Potential Service User
- Meagan Prost
Cloud Knowledge Base Home / Work-Life Balance Support / Potential Service User
Tracking potential service user contacts is crucial for optimizing work-life balance benefits within an EAP.
By monitoring and analyzing inquiries, your EAP gains valuable insights into employees' needs and challenges in achieving work-life balance. This data enables targeted support and the tailoring of services, fostering a proactive approach to employee well-being.
Let’s review the steps to begin tracking a potential service user:
Tip: Access an organization's EAP services quickly using the IBox button on the top bar.
The IBox feature allows you to search by company, bringing up a comprehensive list of services, including information on work-life balance, for easy reference.
How to record an interaction with an individual
Navigate to Client Files to look up the person inquiring about services
If the client exists, please skip to the next section
If you are unable to find a client file from the top menu bar, click the down arrow of the New button to create in EAP Expert Cloud
Select Information Call
Fill in the Client tab with the contact information you have collected
Important: To save this Information Call, you must enter at least a value in the 'Last Name' field on the Client tab.
Next, move to the I/C tab (I/C stands for Information Call) to add any additional information, including notes from the information request
Click Save to save and continue working, or click Save and Close to save and exit
When this individual requests a service in the future, they will appear in the Client File search under the file type 'Information Call.' Your team can then open it and add a case when the client wants to connect to EAP services.
How to document an interaction with a past service user
From the Client File search, click on the client to open their record
On the top menu bar, click on the Add File button
Choose Information Call from the list
You will notice a new tab is now open for the client labeled, ‘I/C’ which stands for Information Call
Complete the fields (and notes) to document the request for information
Click Save to save and continue working, or click Save and Close to save and exit
Troubleshooting Information
Here are a few troubleshooting tips related to creating an Information Call:
Check Mandatory Fields: Ensure all mandatory fields, especially those marked as required, are filled out accurately. Missing information in essential fields can prevent successful creation.
Review System Notifications: Check for any system notifications or error messages. These pop-up messages can provide valuable information about what might be going wrong and guide you in troubleshooting the issue.
Input Validation: Double-check the format and validity of the information entered. Ensure that date formats, email addresses, and other details comply with the input requirements.
If any problem persists, don't hesitate to contact your system administrator(s) for immediate assistance.
