Scheduler Settings

Overview

The Scheduling tool offers a way for claimed program providers to easily create, schedule, and manage appointments with people seeking your services (Seeker) as a key step in their intake process. The tool will allow you to:

  • Easily show availability for appointments at their program location(s),
  • Book appointments on behalf of people in need, or allow them to  book for themselves,
  • Schedule appointments for colleagues, and
  • Save calendar invites to colleagues' work calendars

 *This feature is for claimed programs. If you haven't claimed your program yet, go to: findhelp.org/claims.

 

Settings

Who on my team has access to the Scheduling Tool?

Anyone you invite! You'll need to invite those on your team who will be creating and managing appointment availabilities.

To invite users:

Step 1:  Log in to your Claimer account go to "My Program Tools" --> "My Team"

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Step 2: Choose the green “Invite Team Member” button. You’ll be prompted to enter the users':

  • First & last name
  • Email address
  • Their languages, which will be used for their appointments (Optional)
  • The program(s) you’re inviting them to access
  • Their access level (Admin or Worker) per program

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Workers have access to:

  • Update the listing information for their program
  • Add, update, and archive program locations
  • Create and manage schedules for themselves and their team members
  • A dashboard view of their own appointments

Admins can access the same functionality as Workers, plus have additional access to:

  • Invite and manage other user accounts for their programs
  • A dashboard view for all appointments at their program
      1. Note that when they click the button in the invitation email to claim the program, they will be taken to a page where they are prompted to fill in some extra profile information (name, languages) that will be used when they create appointments.

 

Office Locations for Appointments

Step 1:  Log into your account and go to "My Program Tools" --> "Edit Program Listings" 

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Step 2:  Select “Edit Hours/Locations” for the program whose locations you would like to add or edit.

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Step 3:  For each office where appointments will take place, you must uncheck the option to "Hide this location from the program's calendars and appointment searches" and uncheck the “Confidential location” checkbox in order for appointments at this location to display correctly to users who are booking appointments. 

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Configuring Your Calendar

Admin and Worker accounts both have a calendar for each program that you have permission to access. So, for example, if you administer one program and have Worker access for another program, you would have two calendars - one for each program your account is associated with. Both Admins and Workers can also manage calendars for any Admins or Workers associated with their program.

 

Scheduling Appointment Time Slots

You can set up appointment availability on your calendar so that users can book appointments based on the appointment times you create.

Step 1:  To access your calendar, login and click on "My Program Tools" --> "Calendar."

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Step 2:  To create appointment time slots, select "Manage Availability," or select the hours you'd like to make available by clicking directly into the calendar. 

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A form will appear for you to create your appointment times.

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Step 3:  When creating your availability you will need to enter:

  • Program - The service that your agency is providing. Some organizations may have a few different programs.
    • Note: this is different than the locations.
  • Owner: The Assister who will be facilitating the appointment
  • Availability: Whether or not the person is available to accept appointments.
    • Note: Unavailable time will prevent any user from being able to schedule on the Worker’s calendar within those times.
  • Location: The office or place where Seekers can access the program services
  • Date: The date of the available appointment
  • Time: The range of time that the appointments are available
  • Appointment Title: The name of the kind of appointment
  • Appointment Length: The duration of the appointment
  • Space Between Appointments: Buffer time in between appointments

The green area below will show how many appointments are available, based on the range of time that was selected, the Appointment Length, and the Space Between Appointments.

Available future appointment slots will be open to the public so that users can book directly. Users can book their own appointments up until 90 minutes before the scheduled appointment time. If the appointment is less than 90 minutes away, Admins or the Workers can still book appointments via their calendar.

Note: There is not an internal-only version of the calendar availability tool. Open calendar slots more than 90 minutes in the future will be open and available for public booking.

 

Removing Appointment Times

To remove an appointment time on your calendar, select the appointment time and select “delete availability.” You can delete only that individual appointment time or all future unbooked appointment slots.

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Note: If you select, “Delete this slot and any of [Owner’s] future unbooked slots,” it will delete all future unbooked appointment slots for that Owner, not just the appointment slots for that day.

Any booked slots with that Owner will remain. If the scheduled Owner can no longer serve that user, the appointment would need to be updated and the user will be notified. Visit the “Editing Scheduled Appointments” section of this guide for more information.

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Calendar Settings 

Admins and Workers can configure their calendar settings to edit default appointment titles and notes to their appointments. These will be the same for all appointments booked at their program. Appointment notes are sent in confirmation email/text to your users.

To configure your Calendar settings, click the green "Settings" button in the top right corner of your calendar view.

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To remove notes, simply delete the text in the notes field.

 

Creating Appointments: Booking Future or Past Appointment

Booking a Future Appointment

There are two ways to book an appointment for someone.

 

Option One: Booking an Available Time Slot

To book an appointment for a Seeker, you can select one of the available times.

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Once you select the time, you will need to fill out the following information about the person you're helping:

  • First Name
  • Last Name
  • Email Address OR Phone Number
    • While you do not need to fill in both, at least one of these fields is required
  • Best way to send appointment reminders
    • You may select the best way to send appointment reminders. If you do not select any options, email will be the default method of communication. If you select phone or text, a text confirmation will go to the Seeker. If you select all three, the Seeker will receive both email and text notifications.
  • Consent
    • You must check the consent button to schedule this appointment. This is so that findhelp, the technology platform behind the Scheduler has permission to store the Seeker's appointment and profile information.

 

Option Two: Booking an Appointment Without a Time Slot

If you want to book an appointment that is not a pre-scheduled slot, you can select “Create Booking.”

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A form will appear for you to create the booking.

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When creating a booking, you will need to enter:

  • Program - The service that your agency is providing. Some providers may have a few different programs.
    • Note: this is different than the locations.
  • Owner: The Assister who will be facilitating the appointment
  • Availability: This will default to “Available”
  • Location: The office or place where Seekers can access the program services
  • Date: The date of the available appointment
  • Time: The range of time that the appointments are available

And the following information about the Seeker:

  • First Name
  • Last Name
  • Email Address OR Phone Number
    • While you do not need to fill in both, at least one of these fields is required
  • Best way to send appointment reminders
    • You may select the best way to send appointment reminders. If you do not select any options, email will be the default method of communication. If you select phone or text, a text confirmation will go to the Seeker. If you select all three, the Seeker will receive both email and text notifications.
  • Consent

Note: You must enter a unique phone number or email address for a Seeker. If there are any duplicates, the Seekers will be linked and will negatively impact the accuracy of your reporting.

 

Logging Past Appointments

In order to track outcomes, an appointment needs to be on the calendar. Through the Assistance Network Scheduler, you may book past appointments. To do so, select “Create Booking” or select the past hours directly on the calendar.

A form will appear for you to create your appointment times.

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When creating a past appointment, you will need to enter:

  • Program - The service that your agency is providing. Some providers may have a few different programs.
    • Note, this is different than the locations.
  • Owner: The Assister who will be facilitating the appointment
  • Location: The office or place where Seekers can access the program services
  • Date: The date of the available appointment
  • Time: The range of time that the appointments are available

And the following information about the Seeker:

  • First Name
  • Last Name
  • Email Address OR Phone Number
    • While you do not need to fill in both, at least one of these fields is required
  • Best way to send appointment reminders
    • You may select the best way to send appointment reminders. If you do not select any options, email will be the default method of communication. If you select phone or text, a text confirmation will go to the Seeker. If you select all three, the Seeker will receive both email and text notifications.
  • Consent

Note: If appointments are booked in the past, no notification will be sent to the user.

 

Editing Scheduled Appointments

To edit a booked appointment, click on the appointment slot on your calendar to access the update form.

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From here, you can update appointment information such as:

  • Assister
  • Location
  • Day & Time
  • Seeker Contact information

Once you click “Update” a new confirmation message will be sent to the Seeker with the updated information.

Note: If the attendee needs to change, cancel this appointment and create a new one.

Note: You can only edit scheduled appointments. If you need to update your open availability, you must remove your current availability and create new availability with the updated information.

 

Canceling Appointments

If you need to cancel an appointment, you must do so on your findhelp Scheduling tool. You can cancel appointments two ways:

 

Option One: Canceling From The Calendar

From the Calendar, find the appointment that you wish to cancel and select that appointment. From the form, click the “Cancel Appointment” button.

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Confirm that you want to cancel the appointment. This is permanent and cannot be undone.

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The Seeker will receive a notification that their appointment has been canceled.

Note: Once the appointment has been canceled, the time slot will re-open so that someone else may book that time slot.

Although the appointment was canceled, the Seeker will still appear on your dashboard so that you can track your canceled appointments.

 

Option Two: Canceling From The Dashboard

From the Dashboard, find the appointment that you wish to cancel. From the “Appointment Status” drop down menu, select “Canceled.”

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The Seeker will receive a notification that their appointment has been canceled.

Note: Once the appointment has been canceled, the time slot will re-open so that someone else may book that time slot.

Although the appointment was canceled, the Seeker will still appear on your dashboard so that you can track your canceled appointments.

 

Notifications

When appointments are booked for future time slots, the Seeker will receive a notification with confirmation containing the following information:

  • The appointment time date and time
  • The appointment location
  • Notes about the location

By default, notifications will be sent via email. However, if they select “text” or “phone” as the best way to receive reminders, they will receive text messages instead.

24 hours ahead of the appointment, the Seeker will receive a reminder message by the same channel, reiterating the same appointment information.

When a Seeker books an appointment, the Admin or Worker hosting the appointment will also receive a confirmation email and a reminder 24 hours ahead of time.

If a future appointment is canceled on the Scheduling tool, the Seeker will receive a cancellation notice via their preferred method of communication.

Note: If appointments are booked in the past, no notification will be sent to the Seeker.

 

Filtering Calendars

To view appointments for a specific Admin/Worker or Location, choose the filtering option to the left of the calendar.

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These filters will let you see any combination of booked and available appointments for your Admins/Workers and at your locations.

 

Note: Calendars appointments are currently one color, regardless of the location or Admin/Worker.

If your Organization has more than one program with Scheduling, the programs with their respective team members and locations will be on the left side. You can click on the name of the program to collapse and show the filters for that program.

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When you uncheck the Seeker, it will remove all of their appointments from the calendar view for all programs. If you uncheck the offices, it will remove the programs at that office. 

To see all appointments for a Seeker, check that person and it will show appointments for that Seeker across all programs.

To see all appointments for a program, uncheck all offices except offices of the program you want to see.

 

Adding Appointments to External Calendars

If you would like to add an appointment to your Google or Outlook calendar, you may do so from the appointment confirmation email that you receive when an appointment is booked.

In this email, you will see a link that says, “Add to calendar.” Click this link to add the appointment to your external Google or Outlook calendar.

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Note: This will only add the program one time to your calendar. If the appointment changes on the findhelp Scheduling calendar, such as a cancellation, this will not be reflected on your external Google or Outlook calendar. Likewise, if you cancel an appointment on your external calendar, it will not cancel the appointment for your Seeker. All changes and cancellations must take place on the findhelp Scheduling tool.

 

Managing your Dashboard

To access your Dashboard, log in to your account on findhelp.org and go to Appointments ---> Dashboard.

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The Appointment dashboard allows Admins/Workers to view appointment status and history.  

From the Appointment Dashboard, the Admin/Worker can:

  1. Update appointment status
  2. View appointment outcome for enrollment status
  3. Flag for followup
  4. Add followup notes
  5. Access the Outcomes Tracking form

If are a provider with multiple programs, select the program you would like to view from the top drop down menu where it says, “Appointment Dashboard for.”

 

Follow Up Flag & Leaving Notes

You can flag Seeker who need follow up by clicking on the flag outline to the left of the Seeker. When you click the flag, you will see a notes box pop up where you can add notes.

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Here are some important things to know:

  • You can flag a program and leave a note
  • You can flag programs without leaving notes
  • If you un-flag a program the note will remain
  • If you update the note, it will override the original note

Note: Please do not put any sensitive information in notes, such as Social Security Numbers, etc.

 

Additional Support

Have a question that wasn't addressed in this article? Email community@findhelp.com for additional support.  

 


 

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