Understanding the Agency Roles Within CarePortal

Overview

This article provides an overview of the three different roles available to Requesting Agencies within CarePortal. These roles are Agency Admin, Agency Representative & Agency Worker. We will also review the ability to use a Supervisor to approve requests.

Intended Audience

CarePortal Network Leaders, CarePortal Requesting Agencies

This Article Covers

• Agency Admin
• Agency Rep
• Agency Worker
• Supervisors
• Roles & Permissions Grid
• Managing Agency Users

Agency Admin

Who Are They?

The Agency Admin:

• is likely a member of your agency's management team.
• possesses the most powerful role available for requesting agencies.
• enjoys a State level view of your entire agency within CarePortal.  
• has access to all CarePortal requests submitted by your agency.

What Can They Do?

The Agency Admin can:

• edit general information about the agency, including the name, location and contact email.
• change the email domain associated with your agency. 
• select the approval option that your agency uses.
• add and manage Agency Reps.
• approve, decline, edit & close any CarePortal requests submitted by your agency
• access several key data reports

Please double check with CarePortal support before making changes to the email domain or your approval option. Modifying either of those settings incorrectly could prevent your agency from being able to submit or approve requests.

Who Assigns It?

This role can be assigned by a current Agency Admin. If you would like to have this role removed from someone at your agency, please reach out to [e-mail]. 

Agency Rep

Who Are They?

Agency Reps are the leader(s) assigned to oversee all requests entered by their agency for the counties they are assigned. Each county can have more than one Rep assigned to it, and each Rep can be assigned to more than one county, if necessary.

Agency Reps are usually manager-level leaders who have the capacity and authority to plan or assign training to individual caseworkers that would help them submit high-quality requests and positively reflect their organization. Agency Reps work closely with Regional Managers, another county-assigned role that is tasked with overseeing all of the various partners using CarePortal in their territory (including churches and community responders). Regional Managers are staffed by the organization implementing the CarePortal platform in each area, but they are likely the role that Agency Reps would want to have the best working relationships with when it comes to collaborating and developing a healthy balance of requests and responses from the community.

What Can They Do?

• The Agency Rep can submit CarePortal requests that go out to churches immediately without further need for approval. 
• If you are utilizing the Option 3 Request Approval Option, then Agency Reps are the only users that can submit requests for your agency.
• For Options 1 & 2 the role of Agency Rep is mainly used to approve, decline & edit requests submitted by Agency Workers. 

Who Assigns It?

The Agency Admin can assign and manage this role within their settings tab. 

Agency Worker

Who Are They?

Agency Workers are caseworkers associated with an approved CarePortal requesting agency who are trained and authorized to submit requests into CarePortal.

What Can They Do?

Agency Workers can submit requests into CarePortal to await approval by an Agency Rep or Agency Supervisor before going out to churches.

Who Assigns It?

• When someone with an email address that uses an approved agency's domain clicks the link on the Submit Needs web page to "Submit a Request if your organization is already approved", the CarePortal platform will create an Agency Worker account for that new user in the process of submitting their first request. 
• If an Agency Admin or Rep submits a request on behalf of another agency email address that does not have an existing account, one will be created.
  

Supervisors

Supervisors function as an additional approval option ONLY for agencies using the Request Approval Option #1.

For these agencies, Agency Workers will need to provide a Supervisor email when submitting a CarePortal request. The Supervisor will then receive an email notifying them that they have a request waiting for their approval, which they can approve by clicking the link provided in the email. All Agency Representatives for that county are also notified and given the option to approve the request. 

Aside from this ability to approve certain requests, Supervisors have identical permissions to Agency Workers. They will not have dashboard access to requests they did not enter themselves. 

Roles & Permissions Grid

See below for a quick glance of some of the permissions each agency role has:

Role	Agency Workers	Agency Supervisors	Agency Reps	Agency Admins
Agrees to Financial/Partnership Agreement with AD				X
Adds Agency Rep(s)				X
See/Manages Full Roll-up of All Requests by Agency				X
Turns On/Off Multi-Family Requests				X
Submit Pre-approved Requests On Behalf of Other Workers			X	X
See/Manages Roll-up of Requests for Assigned Counties			X
CC’d on New Request Confirmation to Agency Workers			X
CC’d on Responses from Churches			X
Only Approves/Edits/Declines Requests They Were ID’d For		X
Enters Requests for Approval	X	X
Manages Only the Requests They Enter	X	X

 

Managing Agency Users

While agency roles and permissions can be added and generally adjusted by an Agency Admin, please note that agency-affiliated users cannot be removed or edited via the Agency Admin role. To delete a user or edit their affiliations, please contact CarePortal Support ([e-mail]) for assistance.