In each instance where a customer has requested a Rapid Response Service via Converge (i.e., a referral), a Customer Program (CP) number will be established. This is an alphanumeric number which identifies this as being a ‘parent case’.
Each service delivery under the CP is referred to as an Engagement (E) and has an alphanumeric number which identifies this as being a ‘child case’.
Depending on the nature of the referral and the service delivery requirements, there may be one or more ‘Engagements’.
Example, an ‘Engagement’ may be:
An onsite session
A phone-based session
A video-based session
A follow-up service (phone-based check-in call)
Under each Engagement, service delivery ‘activities’ are undertaken, which can be:
Group sessions
Individual (one-on-one) sessions
Walk-the-floor sessions
All clinicians are required to accurately add all ‘activities’ and their associated case notes utilising the Universal Case Management (UCM) system with Converge for each booked Engagement.
Engagement - how to add activities and write case notes
To access each job, refer to the user guide: Viewing your Engagements (Job Bookings)
To commence capturing activities for each Engagement, firstly view the job and then select ‘Capture Activities (Conduct)’
The user will then be navigated to a subsequent screen titled ‘Capture Activities’ and where activity choices are accessible.
Do not select ‘Conclude’ until all activities and their associated case notes have been entered. If there were no activities undertaken (i.e., no uptake of service), refer to section XXXXX below.
As activities are added, use the ‘filter’ option of ‘ALL’ to view all activities added, or filter by type
Please refer to the below guides for how to add activities and capture case notes for each Engagement: