Foundations | Configuration

This article provides detailed information relating to 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 for creating Staff Accounts and inputting Client information. 

Audience: Authorised Representatives and anyone tasked with completing this phase of implementation.

The information in this article is supported by detailed learning material in the form of videos and knowledge articles, relating to each area of required configuration. The knowledge articles have been linked at the end of this article for your reference. We recommend that Providers take the time to review these resources thoroughly, to both understand the functionality and assist you to align configuration with your organisation's requirements, in consultation with management.

You will notice upon being granted access to your organisation's SupportAbility installation, that whilst the Sites and Services, along with user accounts for your two Authorised Representatives have already been created, SupportAbility is essentially a 'blank slate' with default settings which require review and updating by your organisation. 


Prerequisites

Most of the required Configuration is completed in System Preferences, therefore Staff completing this will need the 'Edit System Preferences' Staff Account privilege. Each Authorised Representative has been granted this level of access in their Staff Account.

N.B. We recommend limiting this level of access to a select few individuals e.g. Authorised Representatives, as this privilege grants access to overarching system configuration. 


Summary

The following list summarises the content within this article. Click on the links below to take you to the relevant sections:

A summary of the required configuration steps is included at the end of this article to assist your organisation in ensuring that all required actions have been completed prior to moving onto the next phase of implementation.


System Preferences tabs

When working through the required configuration, you will notice there are multiple tabs in System Preferences, not all of which are configured in this initial phase:

The 'Funding' and 'Rate Cards' tabs are configured later in the implementation process when it is of more relevance.  It is of great importance that Providers do not jump ahead e.g. entering additional Funding Types, or configuring the Rate Card as this may cause confusion and issues further down the track. Relevant information is provided at the appropriate stage of implementation. 

We therefore kindly recommend organisations follow our guidance, as our phased approach to implementation has been designed based on what has resulted in success for other Providers.

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Services and Sites

For a conceptual understanding of how Services and Sites form the foundation of your installation, and how these core concepts influence all other functionality in SupportAbility, including enforcing Privacy Barriers, we recommend watching the following: 

The Managing Privacy article (linked below) will also provide you with comprehensive information regarding this functionality. 

It is important to note that all SupportAbility installations include a default Service called 'Administration'. This cannot be removed or amended as it relates to specific system functionality. 

As per the  Implementation Planning Agreement, your organisation has provided, Services and Sites have been created in your installation. All new Services and or Sites require configuration. 

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What needs to be configured?

Services 

Services are configured in the 'Services' tab in System Preferences: 

Please also note that whilst a warning regarding Funding Types may be displayed, the configuration of this area is not required until the Finance & NDIS phase of your implementation.  

Action required:

  • Service names may be amended where necessary.  
  • When a Service is related to Supported Employment, we recommend turning on the 'ADE Service' setting in order to activate the Workforce tab in Client records for those who participate in this Service. 
    • Please watch the Clients: Workforce tab video (accessed via the Specialist Services section of Client Management in the Learning Centre) for more information regarding the additional functionality activated by this setting.
  • When a Service is Employment-based e.g. your organisation delivers School Leaver Employment Support (SLES), or Transition to Work or Employment (TTW, TTE), we recommend turning on the 'Employment Based Service' setting in order to activate the Employment tab in Client records for those who participate in this Service. 
    • Please watch the Clients: Employment tab video (accessed via the Specialist Services section of Client Management in the Learning Centre) for more information regarding the additional functionality activated by this setting.

The Services article linked below provides more detailed information about Services and their functionality in SupportAbility. 

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Sites

Sites are configured in the 'Sites' tab in System Preferences: 

Click on the target icon or name of the Site to view and update the record: 

Please also note that the 'Only Team Leaders Can Edit Activities' setting is included here, revision of this configuration is not required until the Activities & Rostering phase of your implementation.  

Action required:

  • Site names may be amended if necessary. 
  • The 'Available' Services delivered and/or managed from each Site must be activated (as per the screenshot above). 

The Sites article linked below also provides more detailed information about Sites and their functionality in SupportAbility.

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Documents

Documents in SupportAbility refer to any files or attachments that may be uploaded to various records in SupportAbility, such as a Client record, a Contact or Staff Accounts. Some configuration is required before Documents are uploaded. This configuration is completed in the 'Documents' tab in System Preferences.  

IMPORTANT: SupportAbility does not allow Document mapping from Cloud-based document storage systems such as Sharepoint, DropBox or Google Docs


What are Document Types?

When uploading a Document to a Client record, or Staff Account, for example, the  type of Document being uploaded must first be selected e.g. NDIS Support Plan, Service Agreement, or Police Check, Worker Screening, etc:

Document Types are a useful way to categorise a large number of files uploaded to SupportAbility and can also be used as search criteria in the Document Search report to locate specific types of Documents.

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What needs to be configured?  

Document Types for Client records

A default list of Document Types is available however, this list must be reviewed and updated. This is important to ensure any redundant items in this list are deleted and any missing Document Types relevant to your organisation, are added. 

Whilst Document Types are available and may be added for different record types (Client, Contact, Incident, Injured Party, Investigation, OFI, and Staff), we only recommend configuring Document Types for Client records initially. 

This means that when Staff commence uploading Documents to Client records, for example, the choices available to select from will be applicable to your organisation. 

If your organisation plans to upload Documents to Staff Accounts, you may also wish to configure Document Types for Staff at this stage. N.B. This is not mandatory, however, when starting out and can be updated later. 

N.B.  If viewing the Document Types video in the System Preferences section on the Configuration tab of the Learning Centre of your SupportAbility Installation, please note that Document Types have now been separated into sections for each of the different entities i.e. Client, Contact, Incident, Injured Party, Investigation, OFI, and Staff.

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Compulsory Documents (optional)

Client and Staff Document Types have the optional feature of being set as compulsory for each of the different Services which your organisation delivers. For example, if a 'Behaviour Support Plan' is required for all Clients who participate in a Service your organisation delivers, then this may be selected for that Service as required: 

This means that when a Client record does not include a current Document for a compulsory Document Type, e.g. 'Behaviour Support Plan' it will be deemed as an incomplete Client record. A warning bar will appear at the top of the record to indicate this, and serve as a reminder for Staff to complete: 

This may be selected to view more information: 

Similarly, Document Types may be set as compulsory for Staff as required. For example, if Police Checks, Working with Children Checks or Worker Screenings are required, this may be managed using this feature.   

N.B. If your organisation chooses to set compulsory Staff Documents for each Service in System Preferences, we recommend ensuring that all compulsory Staff Documents are set for the 'Administration' Service. This will ensure that Staff Members who have 'Administration [ALL SERVICES]' listed for a Site in their Staff Account, will be included in a Document Search where the search criteria is seeking to identify those Staff who have missing, obsolete, or incomplete Document records.

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Journals 

Journals in SupportAbility refer to any notes or evidence that is recorded for a Client, a Contact or a Staff member. Some configuration is required for Journal Settings and Journal Types before Journals are created. This configuration is completed in the 'Journals' tab in System Preferences.  


What are Journal Types?

When Staff create Journal entries for Clients, the Client Journal Type will default based on how your organisation has configured this in Journal Settings e.g. File Note: 

However, Staff may update the Client Journal Type to best reflect the nature of what is being recorded e.g. Goal Evidence:

Journal Types are used to identify the type of Journal entry being created and can also be used as search criteria in the Journal Search to locate specific types of Journals.

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What needs to be configured?

Journal Settings

Important settings must be considered and updated as part of the required configuration:

  • Default Journal Type, is the default Journal Type which will appear when Staff create a Client Journal. We recommend applying this setting after the list of available Journal Types has been reviewed (see below). 
  • Default Goal Evidence Journal Type, is the default Journal Type which appears when Staff create a Journal entry from a Goal record. We recommend applying this setting after Journal Types have been reviewed (see below).
  • Lock journal entries after, refers to the timeframe in which Journal entries will be locked following creation. By default, Journal entries are locked after five days, however, this can be configured as required.
  • Include Journal Actions In Incomplete Client Review, this setting may be disregarded as it is no longer relevant. 

Please review the 'Journal Settings' section of the  Configuring Journals article (linked below) for detailed information regarding each of these settings. 

N.B. Configuration of these settings is also referred to in the Journal Types video in the System Preferences section on the Configuration tab of the Learning Centre of your SupportAbility Installation, however, the video does not include the newer feature 'Default Goal Evidence Journal Type'.

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Journal Types

The Journal Types section displays the following:  

  • For (Record Type the Journal relates to i.e. Client, Staff, Contact)
  • Journal Type (Name of Journal type)
  • Journal Actions (if Actions are a requirement for that Journal Type)
  • Template (Information requirements to prompt Staff when completing a Journal)
  • Journal Count (Total number of that Journal Type which have been created)
  • Delete (Functionality for deleting Journal Types)

Journal Types may be added for different records such as Client, Staff, and Contacts. however, we only recommend configuring Journal Types for Client records initially.

Once configured, when Staff commence recording Journal entries in Client records, the available Journal Types to select from will be applicable to your organisation.

Similar to Document Types, a default list of Journal Types is available however, this list must be reviewed and updated. This is important to ensure any redundant items in this list are deleted and any missing Journal Types relevant to your organisation, are added. 

N.B.  When viewing the Journal Types video please note that the 'Journal Types' tab in System Preferences as referred to in the video, is now titled 'Journals' as per your installation.  

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Journal Actions (optional)

Journal Actions can be created within a Journal entry. They are effectively tasks that require action and can be assigned to specific Staff members for follow-up and default to populate on the Staff members dashboard. 

Each Journal Type can have actions set to  Prompt or be Mandatory as part of the Journal entry. If this is set to Prompt, this will prompt the staff member to create a journal action upon save. If this is set to Mandatory, it will not allow the Staff member to save the Journal entry until a Journal Action is created. 

Please review the 'Journal Actions' section of the  Configuring Journals article (linked below) for detailed information regarding each of these settings. 

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Journal Templates (optional)

A basic template structure can be created for commonly used Journal Types to assist guiding Staff to record the required information when making specific Journal entries: 

When this 'Client Journal Type' is selected when Staff create a ClientJournal, the relevant template populates within the Notes field:

Staff can then fill in the required information specific to that type of Journal e.g. Referral as per the above screenshot.

Please review the 'Journal Templates' section of the  Configuring Journals article for detailed information regarding each of these settings. 

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Tags

Tags are a useful tool to further identify and group records. Once applied, Tags can then be used as Search Criteria in various Searches and Reports.

Tags can be created for and applied to various entities in SupportAbility such as Clients, Client Contacts, Contacts (organisations), Journals, Activities, Staff etc:  

It is worth considering if Tags will be a useful feature for your organisation to use in Searches and Reports. Many Providers choose to create Tags for Client records initially, in preparation for Client records being created. This is important to ensure Staff have the relevant options to select from when adding Tags. 

Tags are configured (created, edited or removed) in the 'Tags' tab in System Preferences: 

For detailed information please review the  Configuring Tags article linked below. The Adding and Searching by Tags article may also assist as this provides information on the utilisation of Tags.

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Lists 

The drop-down options available to select from are referred to as 'Lists' in SupportAbility. For example Client Behaviours which are entered on the Status tab of the Client record: 

There are already some List options available in SupportAbility by default. It is important to review and update the editable List options, prior to Staff entering Client information to ensure the options available to select from are correct and relevant for your organisation. 

As a minimum, we recommend reviewing the following in the 'Lists' tab of System Preferences:

  • Client: Behaviour
  • Client: Disability
  • Client: Medical Condition
  • Client: Gender
    • N.B. Even though this is titled ‘Client:Gender’ this list will also be applied 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). 
  • (Optional) Activities: Programs - if your organisation wishes to utilise Programs to either identify and/or group Activities or as a way to categorise revenue data, please review the Programs and Job Codes articles (linked below) for more information. This would be completed later in the Finance & NDIS phase of implementation. 

Please review the Configuring Lists article (linked below) for detailed information relating to the configuration of this feature. 

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Remote Access (optional)

Preserving the confidentiality of Client information is an important consideration when providing Staff with remote access to SupportAbility.  Your organisation may, therefore, wish to limit the Staff who have remote access.

To give your organisation control over who has the ability to access SupportAbility outside of your offices, we recommend configuring the whitelist of allowable static IP addresses in the 'Remote Access' tab of System Preferences. These generally represent an organisation's offices or physical locations in which Staff require access to SupportAbility from. Once this whitelist is configured, if Staff Members try to access SupportAbility from an IP address outside of this allowable whitelist, SupportAbility will deny access, unless Staff Members have been granted the Remote Access privilege. 

If this is  not configured, all Staff can access SupportAbility remotely, regardless of the public IP address they use to connect with, and regardless of whether they have been granted the 'Remote Access' Staff Account Privilege. Those Staff who do not have this privilege will see the following warning when trying to log in remotely:


N.B. The registered office which appears here as 'SupportAbility', will default to your organisation's Company Name as listed in System Preferences::Installation Options. Please note that the 'System Administrator's Name' and 'System Administrator's Contact Details' (phone number) which appear in the above message, will need to be updated by your organisation to the appropriate details in System Preferences::Installation Options. This is outlined in more detail further below. 

The  Restricting Remote Access to SupportAbility article (linked below) further outlines information on how to restrict remote access in SupportAbility.

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Dashboard (optional)

When logging into SupportAbility, the Dashboard is your landing page. It is designed to notify Staff of important tasks & actions and assist them to manage their day-to-day requirements. By default, Staff can only see notifications and tasks relevant to them.  Staff with Team Leader privileges can filter the Dashboard to see notifications for the Staff they are responsible for. Each section of the Dashboard is referred to as a 'Dashboard Portal' e.g. 'Activity Schedule' and 'Incomplete Client Journal Actions':


Dashboard Settings 

There is an optional setting to 'Allow staff to customise their own dashboards'. This setting applies globally to all Staff and when activated, allows them to fully customise all features of the notification portals on their Dashboard via their 'My Staff Account'.

N.B. Careful consideration is required. If this is activated, Staff could essentially turn off each Dashboard Portal and will therefore not receive important tasks and notifications. We recommend Providers customise the Dashboard Portals (outlined below) in lieu of activating this setting to ensure consistency across your organisation. 

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Dashboard Portals

Each Dashboard Portal e.g. Incomplete Client Journal Actions, contains notifications prompting Staff with their upcoming or overdue tasks. All SupportAbility installations include default configuration of the Dashboard. For example, which Dashboard Portals have been turned on, the number of records displayed and the number of days advance notice required. 

Colours are used to indicate the status of each notification based on how this has been configured. The default settings determine that red - overdue (past due date), amber - approaching due date (within 15 days), white - upcoming (within 30 days):

The default settings for each Dashboard Portal can, however, be customised so that when Staff log into SupportAbility, the tasks and notifications are listed in the order of your organisation's priority.   

The following may be configured in the 'Dashboard' tab of System Preferences:

  • Dashboard Portals can be reordered
  • Each Dashboard Portal can be turned On or Off
  • The number of records displayed can be modified
  • The number of days advance notice for when Notifications will appear on the Dashboard

Please review the  Dashboard Privileges and Customisation article (linked below) for more information on how to complete this configuration, along with viewing The Dashboard video in the System Preferences section on the Configuration tab of the Learning Centre of your SupportAbility Installation.

N.B. When viewing this video please note the main menu on the Dashboard has now been simplified as per your installation.  Also, the number of available Dashboard portals has increased from ten to the current twenty.

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Settings - Installation Options

Company Name & System Administrator

There are several places within SupportAbility where your organisation's 'Company Name' and the 'System Administrator's Name' and 'Contact Details' will appear, assuming this information has been entered in System Preferences.

To set the 'Company Name', and 'System Administrator' details for your installation navigate to the 'Installation Options' section on the 'Settings tab' in System Preferences:

Enter the relevant information in the corresponding fields for 'Company Name', 'System Administrator's Name' and 'System Administrator's Contact Details' to ensure this reflects your organisation and the person Staff should contact when requiring assistance. 

Remember to select the 'Save Preference Set' button to save this information:

These details will then appear in:

  • the 'Reset Password' email 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 is assisting them and has selected the 'Reset Password' button in their Staff Account

      Company Name


      System Administrator Details

  • the 'Remote Access Denied' notification 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:  


Settings - System Settings (optional)

There are a number of system settings which can be configured to meet your organisation's requirements as follows:

  • Only Team Leaders can create Client Records
  • Force Staff to Acknowledge Client Warnings 
  • Automatically Log Users Out After

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Only Team Leaders can create Client Records

The purpose of this setting is to assist with the following:

  • reduce the potential for 'blank' Client records to be created
  • provide greater control over who can create Client records

The default setting for this feature is 'On'.  When active, only Staff with Team Leader privileges can add new Client records.

N.B. 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 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 Team Leader privileges for. 

Your organisation may choose to grant this privilege initially to certain Staff members during the Client Information phase of creating Client records and then revoke it later as required. Alternatively, your organisation may wish to turn this setting off, thereby allowing all Staff to create Client records.

This setting is configured in System Preferences::Settings tab in the System Settings section:

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Force Staff to Acknowledge Client Warnings

The purpose of this setting is to make Staff aware of important and critical information relating to Clients, by enforcing Staff to acknowledge this information each time they access the Client record.  This is designed to help ensure appropriate care is given and Client and Staff safety maintained, in an effort to prevent incidents.

When your organisation commences creating Client records some of the information entered will be critical information around Client Warnings, Medical Conditions and Behaviours.  

Most organisations choose to enable the 'Force Staff to Acknowledge Client Warnings' settings so that Staff will be forced to acknowledge red and amber warnings on a Client record before they can interact with the Client record in any way.  For this reason, this setting is enabled by default.

This setting is configured in System Preferences::Settings tab in the System Settings section:

When this setting is activated the 'Acknowledge Client Warnings' window will appear when a Staff member attempts to access a Client record which has a red or amber warning.  The Staff member has the choice either to select the 'I acknowledge these client warnings' button which will grant access to the relevant Client record, or they can select the 'I do not acknowledge these Client warnings' button, whereby access to the Client record will not be granted and they will be reverted to the Dashboard. 

More information regarding this functionality can be found in the  Acknowledge Client Warnings Setting article, linked below.

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Automatically Log Users Out After (inactivity)

Generally, the information displayed on SupportAbility screens is of a highly sensitive nature and thereby necessitates a level of privacy to be maintained around who can see this information. Unintentional breaches of privacy may occur when a Staff Member temporarily moves away from their computer/iPad without locking the screen or logging out, or if they forget to log off on a shared device/computer once they have completed 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 '60' minutes however this can be configured to a time which better suits your organisation's requirements eg. 10 minutes.  

This setting is configured in System Preferences::Settings tab in the System Settings section:

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Steps required to complete this phase

The list below outlines the steps required to complete Foundations | Configuration, including optional configuration to further customise your unique SupportAbility installation. 

Services and Sites

  • Make the Services available at each Site where they are managed or delivered from
  • Ensure any Employment-based Services are configured (where applicable) to activate the additional functionality

Documents

  • Review and update the list of Document Types for Client records, to be relevant for your organisation
    • Delete redundant Document Types
    • Add missing Document Types for relevant records

Optional

  • Set compulsory Document Types for Client records
  • Review and update the list of Document Types for Staff Accounts, to be relevant for your organisation
    • Delete redundant Document Types
    • Add missing Document Types for relevant records
    • Set compulsory Document Types for Staff Accounts

Journals

  • Review and update the list of Client Journal Types relevant to your organisation
    • Add missing Client Journal Types
    • Delete redundant Client Journal Types
  • Set the 'Default Goal Evidence Journal Type' when Staff are creating Client Journal entries from the Goals tab
  • Set the 'Default Journal Type' when Staff are creating Client Journal entries

Optional

  • Create Journal Templates to assist guiding Staff with what information needs to be entered
  • Modify the default 'Lock journal entries after' number of days if required

Tags

  • Add any Tags your organisation may wish to use for each record in SupportAbility (i.e. Client, Staff, Activity etc.) as relevant for your organisation

Lists

  • Review and update the list of selectable options for the following fields, as relevant for your organisation:
    • Client: Behaviour list
    • Client: Disability list
    • Client: Medical Condition list
    • Client: Service Participation Status list
    • Client: Consent Exclusions list
Remote Access (optional)
  • Enter the allowable static IP addresses in the whitelist 
  • Apply the 'Lock Access to Site IP Addresses Only' setting to restrict remote access to SupportAbility
  • Update the 'System Administrator's Name' and 'System Administrator's Contact Details' (phone number)
  • N.B. If these settings have been applied to the 'Remote Access' privilege will need to be granted to the relevant Staff when creating Staff Accounts.
Dashboard (optional)
  • Reorder Dashboard Portals.
  • Review and update which notification portals will appear on the Dashboard i.e. turn On/Off.
  • Configure the number of records to display in each of the Dashboard Portals.
  • Configure the number of days advance notice for when Notifications will appear on the Dashboard.
System Settings (optional)

Review your organisation's requirements around the following system settings and configure as required:

  • Force Staff to Acknowledge Client Warnings
  • Automatically Log Users Out After (Inactivity)

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