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Getting started with case management
Getting started with case management
BTSP provides three main tools for case managing your students: Incident Reports, Student Goals, and Touchpoints.
Incident Reports are used to capture student-involved incidents that require formal documentation and follow-up.
Student Goals are used to track student goals or milestones that require follow up by BT case manager.
Touchpoints are used to capture one off moments with students or family that aren’t Incident Reports or Student Goals.
All case managment happens on the contact page, so first we need to find our student in Salesforce.
Case Management Overview
Case Management Overview
Find your student contact in Salesforce
Find your student contact in Salesforce
Use either the global search bar or the contacts tab to find your student.
From there, all case management happens on the Student Interactions tab or the Create Touchpoint button.
Touchpoints
Touchpoints
Why Touchpoints?
Why Touchpoints?
If you want to write it down in your notebook, it probably should be a touchpoint.
Touchpoints are a flexible way to record anything that has happened, is happening, or will happen (think to-dos and follow-ups) regarding your students and families.
Touchpoints allow you to capture the who, what, when, where, and why of a BT moment, and later search or report on your touchpoints instead of flipping through your notebook. Any BT program staff can have a time sorted list of important student and family interactions, making student handoffs and incident triage much easier.
Creating Touchpoints
Creating Touchpoints
Select the Create Touchpoints button on the student contact page.
Fill out the key information:
Touchpoint Date- the date of the touchpoint
Avenue- the avenue used to complete the touchpoint (Email, Phone, Text, In-Person, Other)
Status- the status of the touchpoint (Open, Attempted, Completed)
Assigned To- lookup field to Salesforce users that designates the person the touchpoint is assigned to.
High Priority Touchpoint- identifies this touchpoint as a high priority
Additional Follow Up Needed?- identifies additional follow up is needed for the touchpoint
Description- description/details of the touchpoint interaction.
Count as Dosage- if checked, the touchpoint dosage will be counted in the student's total dosage statistics
If checked, complete Duration in Minutes- the length of the touchpoint interaction in minutes.
Primary Touchpoint Category- category type that the touchpoint falls under (Grade Level Transition, School Options, Advocacy, College Counseling, Good News, Program Exit, Behavior, Attendance, Counseling). Note: this list can be modified for the needs of your organization
Student Goal- lookup field to student goals, or an option to create a new student goal to connect this touchpoint to.
Participants- People who participated in the touchpoint interaction
Do you want to send a notification to staff members?- checkbox providing the option to select a Salesforce user staff member and send them an email notification
If checked, select the Salesforce users to send a notification email to
Click Next
Student Goals
Student Goals
Track progress towards a student’s goal or milestone using Student Goals.
Select the Student Interactions tab on the student contact page. In the Student Goals related list, click New.
Fill out the key information
Student Goal Name- System-generated using Contact name and Goal Title. Put a "1" or space saver because the name is automatically generated.
Contact- lookup field to contacts in the system. When creating a goal from a student contact record, it automatically fills with the student contact name.
Goal Category- category type that the Goal falls under (Remediation, Aspiration, Other). Note: this list can be modified for the needs of your organization
Status- the status of the goal (Open, Holding, Closed).
Target Completion Date- target date for completing the goal
Actual Completion Date- date the goal was completed
# Related Touchpoints- number of touchpoints related to the goal
Last Touchpoint Date- date of the last touchpoint related to the goal
Time Spent on Goal- time in hours that was spent on the goal
Goal Title- Title of the goal to be generated into the Goal Name naming convention.
Goal Description- description and details of the goal.
Click Save
Incident Reports
Incident Reports
Incident Reports provide a detailed and consistent way to record important incidents that happen during a BT program or during a school day. Incident reports also provide automated communication to keep site directors and other BT staff members informed.
Select the Incident Reports tab from the Breakthrough Starter Pack banner. If it is not visible, go to the More tab, and click the upside down triangle and select Incident Reports. Select New.
Fill out the key information
Incident Report Name- name of the incident report (required)
Date- date of the incident
Time- time of the incident
Is Date/Time when observed or discovered- definition of date and time of the incident
Writer Reporting Incident- person writing the report
Location Name- name of the location of the incident
Causes of Incident- cause of the incident (Action of Participant, Action of Employee, Action of Volunteer, Action of Visitor, Faulty Equipment, Hazardous Condition, Other)
If other cause, provide details- details if Other was selected for cause of incident
If suspected abuse, was it reported? - checkbox indicating a reported abuse
What happened before incident? - information on what happened before the incident
Description of Incident- description of the incident
Classification of Incident- the incident type (Injury, Illness, Missing Person, Theft, Vandalism, Damage, Defiance, Altercation/Fight, Sexual Assault/Harassment, Misconduct/Criminal Act, Drugs/Contraband, Disaster/Hurricane/Fire, Vehicular Accident, Abuse/Neglect, Suicide Attempt, Death, Other)
If other classification, provide details- details if Other was selected for Classification of Incident
Location Address- address of where the incident occurred
Location Building- location in a building of the incident (if it occurred inside)
Location in Community- location of the incident in the community
Other location details- additional location details of the incident
Investigation Assigned to- person the incident investigation is assigned to
Investigation Completion Date- date that the incident investigation is completed
Review by Breakthrough Affiliate Admin- check this box if the Incident Report requires a review by an administrator at your affiliate. Then, a report can be created that will show them all the incident reports that need review.
Follow-Up- details on any follow-up that is needed
What corrective actions were taken?- action types to assign to the incident
If other, provide details- if other corrective action, provide details
Date of Program Admin Notification- date the program administrator was notified of the incident
Name of Program Admin Notified- name of the program administrator notified of the incident
Name of Family Member Notified- name of the family member that was notified of the incident
Notification Date of Family Member- date the family member was notified of the incident
Name of Senior Staff Reviewing- name of the senior staff member reviewing the incident
Date of Senior Staff Review- date the senior staff reviewed the incident report
Date of CEO Notified- date the CEO was notified of the incident
Name of CEO Notified- name of the CEO notified of the incident
Comments/Recommendations by Senior Staff- details on recommendations made by the senior staff for the incident
Other Notification Details- other details about notifications
Click Save
Assigning Students to an Incident Report
Assigning Students to an Incident Report
Once an Incident Report is created, you can link multiple students to a single incident to stay organized. This can be done from the student contact record or on the incident report record.
On the Incident Report Record
Navigate to the Incident Participants related list, and click New.
From the Student Contact Record
Select the Student Interactions tab, scroll to the Incident Reports related list, and click New.
Note: the "Name" field on the New Incident page is system-generated using Contact name and the date of the incident. Put a "1" or space saver because the name is automatically generated.
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