Client Encounters

What is a Client Encounter?

A “Client Encounter” is an interaction between a volunteer and one of their clients. By creating Client Reporting Fields, a volunteer can record more personalized information for their interactions with their clients. In this case, there is need for them to log hours against an Activity.

IMPORTANT:

Since these Client Reporting Fields could contain sensitive information, volunteers will not be able to see or edit the client reporting feedback they have submitted for their Client Encounters once they have saved it unless you enable them to do so.

Log a Client Encounter

  1. Edit a Client’s profile. (Note that you can only log a Client Encounter within the profile of a Client that is associated with a Volunteer)
  2. Click on the “Connections” tab
  3. Click on the “Encounters” section
  4. Click the [Log a Client Encounter] button
  5. In the “Log a Client Encounter” dialog:
    1. Select the name of the associated volunteer from the drop list
    2. Enter the date of the encounter
    3. In the details section, provide a value for the Client Reporting Fields
    4. Click the [Save] button

You can log another encounter, view previous logged encounters or close the client’s profile.

How a Volunteer Logs a Client Encounter

If the volunteer has no associated clients, they will see the normal “HOURS” tab, enabling them to log hours against their Activities.

If the volunteer has associated clients, the “HOURS” tab is replaced with a “LOGGING” menu that has “Hours” and “Connections” as the options.

    • Hours: takes them to the same hours logging page as they had used before.
    • Connections: takes them to the “Client Encounter” screen where they can enter values for Client Reporting Fields to provide details on their most recent Client Encounter.

IMPORTANT:

Volunteers will not be able to see or edit the feedback they have submitted for their Client Encounters once they have saved it unless you enable them to do so in your Organization Settings.

View / Edit / Delete a Client Encounter

  1. Edit a Client’s profile
  2. Click on the “Connections” tab
  3. Click on the “Encounters” section
  4. You can filter the list of encounters, if desired
  5. In the list of previously logged encounters, hover over the [Options] button to the left of an encounter and select either “View”, “Edit” or “Delete”

TIP:

By selecting multiple encounters, you can delete them in bulk.

View / Edit / Delete Multiple Client Encounters

  1. Go to: People >> Connections >> Client Encounters
  2. You can filter the list of encounters, if desired
  3. Hover over the [Options] button to the left of an encounter and select either “View”, “Edit” or “Delete”

TIP:

By selecting multiple encounters, you can delete them in bulk.

Report on Client Encounters

Information on Client Encounters can be reported on via export reports at both the organization and enterprise levels as well as within an individual client’s profile.

  1. Go to: Reports >> Exports / Excel Reports >> Client Reporting Data Export – Column Layout
  2. Optional: Enter a date range
  3. Optional: Select whether to include entries that do not have any of the selected reporting fields
  4. Choose your sorting preference
  5. Choose the desired file format
  6. By default we have selected the most columns used in an export. Click the [Columns to Include] section to see what columns are included and to make any changes you’d like
  7. Click the [Export Client Reporting Data] button

 

Hiding Past Recorded Client Encounter Feedback Fields

If the information entered during a client encounter is not of a sensitive nature, you can choose to let your volunteers view the information they have entered in the feedback fields for past client encounters. It might be beneficial to seek input form you organizations’s privacy officer.

  1. Go to: Configuration >> Organization Settings >> General Settings
  2. In the “General Client Settings” tab, go to the “Volunteer Relationship Settings” section
  3. Check the box: “Volunteers can view past recorded client encounter feedback fields”
  4. Click the [Save] button

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