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Supervisor / Program Manager Dashboard

The Supervisor Dashboard is your central hub for managing Referral requests, monitoring team Activity, and ensuring timely service delivery. Both Supervisors and Program Managers share the same dashboard experience.

Overview​

Supervisor Dashboard Analytics

The Supervisor Dashboard displays:

  • Real-time analytics showing pending requests, active episodes, and Referral volumes
  • Pending Referrals Requests queue for accepting or rejecting incoming Referrals
  • Service Users Needing Contact to flag clients not contacted recently
  • Pending Service Dispatch for Referrals awaiting service assignment

The dashboard description reads: "Review Referrals, allocate to team members, and monitor Service User engagement."

Analytics Section​

The top section displays four key metric cards that give you an at-a-glance view of your workload.

Statistics Cards​

CardIconDescriptionWhat It Shows
Pending RequestsDocumentReferral requests awaiting your actionCount of incoming requests needing accept/reject
Active Service EpisodesPeopleActive Service Episodes under your oversightTotal active service delivery episodes
Activities / Service EpisodesActivityActivity engagement ratioFormat: "X/Y" (total Activities / unique episodes with Activities)
Referrals (This Month)ClockReferrals created in the current monthMonthly Referral volume

Understanding the Cards​

  • Orange highlight on "Pending Requests" indicates items requiring your immediate attention
  • The Activities / Service Episodes ratio helps you gauge team engagement - a higher ratio means more Activities per episode
  • Numbers update in real-time as your team processes Referrals and records Activities

Pending Referrals Requests​

Pending Referral Requests

This full-width section displays all incoming Referral requests that require your review. These are Referrals that have been dispatched to a service you supervise and need to be accepted or rejected.

Section description: "Review and allocate incoming Referral requests to your team."

Table Columns​

ColumnDescription
ClientClient name and phone number
ServiceThe service being requested (displayed as a badge)
ReferenceReferral reference number (e.g., REF-2026-DEFAULT-00045)
Start DateRequested service start date
ActionsAccept and Reject buttons

Accepting a Referral​

When you click Accept, a dialog appears with the following options:

FieldRequiredDescription
Allocate to Team MemberOptionalDropdown to assign the Referral to a specific staff member from your team
Notes for Team MemberOptionalFree-text instructions or context for the allocated worker

After accepting:

  1. The Referral service request status changes to Accepted
  2. A Service Episode is automatically created for the client under the requested service
  3. If a team member is selected in the "Allocate to Team Member" dropdown:
    • The selected Case Worker is assigned to the service episode as staff
    • A "Referral and Service Enrolment" Activity is automatically created within the episode, containing the Referral summary, service details, and staff assignment
    • The Case Worker will see this episode appear on their Case Worker Dashboard under My Active Cases
  4. Notes provided in the "Notes for Team Member" field are included in the enrolment Activity for the Case Worker's reference
  5. The Referral progresses forward in the workflow
Service Episode Creation

Every accepted Referral request creates a Service Episode. Selecting a team member ensures the Case Worker is immediately assigned and can begin service delivery. If no team member is selected, the episode is created but will need staff assignment later.

Rejecting a Referral​

When you click Reject, a dialog requires:

FieldRequiredDescription
Reason for RejectionYesYou must provide an explanation for the rejection

After rejecting:

  1. The Referral service request status changes to Rejected with the reason recorded
  2. The Referral status reverts to Pending Service Dispatch
  3. The Referral reappears in the Pending Service Dispatch section (on the intake officer's or dispatching user's view)
  4. A new service must be selected and a new service request created before the Referral can proceed again
Rejection Reason Required

You cannot submit a rejection without providing a reason. This ensures transparency and helps the referring team understand the decision. After rejection, the Referral goes back to pending service dispatch where a different service can be selected and a new request submitted.

Search and Pagination​

  • Use the search bar to filter by client name or service name
  • Results filter automatically as you type
  • Pagination controls show at the bottom: "Showing X-Y of Z" with page navigation

Empty State​

When there are no pending requests, you will see a green checkmark with the message: "All caught up! No pending Referrals to allocate."

Service Users Needing Contact​

Service Users Needing Contact and Pending Service Dispatch

This section (left column) flags Service Users who have not been contacted by their assigned Case Worker in 5 or more days. It helps supervisors ensure Service Users receive timely follow-up.

Section description: "Clients not contacted in 5+ days"

Table Columns​

ColumnDescription
ClientClient name and phone number
Case WorkerThe Case Worker assigned to this client
DaysNumber of days since last contact (displayed as a badge)

Days Badge Colours​

ColourConditionMeaning
RedMore than 7 daysOverdue - requires immediate follow-up
Grey5-7 daysApproaching overdue - monitor closely
--No contact recordedNo contact history available

How Contact Is Tracked​

The system tracks the most recent Activity where:

  • The Activity outcome is marked as completed
  • The Activity type is a telehealth session or in-person visit

What You Can Do​

  1. Review Service Users flagged for follow-up
  2. Search by client name or Case Worker name
  3. Follow up with Case Workers who have overdue contacts
  4. Ensure no Service User falls through the cracks
Proactive Monitoring

Check this section daily to ensure your team maintains regular contact with all Service Users. Early intervention prevents disengagement.

Pending Service Dispatch​

This section (right column) shows Referrals where the service request has been accepted by a supervisor/manager but no Case Worker has been assigned yet. A Service Episode has been created, but it still needs a Case Worker allocated to begin service delivery.

Section description: "Referrals awaiting service assignment"

Why Referrals Appear Here​

A Referral appears in this section when:

  • The service request was accepted by a supervisor/manager
  • No Case Worker was selected during the acceptance step (the "Allocate to Team Member" field was left empty)
  • The Service Episode exists but has no staff assigned

Table Columns​

ColumnDescription
ClientClient name and Referral reference number
PriorityPriority level badge
DateReferral date

Priority Badges​

BadgeColourMeaning
RoutineGreenStandard processing timeline
PriorityAmber/OrangeRequires prompt attention
UrgentOrangeRequires immediate action
CriticalRedCrisis situation - highest urgency

Use the search bar to filter by client name or priority level.

What You Can Do​

  1. Identify accepted Referrals that still need a Case Worker assigned
  2. Prioritise urgent and critical Referrals for faster allocation
  3. Assign a Case Worker to the Service Episode to begin service delivery
  4. Track any Referrals that have been waiting too long without staff assignment

Common Tasks​

Searching Within Sections​

Each section includes its own search bar:

SectionSearch PlaceholderSearchable Fields
Pending Referrals Requests"Search by client or service..."Client name, service name
Service Users Needing Contact"Search by client or Case Worker..."Client name, Case Worker name
Pending Service Dispatch"Search by client or priority..."Client name, priority level

Pagination​

When there are many records, pagination controls appear at the bottom of each section:

ElementDescription
Showing X-Y of ZIndicates which records are currently displayed
Page X of YCurrent page number and total pages
< > arrowsNavigate to previous/next page

Refreshing Data​

Click the refresh icon (circular arrow) in the top-right header to reload all dashboard data.

Switching Themes​

Click the sun/moon icon in the top-right header to toggle between light and dark modes.

Referral Request Workflow​

Status Flow for Service Requests​

Pending → Accepted → Service Episode Created → Case Worker Assigned → Service Delivery
         → Rejected (with reason)

What Happens on Accept​

  1. Service request status changes to Accepted
  2. A Service Episode is created for the client under the requested service
  3. If a team member is allocated:
    • The Case Worker is assigned to the service episode
    • A "Referral and Service Enrolment" Activity is auto-created within the episode containing:
      • Referral summary and reference number
      • Service name and details
      • Staff assignment information
      • Any notes provided by the supervisor
    • The Case Worker sees this episode on their dashboard immediately
  4. The Referral progresses to active service delivery

What Happens on Reject​

  1. Service request status changes to Rejected with the reason recorded
  2. The Referral status reverts to Pending Service Dispatch
  3. The Referral goes back to the dispatch queue where a new service can be selected
  4. A new service request must be created before the Referral can be sent to a supervisor again

Data Visibility​

Supervisors and Program Managers have different data scopes:

RoleData Scope
SupervisorOwn records + supervised Case Workers' records
Program ManagerAll records within their organisation
AdminAll records within their organisation

Tips for Efficient Work​

Daily Routine​

  1. Start of Day

    • Check the Pending Requests card for new Referral requests
    • Review the Service Users Needing Contact section
    • Accept/reject pending Referral requests

  2. Throughout the Day

    • Allocate accepted Referrals to team members
    • Monitor pending service dispatches
    • Follow up on overdue Service User contacts

  3. End of Day

    • Review any remaining pending requests
    • Check Activities / Service Episodes ratio for team engagement
    • Note any Service Users approaching the 7-day contact threshold

Priority Management​

PriorityExpected ResponseAction
CriticalImmediateAccept and allocate immediately
UrgentSame dayProcess as soon as possible
PriorityWithin 24 hoursProcess promptly
RoutineWithin 48 hoursProcess in order received

Keyboard Shortcuts​

ShortcutAction
Ctrl + FOpen search
EnterSubmit search
EscClose dialogs

Troubleshooting​

Dashboard Not Loading​

  1. Check your internet connection
  2. Click the refresh button
  3. Try logging out and back in
  4. Clear your browser cache

No Pending Requests Showing​

  • This is normal if all requests have been processed
  • The green checkmark message confirms there are no pending items
  • New requests will appear automatically when submitted

Data Not Updating​

  1. Click the refresh button
  2. Wait a few moments and try again
  3. Check if search filters are affecting the view
  4. Contact support if the issue persists