Services FAQ

Depending on your organization, services might be provided strictly in-house (internal) or clients might be referred to services outside of the organization (external). Now there's a way to capture all services being provided to the client.

cb Track | cb Engage | cb Intake | General FAQ | May 2022 Services Release FAQ

cb Track

I work with a group of members to collaborate resources to support youth and families. Our mission is to reduce youth risk behaviors, facilitate positive youth development. I want to store information about the list of resources and the services they provide. How can I do that in Casebook?

cb Track is the directory that allows you to store information about the resources you work with and services provided by them.1-May-02-2022-08-29-13-45-PM

 

What kind of services does Casebook allow me to record?
Casebook will enable you to record and track:

  • Direct services you provide to your clients (for example, a caseworker providing transportation services, therapist providing mental health counseling, etc)

  • Services that will be provided by external service providers without any direct managing relationships (for example, a caseworker referring parents to parenting lessons but the caseworker does not directly manage the providers or may not know the specific provider used ever or until much later)

  • Search for services and availability offered by providers managed in CB Track (you contract or license)

It could be an one-time service or a recurring service like

  • Placement in residential care - offered as bed/night (kinship care)

  • Service administered at pre-determined frequency - in sessions $X/hour (therapy)

  • Object or objects (diapers & baby supplies, bus passes)

  • Cash assistance - fixed (bus pass)

  • Cash assistance - variable (gas card, rental assistance)

  • Ongoing service during case - case management  or advocacy

 

In cb Track → Services, what does unit of delivery mean?

It represents the 'support' your clients will be offered. Example of entries for unit of delivery: Diaper boxes, Bus passes, Meal vouchers, Beds, Classes.

 

How will 'auto-calculate capacity' be helpful for me?

It helps you to manage capacity of the service being offered.

If ‘auto-calculate capacity' is set to 'Yes’: Whenever a client is enrolled for a service/logged a service delivery for the service, the ‘Current capacity’ field goes up by 1. This helps you to track the real-time capacity automatically.

If ‘auto-calculate capacity' is set to ‘No’: This allows you to enter values in 'Current capacity’ field and track the capacity manually.

 

What does ‘Clients’ section do?

This section is used to capture the details of the individuals/families you provide services. You can enroll them in a service and when the service is delivered, you can log service notes for those enrollments.

If your business process does not involve creating/working with a case, you can

  • Create a provide profile for the provider

  • List down all the services under ‘Services’ section of the provider profile

  • Track clients you serve and the service enrollments and delivery details under ‘Clients’ section of the provider profile.

 

My organization doesn’t use cb Engage; we’re a foster family recruitment agency. I want to capture what services the kiddos are receiving, including information about placements at that family. How can I do that in Casebook?

Within cb Track, you can create the foster family placement as a service offering and you can add kiddos as clients. The children are enrolled in placements on the Foster Family Home’s provider profile.

 

I’m a Casebook user since 2020. I used to capture service interaction details in a different page called ‘Service interactions’. Can I not use it anymore?

In our experience with more than 100 customers and our research, we heard from customers and non-customers that ‘Service Note’ is more intuitive way for them to log the service delivery. It is more in line with their mental model to create notes for activities on behalf of clients. Hence, we added new fields to ‘Service note’ type to help you to capture additional data related to the services offered.

 

I documented service deliveries to clients as service interactions. What happens to my old data? Is it lost?

It is not lost. We have migrated all your data from service interactions to ‘Service notes’. you can see them by clicking on the link ‘X service note’ (where X = a number)

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I documented service deliveries to clients as service notes and included staff, clients as People Involved. What happened to my old service notes for multiple people? 
This data is still accessible to you. On existing notes, you will see People Involved still appear although that information is uneditable. People Involved lives only on existing notes. 
On new notes, you will be able to select Person providing service and Service recipient. 

 

Will a person's profile reflect these service enrollments and service notes?

Yes.

 

Is 'Service note' data available for reporting?

Yes. 

 

What does ‘Number of service units’ mean?

This field allows you to enter the number of classes/beds/hygiene products you plan for the client(s). This field accepts decimals like 1.5 diaper boxes.

 

What does ‘Unit cost for this service’ mean?

This field allows you to enter the cost associated to a unit of the service you’re planning for the client(s). This value takes the value that you entered in cb Track for the service you choose in ‘Service and Provider’ field.

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This field can be overwritten to enter variable cost. For example, if you provide cash assistance of different amounts based on need or client’s income level.

 

What does ‘Total cost for this service’ mean?

It is a derived field and calculates the cost based on ‘Number of service units’ and ‘Unit cost for this service’. This field allows to enter variable cost. Example: I can enter the amount for the Uber ride given to the family.

 

Our organization offers trainings to clients to get them placed. Is it possible to mark ‘attendance’ for class?

Currently, you can mark the attendance for an individual using ‘Service note’.

Capability to log attendance in bulk fashion for multiple people is being worked on now.

 

cb Engage

My organization tracks cases in Casebook and provides services to families on a case. I want to capture each interaction my staff would have with the family when providing services. How can I do that in Casebook?

Within cb Engage, you can use ‘Service Note’ type to capture the service delivery interactions. It allows you to capture what services you provided, cost associated with it, date, time and details of the interactions.

 

What is this new section ‘Service plan’?

This section can be used to plan and enroll the client(s) in appropriate services for the client(s) based on their needs and assessments.

This section will be updated in the future to allow tracking ‘Goals’ and ‘Outcomes’.

You can log service deliveries pertaining to the enrollments using ‘Add a service note’. All the related service notes can be accessed by clicking on ‘X service notes’.

 

Will these case service enrollments be added to a provider profile in cb Track? 

Yes, these case service enrollments will be displayed in cb Track-> Provider profile → ‘Clients’ section. You’re encouraged to add all service enrollments from within the Case, as it will then by identified as work completed as part of a case in the database. In longer term, Casebook will support more detailed reporting on interventions and case outcomes.

 

Will a person's profile reflect these service enrollments and service notes?

Yes.

 

I want to capture enrollments planned or services delivered to a family. Is there a way to do this?

Option 1: You can add the family members to the case under ‘People’ section and ‘Add services’ for them.

Option 2: You can log a service enrollment and search for the person you want to add in ‘Service Recipients’ field. When you save the enrollment, the person gets added to the case automatically. Similarly, in the service note, search for the person you want to add in ‘Service Recipients’ field and save the note, the person gets added to the case automatically.

Currently, ‘Service Recipients’ does not take multiple inputs at once. This feature is coming soon.

These people will be displayed in cb Track-> Provider profile → ‘Clients’ section as well with their service enrollments and service notes.

 

I have a family case, there are some instances where I want to capture one-time services provided like ‘The family with was given emergency financial help to get groceries’. Where can I capture it?

You can use ‘Service Note’ type to capture the service delivery interactions. It allows you to capture what services you provided, cost associated with it, date, time and details of the interactions.

 

What does ‘Number of service units’ mean?

This field allows you to enter the number of what classes/beds/hygiene products you plan for the client(s). This field accepts decimals like 1.5 diaper boxes.

 

What does ‘Unit cost for this service’ mean?

This field allows you to enter the cost associated to a unit of the service you’re planning for the client(s). This value takes the value that you entered in cb Track for the service you choose in ‘Service and Provider’ field.

 
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This field can be overwritten to enter variable cost.

 

What does ‘Total cost for this service’ mean?

It is a derived field and calculates the cost based on ‘Number of service units’ and ‘Unit cost for this service’. This field allows to enter variable cost. Example: I can enter the amount for the Uber ride given to the family.

 

What does ‘Planned start date’ and ‘Planned end date’ mean?

They represent a planned start time or a planned end date the client would be provided with the service. You can create same day service enrollment. They do not represent the actual date. If a service is ended early (because the provider stopped offering that service, client is shifting to a different state, etc) you can use ‘End service’ option and record the reason for ending a service.

 

Where do you configure service types? 

You can configure service types dropdown from the cb Admin application under the Providers section and in the Fields tab. (cb Admin > Providers > Fields)

 

I’m a Casebook user since 2020. I used to capture service interaction details in a different page called ‘Service interactions’. Can I not use it anymore?

Based on our user research, we found that ‘Service Note’ is an intuitive way for users to log the service delivery. Hence, we added new fields to ‘Service note’ type to help you to capture additional data related to the services offered.

 

What happens to my old data? Is it lost?

It is not lost. We have migrated all your data from service interactions into ‘Service notes’. you can see them by clicking on the link ‘X service note’.

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Is 'Service note' data available for reporting?

Coming soon

 

I had a service planned for the client ‘Parenting classes’. The client cannot attend the service delivery event because of child care issues. How can I say that the service delivery did not happen and the reason for it?

Currently, you can mark the attendance as No for an individual using ‘Service note’.

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There is a field coming soon to help you to capture the ‘outcome’ of the service delivery.

 

Can I associate a service enrollment/service delivery to a goal? For example: I work with a single mother to achieve financial independence and stable housing. I refer her out to ‘Job mentoring’ classes and I want to associate it with the goal ‘Financial independence’. Can I do that in Casebook?

This is not possible at this time. This is on the roadmap for H2 2022.

 

I refer a client to a provider and found out that the capacity is full. So, I put them on their waitlist. Is there a way to indicate this in Casebook?

Short term: A new value ‘Waitlisted’ is coming soon to indicate that a client is put on a waitlist

Long term: CB to offer the whole workflow of the provider being notified of the referral and waitlisting status getting updated automatically as the line moves up and the worker getting notified.

 

cb Intake

My organization provides domestic violence support for our community members. Due to the nature of the program, during intake callers are provided with services like crisis intervention, safety, planning, and referrals even before they are screened in and we create a case for them. How can I capture that in Casebook?

You can use ‘Service Note’ type to capture the service delivery interactions. It allows you to capture what services you provided, cost associated with it, date, time and details of the interactions.

 

General Services FAQ

Can I add a service enrollment from anywhere?

If you’re including working with clients within the context of a case, we strongly encourage you to create service enrollments within that case. Over time we’re building out more fields that will allow organizations to create correlations between service interventions on a case and outcomes for people they work with.

We know that not all of our customer-organizations always deliver services within the context of a case. Particularly, organizations in community service, homeless services provide services to people.

Users can add service enrollments from within cb Track or cb Engage. Again, if you’re doing this work as part of case, add service enrollments on the case.

What do I have to do to take advantage of these changes?

We encourage you to add more information to service offerings:

  • Unit cost. This information will populate automatically in service notes in May, allowing you to easily calculate cost for service. This information will automatically populate in service enrollments in late May. This will allow you to support calculation at the service enrollment level.

  • Reason for ending enrollment. Within cb Admin go to Providers and create options for this field. In cb Engage and cb Track, these options will then render when you select End Enrollment on a service enrollment. You will be able to get more information about what happened in service enrollments over time

What kind of services does Casebook allow me to record?

Casebook will enable you to record and track:

  • Direct services (“service enrollment”) you provide to your clients
    • For example, a caseworker providing transportation services, a therapist providing mental health counseling, etc.
  • “One time only” versus repeat services
  • Service enrollments that will be provided by external service providers without any direct managing relationships
    • For example, a caseworker refers parents to parenting lessons but the caseworker does not directly manage the providers or may not know the specific provider used ever or until much later.

What are some use cases in which these services can be beneficial to our staff?

As a caseworker, I want to track services I provide (like transportation from the client’s house and to providers’ facilities/courts) in addition to services provided by other external providers for billing purposes and tracking time spent with clients.

As a direct service provider, I want to track services provided by my caseworkers directly and external providers. 

What does it mean for a service to be internally provided, externally provided, and recorded in cb Track Directory?

  • Internal staff provider: The organization provides these services directly to its clients. 
  • External provider/Referred out: The organization refers clients to external organizations to deliver services. 
  • cb Track directory: Search for services and availability offered by providers the organization contracts or licenses and possibly manage in cb Track. 


What is the difference between one-time and recurring service enrollments?

One-time service enrollments are designed to allow a worker to record the delivery of a one-time service

  • Example: A caseworker has given a client a single bus pass.

Recurring service enrollments are designed to allow a worker to record the delivery of service interactions over a period of time

  • Example: A caseworker recording therapy sessions given to a client on a weekly basis.

Will my organization be able to report on the outcomes of these service enrollments? 

Yes, this reporting capability will be coming soon. 

Will a person's profile reflect these new service enrollments?

At this time, only cb Track directory services will appear on the person's profile. In the future, you'll be able to see a holistic view of all the service enrollments a recipient is involved in. 

Will these case service enrollments be added to a provider profile in cb Track? 

No, these case service enrollments will only be displayed in cb Engage on a case profile and on a person profile. 

What does ‘outcome’ mean & is it configurable? 

The outcome field enables you to track the outcome or progress of each service enrollment or service interaction your client is involved in.

Yes, the outcome dropdown is configurable. You can configure this dropdown from the cb Admin application under the cb Engage section and in the Fields tab. (cb Admin > cb Engage > Fields).

Will outcomes be coming to cb Track service enrollments? 

Yes, this is on our roadmap. 

Where do you configure service types? 

You can configure service types dropdown from the cb Admin application under the Providers section and in the Fields tab. (cb Admin > Providers > Fields).

How do I access service interactions?

You can access service interactions for recurring service enrollments by clicking on the Service type hyperlink for Internal and external service enrollments and the Service name hyperlinks for cb track directory service enrollments. 

Do one-time service enrollments have service interactions?

One-time service enrollments do not have service interactions because they occur only one time.

You can access service interactions for recurring service enrollments via the Service type hyperlink for Internal and external service enrollments and the service name hyperlinks for cb track directory service enrollments.

How are the provider/service search results sorted? 

Our provider/service search field is powered by the Elasticsearch engine. Elasticsearch allows Casebook to fine-tune the search results so that the most relevant results are surfaced based on a user’s query. Elasticsearch is a highly tunable and flexible search index.

The search results returned by a user’s query are sorted by an Elasticsearch score. The search score is determined by a combination of the weights and filters that Casebook has configured and by Elasticsearch’s own internal dynamic metrics. The more relevant the user’s search term is to a particular record, the higher the score will be. The search results that are returned from a user’s query are ordered based on the search score, that score is a composite of Casebook defined rules and Elasticsearch’s internal metrics.

May 2022 Services Release FAQ

My data

I used service interactions before now. What happened to my data?

It is not lost. We have migrated all your data from service interactions into ‘Service notes’. As a reminder, there are three types of service interactions in the old services experience:

  • External

  • Internal

  • cb Track directory

Here’s an example of a service interaction created on an external enrollment and migrated:1-May-05-2022-07-21-54-37-PM

You can see service interactions by clicking on the link ‘X service note’. The service recipient appears as an avatar on the note record.2-May-05-2022-07-22-12-93-PM

I can expand the service note and see more data. 3-May-05-2022-07-22-29-15-PM

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We’ve migrated all data except outcome and organization. Outcome and organization data is coming soon. This data is available in reporting now. 

Internal

Here’s an example of a service interaction created on an internal enrollment and migrated. Note that there are multiple people in the interaction. We will be able to support multiple people in the future. All of this data may not be visible in the UI but it is in reporting.5-4

When it’s migrated it appears as a note. Service recipient is circled.6-2

cb Track directory

Here’s an example of a service interaction created from cb Track directory.7-2

and migrated to a note.8-2

 

I tried to edit an existing service note generated from a service interaction created before the migration and I got a warning message. Why?

Please note that we’ve updated your service interactions to appear as notes. If a user updates a note with a new service recipient, the user will be overwriting information about service interactions.

This may be tempting for people who have multiple service recipients on a note but can only currently see one.

I tried to edit a new service note from before the migration and I got a warning message. Why?

If a user creates a service note, saves and then edit a service recipient, the user will be notified that this will overwrite existing information. A new service enrollment and new service interaction will be created.

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