Frequently Asked Question (FAQ)

Q: Can you change the name of a household after you registered it?

A: Yes, go to “Household information” - “Change Household Details”.

Q: If you register a child under 5, which forms will you see?

A: Change Client Details, ICCM, Remove Client.

Q: If you are trained in Family Planning + ICCM, and you register a woman over 15, what do you see?

A: Change Client Details, Family Planning, Remove Client.

Q: If you are trained in Family Planning + CBMNC + ICCM, and you register a woman over 15, what do you see?

A: Change Client Details, Family Planning, CBMNC Registration, Remove Client.

Q: If you register a child over 6 years but under 10 years, what happens?

A: The child case will close automatically next time you get signal and sync your phone. Why? Because there are no services till the child is over 10 (females getting CBMNC) or over 15 (both genders getting FP).

Q: What if I register a client by mistake?

A: Delete the client using Remove Client form.

Q: What do I do if a client dies?

A: Confirm the death, once confirmed, fill in Remove Client form and choose reason “death”.

Q: What if a new client shows up at the Village Clinic?

A: Check if the household is registered. Search the household head name. If it is there, register the client inside the household. If it is not there, register the household then register the client.

Q: Can I use Mobile VIllage Toolkit if I have no airtime / no data bundles?

A: Yes, the application works offline. But it is important to sync everyday otherwise the computer server does not receive the information and it could be lost.

Q: What does it mean if I see the Airplane symbol at the top of the screen?

A: Flight mode is on, which means all network connection is OFF. This means I cannot sync the phone.

Q: How do you switch flight mode off and get connection again?

A: Swipe down to see the settings, if the airplane is blue/unshaded, tap it to make it grey/shaded and then flight mode is off.

Q: How do I check if I have network?

A: 2G, 3G, E or 4G at the top of the screen, with signal bars. Remember to have your mobile data is turned 'on'.

Q: What do I do if I forget my login or password?

A: Try to remember. Find the piece of paper with the details. Tell my supervisor as soon as possible. They will contact ONSE mHealth co-ordinator and get the password again.

Q: Can my child or family borrow my phone?

A: No, the phone does not belong to you personally, it is a toolkit from the Ministry of Health and USAID. It contains sensitive information of clients!

Q: What happens if the phone is lost / stolen / broken?

A: Report immediately to your supervisor.

Q: What if I open a form by mistake but it was the wrong one?

A: You can exit the form.

Q: What if I forget everything?

A: Use the Help & Training to teach yourself about CommCare, HQ about the forms, how to sync etc.

Q: How do I do an ICCM visit for someone who I registered before?

A: Go to Village Clinic, search for the household name, click on household, then see the names inside the household. Click on the client’s name, click continue, then you will see the ICCM visit form. Click on the form and it opens.

Q: How do I know if a child needs a follow up?

A: The households needing follow up have a red exclamation mark, and will appear on the top of the screen. If you select the household, the person needing follow up will also have a red mark. When you select the child’s name, it will show the form “ICCM follow up”. You must fill it in before you can access the normal ICCM form.

Q: What if the child’s age is incorrect?

A: If the phone displays the wrong age, say “incorrect” and then choose either DOB or age and correct it. You can also update the age in Change Client Details.

Q: What if a child under 2 months comes to the Village Clinic?

A: On the phone it won’t let you do the ICCM visit but shows immediate referral.

Q: My child is missing from the case list - it was there yesterday and now it is gone.

A: Try to remember the child’s name and age. If the child is over 6 years old and you sync your phone, it will be automatically closed as he/she is too old for ICCM. If the DOB was incorrect, tell your supervisor. You must tell them the household name and child’s full name. If you don’t have time, register the child again with the correct age (only if missing).

Q: How do I use the Breath Counter?

A: Every time the child breathes, tap on the screen. Keep going till the 1 minute counter is up. The lady’s voice will say “45 breaths per minute”. If this is correct, press “Submit Results”, otherwise start over. You can also use the traditional method of breath counting and enter the result.

Q: What do I do (on the app) when I realise a woman is pregnant, or she comes to me pregnant?

A: Go to CBMNC Registration and register the woman as pregnant.

Q: The woman needs ANC visits but there is no ANC visit available.

A: Did you register the woman as pregnant with CBMNC Registration form? Afterwards the ANC form will be available. It could also be hidden if you have a CBMNC follow up form - this blocks the other forms until you fill it in.

Q: Will the phone stop me from doing an ANC visit early or late?

A: No, but it is best to stick to the advised schedules.

Q: What must I do when the woman has delivered?

A: Fill in the Delivery Outcome form.

Q: What if the woman has triplets?

A: You can register up to 5 babies in the Delivery Outcome form.

Q: What if the woman has an abortion or miscarriage?

A: Fill in the Delivery Outcome form - it also allows for those options. No babies will be registered and it will set the woman back to being “not pregnant” after a PNC check up.

Q: What happens the first time the client visits the Village Clinic or the first time they get services with the mobile app?

A: Extra registration questions are asked, like which method they are on, how many previous deliveries, FP registration number etc.

Q: If a couple comes to the Village Clinic for family planning together, who’s profile do you do the visit on? (Which person do you choose in Household List to get to the FP visit?)

A: The woman, because she has more options available to her. The man will only have options of Condoms and Vasectomy.

Q: If a man comes alone, can he still access FP?

A: Yes, he can have a visit on his profile. He can get Condoms or Vasectomy, as well as Risk Assessment and counselling.

Q: What age is FP for?

A: From age 10 years and up, according to MOH protocol.

Q: What if a woman is late for her Depo Provera IM or Depo Provera SC?

A: The phone will say she is late:

- Will go pregnancy screening questions. If she passes these, can get injection today.

- If she does not pass pregnancy screening, will be referred to HC for pregnancy test or can choose to come back in two weeks. After pregnancy ruled out, she can get her next depo injection.

Q: What if a woman is early for Depo IM?

A: It will not allow her to get another Depo injection early. She can carry on with Risk Assessment and the rest of the visit. For Depo SC she can get resupply to take home but no injections on the day.

Q: What happens if someone wants to stop all methods to fall pregnant?

A: She can say she is unsatisfied , when it asks why, say “want to fall pregnant”.

Q: What happens if someone wants to stop all methods because of other reasons (not pregnancy).

A: She can say she is unsatisfied , when it asks why, choose any of the reasons. It will ask if she wants to choose another method - say No. Then will warn her she is unprotected. Final choice of why stopping: Heavy Bleeding or Any Other side effects.

Q: Does the phone remember which previous method the client was on?

A: Yes. If the history is incorrect (e.g .she got another method at the health center and the app is out of date on her method) - you can say “Update Method History” and change to the correct method. But this is only for historical information. If the client wants to change methods during the visit - carry on with the saved method: later it will ask if the client is still on this method. They can choose if they want to stay on the previous method or choose a new one.

Q: If the client chooses a new method that is only available at Health Center - what happens?

A: Referral to HC for new method, and then follow up form is created. In the follow up we ask if they got the service, or if they need help completing the referral etc.

Q: If a person is unhappy with their VC method, can they switch to another VC method?

A: Yes, they can.

Q: If a person is unhappy with their HC method, can they switch at the village clinic?

A: No, they must be referred for counselling and check up at the Health Center. The follow up will ask what happened - did they get a new method? Did they get counselling and want to stay on the same method? Do they need help with another referral etc.