Record a service and a note
Advocates who need to log a visit or call in one short flow
Numbered steps
This guide is for advocates, case managers and supervisors who need to log a visit or call in one short flow. Your role needs services.view and services.edit permission. You will be able to pick a case, add service lines with minutes, write a short note, add to-dos and submit.
Pick the case
Open the case folder by neutral case reference. Confirm the enrollment and assigned advocate. The first service note links to the enrollment you choose.
Enter service details
Select Add service. Enter date, advocate, service type, mode in person, phone, chat, video or text, setting and initiated by. Advocate defaults to the signed-in person.
Add service lines with minutes
Add at least one service line. For each line, choose service type, enter direct minutes and on-behalf minutes. Attempted contact alone does not count as served. A service line with minutes is required before submit.
Write a short case note
Write a short factual note with what was asked, what was provided and next step. Keep the note brief and minimum necessary. Notes never appear in notifications, page titles or audit detail.
Add to-dos and goals
Add a follow-up to-do with due date and assignee. Add a goal with target date if needed. To-dos appear on the owner work queue until done or reassigned.
Submit
Save as draft if a crisis interrupts. Review the draft summary, then select Save. Status moves from draft to saved. Corrections create an amended note that keeps the original.
Outcome check and follow-up steps
After you submit, add the follow-up and outcome record while the visit is fresh.
Follow-up list
View overdue follow-ups and goals for the case. Create the next follow-up from the note, assign a due date and assignee, and set a target date for a goal.
Outcome check
Record a short outcome check after a service. Save it, skip it with a reason, or mark not asked. Outcome counts include only completed checks. Free-text answers stay out of grant exports.
What to check after saving
Open the case folder and confirm these items.
- Service entry shows case, date, advocate, service type and mode in person, phone, chat, video or text
- At least one service line shows direct minutes or on-behalf minutes
- Case note shows short factual text with what was asked, what was provided and next step
- To-do or goal shows due date and assignee and appears on the work queue
A note cannot be deleted. Corrections create an amended note that keeps the original. Attempted contact alone does not count as served. Notes are brief, factual and minimum necessary, and never appear in notifications, page titles or audit detail.
Audio and video sessions are not recorded and transcription stays off. Notes are written separately by staff. The visit screen states that recording is off.
Next guides
Check consent before a referral shares data, then track the referral to first connection.