We’re updating client statuses in the IMPaCT app on July 8!
What: We are simplifying client statuses in the IMPaCT app in 2 big ways: 1) Stopping automatic cycling of client statuses, and 2) Removing the Maybe status. Here’s what that means:
- Stopping automatic cycling of client statuses: Clients with a Not Reached status, or a close-out status of Graduated, Withdrawn, or Lost to follow-up will no longer be automatically cycled back to Pre-outreach.*
- Removing the Maybe status. Starting with this release:
- Maybe won’t be an option in the “Update status” window anymore
- Any clients who are Maybe status on the day of release (July 8) will be transitioned to Declined status.
- In the Outreach report, clients that were in the Maybe category will be counted as Declined. Read more about this in the release notes about the Outreach report!
Why: We heard your feedback that cycling clients to Pre-outreach was confusing – you couldn’t tell which clients hadn’t been outreached versus outreached and cycled back. Going forward, Pre-outreach will have only clients who haven’t been outreached or were intentionally assigned Pre-outreach, and all other clients will remain in their last assigned status. We also found that the Maybe was very similar to Pending so it would be simpler to use Pending for the whole time a client is undergoing outreach.
How: These updates will all be live in the app on July 8. Here’s how to make the most of them:
- Get ready: Before the end of the day on Monday July 7, move any remaining clients you have in Maybe status to Pending. Otherwise on July 8 they will be converted to Declined status!
- Check out the updates: On the client list, take a look at the Status filter and note that the Maybe status is gone. Go to the “Update status” window on a client’s chart and note that Maybe is gone.
-
Optimize your outreach workflow:
- The next time you are outreaching a client, leave them in Pending status for the entire duration of your outreach while you are still trying to reach them or get a definitive answer.
- While they are in Pending, remind yourself to reach back out to clients who were on the fence or who you haven’t gotten ahold of by using the “Next Contact” field with your enrollment notes.
-
Once you’ve completed outreach, meaning the client has said yes (Enrolled), said no (Declined or Opt out), or were never reached (Not Reached), then you can update their status. See below for a cheat sheet!
- Level up: Looking for a refresher on client statuses? We’ve updated the help center materials on client status to reflect these changes!
As always, please reach out to us at support@impactcarehq.com if you have any questions. We hope you enjoy these updates!
*Currently Not reached clients are transitioned to Pre-outreach after 2 weeks. Graduated, Withdrawn, or Lost to follow-up clients are transitioned to Pre-outreach when they show up on a new eligibility list at least 6 months after their close-out.