Using the Client Support Log

This article outlines information about completing a Client Support Log via 'Digital Signature' or 'Evidence Received'. It also covers how to view a completed Client Support Log, the privileges required to view a Digital Signature, Client Mode privacy functionality, and how to remove a Client Support Log.

The Activities tab of a Client record and Activity Clients Report may be filtered by the various Client 'Support Log' options (Digital Signature, Evidence Received, All) to assist with reviewing the completion of Support Logs as required for the relevant Services.  The 'Activity Clients Report' has an additional filter option 'None' which may assist with identifying those Activities where Support Logs are required but have not been completed. 

Audience: Authorised Representatives, Operations Management, Team Leaders and Support Workers.


Summary

Click on the links below to take you to the relevant sections within this article.


Prerequisites

  • The Client Support Log has been configured.
  • An understanding of what the Client Support Log feature is.
  • The 'Support Log Evidence Required' Activity setting must be set to active for the Activities Client Support Logs are required for.
  • Information regarding the Client Mode PIN details for your organisation has been provided if completing Client Support Logs via 'Digital Signature'.


When is the Client Support Log available?

  • When it has been activated for the Service delivering the Activity, and 
  • the 'Support Log Evidence Required' setting is active for the Activity.

In addition:

  • the Client must be paying for the activity using NDIS Funding, and 
  • the NDIS support items that will be invoiced and/or claimed must have been allocated. 

When this feature is activated for the Service an Activity is being facilitated by, and Support Log Evidence is set to being required, the Client Support Log feature will be available for completion: 

  • prior to the Activity being Signed Off, or 
  • after the Activity Sign Off has been performed. 

 This gives Staff Members the opportunity to have the Support Log completed as and when required. 

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When is the Client Support Log not available?

  • When it has not been configured for the Service delivering the Activity.
  • When the 'Support Log Evidence Required' setting is not active for the Activity.
  • If the 'No Charge' setting has been applied for a Client.
  • When no NDIS Support Items have been allocated. 
  • For Clients who are not paying for the Activity using NDIS Funding e.g. Billable.

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Completing a Client Support Log via 'Digital Signature' 

To complete a Client Support Log via 'Digital Signature', select the 'Support Log' button for the relevant Client: 

Select the first option of 'Digital Signature':

The Support Log via 'Digital Signature' window is then displayed: 

This window displays the following information: 

  • Participant's name and NDIS Number (as entered into their Client Details tab)
  • Activity Date
  • NDIS Supports
    • the Unit of Measure e.g. 2.00 Hour 
    • NDIS Support Item Reference Number e.g. 04_102_0136_6_1
    • Claim Type e.g. Standard
    • Portion e.g. 1:2 (where relevant to a Support in a Group Activity)
    • Cost Type e.g. Standard Vehicle km (where selected for the relevant Supports)
  • Signature By - the option to select who is completing the Support Log, either the Participant (which is selected by default) or their Nominee
    • when the 'Nominee' option is selected, an additional field 'Nominee Name' will populate where the name of the Participant's Nominee who will be completing the Support Log can be entered. This requires completion before a signature can be recorded:

The electronic signature may be recorded in the blank signature box using a tablet device, a laptop or computer with a touch screen, or simply a regular monitor and mouse: 

Functionality is provided for managing the signature as follows:     

  • Clear Signature if required, 
  • Submit the Support Log, or
  • Cancel

Selecting 'Clear Signature' will clear the signature so that it may be entered again or alternatively the 'Cancel' button may be selected.

Once 'Cancel' has been selected the Client Support Log is cancelled and the Client Mode PIN, as configured in System Preferences::System Settings, will need to be entered to return to the Activity:

Once 'Submit' has been selected, a message will appear confirming the signature has been recorded successfully, and the Client Mode PIN will need to be entered to return to the Activity:

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Client Mode

To ensure the privacy of organisational information, SupportAbility enters a locked Client Mode across all tabs that you are logged in on, whilst the Participant or their Nominee is completing the Support Log via 'Digital Signature'.

Once the Support Log has been completed the current tab displays the Client Mode PIN window as follows: 

If the Client or their Nominee were to navigate to another tab this window would display:

To return to the Activity, the Client Mode PIN your organisation has set in System Preferences::Settings::System Settings must be entered:

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Forgotten PIN?

If the staff member logged in has forgotten the 'Client Mode PIN', they can select the 'Forgotten PIN?' link: 

This displays the System Administrator details as configured by your organisation in System Preferences::Installation Options to assist with troubleshooting. If these details have not been configured, it will simply display 'Please contact your System Administrator.'

The staff member also has the opportunity to Log Out and then log back in if required, however, any unsaved changes will be lost if this option is selected. A warning message will display checking that you wish to proceed with logging out.

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Viewing the completed Digital Signature

Once the 'Support Log' has been recorded the 'Support Log' button will now display as blue within the Activity to indicate a Support Log has been completed for this Client:

N.B.  You will note the 'Participant' checkbox for this Client will now be greyed out and cannot be edited due to a Support Log via Digital Signature having been captured for this Client.

Any Staff Member who has access to the Activity will be able to access the 'Support Log Information' window via the 'Support Log' button.  For privacy reasons, however, only Staff with the 'Team Leader' privilege for the Site and Service of this Activity or with the global 'Team Leader for ALL Services' privilege can view recorded signatures.

When a Staff Member who does not have the 'Team Leader' privilege selects the completed 'Support Log' button, the 'Support Log Information' window will display a notification stating 'You do not have sufficient privileges to view the Digital Signature':

Staff with the relevant 'Team Leader' access will see the 'View Signature' button displayed for selection:

N.B. Information about the required privilege is available when the help icon is selected, i.e. 'For privacy reasons, only Staff Members with the Team Leader privilege for the Site and Service of this Activity can view recorded signatures'.

Selecting the 'View Signature' button will display the recorded signature:

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Completing a Client Support Log via Evidence Received

As an alternative to the Digital Signature, there is also an option available for staff to complete a 'Client Support Log' via 'Evidence Received'. To assist with this a 'Support Log Evidence Report' providing details about the Activity and Support Item/s allocated, can be printed out for signing off by either the Participant or Nominee.

N.B. Your organisation is responsible for determining what constitutes as sufficient evidence, in order for staff to perform the Support Log via Evidence Received. If you are unsure, please consult with your System Administrator or Manager.

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Support Log Evidence Report

The 'Support Log Evidence Report' is available from the print menu within an Activity: 

The Report displays the Activity and Support Allocations details for Clients paying using NDIS funding, along with a provision to record a name and signature. 

For group Activities, each Client's information will be displayed separately on screen, and populate on a separate page when printed: 

To print the Report, simply select the print icon at the top of the Report:

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Support Log via Evidence Received

To complete a Support Log via 'Evidence Received', select the Support Log button for the relevant Client: 

Select the second option of Evidence Received:

Once submitted, you will be redirected to the Activity record. 


Viewing the completed Support Log

As per the Client Support Log via Digital Signature, once a Support Log has been completed via Evidence Received, the 'Support Log' button within the Activity will now display as blue to indicate a Support Log has been completed for this Client:

Once a Support Log has been completed, via Evidence Received, the details can be viewed by selecting the 'Support Log' information icon:

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Remove Support Log

The ability to remove the Support Log is also available if required. 

Selecting the red Rubbish Bin icon will open the 'Remove Support Log' window, displaying a notification confirming 'Are you sure you want to remove Support Log from this Activity?'

To continue select the 'Remove button':

Once a 'Support Log' has been removed the 'Support Log' button will revert to green in the Activity for this Client.  

Up until a new Support Log is entered, details regarding the Support Log removal, along with information about the Support Log creation can be viewed by selecting the information icon: 

The information displays as follows:

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Removing a Client from the Activity

A Client can not be removed from an Activity if a Support Log exists.  

When a Support Log is in place for a Client the 'Participant' checkbox will be greyed out and cannot be deselected:

Once the Support Log is removed, the 'Participant' checkbox will be active again allowing the Client to be deselected as required: 

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Adjusting Support Items

When a Client Support Log exists, their allocated NDIS Support Items cannot be amended. The NDIS Funding Allocation window in the Activity becomes read-only:

If any amendments to these allocations are required, the existing Client Support Log must first be removed. This is important to ensure compliance is being upheld.  

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Filtering by Support Log

Search filters for 'Support Log'  are available in both the 'Client Activity Schedule Report' and 'Activity Filters' on the Activity tab of a Client record, to assist staff with identifying Activities that have completed Client Support Logs - either 'Digital Signature' or 'Evidence Received'. 


Activity Clients Report

The 'Activity Clients Report' includes the ability to filter by the following Support Log options:

  • Digital Signature,
  • Evidence Received, 
  • All (both Digital Signature and Other Evidence Received)
  • None

To access this Report navigate to the Dashboard and select Reports::Activity Reports::Activity Clients Report:

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Client::Activities tab

The 'Activity Filters' available on the Client::Activities tab contain the ability to filter by the following Support Log options:

  • Digital Signature,
  • Evidence Received, 
  • All (both Digital Signature and Other Evidence Received)

To open the 'Activity Filters', select the 'Show Client Support Service Filters' button located above the Activities list:

This will open the 'Activity Filter' where it is possible to refine the Activity list according to the filter set: 

Once you have applied your filter criteria, remember to select the 'Apply Filter' button to refine the Activity list:

N.B. If the 'Remove Filter' button has not been selected following your search, the filter criteria will still be active, the next time the Client's Activity tab is accessed. The 'Activity Filters' will also be open and visible.  

Selecting the 'Remove Filter' button will remove all filters, thereby the full list of Activities for this Client will be displayed.

Selecting the 'Hide Client Support Service Filters' button at the top of the 'Activity Filters' will hide the 'Activity Filters'.

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Additional Learning Material

For a comprehensive overview we recommend watching the Using the Client Support Log video in the 'Client Support Log' section on the 'Features' tab in the Learning Centre: 

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