used for Multi-Agency Setups. For single agency setups, select “All Agencies”

CDS Function CDS Functional Centre for which program “rolls up” into - the MOH de!ned functional centre for which the program reports to

Program Type Allows Administrators to group similar programs into “types” for reporting purposes

Program Name Program name which will appear in all drop downs throughout the application

Active Whether the program is Active or Not Active

Program Description Description !eld for CRMS Administrators

Region For Future Use

Site/Region For Future Use

LHIN’s The LHIN for which the program serves

Program Options Various options which can be enabled on a per program basis (see Table 13 for details)

Table 12 - List of Fields in the Input Section

3. Once all details have been filled out, click Save to complete the process. Figure 36 (see following page) demonstrates the Input section prior to clicking Save.




Figure 36 - Creating a New Program

4. Upon hitting Save, the program will then appear in the Review Section as seen in Figure 37.

Figure 37 - Successfully Created New Program




Program Options

Program Option Function

Accept Crisis Referrals Accepts Crisis Referrals from the CRMS Case Management Crisis Module

Auto-populate Pending and Intake Dates Automatically create the PA, IA transactions when using the Entry date transaction

Diagnostic Categories Diagnostic Categories becomes mandatory

Employment Program Additional Employment Pop Up becomes Active

No Agency History Particular program will be unable to save Agency History

No Contacts Particular program will be unable to save Contacts

Presenting Issues Presenting Issues becomes mandatory

Priority Needed Allows for a Priority Wait List

Referring Sources Enables Referral Source drop down in the Agency History

Report Only Program will remain only for reporting purposes. Clients can NOT be admitted into the program.

Table 13 - List of Available Program Options

Modifying a Program

1. Select it from the Review section. The drop downs and text boxes will then be populated in the Input Section.

2. Make any necessary modifications and click Save to complete the process.3. Should you be unable to locate the program, make sure Show All is checked as

seen in Figure 38. (see following page). Note in Figure 38 that certain programs are highlighted in orange to indicates that these programs are currently Not Active.




Figure 38 - Showing All Programs

Deactivating a Program

1. To deactivate a program, first locate the desired program from the Review section.2. Uncheck the Active check mark.3. Click Save to finish the process.4. To view the program at a later date, remember to click on “Show All”

Reactivating a Program

1. To reactivate a program, repeat the steps above however recheck Active to make the program visible to users once more.

2. Click Save to complete the process.




Crisis ModuleThe Crisis Module allows users to assign incoming and outgoing Crisis calls to clients. The Crisis Module also allows users to search through saved calls. Figure 39 below demonstrates the Crisis Module. Figure 39 also breakdowns the various sections in the Crisis Module.

Figure 39 - Crisis Module

1

3

2

1

2

3

New Calls - New calls appear in this section. Calls are highlighted in various colors to indicate their current state. (RED = Ringing, YELLOW = Answered, GREEN = Assigned)

Additional Features - Buttons allow users to access additional features such as the Telecheck Summary, Call Review, Call Editing, Call Playback and Printing.

Search Area - Displays calls which have occurred between the selected date range. Users can also filter the results further using the available drop downs.




Assigning Calls

1. When a new call arrives, the New Call area will display call information and highlight the call in red. Figure 40 demonstrates a new unanswered call.

Figure 40 - Unanswered Call in Crisis Module

2. In order to pick up a call, highlight the desired call and click Assign Call. The Call Summary window will then be loaded. Figure 41 (see following page) demonstrates the Call Summary window.

*TIPS AND TRICKS* - Note the “Ringing” box in red situated above the task bar in Figure 40 above indicating a call is currently ringing.




Call Summary Window

Figure 41 - Call Summary Window

3. The Call Summary window is separated into various sections. Each section will be described in detail in the following sections.

Call Information

The Call Information frame displays information such as call number (indicated by the red arrow in Figure 42 below), call date, start time, end time and duration of call. The Call Duration is automatically calculated when the “End Time” box has been checked.

Figure 42 - Call Information Frame




Caller Information

The Caller Information frame displays client demographic information such as first name, last name, address, city, phone number as well as their language. Confidential callers can also be documented.

Figure 43 - Caller Information Frame1. Users can also perform a search against CRMS clients to verify if they have already

been added in the database. Click on the “S”button located next to the last name field as shown in Figure 44 below.

Figure 44 - Searching for CRMS Clients

2. A search window will appear as seen in Figure 45.

Figure 45 - Client Search in Call Information Window




3. If the caller is located using the Search feature, click Use Profile to populate the Caller Information area with the clients details from CRMS.

4. If unsure about having selected the correct chart, users can review the information by click Open Profile. Figure 46 demonstrates this window.

Figure 46 - Reviewing Client Chart

5. Note that users cannot make changes to the clients chart - only review.6. Alternatively, should the client not exist in the CRMS database, users can create

their chart by clicking on Add Caller.7. The Client Information screen (as seen above in Figure 46) would appear allowing

users to input the clients demographic information and save the file in the CRMS database.

Stat Codes

The Stat Codes frame records whether the call occurred with a parent, child and/or youth as well as whether the call was incoming or outgoing.

1. Select from the option buttons as seen in Figure 47 (see following page).




Figure 47 - Stat Codes

2. As can be seen in Figure 47 above, this particular call was an outgoing call and the caller was a parent.

Call Information Tab

The Call Information tab (as seen below in Figure 48) allows users to document aspects of the call such as Call Details, Presenting Issues and Referrals.

Figure 48 - Call Information Tab1. Note in Figure 48 that certain headings are highlighted in red. This indicates that

these data points have not yet been captured.2. Once a user has selected items in the list of available choices, the headings will turn

to white to indicate they have been captured. Figure 49 (see following page) demonstrates this process. Note that the headings have lost their red highlights.




Figure 49 - Presenting Issues Has Been Selected

*TIPS AND TRICKS* - The Call Details frame requires the user to select ONE item from each category prior to the headings changing color.

3. Clicking on certain items will cause the Script window to populate with caller script information as seen in Figure 50 (see following page). Note that not all items will cause the script frame to load data.




Figure 50 - Intervention Script

4. Users can also collapse items in each of the respective frames by clicking on Collapse as demonstrated in Figure 51 below.

Figure 51 - Collapsing Lists5. Figure 52 (see following page) demonstrates the frames in their “collapsed”

positions. Note that the checkboxes have been renamed to Expand.




Figure 52 - Collapsed Lists

The Call Information Tab also contains the ability to review historical calls which have occurred with the selected client (if applicable).

The Call Information window also contains additional features which are located on right hand side as seen in Figure 53. Each feature will be described in the following sections.

Figure 53 - Additional Features




French User Interface

1. Clicking on French will cause the User Interface to toggle into French as seen in Figure 54.

Figure 54 - French User Interface

2. Users can toggle the User Interface back to English by clicking on the Anglais button as seen below in Figure 55.

Figure 55 - Switching Interface back to English

Narrative

1. Click on Narrative to load the Narrative window as seen in Figure 56 (see following page).




Figure 56 - Narrative Window

2. Users can document Presenting Problems, Strengths and Supports, Strategies and Interventions, Abuse and Safety Issues, Outcome, Worker Assessments and Recommendations.

3. Click on Call Report as seen in Figure 57 to return to the Call Summary window.

Figure 57 - Return to Call Summary Window

Save

1. Click Save to save the call in the CRMS CM system.2. The system will display a confirmation dialog as seen in Figure 58 below to confirm

the save was successful.

Figure 58 - Successfully Saved Call




Print

1. Prior to printing the call, make sure it has been saved.2. Click on the Print button.3. A report window will appear as seen in Figure 59 below.

Figure 59 - Call Print Out

Push to Agency

1. To push the call to a partnering agency, first save the call by following the steps listed above.

2. Click Push to Agency. A search window will appear as seen in Figure 60.

Figure 60 - Pushing Call to Agency




3. Should the client exist in ANY of the partnering agencies, they will appear in the Search results as seen in Figure 60 (see previous page).

4. Once the desired client has been located, click Use Profile.5. The file will then be pushed to the agency seen in Figure 60 (see previous page).6. Should the client not exist in the partnering agencies, it can be created by clicking on

Create New Profile. The pop up seen in Figure 61 will then appear.

Figure 61 - Selecting Agency for Call Pushing

7. Click OK to push the call to the selected partnering agency.

Risk Assessment

1. Click Risk Assessment to launch the Risk Assessment window as seen in Figure 62.

Figure 62 - Risk Assessment Window

2. Fill out the Risk Assessment details and click Save to finalize the changes.




Telecheck

1. Click Telecheck to access the Telecheck window. Figure 63 illustrates the Telecheck window.

Figure 63 - Telecheck Window

2. Fill out the necessary details and click Create to finalize the Telecheck Schedule.3. The “Manage Schedule” frame will then display the Telecheck Schedule as seen in

Figure 64 below.

Figure 64 - Scheduled Telecheck Items




4. To remove a scheduled telecheck item, select the item from the “Manage Schedule” frame”.

5. Click Delete.6. A pop up will appear confirming the deletion as seen in Figure 65.

Figure 65 - Confirming Deletion

7. To completely erase the clients Telecheck schedule, click Erase Schedule.8. A pop up will appear confirming the deletion as seen in Figure 66 below.

Figure 66 - Deleting Clients Telecheck Schedule

Play Call

1. Click Play Call in order to listen to the call recording. The Play Call window will appear as seen in Figure 67.

Figure 67 - Playing a Call




Not all users may have the ability to playback calls. Please contact your CRMS Administrator if you are unable to playback calls.

2. Calls can also be rewinded or fast forwarded by clicking on the “<<“ button or “>>” button as indicated by Figure 68.

Figure 68 - Call Fast Forwarding/RewindingLink Recording

1. To link the current call to a previously recorded phone call, click Link Recording.2. The Link Recording window will appear as seen in Figure 69.

Figure 69 - Link Recording Window




3. To listen to a previously recorded call select the call and click Play Call. The Call Playback window will appear.

4. When the correct call has been located, check off the call as seen in Figure 70.

Figure 70 - Linking a Call5. Click Save to complete the linking process.

*TIPS AND TRICKS* - If unable to locate the desired call, remember to select the appropriate date range.

Outgoing Calls

1. To create an outgoing call, click on Outgoing Call. This will load the Call Summary window as seen above on page 43.

2. Fill out the necessary pieces of information as described in the previous sections. to complete the outgoing call.

3. Click Save to save the call.




Searching for Calls

1. Select the desired date range.2. The Search window will automatically refresh based on the selected date range.3. Figure 71 demonstrates searching calls which occurred between August 1, 2008 and

October 29, 2009.

Figure 71 - Searching for Calls4. In order to select for a particular client, users can select a parameter from the

available drop down. In Figure 72 below, a search is being performed by Last Name for a client named “summers”.

Figure 72- Searching a Call by Last Name

5. In order to begin the search, click on the Search button located on the right hand side as seen in Figure 73.

Figure 73- Search Button




Review Calls

1. To review a call, a search must first be performed. Please refer to section “Search for Calls” on how to locate the call.

2. Click Review Only as seen in Figure 74.

Figure 74 - Reviewing a Call

3. The Call Summary window will appear as described in the previous section above.

Notice the “Save” and “Push to Agency” buttons have been disabled in Figure 75 as the call is in Review Mode.

Figure 75 - Disabled Buttons in Review Mode

4. Click Close to return to the Crisis Module.

Edit Calls

1. Once the call has been located with a search, click Edit Call to edit the previously saved call.

2. The Call Information window will appear.3. Once all modifications have been made click Save to finalize the changes.

Print

1. Call information can also be printed. Locate the desired call by performing a search.2. Click Print to print the call.3. A pop up window as seen in Figure 76 (see following page) will appear. Click Yes to

print an English version, or click No to print a French version of the Call Information.




Figure 76 - Call Information Language Selection

Play Call

1. Locate and highlight the particular call by performing a search.2. Click Play Call as seen in Figure 77 below to play the recording of the call.


Figure 80 - Telecheck Summary



Figure 77 - Play Call

3. The Play Call window will appear as seen in Figure 78. Click on the Play icon as indicated by the red arrow to begin playback.

Figure 78 - Begin Call Playback

Telecheck Summary

1. Click Telecheck Summary to bring up the Telecheck Summary window. The following section describes the Telecheck Summary in detail.




Telecheck SummaryThe Telecheck Summary provides users with the ability to view scheduled calls and alerts with registered CRMS CM clients.

1. Click Telecheck Summary as seen in Figure 79 to open the Telecheck Summary module.

Figure 79 - Accessing Telecheck Summary

2. Figure 80 below illustrates the Telecheck Summary window.




Searching Telecheck Items

3. By changing the Search Parameters, users can review across multiple dates in order to complete Telecheck items.

Figure 81 - Reviewing Telecheck Items Across Date Range

4. The Telecheck window will also display the number of calls within the selected date range in the bottom right hand corner as seen in Figure 82.

Figure 82 - Number of Telecheck Items within Date Range

5. Click Show Information in order to access a review of the Telecheck content.

Figure 83 - Show Information

Call Legend

1. The Call Legend located on the left hand side as seen in Figure 84 displays the current state for all Telecheck items.

Figure 84 - Call Legend

2. When searching across a date range, the Telecheck window will be refreshed to display all Telecheck items which occurred during the selected date range.




3. Figure 85 illustrates the returned search results.

Figure 85 - Telecheck ItemsMake Call

1. Highlight the call in the Telecheck window and click Make Call. The Telecheck window will appear in seen in Figure 86.

Figure 86 - Completing Telecheck Item

2. Click OK to save the Telecheck item. Should the call be completed, remember to check off the Mark Call as completed as indicated by the red arrow in Figure 86.

3. Users can also double click on a selected Telecheck item in order to bring up the complete the call.




FormsThe Forms module allows users to review and create digital notes which have occurred with CRMS clients. The Forms area also allows users to review both reportable forms and templates. They will be referred to as a “form” in the following sections.

1. Click on Forms as seen in Figure 87.

Figure 87 - Accessing Forms Module

Not all staff may have the ability to access Forms. Please contact your CRMS Administrator if you are unable to access Forms.

2. Figure 88 below illustrates the Forms module.

Figure 88 - Forms Module




Reviewing a Form

1. Click on the client drop down as seen in Figure 89. Locate the client under which the Form was saved.

Figure 89 - Selecting a Client

2. If any forms has been previously saved for this client, they will appear in the Form Review section as seen in Figure 90.

Figure 90 - Review Section

3. The Review section displays information such as: incident date, created date, form type, form focus, worker, program and comment information.

4. Click on the particular form in order to review its contents.5. The Form information will then be displayed in the review section.

Figure 91 - Reviewing a Form




Creating a New Form

1. Locate the client as described above.2. From the Type drop down, select the type of form to be created as seen in Figure

92.

Figure 92 - Selecting the Type of Forms

3. Fill out the Form details such as Incident Date, Form Focus and Program name and click Save when completed.

Figure 93 - Saving a Form

4. Forms can also be printed by click on Print.

Marking Form as a Mistake

1. Locate the form in the Review section and right click to bring the menu seen in Figure 94 below.

2. Click Mark Note as Mistake.

Figure 94 - Mark Note as Mistake

3. Enter the reason for the mistake and click OK.




CRMS Search EngineThe CRMS Search Engine allows users to perform searches against all clients within CRMS CM.

Not all staff may have the ability to access the CRMS Search Engine.

Performing a Search

1. Click CRMS Search Engine as seen in Figure 95.

Figure 95 - Accessing CRMS Search Engine

2. Figure 96 below demonstrates the CRMS Search Engine.

Figure 96 - CRMS Search Engine




3. Fill out the necessary search information and either hit <ENTER> on the keyboard, or click Search to refresh the search results.

4. Figure 97 illustrates the Search Results. Note the red arrow indicating the number of clients returned by the search results.

Figure 97 - Search Results

5. Clients highlighted in yellow indicates that file is currently Not Active. 6. Click the Active Only check mark to return only Active clients.

Figure 98 - Returning Only Active Only Clients

7. Once the client file has been located, click one of the available buttons located on the right hand side as seen in Figure 99.

Figure 99 - Located Client File




*TIPS AND TRICKS* - Highlighting either an Active or Not Active client will cause different buttons to appear.

View Client

1. Click View Client to bring up the Client Demographics window as seen in Figure 100 below.

Figure 100 - Viewing Client

2. Make any necessary modifications and click Save to finalize the changes.

Forms

1. Click the Forms button to launch the Forms module with the particular client selected allowing for quicker documentation. Refer to the Forms section for further details.

Risk Assessment

1. Click the Risk Assessment button to update the selected clients Risk Assessment.2. Figure 101 (see following page) illustrates the loaded Risk Assessment window.




Figure 101 - Risk Assessment Window

3. Click Save to finalize the changes.4. The Risk Assessment window will also display the last updated date for the clients

Risk Assessment as seen in Figure 102.

Figure 102 - Last Updated Date




Telecheck

1. Click Telecheck to create new Telecheck items for the selected client.2. In the Create Schedule frame, fill out the Telecheck details as seen in Figure 103.

Figure 103 - Creating Telecheck Items3. Click Create to create the Telecheck items. They will appear in the Manage

Schedule frame as seen below.

Figure 104 - Newly Created Telecheck Items

4. Should a Telecheck item need to be deleted, highlight the item and click Delete. A prompt will appear as seen in Figure 105.

Figure 105 - Deleting Telecheck Item




5. To completely erase the schedule, click Erase Schedule. A prompt will appear as seen in Figure 106 to confirm the deletion.

Figure 106 - Erasing Telecheck Schedule

6. To modify a previously created Telecheck item, make the necessary corrections and click Save to finalize the process.

*TIPS AND TRICKS* - To complete Telecheck Items, remember to use the Telecheck Summary.




Call LinkerThe Call Linker module allows users to link previously saved calls with recordings. Calls can also be unlinked in this module.

Not all staff may have the ability to access Call Linker. Please contact your CRMS Administrator if you are unable to access Call Linker.

1. Click Call Linker as seen in Figure 107 to access the Call Linker module.

Figure 107 - Accessing Call Linker

2. Figure 108 below illustrates the Call Linker module.

Figure 108 - Call Linker Module

1 2




3. The Call Linker module is separated into two sections: The Calls section (1) and the Review Section (2).

Locating a Call

1. Select the desired date range as seen in Figure 109. In this example, only calls which occurred on October 30th, 2009 will be displayed.

2. Both the Calls and Recording frames will automatically be refreshed.

Figure 109 - Filtering Calls Between Selected Date Range

Playing a Call

1. Highlight the call in the Recordings frame as seen in Figure 110.

Figure 110 - Playing a Recording

2. Click Play to listen to the recording. 3. Refer to the section “Play Call” on how to use the Playback features.

Linking a Call

1. Locate the call by following the instructions above.2. Click on the saved call in the Calls Frame.3. Click on the recording in the Recordings frame.4. Figure 111 below illustrates having selected “Call 63” from the Calls frame which will

be linked to the highlighted recording.

Figure 111 - Linking a Call

5. Click the Link button as seen in Figure 112 below to complete the linking process.




Figure 112 - Linking a Call

6. A message box will appear to confirm the recording was successfully linked to the call.

Figure 113 - Successfully Linked Call

Unlinking a Call

1. Locate the particular call as demonstrated above. 2. Once a call has been linked, clicking it will automatically highlight the corresponding

recording.3. Click the Unlink button as seen in Figure 114.

Figure 114 - Unlinking Call

4. A message box will appear to confirm the unlinking request.

Figure 115 - Confirming Unlinking




5. A message box will appear as seen in Figure 116 (see following page) to confirm the unlinking was successful.


1

2

1

2

Inbox/Sent Items - This area contains any newly received messages. In addition, users can also review previously sent messages in this section. New and unread messages are highlighted in bold as seen in Figure 120.

Message Viewer - This area will display the message contents once the user has selected a particular message.



Figure 116 - Successfully Unlinked Call




MyAssistantThe MyAssistant module can be used as an internal messaging program within the CRMS Crisis/Central Intake application. This allows staff and managers to send messages to individual team members or an entire team. As the messages remain internal to the CRMS system, client confidentiality is always respected.

1. Users can access the MyAssistant module by clicking on MyAssistant as seen in Figure 117.

Figure 117 - MyAssistant

2. Figure 118 below demonstrates the MyAssistant Notifier. The MyAssistant Notifier will appear in the system tray beside the Windows system time indicated by the red arrow in Figure 118.

3. Users can either click on the CRMS icon in the system tray or click on the message bubble to access the MyAssistant module.

4. Figure 119 (see following page) demonstrates the loaded MyAssistant module.

Figure 118 - MyAssistant Notifier




Reading Messages

1. In order to review a received message, click on the desired message. The message contents will be loaded below in section 2. Figure 121 demonstrates viewing a message (see following page). In Figure 121, a message requesting users to log out of CRMS is visible.

Figure 119 - MyAssistant

Figure 120 - New Message Highlighted in Bold




Creating New Messages

1. In order to create a new message, click on Write as can be seen in Figure 122 below.

2. The Compose MyAssistant Message window will appear as shown in Figure 123.

Figure 121 - Viewing MyAssistant Message

Figure 122 - Creating New MyAssistant Message




3. Select the message recipients by double clicking on the desired user or desired team. The recipients will appear in the “Send Message To” section as can be seen in Figure 124. In Figure 124, the message will be sent to the entire Counselling and Treatment team and Naomi Hurtubise.

4. Recipients can also be removed by right clicking on the particular recipient and choosing Remove Recipient.

5. Users can also search for a particular staff member by inputting text into the “Search For” text box. The recipient list will then be re-filtered to show the search results. Figure 126 demonstrates this feature.

Figure 123 - Composing New MyAssistant Message

Figure 124 - Selecting Message Recipients

Figure 125 - Removing Message Recipient




6. Once all recipients have been selected, enter the message contents into the message text box and click Send.

7. Clicking on Send will close the Compose MyAssistant Message window and will return to the MyAssistant module.

Reply/Forwarding a Message

1. Users can also reply/forward a particular message by clicking on Reply/Forward as seen in Figure 128.

2. The Compose MyAssistant Message window will be loaded. Notice in Figure 129

Figure 126 - Searching for Recipients

Figure 127 - Message Ready to be Sent

Figure 128 - Replying/Forwarding a Message




that the previous message contents has been appended to the message and is separated by “***************”.

3. Fill out the message contents and click Send when ready to send the message.

Searching for Messages

1. Users can also perform searches on MyAssistant messages in order to quickly locate a particular message.

2. As can be seen in Figure 130, enter the known search parameters into the Search text box.

3. The MyAssistant message window will be refreshed based on the search results. As demonstrated in Figure 131, a particular message was located based on the search parameters.

Figure 129 - Replying/Forwarding a Message

Figure 130 - Searching for a Message




Viewing Sent Messages

1. Users can also review previously sent message by selecting Sent Items from the drop down indicated in Figure 132 (see following page).

2. The Message Viewer will refresh to show sent messages.

Figure 131 - Located Message Using Search Feature

Figure 132 - Viewing Sent Messages




Deleting Messages

1. Users can also clean up their Inbox by selecting a particular message and clicking on the Delete button.

2. Users will be prompted to confirm the deletion as seen in Figure 135.

Printing Messages

1. Users can also print any particular MyAssistant message by selecting the desired message and clicking on the Print button.

Figure 133 - Viewing Sent Messages

Figure 134 - Deleting a Message

Figure 135 - Confirming Message Deletion




2. A print out will then be generated such that the user can print off the particular MyAssistant message. Figure 137 illustrates this print out.

Hiding Previously Viewed Messages

1. Alternatively to deleting MyAssistant messages, users can choose to hide previously viewed messages by clicking on the Hide Previously Viewed Messages as seen in Figure 138.

Figure 136 - Printing a Message

Figure 137 - Message Print Out

Figure 138 - Hiding Previously Viewed Messages




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