penelope case management software ENGAGE CONFIGURATION GUIDE Compatible with Penelope v4.6.1.0 and higher

Last modified: May 12, 2016

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TABLE OF CONTENTS Engage: The basics ................................................................................................................................ 3

About Engage .................................................................................................................................................... 3Configuring Engage ................................................................................................................................ 4

About configuring engage .................................................................................................................................. 4Process flow: Configure Engage for the first time ............................................................................................... 4

Step 1: Configure Penelope’s external address .............................................................................................. 5Step 2: Configure external communications settings for email ........................................................................ 5

External Communication Settings ............................................................................................................... 5Step 3: Configure client message settings ...................................................................................................... 6Step 4: Configure Engage .............................................................................................................................. 7

Engage Settings ......................................................................................................................................... 7Step 5: Test Engage ....................................................................................................................................... 8Step 6: Configure an existing client’s Message Settings ................................................................................. 8

Client message setting options ................................................................................................................... 9Step 7: Customize Documents for use with Engage ....................................................................................... 9Step 8: Customize Action Triggers for use with Engage .................................................................................. 9

Managing Engage ................................................................................................................................ 10About managing or disabling Engage ............................................................................................................... 10

Modify the URL for accessing engage .......................................................................................................... 10Modify which name and address appear in Engage landing pages ............................................................... 10Modify how you refer to a worker in Engage ................................................................................................. 10Modify the URLs used in Engage landing pages ........................................................................................... 11Modify the footer information in Engage landing pages ................................................................................. 11

Legal notice .......................................................................................................................................... 12

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engage: the basics

ABOUT ENGAGE Engage enables clients to participate in their service provision through the Workflow and Discussion features in Penelope. In Penelope version 4.4.0.0 and higher, both the Workflow and Discussion features have extended, client-based functionality to allow for two-way communication between staff and their clients. When Engage is installed and enabled and clients have consented to receive email communication, staff can initiate email-based communication (either a Workflow or Discussion) from Penelope that is sent to the client. Clients are presented with a link to an external-facing webpage where they can either complete a Document or reply to a Discussion. Note that communication via SMS is not supported for Engage. Workflows

When the Engage feature is enabled, Client Workflows can be initiated allowing clients to complete Documents outside of Penelope. Client Workflows can occur at the following levels in Penelope: Individual, Case, Service File, and Service Event. Client Workflows can be two types: New Document and Checklist tasks. To have a client complete a Document, you must create a new Client Task and choose which Document(s) the client should complete. When you select a single Document for the client to complete, a New Document task is created; when you select two or more Documents for the client to complete, a Checklist task is created. After you save the task, an email communication is sent to the client with a link to complete the assigned Document(s). When the client accesses the link, they will see a list of the Documents they’ve been asked to complete. They will also have the ability to ask the staff member a question about the Documents (note that this option will not appear if you have disabled client responses), and the option to refuse to complete the Document(s). Clients are able to respond to a discussion a maximum of three times until the worker replies. If the client chooses to ask a question, they initiate a Discussion that is visible in the Messages section of the associated screen in Penelope. If the client refuses to complete the Document(s), the task is reassigned to the worker and the client will not be able to access the workflow task again. Engage Discussions

When the Engage feature is enabled, Client Discussions can be initiated allowing workers and clients to conduct two-way communications. This back-and-forth communication becomes part of the client’s clinical record in Penelope. Client discussions can occur at the following levels in Penelope: Individual, Individual Account Summary, Individual Policy, Case, Service File, Service Event, Group, and Group Event. After you save the initial Discussion, an email is sent to the client with a link to reply to the message. Clients can then reply to the communication by following the link. Once the client responds, the text is visible from the Messages tab on the screen in Penelope that is associated with the discussion. Clients are able to respond to a discussion a maximum of three times until the worker replies. Note: Any communications that are sent to a client cannot be deleted from Penelope; this includes manually created and Action Trigger-based Notifications, Discussions and Workflows. You also cannot delete Documents completed by a client or a client’s response to a Discussion. Consequently, any records (for example, Service File, Individual Profile, etc.) that include client-facing communication cannot be deleted from Penelope.

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configuring engage

ABOUT CONFIGURING ENGAGE Although Penelope v4.4.0.0 and higher are considered “Engage-ready,” we highly recommend against enabling Engage in a production environment until you have installed Engage v1.0 or higher. If the Penelope components of Engage are enabled in a production environment prior to the installation of Engage, clients with Message Settings enabled could receive emails requesting they complete documents and respond to discussions. Until Engage v1.0 has been installed, the links in these emails will not be functional. Engage functionality in Penelope has intentionally not been disabled so as to allow agencies to test and train staff on the Penelope side of Engage features in a sandbox environment in advance of the it's release. If your sandbox environment contains a copy of data from a production database and you intend to test Engage functionality in the sandbox, we recommend you consider removing data from Individual Message settings to ensure absolutely no erroneous emails are delivered to individuals. Engage configuration must be completed in two sections of the System Administration panel: External Communications and Engage. Configuring email is a mandatory component, as the Engage setup section cannot be edited until email has been successfully configured. Once you have configured email, you will then need to enable Client Delivery in the client Message Settings section and configure additional message settings. Note that if you have previously configured External Communications and enabled client delivery, the Engage feature will be available for configuration immediately upon upgrading. The remainder of the configuration tasks take place in the Engage setup section. You can choose to enable Engage for Client Workflows and/or Discussions. The Engage feature requires an externally accessible URL. The URL entered must include https. Prior to enabling Engage, Penelope tests the link to ensure that it is functional. The Engage status/ping box is there to ensure that everything works if you want to test prior to enabling Engage. This will only work if Engage is up and running at the URL and if Engage can access the database. If the URL is invalid, you cannot enable Engage.

PROCESS FLOW: CONFIGURE ENGAGE FOR THE FIRST TIME Note: Although you can configure the Engage feature within Penelope prior to installing the Engage component, you should not enable Engage in a production environment until the standalone Engage components have been installed.

1. Configure Penelope’s external address 2. Configure External Communications settings for email 3. Enable client delivery and configure client message settings 4. Configure Engage 5. Test Engage 6. Configure a client’s Message Settings 7. Customize Documents for use with Engage 8. Customize Action Triggers for use with Engage

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STEP 1: CONFIGURE PENELOPE’S EXTERNAL ADDRESS To configure Engage in Penelope, you must first set up a publicly-accessible URL for Penelope that is accessible outside of your organization. This URL must be static, and you should avoid using an alias. If you are a SaaS client, contact Penelope Technical Support to verify your external address. Prerequisite: You must be logged in to Penelope using a System Administrator account.

1. In the System Setup section, click External Communications. 2. Click Edit. 3. In the Penelope’s external address (including port) field, type the external address for your Penelope

database. 4. Click Save.

STEP 2: CONFIGURE EXTERNAL COMMUNICATIONS SETTINGS FOR EMAIL To enable the Engage feature, you must configure your email External Communication settings. If you have already configured your External Communication settings for use with email (note that SMS cannot be used with the Engage feature), you can use the same settings. Prerequisite: You must be logged in to Penelope using a System Administrator account.

1. In the System Setup section, click External Communications. 2. In the Email section, click Edit. 3. Complete one of the following fields with information from your email provider:

a. Host b. Send from c. User name d. Change password e. Port number f. Encryption

4. Click Save. 5. To ensure the settings are configured accurately, click Test. 6. If the settings are configured accurately, click Enable. Otherwise, review and adjust the settings in step 3

until the test passes. 7. Click Enable.

EXTERNAL COMMUNICATION SETTINGS

Setting Description

Host The host name for your email server.

Send From The email address from which all email notifications will be sent.

Username The user name for the account that will be sending messages from your email server.

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(Change) Password The password for the account that will be sending messages from your email server.

Use Port The port that matches your SMTP settings for the encryption type chosen below. Penelope will automatically default to the port typically associated with each encryption type when selected.

Encryption Use SSL Option to use SSL encryption for email messages.

Use TLS Option to use TLS encryption for email messages.

Unencrypted Option to use no encryption for email messages.

STEP 3: CONFIGURE CLIENT MESSAGE SETTINGS Prerequisite: You must be logged in to Penelope using a System Administrator account.

1. In the System Setup section, click External Communications. 2. Click the Recipient Configuration tab. 3. In the Client Message Settings section, click Edit. 4. In the Client Settings section, click the Enable Client Delivery option. 5. (Optional) To enable event confirmation options, complete the following fields:

a. To send event confirmations, click the Send event confirmation option. b. In the Send confirmation before field, type the number of hours before an event that the message

should be sent. c. In the Sender of confirmation field, type which Worker should be listed as the message sender. d. To enable return messages, click the Include return message option. e. If desired, in the Include additional recipients on return of confirmation, select the desired

Worker Category. 6. (Optional) To enable Event Updates, complete the following fields:

a. To send notifications to a client when an event is booked, click the Send Event booking notification option.

b. To send notifications to a client when an event is rescheduled, click the Send Event reschedule notification option.

7. (Required) To enable Client Communication and Workflow settings, click any of the following options: a. Enable from Individual Account Summary b. Enable from Individual Policy c. Enable from Individual Profile d. Enable from Case e. Enable from Service File f. Enable from Service Event g. Enable from Group (Note: Engage Discussions and Workflows are not available for Groups) h. Enable Group Event (Note: Engage Discussions and Workflows are not available for Group Events)

8. Click Save.

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STEP 4: CONFIGURE ENGAGE Prerequisite: You must be logged in to Penelope using a System Administrator account.

1. In the System Setup section, click Engage. 2. Click Edit. 3. To use the Workflows feature of Engage, click the Enable Client Workflows option. 4. To use the Discussions feature of Engage, click the Enable Client Discussions option. 5. To prevent clients from submitting questions to their practitioner when completing a Document, click the

Disable replies from Client Workflows option. 6. In the URL for accessing Engage field, type the URL (including https://) for Engage. 7. In the Engage Presentation Settings section, select which name and address you want to display on

Engage landing pages. 8. In the Refer to worker as field, type the term you’d like to use for worker. For example, Therapist. 9. In the Help URL field, type the help link for your organization. 10. In the Privacy Policy URL field, type the privacy policy link for your organization. 11. In the Technical Problems URL field, type the technical problems link for your organization. 12. In the Organization contact URL field, type the organization contact link for your organization. 13. In the Additional footer information field, type any additional text you want to display on Engage landing

pages. 14. Click Save.

ENGAGE SETTINGS

Setting Description

General Settings Enable Client Workflows

The option to enable or disable the use of the Client Workflow component of Engage

Enable Client Discussions

The option to enable or disable the use of the Client Discussions component of Engage

Disable replies from Client Workflows

The option to disable the ability for clients to send a message to the worker from a Document task.

URL for accessing Engage

The externally accessible URL for the Engage feature.

Engage Presentation Settings

Use The option to display the general Agency name and address on Engage landing pages or the client’s assigned site name and address.

Refer to worker as The option to specify how to refer to the worker for the Engage feature. For example, Practitioner, Counselor, Therapist, etc.

Help URL A link to access Engage-specific help materials provided by your organization. This field is mandatory and the link must include http or https.

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Privacy Policy URL A link to access your organization’s privacy policy. This field is mandatory and the link must include http or https.

Technical Problems URL

A link to the URL to access Engage-specific help materials provided by your organization. This field is mandatory and the link must include http or https.

Link to Organization Site

A link to your organization’s website. This field is mandatory and the link must include http or https.

Additional Footer Information

The option to include any custom text that you would like to display at the bottom of each Engage page; for example, your slogan, fax number, etc.)

Engage Status Note: This feature will be available in Penelope version 4.4.1 and higher. A link to test the connection between Penelope and Engage.

Engage Usage Note: This feature will be available in Penelope version 4.4.1 and higher. Your agency is given a specific number of Engage transactions based on the number of user licenses that you have. The Engage Usage statistics provide detail around the number of activities occurring including:

• Outstanding Discussions • Outstanding Documents • Total Engage Activities • Engage Activities over the last 12 months • Total Engage Activities allowed over 12 month period • Usage percentage over last 12 month period

STEP 5: TEST ENGAGE Note: This feature will be available in Penelope version 4.4.1 and higher. Prerequisite: You must be logged in to Penelope using an Intake-Mgmt, Clinical Worker, or Admin-Exec account.

1. In the System Setup section, click Engage. 2. In the Engage Status section, click Test.

If you encounter issues while testing Engage, review the configuration settings outlined in Step 4 and complete the test again until you have a successful connection. For additional help, please contact the Athena Support team.

STEP 6: CONFIGURE AN EXISTING CLIENT’S MESSAGE SETTINGS Complete these steps to update an existing client’s profile with their preferred email address and/or cell phone number for use with the External Communications and Engage features. In version Penelope 4.4.1 and above, you

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can configure a new client’s Message Settings as part of the intake process in the Intake Wizard or Add Individual tools. Prerequisite: You must be logged in to Penelope using an Intake-Mgmt, Clinical Worker, or Admin-Exec account.

1. Browse to the client’s Individual Profile. 2. Click the Message Settings tab. 3. Click Edit. 4. In the Email Communications via drop-down, select which email address the client wants to use. 5. In the SMS Communications via drop-down, select which SMS-capable phone number the client wants

to use. 6. In the Client Consents to Receive section, choose which types of communication the client has agreed

to receive.

CLIENT MESSAGE SETTING OPTIONS

Option Description

Event Confirmations The client consents to receive a message from Penelope when an event has been booked for them.

Event Updates The client consents to receive a message from Penelope when a change has been made to an event in which they have been booked as an attendee.

Billing Communications The client consents to receive messages about their Account Balance or other billing-related information.

General Communications The client consents to receive general messages from Penelope.

Service Communications The client consents to receive service-based messages from Penelope.

STEP 7: CUSTOMIZE DOCUMENTS FOR USE WITH ENGAGE For more information about customizing client-facing Documents for use with the Engage feature, see the Documents Guide.

STEP 8: CUSTOMIZE ACTION TRIGGERS FOR USE WITH ENGAGE For more information about customizing Action Triggers for use with the Engage feature, see the Action Triggers Guide.

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managing engage

ABOUT MANAGING OR DISABLING ENGAGE In general, we do not recommend disabling the Engage or External Communications features after you have begun using them to communicate with clients. That said, exceptions exist in extreme circumstances such as if your agency is in the process of changing email providers. If you need to update or change information about your email provider, you should only edit the External Communication settings. Engage will remain enabled, but you will not be able to make changes to the Engage setup or send new Workflow or Discussion communications to clients until the changes are complete. We only recommend making changes to External Communication sessions during off-peak or inactive hours at your agency to avoid interfering with staff sending Workflow or Discussion communications to clients. We highly recommend that you do not disable the Engage feature as this action is irreversible (disabling Engage is considered as clearing the Enable Client Workflows and Enable Client Discussions options). If you disable Engage, all active Workflows and Discussions currently assigned to clients will be reassigned to a worker. Clients will also be removed as followers on the Discussion or Workflow tasks, and cannot be re-added. Both of these outcomes are irreversible. Note that existing Engage Discussions and Workflows will not queue up to be sent out once Engage is re-enabled. Workers will need to create a new Discussion or Workflow to send to their clients.

MODIFY THE URL FOR ACCESSING ENGAGE Prerequisite: You must be logged in to Penelope using a System Administrator account.

1. In the System Setup section, click Engage. 2. Click Edit. 3. In the URL for accessing Engage field, type the new URL (including https://) for Engage. 4. Click Save.

MODIFY WHICH NAME AND ADDRESS APPEAR IN ENGAGE LANDING PAGES Prerequisite: You must be logged in to Penelope using a System Administrator account.

1. In the System Setup section, click Engage. 2. Click Edit. 3. In the Engage Presentation Settings section, select which name and address you want to display on

Engage landing pages. 4. Click Save.

MODIFY HOW YOU REFER TO A WORKER IN ENGAGE Prerequisite: You must be logged in to Penelope using a System Administrator account.

1. In the System Setup section, click Engage. 2. Click Edit. 3. In the Refer to worker as field, type the term you’d like to use for workers. For example, Therapist.

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4. Click Save.

MODIFY THE URLS USED IN ENGAGE LANDING PAGES Prerequisite: You must be logged in to Penelope using a System Administrator account.

1. In the System Setup section, click Engage. 2. Click Edit. 3. Complete any of the following options:

a. In the Help URL field, type the help link for your organization. b. In the Privacy Policy URL field, type the privacy policy link for your organization. c. In the Technical Problems URL field, type the technical problems link for your organization. d. In the Organization contact URL field, type the organization contact link for your organization.

4. Click Save.

MODIFY THE FOOTER INFORMATION IN ENGAGE LANDING PAGES Prerequisite: You must be logged in to Penelope using a System Administrator account.

1. In the System Setup section, click Engage. 2. Click Edit. 3. In the Additional footer information field, type any additional text you want to display on Engage landing

pages. 4. Click Save.

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legal notice © 2016 Athena Software. All rights reserved. The information in this document is provided "AS IS" and without warranty of any kind, either expressed or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This information could contain technical inaccuracies or typographical errors. Changes may be made periodically to the information herein without notice. This document may contain links or references to products, materials or web sites that are provided by independent third parties either directly or through frames. The availability of such third party material does not constitute any form of recommendation, endorsement or publication of such third party material by us. Any concerns that you have about the third party material should be directed to the relevant third party. iPhone®, iPad®, and Safari® are trademarks of Apple Inc. Chrome™, Google™ and Gmail™ are are trademarks of Google Inc. Active Directory®, Excel®, Internet Explorer®, Microsoft®, and Office 365 are trademarks of Microsoft Corporation. Firefox® and Mozilla® are trademarks of The Mozilla Foundation. Other company and product names mentioned herein may be trademarks of their respective companies.