Statuses: Definitions

Throughout a client's time with your program, they will go through different stages, for example from being eligible for the program to working with a CHW to completing their program. These stages are tracked with what we call "statuses" on the IMPaCT application. Client statuses help everyone quickly understand where a client is in the process of moving through their program.

Statuses are important to get right. In this article we'll walk you through the different statuses a client will take on as they move through a program. Here are the statuses and what they mean:

Statuses prior to and including enrollment

Pre-Outreach: The first status that clients have is Pre-outreach. Clients in Pre-outreach are essentially in line to work with a CHW and haven't yet had a CHW assigned to them. There are two ways a client gets on a list as Pre-outreach:

They come in on an eligibility list sent directly to the IMPaCT app
They are entered manually into the app by a CHW, supervisor, or program partner like a care coordinator

Pending: Once a client in pre-outreach has been assigned a CHW ("picked up" by a CHW) they are considered Pending. This means that a CHW is reaching out to them to see whether they're interested in participating. Clients will respond to outreach in several ways:

They'll say "Yes" and sign up for the program! Their status becomes Enrolled which means that they are actively working with a CHW.
They'll say "No, thank you". Their status becomes Declined.
They let you know that something has changed and they no longer qualify. For example, they may have moved out of the area or changed insurance. Their status becomes Ineligible.
They do not want to participate and they do not want to be contacted by the program in the future. Their status becomes Opt out" so everyone knows not to reach out to them.
They won't be sure whether they want to participate. In this case their status remains Pending until they make a decision. Or, if they ignore your follow-up attempts (it happens!), then their status becomes Declined.

If a client cannot be reached, programs will often have guidelines about how many attempts should be made to reach them. While a CHW is still trying to reach their client, the client should remain in Pending status. If all attempts are completed and the client still was not reached, their status becomes Not Reached.

Statuses after enrollment

After a client has agreed to work with a CHW, they stay Enrolled for the entire time they are engaged in the program. A few things can happen that would cause a change in status: (Of note only a supervisor can make changes to the status of a client who is Enrolled)

They complete their program! Their status is updated to Graduated.
They let the CHW know that they can’t continue working together. In this case their status should be changed to Withdrawn.
They stop responding to outreach and after a CHW has tried reaching out in multiple ways (phone, a door knock), it's clear the client won’t be participating in the program any longer. Their status should be changed to Lost to follow-up.

Terminated For Safety: Rarely a CHW may encounter a client who makes them feel unsafe. If the CHW and their manager decide that it is not possible to work with this client for safety reasons the manager would change their status to “Terminated for Safety” and the client would no longer be eligible to participate in the program.

Now you've gotten familiar with how client statuses work, check out the article on updating client status.