Foundations | Configuration
This article provides detailed information on the first stage of implementing SupportAbility: Foundations | Configuration.
The objective of this first stage of implementation is for your organisation to configure your unique SupportAbility installation to ensure:
- relevant functionality has been activated,
- selectable options are familiar, specific and relevant to your organisation, and
- SupportAbility is ready to create Staff Accounts and input Client information.
Information on configuring the various features in your installation is outlined below and divided into three sections: Required, Recommended, and Optional Configuration. Your organisation will be best placed to determine which configuration needs to be completed initially and which can be completed later.
Privileges: 'Edit System Preferences'
Audience: Authorised Representatives and anyone tasked with completing this phase of implementation.
Summary
The following list summarises the content of this article. Click on the links below to take you to the relevant sections:
- Company Name & System Administrator details
- Client Document Types
- Journals
- 'Lock client incident entries after' setting
- Tags
- Lists
- Multi-Factor Authentication (MFA)
- Staff Document Types
- Client & Staff Compulsory Document Types
- Create Journal Templates for key Client Journal Types
- 'Prompt to create Journal Action' for Journal Types
- 'Default Journal Type' for specific record types
- Remote Access
- Dashboard Portal settings
- Dashboard Broadcast Message
- 'Only Team Leaders can create Client Records' setting
- 'Force Staff to Acknowledge Client Warnings' setting
- 'Automatically Log Users Out after minutes of inactivity' setting
- 'Staff Shift Settings' per Service
- Pay Period
Where is the initial configuration completed?
Setting up your installation and completing the initial configuration is performed in several of the 'System Preferences' tabs.
Staff require the 'Edit System Preferences' Staff Account privilege in order to access this area of SupportAbility, which is granted to Authorised Representatives when an installation is provisioned.
There are multiple tabs in System Preferences; however, the configuration outlined in this article is completed on the following tabs: Settings, Dashboard, Sites, Services, Documents, Journals, Tags, Lists and 'Remote Access'.
Funding tab
While the 'Funding' tab will require some configuration, we recommend completing it only when your organisation is ready to manage Finance & NDIS in SupportAbility, as doing so upfront may cause confusion and issues further down the track.
Detailed information on this configuration area is available in the Finance & NDIS | Preparation article linked below for reference.
Rate Cards tab
The 'Rate Cards' tab does not require configuration, as this functionality is only relevant for Non-NDIS funding and therefore is not discussed in this article. Please see the Setting up and using the Rate Card for Non-NDIS Billing article for more information, linked below for reference.
Required Configuration
The key configuration required in the initial phase of implementation is as follows:
- make the relevant Services 'Available' at the Sites they are managed or delivered from
- (if relevant) activate the relevant functionality for Employment-related Services
Sites and Services
Making the relevant Services 'Available' at the Sites from which they are managed or delivered is an essential configuration requirement. Once completed, they will then be available for selection in the following records:
- Client records - Client Service Participation
- Staff Accounts - Site/Service where this Staff member works
- Journals
- Activities
- Searches & Reports
The Sites and Services relevant to your organisation were created in your installation before it was provisioned.
The next step is for your organisation to make the relevant Services available at each Site where they are managed or delivered from.
This is completed on the Sites tab in System Preferences by opening each Site record, selecting the 'Available' checkbox, then 'Save Preference Set'.
If required, you can change the name of a Site or Service; however, only SupportAbility can create a new Site or Service on your behalf. Simply email your request to support@supportability.com.au with the required details.
The Configuring Sites article linked below provides detailed instructions for completing the required configuration.
Administration Service
It is important to note that all SupportAbility installations include a default Service called 'Administration' which is automatically set as 'Available' for all Sites. This cannot be removed or amended as it relates to specific system functionality.
Only Team Leaders can Edit Activities
The ' Only Team Leaders can Edit Activities' functionality is not configured here, as it is only relevant when organisations are completing the Activities & Rostering phase of your implementation.
Employment-related Services
When a Service is related to Supported Employment, turning on the 'ADE Service' setting will activate the 'Workforce' and 'Employment' tabs in Client records for those who participate in this Service.
Turning on the 'Employment-Based Service' setting for Services that are Employment-based e.g. when your organisation delivers School Leaver Employment Support (SLES), or Transition to Work or Employment (TTW, TTE), will activate the 'Employment' tab in Client records for those who participate in this Service.
To complete this configuration, navigate to the Services tab and select the relevant checkbox/es for the Employment-related Service/s.
More detailed information about employment-related Services is available in the following learning material:
- Clients: Workforce tab video - accessed via the Learning Centre in your installation
- Clients: Employment tab video - as above
- Activate functionality for the ADE or Employment-based Services section of the Configuring Services article, linked below for reference
'No Funding Types Allowed'
You will note that a warning displays advising 'No Funding Types Allowed'. This can be ignored at this stage, as Funding configuration is not required to be completed until the Finance & NDIS phase of your implementation.
Recommended Configuration
While the configuration outlined in this section can be completed later, we strongly recommend completing it in the initial stages of implementation, in readiness for when Staff access SupportAbility and enter Client information.
Many of the features mentioned below include default settings; we recommend reviewing and updating them where relevant to align the options with your organisation's processes and required outputs.
Company Name & System Administrator details
There are several places within SupportAbility where your organisation's 'Company Name', the 'System Administrator's Name', and 'Contact Details' will appear, once this has been configured:
- The 'Reset Password' email that a Staff Member receives
- after selecting the 'Forgot Your Password' link on the Login screen,
- after selecting the 'Reset Password' button in 'My Staff Account'
- after another staff member has assisted them and has selected the 'Reset Password' button in their Staff Account
- The 'Remote Access Denied' notification appears when a Staff Member tries to access SupportAbility from outside of the configured IP address range, if Remote Access has been activated in your installation
- When a Staff Member has selected the 'Forgotten PIN' link, if Digital Client Support Logs are being used
The 'Company Name' and 'System Administrator' details are configured in the 'Installation Options' section on the Settings tab in System Preferences.
Detailed information is available in the Configuring the System Administrator Details article, linked below for reference.
Client Document Types
Documents in SupportAbility refer to any files or attachments uploaded to various records, such as Client, Staff, Contact, Incident, Injured Party, Investigation, and OFI.
These are a useful way to categorise and locate specific types of documents, as the Document Search can be filtered by these criteria.
We recommend reviewing the default options to make them relevant to your organisation. Existing Document Types can be renamed or deleted, and new ones added as required.
We also suggest this configuration is completed before Documents are uploaded to Client records to ensure they are categorised correctly for your organisation's requirements.
Document configuration is completed on the Documents tab in System Preferences.
Detailed information on completing this is available in the Configuring Document Types article, linked below for reference.
IMPORTANT: SupportAbility does not allow Document mapping from Cloud-based document storage systems such as SharePoint, Dropbox, or Google Docs.
Journals
Journals are notes or evidence recorded for a Client, a Shared Contact, or a Staff member.
There are several areas of configuration related to Journals as follows:
- 'Lock journal entries after' setting
- Journal Types
- Journal Templates
Journal configuration is completed on the Journals tab in System Preferences.
'Lock journal entries after' setting
By default, Journal entries are automatically locked 5 days after creation to preserve their integrity.
While this period may be customised to suit your organisation's requirements, we do not recommend setting it to '0' days (never lock).
Once locked, only Tags, Actions, a Client Assessment, or a Client Incident can be added to the Journal record.
More information regarding this setting is outlined in the following articles linked below for reference:
- Configuring Journals
- 'Delete Records' and 'Edit Locked Journals' Staff Account privileges
Journal Types
Journal Types are a useful way to categorise a large number of Journal records with similar attributes or purposes, and can be used as search criteria in the Journal Search to locate specific types of Journals.
While a list of default Client Journal Types is included when an installation is first provisioned, we recommend your organisation reviews these and updates them where required, so the options are meaningful and relevant for your organisation.
Existing Journal Types can be renamed or deleted, and new ones added as required.
Detailed information on completing this is available in the Configuring Journals article, linked below for reference.
Journal Templates
Journal Templates provide a useful guide as to the type of information Staff are required to enter when adding a Journal of a specific Journal Type, for example, Goal Evidence, Medication Administration, or Behaviour Log.
Journal Template configuration uses a free-text field (with no formatting functionality) where subject headings or simple guidelines may be entered to create a Template for Staff when adding a Journal entry.
Detailed information on completing this is available in the Configuring Journals article, linked below for reference.
'Lock client incident entries after' setting
By default, the 'Lock client incident entries after' setting is set to '0' days (never lock).
If your organisation would like to set client incidents to automatically lock after a number of days following creation, to preserve their integrity, this can be configured on the Journals tab in System Preferences.
When a Client Incident is locked, the Incident record itself is locked from further edits; however, Tags and Actions can still be added, updated, and progressed. This allows Actions to continue to be created and worked through after the Incident itself is locked.
The ‘Edit Locked Journals’ privilege applies to both Journals and Client Incidents.
Information on configuring this setting is outlined in the Client Incidents & Client Incident Report article linked below for reference.
Tags
Tags are a useful tool for further identifying and grouping records with specific attributes.
Tags can be created for and applied to various record types, i.e. Activity, Client, Client Contact, Client Incident, Contact (organisation), AIR Incident, Incident Investigation, Journal, OFI, Staff, and Client Funding.
Once applied, Tags can then be used as search criteria in various Searches and Reports.
It is worth considering if Tags will be a useful feature for your organisation. Many Providers choose to create Tags for Client records before creating the records. This is important to ensure Staff have the relevant options to select from when adding Tags.
Tags are created, edited, or deleted on the Tags tab in System Preferences.
For detailed information about this functionality, please review the Configuring Tags article linked below. The "Adding and Searching by Tags" article may also assist, as it provides information on using Tags.
Lists
The options available in many drop-down fields in SupportAbility are called 'Lists'.
While many of these Lists contain default options, we recommend reviewing and updating each as required, by adding and/or deleting options to ensure the options available to select from are relevant for your organisation prior to Staff entering information.
All of the customisable Lists are grouped by record type.
As a minimum, we recommend reviewing the following Lists:
- Client: Behaviour
- Client: Disability
- Client: Medical Condition
- Client: Gender
While this List is titled ‘Client: Gender’, this List also applies to the Gender options available in the Human Resources tab of Staff Accounts. - Client: Service Participation Status
For more information regarding this area, please review the Client Service Participation article (linked below). - Client: Consent Exclusions
For more information regarding this area, please review the Client Consent article (linked below). - Immunisation: Type
For more information regarding this functionality, please review the How to add Immunisation records for Clients and How to add Immunisation records for Staff articles.
N.B. This list is shared by both Client and Staff records. - (Optional) Activities: Programs
This configuration is more relevant to later phases of your implementation and can be left for now.
If your organisation intends to utilise Programs to either identify and/or group Activities, or to categorise revenue data, please review the Programs and Job Codes articles (linked below) for more information.
The above-listed configuration is completed on the Lists tab in System Preferences.
Detailed information on completing this is available in the Configuring Lists article, linked below for reference.
Multi-Factor Authentication (MFA)
Providers can further strengthen security when Staff log in to SupportAbility by utilising Multi-Factor Authentication (MFA).
By default, MFA status is set to 'Optional', meaning that no Staff Members are required to complete this step when logging into SupportAbility, nor can anyone activate this in their 'My Staff Account'.
If your organisation wishes to utilise MFA in SupportAbility, two configuration options (strategies) are available when enabling MFA:
- Optional - (default) is available to assist providers with the transition to MFA before it becomes mandatory, or when MFA log-in is only required for some Staff in the organisation.
- Enforced - this mandates MFA log-in as part of the SupportAbility log-in process.
Setting up MFA in SupportAbility consists of three steps as follows:
- Configuring MFA for your organisation on the Settings tab in System Preferences
- Each staff member activates MFA individually using an Authenticator App
- Staff pass the MFA step periodically when logging into SupportAbility.
The three settings related to MFA configuration are:
- MFA Status (optional or enforced)
- Staff MFA Activation Instructions (Formattable free-text field, & QR Code info)
- MFA Valid For (24 hrs, 7, 14, 28, or 30 days)
The Multi-Factor Authentication (MFA) in SupportAbility article, linked below, outlines information on what MFA is, how Authenticator Apps allow SupportAbility to verify a user's identity by confirming 'what the user has access to', and considerations before enabling Multi-Factor Authentication (MFA) for your organisation.
The "How to configure and transition to using Multi-Factor Authentication (MFA) for your organisation" article, linked below, provides instructions for completing the first step of configuring MFA.
Optional Configuration
The configuration outlined in this section is optional and can be completed at any time as required.
When completed, it can help prompt staff to complete required actions in accordance with your organisation's processes and policies.
Staff Document Types
Document Types are a useful way to categorise and locate specific types of Staff documents, as the Document Search can be filtered by these criteria.
If your organisation is planning to upload Documents to Staff Accounts, we recommend reviewing the default options for Staff Document Types to ensure they are relevant to your organisation. Existing Document Types can be renamed or deleted, and new ones added as required.
We also suggest completing this configuration before Documents are uploaded to Staff Accounts to ensure they are categorised correctly for your organisation's requirements.
Document configuration is completed on the Documents tab in System Preferences.
Detailed information on completing this is available in the Configuring Document Types article, linked below for reference.
Client & Staff Compulsory Document Types
Client and Staff Document Types have an optional feature that allows them to be set as 'Compulsory For' specific Services.
If a certain Client and/or Staff Document Type is a requirement for a specific service in your organisation, you may wish to set this as 'Compulsory For' that Service.
For example, if a 'Behaviour Support Plan' is required for all Clients participating in the Day Service, then this Document Type may be set to 'Compulsory' for that Service.
Similarly, if an 'NDIS Worker Screening Check' and 'Police Check' are required for all Staff working in the In-Home Service, then these Document Types may be set to 'Compulsory' for that Service.
Warning Notifications when a current file for Compulsory Document Types has not been uploaded
When a Client record or Staff Account, related to a Service/s which has a Document Type set as Compulsory, does not have a current Document file for that Document Type, it will be deemed as an incomplete record.
A Warning bar will appear at the top of the record to indicate this, serving as a reminder for Staff to complete this requirement.
Configuring Document Types as Compulsory is completed on the Documents tab in System Preferences.
Information on setting Document Types to Compulsory for specific Services is outlined in the Configuring Document Types article, linked below for reference.
'Prompt to create Journal Action' for Journal Types
A Journal Action is effectively a task linked to Journal entries that requires action and can be assigned to a specific Staff Member for follow-up.
Some Journal Types may typically require a follow-up Action to be completed, for example, Complaints, and in these instances, an organisation may wish to prompt their Staff to create a Journal Action when adding Journals of specific Types.
When this has been configured, and Staff add a Journal of this Type, they will be prompted to create a Journal Action from the Journal record as follows.
A blue reminder notification message, i.e. ' Please create a Journal Action where appropriate', will display twice within the Journal record; below the Client Journal Type and in the Actions section.
Configuring the 'Prompt to create Journal Actions' is completed on the Journals tab in System Preferences.
Information about this setting is outlined in the Configuring Journals article, linked below for reference.
'Default Journal Type' for specific record types
This configuration relates to the default Journal Type that will be pre-selected when staff add a Journal for each of the different record types listed below:
- Client
- Client Goal
- Activity
- Staff Account
- Shared Contact
When new installations are provisioned, a 'Default Journal Type' is pre-configured for Client Goal records (i.e., Goal Progress); however, the Journal Type for remaining records is not pre-configured.
When no default is set, Staff must select the relevant Journal Type when adding Journals.
If a default Journal Type has been set, staff can still select a different Journal Type when creating a Journal.
If your organisation wishes to set the default Journal Type for any of the above record types, we recommend applying this setting after the list of available Journal Types has been reviewed and updated.
For more detailed information on configuring the 'Default Journal Type' for specific record types, please refer to the Configuring Journals article, linked below.
Remote Access
Preserving the confidentiality of Client information is an important consideration when providing Staff with remote access, and SupportAbility provides functionality for locking down remote access where required.
Given that many staff are now working from home, organisations have had to manage remote access to Client information differently.
However, if your organisation requires control over who has the ability to access SupportAbility outside of your offices, the following configuration will need to be completed:
- Apply the 'Lock Access to Site IP Addresses Only' setting to restrict remote access to only those IP Addresses listed in the IP Range Whitelist
- Enter the 'allowable' static IP addresses (i.e. the remote IP addresses) in the whitelist
- Ensure the 'System Administrator's Name' and 'System Administrator's Contact Details' (phone number) have been entered on the Settings tab, so they appear in the system notifications related to this functionality
When the 'Lock Access to Site IP Addresses Only' setting has been activated, the 'Remote Access' privilege will need to be granted to the relevant staff in their Staff Accounts in order for them to be able to access your organisation's SupportAbility installation remotely.
Alternatively, if your organisation does not wish to restrict remote access, the default settings can be left as they are; no IP Addresses need to be listed, and staff do not need to be granted the 'Remote Access' privilege in their Staff Account.
In this scenario, all Staff can access SupportAbility remotely, regardless of the public IP address they use to connect with.
Configuration is completed on the Remote Access tab in System Preferences
Information on configuring Remote Access is outlined in the Restricting Remote Access to SupportAbility article linked below.
Dashboard Portal settings
When you log in to SupportAbility, the Dashboard is your landing page. It is designed to notify Staff of important tasks & actions and assist them in managing their day-to-day requirements.
Each section of the Dashboard is referred to as a 'Dashboard Portal', for example:
- 'Activity Schedule' - lists the Activities the Staff Member is rostered into, and Staff Time Sheets for completed Activities can be Signed Off here also
- 'Client Goal Support Evidence' - lists those Client records requiring recent Journal evidence to be added to their Goals/Goal Strategies
By default, Staff can only see notifications and tasks relevant to them; however, Staff with Team Leader privileges can filter the Dashboard to see notifications for the Staff they are responsible for.
While the Dashboard has some default settings when your installation is first provisioned, this may be customised on the Dashboard tab in System Preferences to suit your organisation's needs as outlined below:
- Reorder Dashboard Portals
- Review and update which notification portals will appear on the Dashboard i.e. turn On/Off
- Configure the number of records displayed in each Dashboard Portal.
- Configure the number of days' advance notice for when Notifications will appear on the Dashboard
N.B. The 'Client Goal Support Evidence' and 'Bookmarks' Dashboard Portals have additional functionality which may also be customised.
SupportAbility allows Staff to customise their Dashboard if an organisation chooses to activate this setting. Whilst this is at the discretion of your organisation, we do not, however, recommend this, as Staff may choose to turn off important portals, thereby overriding the purpose of notifications to prompt Staff to complete required tasks within due dates.
The Dashboard privileges and customisation article, linked below for reference, outlines in detail how to complete a custom configuration as required.
Dashboard Broadcast Message
Dashboard Broadcast Messages are a useful tool for broadcasting important brief messages to all Staff using SupportAbility. When configured, this message will appear on the Dashboard of all Staff Members.
This functionality may be particularly helpful when Staff first start using SupportAbility, as your organisation can provide Staff with guidance on key requirements, processes and/or policies relating to SupportAbility, including linking out to any related organisational documents.
Configuration is completed on the Dashboard tab in System Preferences. Simple formatting is available with a choice of three different coloured backgrounds to indicate the level of importance of the message, and URL links to external documents or websites may also be included.
Detailed information on this feature is outlined in the How to configure a Dashboard Broadcast Message for all Staff article linked below.
'Only Team Leaders can create Client Records' setting
The 'Only Team Leaders can create Client Records' setting is activated by default to assist with the following:
- reduce the potential for 'blank' Client records to be created
- provide greater control over who can create Client records
Thereby, when this setting has been activated, staff will need to have the 'Team Leader' privilege granted in their Staff Account to be able to create Client records.
This privilege can be granted either at a Site/Service-specific level or as a global Security privilege (i.e. for ALL Services). It is important to note that this privilege also grants additional functionality such as creating, editing and signing off Activities, which is managed in a later stage of implementation. Therefore, it is important to consider which Staff Members it is appropriate to grant the Team Leader privilege to.
During the implementation phase of creating Client records, your organisation may choose one of two options:
- Grant the 'Team Leader' privilege initially to certain Staff Members so they can create Client records, then revoke this privilege later as required.
- Alternatively, turn this setting off to allow all Staff to create Client records.
The 'Only Team Leaders can create Client Records' setting is configured in the 'System Settings' section on the Settings tab in System Preferences.
Information on this functionality is outlined in the How to configure who can create a Client record article linked below.
'Force Staff to Acknowledge Client Warnings' setting
The 'Force Staff to Acknowledge Client Warnings' setting is enabled by default, thereby enforcing that Staff acknowledge Client Warnings, Medical Conditions, and Behaviours that have been set to red or amber on the Status tab of a Client record before they can access the Client record.
The purpose of this functionality is to ensure Staff are aware of important and critical Client information in order for appropriate care to be given, to assist with maintaining Client and Staff safety, and prevent potential incidents due to a lack of information.
Staff may select 'I acknowledge these client warnings' which grants them access or select 'I do not acknowledge these Client warnings' where they are navigated to the Dashboard, and cannot access the Client record.
The 'Force Staff to Acknowledge Client Warnings' setting is configured in the 'System Settings' section on the Settings tab in System Preferences.
More information on this functionality can be found in the Acknowledge Client Warnings Setting article linked below.
'Automatically Log Users Out After (inactivity)' setting
Generally, the information displayed on SupportAbility screens is highly sensitive and therefore requires a level of privacy to determine who can see it.
Unintentional breaches of privacy may occur when a Staff Member temporarily steps away from their computer/iPad without locking the screen or logging out, or when they forget to log off on a shared device/computer after completing their work.
To assist with this, SupportAbility can be configured to automatically log users out after a specified time of inactivity. The default is set to '30' minutes; however, this can be configured to a time that better suits your organisation's requirements. The available options include 5, 10, 15, 20, or 30 minutes.
This setting is configured in the 'System Settings' section on the Settings tab in System Preferences.
More information on this functionality can be found in the "Logging into SupportAbility" article linked below.
Staff Shift Settings per Service
The 'Staff Shift Settings' are only relevant for configuration when your organisation is rostering Staff in Activities.
The default settings are as follows:
- Shift Sign Off: On - Time and Location
- Shift Hours Settings: Finalised - Rostered, No Warning
- Capture Kms: On
- Shift Kms Settings: Finalised - Rostered, No Warning
- Check In/Out: Off
They can be configured per service as required by selecting the 'Change' button for each setting.
Alternatively, there is the option to update a setting for multiple Services at one time, by selecting the checkbox for the relevant Services, then the relevant setting from the 'Bulk Actions' menu at the top. Once selected, the relevant option can be selected and saved.
'Staff Shift Settings' are configured on the Services tab in System Preferences.
Detailed information on each setting, the available options, and what each setting does is available in the 'Configuring Staff Shift Settings by Service' article linked below.
Pay Period
The 'Pay Period' settings allow your organisation to configure the following:
- Set the 'pay period' to either 7 or 14 days
- Define the 'next pay period start date', which is required to determine your organisation's pay period cycle
- Set the 'Pay Cycle Week Alignment' (odd or even calendar week) when using a 14-day standard availability pattern for staff
When rostering staff, your organisation's Pay Period is used together with the ‘Agreed Hours’ and the corresponding ‘per Period’ (e.g. 20 hours per week) as configured in the Human Resources tab of the Staff Account, to:
- determine the remaining agreed hours a Staff Member has in the pay period, and
- display the estimated potential overtime
The 14-day Standard Availability view on the Availability tab of staff accounts is built around calendar week numbers (odd and even). Organisations using 14-day Standard Availability can configure the ‘Pay Cycle Week Alignment’ setting so the pay cycle for week 1 aligns with either an odd or even calendar week. This ensures the left and right columns of the 14-day Standard Availability view in staff accounts matches your actual pay fortnight.
These 3 settings are configured in the 'Pay Period' section on the Settings tab in System Preferences.
The Configuring the Pay Period for your Organisation article linked below provides detailed information about this.