Frequently Asked Questions

What does the counsellor workflow look like?

This is how the platform manages and respond to new registrations and allocate clients to counsellors.

Step 1: Client completes registration form and appears listed in the Counselling Dashboard under ‘New Clients’ with a status of "Waiting".

Step 2: The Administrator checks registration info and then clicks on ‘Message’ button and sends a holding message to the client. This can be a template message created by your team and may include info such as: When the client will be allocated a counsellor, what the counsellor’s name is, when they can expect to hear from them etc. If you need more info before allocating the Admin may choose to ask it as this stage.

Step 3: There are two ways to allocate a client to a counsellor. 1. When the counsellor is next on shift they go to New Clients in the Dashboard and press ‘Pick Up’ .This allocates the client to them. 2. Admin allocates client via the Admin Panel by updating the relevant Counselling Event (choose counsellor from drop down and change status to Allocated and Save).

Client will no longer appear on the Dashboard under ‘New Clients’. Client will appear under ‘My Clients’ to the counsellor to whom they have been allocated. Admin will see them under ‘All Clients’ and status will have changed to ‘Allocated’.

How do I import or export data

The platform has an API (application programming interface) that allows two applications to talk to each other. APIs are an accessible way to extract and share data within and across your organisation.

Alternatively you can export all of the data created on your platform from the Admin Panel into a series of Excel files (other file formats available e.g CSV). You can then manipulate and filter your data as required.

There are some inbuilt filters on the admin panel that allow you to filter data before you export it for example by date range.

You may choose to import your data into an existing database that you use for your face to face clients for example. If this is the case then we are happy to discuss this with you in more detail.

You can export data from the following sections on the Admin Panel - Users, Counselling Events, and Sessions. Simply click on the ‘Export’ button on the top right hand side of the screen when you are in any of these sections. You will then be prompted to choose the file type from a drop down menu e.g Excel. Click ‘Submit’ and the file will download to your computer.

What does each report contain?

User Export: Client data collected during registration - e.g gender, age, address, ethnicity etc. Also, number of counselling sessions  the user has had.

Counselling Events Export: A counselling event is what is created in the database each time a new person registers for counselling. Their current status i.e Allocated, Waiting, Ended, Dropped out - will be shown in the event. This export lists all counselling events and associated information.

Sessions Export: All data for each individual counselling session is stored here e.g if the client was on time, dna’d etc, the session notes, issues and outcome scores (e.g CORE and CHI). N.B Issues appear as numbers - you can check the id numbers against your issues list in the Issues section of the admin panel. Filter the export by the clients’ names to see all their session info together.

What does the attendee journey look like for Workshops?

Young people will be able to register for a workshop on the ‘What’s On’ page on your site and then join on the day by following the link from My Page > My Workshops. There is also a shortcut link on the top right of the screen when you’re logged in.

Depending on your Questionnaire settings when you set up the workshop - young people will be asked to fill out a registration form followed by a pre and post workshop CORE form. The post workshop form also includes some evaluation questions to provide feedback on the session.

Should any young people generate high CORE scores this will generate a risk alert on the dashboard in the usual way and can be dealt with by your online team.

We would recommend setting up some test webinars using a restricted group to enable you to get used to the experience as a facilitator and as a young person so you are familiar with how everything works and can help young people if they have any issues.

What is a Drop in Session?

Real Time drop ins are for clients looking for support in the moment, our online Drop In functionality enables you to set up a regular time for drop in appointments. Your counsellors or support staff will be available online and allocated clients as they register and join the queue. This enables you to offer brief and lighter touch support interventions for those new to the service, needing some signposting or unsure about signing up for ongoing counselling.

Got any Questions? Please just ask