Estimated read time: 5 minutes
Overview
This article provides instructions for closing a CarePortal request and explains when to use each reason for closing.
Intended audience
Included in this article
- Importance of closing requests
- Closing vs. canceling vs. pausing a request
- How to close a CarePortal request
Importance of closing requests
The CarePortal Essential Reading for Requesting Agencies, which new Agencies must agree to, includes their commitment to close requests in a timely manner. Here are two reasons why closing requests matters:
- When closing a request, Agencies are asked to give a 1–5 star review. This provides helpful feedback and data for CarePortal on how an Agency is experiencing the platform and how effective the tool is for serving families.
- Closing a request also prompts additional follow-up questions about the long-term impact on the family that only the Agency knows.
Closing vs. canceling vs. pausing a request
Closing a request
Requests that do not receive a response will automatically close after 30, 40, or 50 days, depending on the urgency level. If a response is made — whether by a Community Responder or a Church Responder — the request will remain open until you close it. To close a request, follow the process outlined in the section below.
If any of the items on the request are confirmed as met, CarePortal will ask a few follow-up questions about the impact of the connection that was or wasn't made in the process of meeting the need, as well as feedback about the platform itself. These requests will be marked as Fully Met or Partially Met depending on whether all or some of the needs were confirmed to be Provided by a local Church partner.
If none of the items on the request are marked as met, CarePortal will not ask the follow-up feedback questions. Instead of confirming the number of children and adults served, you'll need to select a reason for closing before any needs are met. These requests will be marked as Not Met and factored into the impact statistics of the CarePortal network.
Canceling a request
Occasionally, it might be necessary to cancel a request. The Agency Worker who submitted the request has permission to do this from their dashboard, as do any Agency Reps assigned to the county the request was submitted in, any Agency Admins for the Agency account, and Regional Managers and Area Directors.
Canceling a request typically happens when a request lacks clarity, contains inappropriate or confidential information, or doesn't align with CarePortal's standards. It's worth noting that canceling a request does not affect impact statistics, such as Percentage of Requests Met or Children Served. See the reasons for canceling requests below:
Pausing a request
While used less frequently, Agency Workers, Agency Reps, Agency Admins, Regional Managers, and Area Directors all have the ability to pause a request from the CarePortal dashboard. This can be helpful when a request needs to remain open but new responses need to be temporarily disabled — for example, to clarify details or address other considerations. You'll need to provide a reason for pausing before the request is officially paused. Once clarity is achieved, any of these roles can unpause the request.
While a request is paused, no new responses can be made to it. However, if resources have already been offered by the community, a local Church can still Take the Lead and claim those resources. This ensures the Church can connect with the Agency Worker or Rep who submitted the request and continue serving the family, even while the request is paused.
How to close a CarePortal request
To get to the close screen, you can either:
- Select
Close Requestin an email notification you received about a response to the request, or -
Log in to CarePortal directly. Under the Requests tab of your dashboard, click the hyperlinked request ID for the request you'd like to close. This opens the full request details page, where you'll see a
Closebutton in the top-right corner.
When you click Close, a pop-up will walk you through three steps:
1. Identify who in your organization is/was working with the family
This will either be you or someone else within your organization.
2. Confirm the needs met and people served
If any updates are needed, you can make them here. If none of the needs on the request were met, you'll need to select a reason for closing from a dropdown with three options: Time has passed, and the request is no longer needed; Time has passed, but the request is still needed; or Met by non-CarePortal resources.
3. Answer a few feedback questions
These are optional, but deeply appreciated by CarePortal as we work to continually improve.
Once a request is closed, you can find it in the Submitted Requests view of your Requests table for future management or reference. Requests that have been met will also appear in the Met Requests view.
Comments
1 comment
Is there a video to go along with these instructions? That would be useful for people with invisible disabilities.
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