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

The Supervisor Dashboard displays:

• Real-time analytics showing pending requests, active Service 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."

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Analytics Section

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

Statistics Cards

Card	Icon	Description	What It Shows
Pending Requests	Document	Referral requests awaiting your action	Count of incoming requests needing accept/reject
Active Service Episodes	People	Active Service Episodes under your oversight	Total active service delivery Service Episodes
Activities / Service Episodes	Activity	Activity engagement ratio	Format: "X/Y" (total Activities / unique Service Episodes with Activities)
Referrals (This Month)	Clock	Referrals created in the current month	Monthly 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 Service Episode
• Numbers update in real-time as your team processes Referrals and records Activities

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Pending Referrals 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

Column	Description
Client	Client name and phone number
Service	The service being requested (displayed as a badge)
Reference	Referral reference number (e.g., REF-2026-DEFAULT-00045)
Start Date	Requested service start date
Actions	Accept and Reject buttons

Accepting a Referral

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

Field	Required	Description
Allocate to Team Member	Optional	Dropdown to assign the Referral to a specific staff member from your team
Notes for Team Member	Optional	Free-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 Service Episode, containing the Referral summary, service details, and staff assignment
   • The Case Worker will see this Service 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

Automatic Record 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 Service Episode is created but will need staff assignment later.

Rejecting a Referral

When you click Reject, a dialog requires:

Field	Required	Description
Reason for Rejection	Yes	You 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."

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Pending Exit Approvals

Where a service is configured to require approval before a Service Episode can be closed, the requests waiting on you collect here.

Table Columns

Column	Description
Client	Who the Service Episode is for
Service	The service being exited
Submitted By	The staff member asking to close it
End Date	The end date they've requested
Submitted	When the request was made
Actions	Approve and Reject

What You Can Do

• Approve straight from the row, without opening anything
• Select a row to read the full request first — client, service, reference, requested end date and who submitted it — then Approve or Reject from there
• View Care Journey in that dialog opens the full record if you need more context
• Reject requires a reason. It's recorded on the Service Episode's Activity timeline as an Exit Rejected entry — but nobody is notified, and nothing points the requester to it, so message them as well

Approving closes the Service Episode using the details in the request. Rejecting leaves it open so the work can be finished and resubmitted.

Empty State

When nothing is waiting, the table reads "No pending exit requests — All exit requests have been reviewed."

See Manager approval for Service Episode exits for the full workflow, including what the person requesting the exit sees.

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Service Users Needing Contact

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

Column	Description
Client	Client name and phone number
Case Worker	The Case Worker assigned to this client
Days	Number of days since last contact (displayed as a badge)

Days Badge Colours

Colour	Condition	Meaning
Red	More than 7 days	Overdue - requires immediate follow-up
Grey	5-7 days	Approaching overdue - monitor closely
--	No contact recorded	No 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.

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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

Column	Description
Client	Client name and Referral reference number
Priority	Priority level badge
Date	Referral date

Priority Badges

Badge	Colour	Meaning
Routine	Green	Standard processing timeline
Priority	Amber/Orange	Requires prompt attention
Urgent	Orange	Requires immediate action
Critical	Red	Crisis situation - highest urgency

Search

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

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Common Tasks

Searching Within Sections

Each section includes its own search bar:

Section	Search Placeholder	Searchable 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:

Element	Description
Showing X-Y of Z	Indicates which records are currently displayed
Page X of Y	Current page number and total pages
< > arrows	Navigate 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.

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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 Service 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 Service 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

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Data Visibility

Supervisors and Program Managers have different data scopes:

Role	Data Scope
Supervisor	Own records + supervised Case Workers' records
Program Manager	All records within their organisation
Admin	All records within their organisation

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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

Priority	Expected Response	Action
Critical	Immediate	Accept and allocate immediately
Urgent	Same day	Process as soon as possible
Priority	Within 24 hours	Process promptly
Routine	Within 48 hours	Process in order received

Keyboard Shortcuts

Shortcut	Action
Ctrl + F	Open search
Enter	Submit search
Esc	Close dialogs

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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

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Related Documentation

• Supervisor Role - Role overview and responsibilities
• Program Manager Role - Role overview and responsibilities
• Intake Officer Dashboard - Intake officer's dashboard view
• Referral Overview - Understanding the Referral process
• Searching for Clients - Finding client records