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STEPIMS User Manual (Housing Staff)

1. d Department of Housing To Affordable Housing Government of Western Australia OPENING DOORS ST EPIMS USER GUIDE for Department of Housing Employees STEPIMS User Guide last updated April 2014 v0 1 Support and Tenant Education STEP Table of Contents WTO gent le EE 3 MTNA NSS E E 3 PUDO O a E E ona asenct E E E A ten inansaendinenadedean 3 ee 3 CONFIDENTIALITY OF INFORMATION 3 INGO a TS teste tres eget ste es Dente estes eee cents ee 4 PRODUCTION TRAINING AND TEST DATARBAGEG 4 UO ON SCR CON a EEA E EE E E a Eai 5 NOnIGaNONS E 5 LANDING PA OE serar E E A 6 Display Information Agency Database and User Details cccceeceseeeeeeeeeeeeeeeeeneees 6 General Ee E ON BE 7 OASE SEAR E een eee ene eee ee een een eee eee ene ee ce ee ee 8 General INAV E len EE 8 RICAN CI ROS UNS scercetertaiesiaae saan anecdsanesansclemeticuatronameacnaanseantasmeaneeasantsaeneanteecsaaatasancoaiasoecnonateectanctr 8 JASE DOREEN seen pete semen gee see ae eee ane ces aus ae ape nese ahedaetoncesene secu ecesoseuccesdenceaseceeacees 9 TOPIB eer E E E EEE 9 Grey Derre E EE T E EEEE EE E EEEE E E E EE EE 9 Reema DETA E 9 Mau K TENPE EE 10 MDGS OC EE 11 REFERRAL e EN 13 PROGRAM ASSESSMENT ccccccceeecceececceeescecesceeeccseeencecesceseeceeeeceneescesesceeeeceeessoes 14 Beleeg eNO EE 17 SE 18 PGI E AN KE 20 STEPIMS User Guide for Housing Employees v0 1 Page 2 Support and Tenant Education STEP
2. Open The STEP provider and client have agreed to work together and will be commencing the program in the near future Client Not Amenable Did not wish The STEP provider met with the client but they did to participate in assessment not want to participate in the program Client Not Amenable Declined to The STEP Provider was unable to meet with the meet client Client Not Amenable Changed The client has changed their mind about participating mind in STEP Case Not Accepted Agency Where the issues are beyond the scope of STEP unable to assist needs too Providers should discuss the case with the complex Department of Housing prior to discuss alternative options before making this decision Case Not Accepted Negative Where the Provider has previously worked with the prior history with STEP Provider client and there are reasons why accepting the case would be problematic Case Not Accepted The Agency did not accept the case due to Safety Violence safety violence concerns Providers should contact the Department of Housing to discuss alternative options prior to making this decision Assessment Not Required The client has vacated the property prior to agreeing Vacated prior to assessment to commence STEP with the Provider Assessment Not Required The client has been referred to another agency this Referred to another agency could be for a number of reasons such as the client requiring specialis
3. The types of actions that can be logged are Referral Actions in the Referral phase that do not involve direct contact with the client E g phone calls to the Department of Housing to clarify information in the referral Referral Not Actions related to the decision not to accept a referral such as phone Accepted calls or meetings with the Department of Housing Phone Contact Phone contact with the client Phone calls to other parties should be captured either under other Action types such as Referral or General Phone Contact An unsuccessful attempt to contact the client by phone Missed A visit to the client s home where the client was present Home Visit A visit to the client s home where they were not present Record in Missed the free text field if it was a planned or unplanned visit Office Appointment Where the client has come to see the worker for an office session Office Appointment Where the client missed a scheduled office appointment Record in Missed the free text field if the client made contact advising they were unable to make the appointment Joint Visit This option is used when taking the client to another agency e g Centrelink Financial Counsellor or when another officer is accompanying the case worker Joint Visit Missed This option is used to record when the client did not attend the joint visit Assessment Actions in the Referral phase that do not involve direct co
4. INTRODUCTION What is STEPIMS The Support and Tenant Education Program Information Management System STEPIMS is an electronic case management system for STEP Providers to record the details of STEP cases By recording cases in STEPIMS a significant proportion of reporting requirements will be automatically met reducing the need for regular manual collection of data such as wait list numbers and numbers of cases per region etc STEPIMS is a web based system and can be accessed using your web browser STEPIMS is optimised for Windows PCs using Internet Explorer 9 but will operate on other browsers Apple Mac systems tablets and smartphones Whilst tablets and smart phones can also be used to operate STEPIMS the system has not been optimised for small screens Purpose The purpose of this User Guide and supporting learning exercises are to provide Department of Housing staff with the knowledge and skills to do the following in STEPIMS e Search for and find cases Access Levels The two different levels of access to STEPIMS available for most Housing staff are e Housing Officer read access only with no ability to update records e Housing Manager same as Housing Officer but with the ability to access reports and an upcoming ability to manage user accounts CONFIDENTIALITY OF INFORMATION There is no legislative right to privacy in Western Australia and the Housing Act 1980 does not create a duty of confidentiality between th
5. e Department of Housing and a customer The Department however believes that it has a corporate responsibility to maintain the privacy and confidentiality of the tenants hence the department follows the National Privacy Principles administered by the Office of The Australian Information Commissioner On this basis STEP clients are required to provide written consent to have their information shared This is to assure STEP clients that their personal information is used only for the purposes of providing relevant assistance in STEPIMS STEPIMS User Guide for Housing Employees v0 1 Page 3 Support and Tenant Education STEP LOGGING ON TO STEPIMS Access to the STEPIMS is provided by the Department of Housing New users will need to have their manager complete the Computer Access Form which is available on iNhouse under All Forms If you already have STEPIMS access but you require changes to your current user profile i e you have changed your position or require access to other regions then please contact the STEPIMS administrator at steo housing wa gov au PRODUCTION TRAINING AND TEST DATABASES STEPIMS has three main databases which can be accessed by STEPIMS users 1 STEPIMS PRODUCTION is the live system used for real cases Do not use this database for training and demonstration STEPIMS PRODUCTION is accessed by typing stepims into the web browser when using the Department of Housing network including Citri
6. e STEP Provider has reviewed the Referral and made a decision Withdrew by Where the Department of Housing withdraws the referral before the Department of STEP provider has reviewed the referral and made a decision e g if Housing the Department advises the tenant has abandoned the property The Referral Outcome Comments field is a long free text field for the Agency to record the reason why a referral was not accepted or any particular notes of interest relating to the referral e g Accepted for Assessment which is expected to commence within seven days STEPIMS User Guide for Housing Employees v0 1 Page 13 Support and Tenant Education STEP PROGRAM ASSESSMENT The purpose of the Program Assessment section is to record whether the case has been accepted or not following contact between the STEP provider and the client See the screenshot below note the MATRIX GOALS are only present if the referral type is for an existing tenant PROGRAM ASSESSMENT Initial Assessment Dates Assessment Outcome v MATRIX GOALS RENT GOING AWAY HOME YARD TENANT AND HOUSEHOLD VISITORS KIKKKKKI O Total Score Assessment Comments STEPIMS User Guide for Housing Employees v0 1 Page 14 Support and Tenant Education STEP The possible assessment outcomes are Case Accepted Waitlisted The STEP provider and client have agreed to work together but there is a waiting list Case Accepted
7. ed services STEPIMS User Guide for Housing Employees v0 1 Page 15 Support and Tenant Education STEP If the outcome is Case Accepted Open and the referral is for an existing tenant the Matrix Goals should also be recorded Note AHS tenants only at this stage Upon saving the Assessment Outcome as Case Accepted Open the screen will refresh to show the following PROGRAM ACCEPTED Agency Case Worker Program Accepted Date Program Start Date First Review Date Expected Weeks Decision Date in Program Add New Expected End Date Outcome Reason Notes History of Changes Definitions for the first four fields Agency Case Worker Name of the STEP worker assigned to work with the client Program Accepted Date Date client is accepted onto STEP note this field currently duplicates the function of the Initial Assessment Date and its usage will be reviewed in a future release Program Start Date Date client commences on STEP This is usually the same day as the Program Accepted Date First Review Date Date when the Action Plan and Matrix will be formally reviewed with the client ARa pont is six weeks STEPIMS User Guide for Housing Employees v0 1 Page 16 Support and Tenant Education STEP Program Length The STEP Provider may record the expected length of the program the screen will show the expected end date PROGRAM ACCEPTED Agency Case W
8. er SDC Relationships and Agreements Last updated 08 Apri Page 7 Support and Tenant Education STEP CASE SEARCH General Navigation SUPPORT AND TENANT EDUCATION PROGRAM STEPIMS Search D Reset SEARCH CASES Agency Case Wild card is Ss Tenancy Account i li LN fi J Agency Case Worker Client First Name Client Last Name AHS or Public Housing All Providers D Review Date Al D Case Last Updated AN D or between and or between and SEARCH RESULTS The Case Search menu option allows you to search for cases and from there you can then go directly from the search results area into the client details screen To search you can enter details such as the client name case worker name or tenancy account number and then click on the Search button in the top right hand corner of the screen Hint The Reset button removes any existing search criteria so you can start again Search Results The search results are displayed in the Search Results section and are listed in Case Status order from Referrals to Waitlisted Cases to Open Cases to Closed Cases To view a particular case click on the Case to go to the details screen for that case Information on the case details screen is covered in a later section of this manual On the bottom blue banner the number on the left corner of the screen indicates the page number clickable links if there are more than 16 records The numbe
9. l rights reserved Select this is a private computer and then enter your Department of Housing User ID and Password and click on the Log On button Notifications Screen The Notifications screen will then be displayed If you are logging on whilst using the Dept of Housing network you will be taken straight to the Notifications screen This screen contains information about upcoming system maintenance and an acknowledgement and reminder screen about client confidentiality and password security NOTIFICATIONS Important Information about clients recorded in STEPIMS is confidential and is subject to the WA Freedom of Information Act 1992 Information recorded in STEPIMS may also be used by the Department of Housing to monitor waiting lists manage individual tenancies and for program evaluation and reporting purposes Do not share your password with others Contact the Department of Housing s IT Support Line on 1300 791 022 if you need to change your password Click on the I Agree to the Above button to proceed into the landing page STEPIMS User Guide for Housing Employees v0 1 Document Owner SDC Relationships and Agreements Last updated 08 April 2014 Page 5 Support and Tenant Education STEP LANDING PAGE spore D Ech i Goverment of Western Australia lel epartment of Housing SUPPORT AND TENANT EDUCATION PROGRAM STEPIMS SEARCH CASES ZE case search Case Add New Agency Case Wi
10. ld card ts Tenancy Account Case Status AN Active Cases Orly E Agency Case Worker Client First Name Chent Last Name AHS or Public Housing All Frowders Review Date All Case Lasi Updated AN D or between ang or between ard SEARCH RESULTS Display Information Agency Database and User Details In the top left area of the screen under the Menu label there is a drop down icon Is that allows you to choose the STEP Provider name You will be able to view all the STEP providers but you will only be able to view cases from offices mapped against your user profile You will need to contact the STEPIMS administrator if you need other offices mapped to your profile The middle area of the blue banner at the top of the screen will indicate which database you have logged into If you are in the PRODUCTION database nothing is displayed in the banner If you are in the TRAINING database the word TRAINING will be displayed and if you are in the TEST database the word TEST will be displayed in the blue banner The top right area of the blue banner shows e Your Log On ID e Your name e Your access level e A Log Out button STEPIMS User Guide for Housing Employees v0 1 i E Document Owner SDC Relationships and Agreeme cunt Support and Tenant Education STEP General Navigation In the top left hand corner of your screen you will see the Menu displayed CGEOGC1 Govemment of Westem Australia Lid JEVYNEYON Depart
11. m Goals that have not been met will have a red tick next to them Total Score The Review score and target Goal scores Free text field to record any additional information STEPIMS User Guide for Housing Employees v0 1 Page 19 Support and Tenant Education STEP PROGRAM EXIT Clients may exit the program at any time and for various reasons Not all of them may complete the program PROGRAM EXIT Exit Date Exit Reason E Program Outcome E Exit Comments Definitions Exit Date Date case is exited Exit Reason Reason STEP is no longer involved See next table for a list of the codes Program Outcome Four options are available Successful Partially Successful Not Successful Early or Unexpected Exit Exit Comments Free text field to record any additional information Options for Exit Reasons include e Completed Program e Hospitalised e Not Engaging e Incarcerated e Non Compliant e Medical e Tenant Withdrew e Referred to Alternative Program Agency e Evicted e STEP Provider Withdrew Support e Transferred to Another Reason e Safety Concerns by STEP Provider e Vacated e Dept of Housing Withdrew Referral e Deceased e No Other Appropriate Support in the Area STEPIMS User Guide for Housing Employees v0 1 Page 20
12. ment of Housing Housing Manager SUPPORT AND TENANT EDUCATION PROGRAM STEPIMS P Search Reset RUAH Community Services gt SEARCH CASES _p Case Search ZK Agency Management Agency Case rd cas Tenancy Account User Mana l Agency Case W Case Status All Active Cases Only 7 Worker D Reports Client First Name Po Client Last Name ADIGE me Mesklin The above screen shot shows the menu if you have Housing Manager Access If your access level is Housing Officer you will only be able to see Case Search The options are Case Search Allows the user to search for cases that meet inputted search criteria such as case status cases managed by a specific worker etc From the search results users can go to the details of a case and update the record e g record home visits review meetings etc Users will only see cases for their allocated office Agency Management Visible to Housing Managers but only Administrators can edit details User Management Visible to Housing Managers Currently only Administrators should edit details of users and disable user accounts Housing Managers will be given procedures for updating user accounts for their team members in a future update Reports Housing Managers will see this menu option There are a number of reports under development which will be released at a future date STEPIMS User Guide for Housing rea v0 1 CO A il 2014 Document Own
13. nner will look like this SUPPORT AND TENANT EDUCATION PROGRAM STEPIMS d Save amp Cancel Delete Last Updated By Last Updated Case Status Referral Case ID 1 Grey Bar The grey bar also contains four fields Case Status This field shows the status of the case Case ID This is a unique number allocated to each case Last Updated By This displays the name of the user who last updated the record Last Updated This displays the date and time the record was last saved Referral Details STEPIMS User Guide for Housing Employees v0 1 Document Owner SDC Relationships and Agreements Last updated 08 April 2014 Page 9 Support and Tenant Education STEP The STEPIMS referral page closely follows the paper based referral form used by the Department of Housing There are two key differences near the top half of the screen NEW TENANCY CASE REFERRAL E Referral Date Referral Type New Tenant Education D i Referring Officer S Housing Office Client First Name Client Last Name p e Agency Case 5 Tenant Account Aboriginality Ka CaLD CaLD Background Family Type Contact Phone Household Details The first difference is the recording of the Agency Case against the referral This is the case client ID used by your STEP Provider The second major difference is STEPIMS uses two fields to capture household details whereas the paper form has a grid fo
14. ntact with the client E g phone calls to the Department of Housing to clarify information in the referral or to ascertain alternative contact numbers DO NOT USE a comments field is available in the Review area Closure For actions leading up to the closure of the case that do not involve direct contact with the client e g phone calls case discussions with the Department of Housing All other actions STEPIMS User Guide for Housing Employees v0 1 Page 12 Support and Tenant Education STEP REFERRAL OUTCOME The last part of the referral section of the screen is the Referral Outcome area Referral Outcome Date Referral Outcome KE Referral Outcome Comments This is where the outcome of the Referral is recorded The Referral Outcome field has a list of values Accepted for Where the STEP Provider has decided to progress onto meeting with Assessment the client to explain STEP further and move towards developing an action plan NOT Accepted Where the STEP Provider has decided in conjunction with the Department of Housing that the referral will not be accepted e g if the client has a familial relationship with the only STEP worker in a remote area Waitlist for Where the STEP Provider has decided to place the referral on a Assessment waiting list for Assessment Withdrew by Where client advises the Department of Housing that they no longer Client want the STEP referral to proceed before th
15. orker Po Program Accepted Date Program Start Date First Review Date Expected ais Weeks Oia End Outcome Reason Notes History of Changes z in Program i 09 02 2014 05 05 2014 27 03 14 14 50 46 Claire Geoghegan Add New Definitions Decision Date Date the expected program length was determined The first entry is likely to be the same date as the date you recorded for the Program Accepted Date field Expected Weeks in Number of weeks the client has agreed to be on STEP Program Expected End Date This is generated automatically based on the information recorded in the first two fields Outcome Reason Notes Details about the length of involvement History of Changes Use this drop down to show any changes to the row of information STEPIMS User Guide for Housing Employees v0 1 Page 17 Support and Tenant Education STEP PROGRAM REVIEW This section appears for existing tenant referrals only and is used to capture progress of the tenant at key points of the support program For a new case the field will initially be blank PROGRAM REVIEW Review History Le listed by Review Date Review Date Next Review Date MATRIX GOAL Total Score O 0 Review Comments When the Matrix Review has been completed the STEP Provider will input current Matrix score results and also assign goals PROGRAM REVIEW Newmark O O Le listed by Review Date Review History Review Da
16. r each household member after the main tenant with fields for gender date of birth Indigenous Status and CALD cultural and linguistically diverse status In STEPIMS users record the Family Type by selecting a value from the provided list Family Type single Person under 55 with no children single Person Aged 55 with no children Couple aged under 55 with no children Couple aged 55 with no children single person with children Couple with children Multiple Family Groups Other family groups The Household Details field allows users to record additional details e g Jenny is a single parent with 3 children aged 16 Pete 12 Chloe and 9 Darryn Matrix Template The Matrix Template displays if the Referral Type is Existing Tenant For Public Housing the Matrix is not implemented as yet At this stage there is not a corresponding measurement framework for referrals for housing waitlist applicants or for new tenants prevention education cases These will be developed over time and implemented in STEPIMS STEPIMS User Guide for Housing Employees v0 1 Page 10 Support and Tenant Education STEP LOG COMMENTS At any time after the referral is saved it is possible for the STEP Provider to log actions and record a comment against the action in the Log Comments section below the Referral Outcome Area LOG COMMENTS OV WEI VUNNI LR INN Lawl VE Enn cic WI vi
17. r on the right corner of the screen indicates the total number of cases that met the search criteria Note Only the first 80 records will be returned if the case you are looking for is not displayed you will need to refine your search criteria STEPIMS User Guide for Housing Employees v0 1 Page 8 Support and Tenant Education STEP SEARCH RESULTS Gemma Melissa Referral 11 10 2017 2201 2014 Anglicare Rebecca Referral 27106 2013 07 02 2014 Anglicare Edward Referral 18 10 2013 2401 2014 Anglicare Badz Referral ZUM AA 27 03 2014 Anglicare Anne Marie Waitlist for Assessment 29 10 2073 24 02 2014 Anglicare Teana Waitlist for Assessment 26 11 2013 24 02 2014 Anglicare Paula Waitlist for Assessment 08 01 2074 20 02 2014 Anglicare Nadine Waitlist for Assessment 20 01 2014 24 02 2014 Anglicare Nicola Waitlist for Assessment 21 01 2014 24 02 2014 Anglicare Shirley Waitlist for Assessment 10 02 2074 24 02 2014 Anglicare Mervyn Waitlist for Assessment 11 02 2014 24022014 Anglicare Victoria Under Assessment 13 12 2011 24 01 2014 Anglicare Jaqueline Under Assessment 20 12 2013 20 02 2014 Anglicare Karlie Under Assessment 08 01 2014 2002 2014 Anglicare Nannette Case Open 05 03 2010 26 05 2010 24 02 2014 Anglicare Shaun Case Open 21 06 2010 21 06 2010 19 02 2014 Anglicare 65 records found only 20 records displayed please refine your search if record not found CASE SCREEN Top Bar The area under the top blue ba
18. t A Joint Visit D 21 11 2013 couch watching cricket did not get up Bthrm kitchen A fall 22 02 14 16 57 45 Chris H laundry need more cleaning Animals to be microchipped A To M appointment Thursday 3pm i 7 Phone Contact 25 11 2013 E 22 02 14 17 00 45 Chris i i E Message from M to please ring EE Phone Contact Missed 27 11 2013 22 02 14 17 01 32 Chris E E From M apt now Friday 1pm A 28 11 2013 F 22 02 14 17 03 03 Chris Phone Contact D 9 45am message from M asking if STEP would come Mon a 29 11 2013 first thing as she needs more time to have everything done 22 02 14 17 04 52 Chris Phone Contact Missed EI e Text to M stating will see M Thursday with HSO Phone Contact 29 11 2013 Ia 22 02 14 17 09 29 Che He Ed Advised by reception M rang again Phone Contact Missed 29 11 2013 P 22 02 14 17 12 46 Chris WwW Message from M left yesterday to please ring a 03 12 2013 fal 22 02 14 17 14 00 Chris 7 Add New ER 234 50 of 152 logs displayed only 50 logs displayed per page Note a limited number of Logs can be seen at a time to view other logs use the scroll bar on the right or click on the page numbers on the bottom left as highlighted in the screenshot Phone Contact Missed Hl G E RR E E E STEPIMS User Guide for Housing Employees v0 1 Page 11 Support and Tenant Education STEP
19. te Next Review Date GOAL RENT 41 SHOULD TALK TO MY HOUSING OFFICEF 5 AM GREAT 7 GOING AWAY 41 SHOULD TALK TO MY HOUSING OFFICEF e 51AM GREAT 7 HOME 41 SHOULD TALK TO MY HOUSING OFFICEF 2 LAM GREAT D YARD 41 SHOULD TALK TO MY HOUSING OFFICEF 5 AM GREAT 7 TENANT AND HOUSEHOLD 41 SHOULD TALK TO MY HOUSING OFFICEF 5 AM GREAT x VISITORS 41 SHOULD TALK TO WY HOUSING OFFICEF 5 AM GREAT 7 30 Total Score Review Comments H H STEPIMS User Guide for Housing Employees v0 1 8 ry LA LVL IOANA A AN LA fka emt CH ry Le D em T H A r Ae lL IA ER fy EA ed A IN KF LO LQ KVIOOK LJOClIISVI Arl ITT v af Jt e Mme TECH IST IS AN O A CEITICI OIIO NS Pots A ES NIS Pits ACIS POT Tips IINA J Wt Oiii ull i r E d A i d em i La AF j Pf AE 7 TC i 2 i j T TA GA THE II we TTT d L A VV WAR Milo L UO AWII LUIS Page 18 Support and Tenant Education STEP Definitions Review History Used to view previously recorded instances of reviewing the tenant s progress Review Date Date the Review was reapplied The first time should line up roughly with the First Review Date recorded when the case was commenced Next Review Date Date the Review will be reviewed again with the tenant e g in six weeks Record of scores for the last Review will display Goals The previously set goals are displayed Goals that have been met will have a green tick next to the
20. x It is also accessible externally e g from iPads by using the following link https stepims housing wa gov au default aspx STEPIMS TRAINING is used for training and demonstration purposes Do not use this database for entering real client names and details STEPIMS Training is accessed by typing trainingstepims into the web browser when using the Department of Housing network including Citrix It is also accessible externally e g from iPads by using the following link http trainingstepims housing wa gov au STEPIMS TEST is used for testing purposes such as testing new features that are under development Housing staff do not need to access this database unless asked to test a new feature Do not use this database for entering real client names and details STEPIMS Test is accessed by typing teststep into the web browser when using the Department of Housing network including Citrix It is also accessible externally e g from iPads by using the following link http teststepims housing wa gov au STEPIMS User Guide for Housing Employees v0 1 Page 4 Support and Tenant Education STEP Log On Screen When you access any of the above databases externally i e from your iPad the following screen will display Microsoft Internet Security amp Acceleration Server 2006 Security This is a public or shared computer Thisis a private computer Password 2006 Microsoft Corporation Al

STEPIMS User Manual (Housing Staff)

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