Case Management Intake

Military OneSource CMS and MFLC Locator
I.

General: For both Military OneSource CMS and MFLC Locator
a. Login: Using the Login page, users can log into the CMS and MFLC Locator sites. Users
will be prompted to either enter in a username and password or use a CAC. Users must
establish a username/password on the site before a CAC can be associated to an
account.

Figure 1.1
b. Forgot Your Password?: Users can retrieve usernames and reset passwords by using the
“Forgot Your Password?” link on the login page. Users must enter in the email address
that is associated with his/her account.

Figure 1.2

c. Forgotten Password Confirmation Page: Users will receive a confirmation message
letting him/her know that the request has been sent. Users will be prompted to go to
the homepage or to the login page.

Figure 1.3
d. Profile: Users can click on the “Profile” from any page in the system to access his/her
account profile. Users can view/update his/her information, email preferences, and
change his/her password.

Figure 1.4
e. View Profile: Users can view account information including name, username, email
address, and login information (Figure 1.5).

Figure 1.5
f.

Edit Profile: Users can edit account information including name and email address
(Figure 1.6).

Figure 1.6
g. Email Preferences: Users can opt out of bulk email (if any bulk email will be sent from
the site- such as newsletters).

Figure 1.7

h. Change Password: Users can change his/her password by clicking on the “Change
Password” link. Users will be prompted to enter in the old password once and the new
password twice for confirmation purposes.

Figure 1.8
II.

CMS
a. Search
i. Search Page (without results): Users can use the search page to locate
participant records.

Figure 2.1

ii. Search Page (with results): Users can click on a search result to open a
participant record (Figure 2.2).

Figure 2.2
b. Participant Record
i. Add New Participant: Triage Consultants can use the “Add New” button on the
Search page in order to add new participants to the system.

Figure 2.3

ii. View Participant: Users can view a participant’s record by selecting an entry
from the Search results.

Figure 2.4
iii. Edit Participant: Users can edit a participant’s record by clicking on the “Edit”
button on the “View Participant” page (Figure 2.5).

Figure 2.5
c. Program Referrals: Users can create program referrals by clicking on the “Create Case”
button from a participant’s record. All program referral options display (Figure 3.1).

Figure 3.1
i. Financial: Users can click on the Financial link to create a Financial Counseling
program referral (Figure 3.2).

Figure 3.2
ii. Non-Medical Counseling: Users can click on the Non-Medical Counseling link to
create a Non-medical Counseling program referral (Figure 3.3).

Figure 3.3
1. Non-Medical Counseling: with “In Scope” and “MFLC” selected (Figure
3.4).

Figure 3.4

2. Non-Medical Counseling: With “In-Scope” and “MOS Network” selected
(Figure 3.5).

Figure 3.5

3. Non-Medical Counseling: with “Outside Scope” selected (Figure 3.6).

Figure 3.6

iii. SECO: Users can click on the SECO link to create a SECO program referral (Figure
3.7).

Figure 3.7
iv. Information and Referral: Users can click on the Information and Referral link to
create a I&R program referral (Figure 3.8).

Figure 3.8
v. Tax: Users can click on the Tax link to create a Tax program referral (Figure 3.9).

Figure 3.9

vi. Specialty Consult: Users can click on the Specialty link to create a Specialty
program referral.
1. Specialty Consult: Special Needs

Figure 3.10
2. Specialty Consult: Elder Care

Figure 3.11

3. Specialty Consult: Adult Disability

Figure 3.12
4. Specialty Consult: Adoption

Figure 3.13

5. Specialty Consult: Work Life

Figure 3.14
6. Specialty Consult: Bulk Fulfillment

Figure 3.15

vii. Health and Wellness Coaching: Users can click on the Health and Wellness link
to create a Health and Wellness Coaching program referral.

Figure 3.16
viii. Recovering Warrior: Users can click on the Recovering Warrior link to create a
Recovering Warrior program referral.

Figure 3.17

ix. Document Translation: Users can click on the Document Translation link to
create a Document Translation program referral.

Figure 3.18
x. Related Cases: All of a participant’s cases will be located on the Related Cases
tab.

Figure 3.19

d. Quick Tracker: Documents quick information requests such as directions for local fast
food, contact information for base resources, or if the caller dialed the wrong number.

Figure 4.1
e. Crisis/DTW/MR: Crisis, duty to warn / mandated report, or adverse incident call (“crisis
call”).
i. Crisis/DTW/MR: Empty field

Figure 5.1

ii. Crisis/DTW/MR: Prompt that asks if the user would like to attach the Crisis Call
to the participant record that the Search screen located (user with same name).

Figure 5.2
iii. Crisis/DTW/MR: Prompt that asks if the user would like to attach the Crisis Call
to the participant (from View Participant screen).

Figure 5.3
iv. Unattached Crisis Calls: Crisis calls that have not been attached to a
participant’s record. Users can attach the Crisis Calls by clicking on the call from
the “Unattached Crisis Calls” list and clicking on the “Attach” button (Figure 5.4).

Figure 5.4
f.

Managing Cases
i. My Dashboard: Depending on access level, users will see a combination of the
following: Unassigned cases, Stale Cases, My Assigned Cases, Crisis Calls to
Associate, Follow Ups, and Expired.

Figure 6.1

ii. SECO: SECO Advisors, SECO Specialty Consultants and SECO Specialty Consultant
Supervisors will be able to work with SECO Triage cases and SECO Specialty
Consult Cases.
1. SECO Triage: SECO Advisors will open the SECO Triage cases and decide
if it was an Information and Referral case or a SECO Specialty Consult
case.

Figure 7.1

2. SECO Specialty Consult: SECO Specialty Consultants will manage the
SECO Specialty Consult cases from his/her “My Assigned Cases” area on
the “My Dashboard” page.

Figure 7.2

iii. Specialty Consultant: Specialty Consultants and Specialty Consultant
Supervisors will manage the Specialty Consultant cases assigned to them using
the “My Dashboard” page.
1. Specialty Consult: Tax Services

Figure 8.1

2. Specialty Consult: Special Needs

Figure 8.2

3. Specialty Consult: Elder Care

Figure 8.3

4. Specialty Consult: Education

Figure 8.4

5. Specialty Consult: Adult Disability

Figure 8.5

6. Specialty Consult: Adoption

Figure 8.6

7. Specialty Consult: Work Life

Figure 8.7

8. Specialty Consult: Bulk Fulfillment

Figure 8.8

9. Specialty Consult: Recovering Warrior

Figure 8.9

10. Specialty Consult: Document Translation

Figure 8.10

g. Reports: Reports are accessed level based, and depending on the user, he/she will see a
combination of the reports below.

Figure 9.1
i. Crisis-DTW-MR Details Report

Figure 9.2

ii. Crisis-DTW-MR Internal Summary Report

Figure 9.3
iii. Case Demographics Report

Figure 9.4

iv. SECO Participant Demographics Report

Figure 9.5
v. Session Demographics

Figure 9.6
vi. Quick Call Categories

Figure 9.7

h. Administration: Users with Administrator access have access to a Control where he/she
can perform basic administration duties.

Figure 10.1
i. User Module: Administrators can access the “User” module to look up user
profile information, reset passwords, and unlock disabled accounts.

Figure 10.2

1. View User Profile: Administrators can view a user profile by clicking on
the individual’s name.

Figure 10.3
2. Edit User Profile: Administrators can edit a user’s profile by clicking on
the “Edit” button on the “View Profile” page.

Figure 10.4

ii. Invitation Manager: Administrators can invite others to the Military OneSource
CMS by clicking on the “Invitation Manager” link on the “Admin” page.

Figure 10.5
1. View Invitation Status: Administrators can use the “View Invitation
Status” to see what progress has been made on an invitation (figure
10.6).

Figure 10.6
2. View Invitation: Administrators can use the “View” link next to an
invitation to view the invitation details.

Figure 10.7

3. Invitation Manager Templates: Administrators can use the Invitation
Manager Templates to create a new invitation.

Figure 10.8
4. Edit Invitation Template: Administrators can use the “Edit” link next to
a template to make any changes.

Figure 10.9

iii. Download Center: Users can access different resources in the Download center,
including user manuals and computer based trainings.

Figure 10.10
1. User Guides: Users can access the different user guides available for the
Military Source CMS.

Figure 10.11
2. Computer Based Trainings: Users can access the different computer
based trainings available for the Military OneSource CMS.

Figure 10.12

iv. Feedback: A feedback system is available on the Military OneSource site where
users on the site can submit trouble tickets and administrators can go in and
assist.

Figure 10.13
1. View Suggestion: Administrators can view any incoming trouble
tickets/suggestions/comments by clicking on the “View” link next to the
feedback item (Figure 10.14).

Figure 10.14
2. Add Suggestion: Users can add feedback items on behalf of users by
clicking on the “Add Suggestion” link in the feedback management links
(Figure 10.15).

Figure 10.15
3. Add Common Responses: Administrators can create common responses
to make the feedback process more efficient.

Figure 10.16
4. Edit Common Responses: Administrators can edit existing common
responses (Figure 10.17).

Figure 10.17
5. Feedback Counters: Administrators can use the Counters link to track
any telephone calls or direct emails related to feedback items.

Figure 10.18
6. Feedback Reports: Administrators can generate reports to collect data
on feedback items (Figure 10.19).

Figure 10.19
7. Feedback Recipients: Administrators can view who receives the
incoming feedback items via email.

Figure 10.20
8. Add Feedback Recipient: Administrators can edit who receives the
incoming feedback items via email (Figure 10.21).

Figure 10.21

III.

MFLC Locator
a. Search: The Search page without any results generated.

Figure 11.1
b. Search: The Search page with results generated.

Figure 11.2

c. Edit Location: Administrators can click on the Location to edit it.

Figure 11.3
d. Add New Location Users must first generate a search to ensure that the location does
not already exist, but once a search is generated, the administrator can click on the
“Add New” button to add a new single location (Figure 11.4).

Figure 11.4
e. Settings: Administrators can go to the “Settings” page to change the default radius,
export MFLC Locator data, upload files, and locate the location template (Figure 11.5).

Figure 11.5
i. Export MFLC Locator Data: Administrators can export MFLC Locator data which
is an Excel file of the locations in the system.

Figure 11.6

ii. MFLC Locator Locations Template: Administrators can download the Excel
template in order to upload multiple MFLC locations.

Figure 11.7
iii. File Upload Details: Administrators can click on a previous file upload to view its
details.

Figure 11.8
f.

Invitation Manager

Figure 11.9
i. View Invitation Status

Figure 11.10
ii. View Invitation

Figure 11.11

iii. Invitation Template

Figure 11.12
iv. Edit Template

Figure 11.13

IV.

Miscellaneous
a. About Military OneSource: Users can click on the About Military OneSource link at the
bottm of every page to learn about Military OneSource.

Figure 12.1
b. Privacy & Security : Users can click on the Privacy & Security link at the bottom of every
page to learn more about Privacy Policy and Security.

Figure 12.2
c. Disclaimer: Users can click on the Disclaimer link at the bottom of every page to learn
more about the site’s Disclaimer (Figure 12.3).

Figure 12.3

d. References: Users can click on the “References” link to access the Download Center that
contains the user manuals and the computer based trainings.

Figure 12.4
e. About MC&FP: Users can click on the “About MC&FP” link to locate more information
regarding MC&FP (Figure 12.5).

Figure 12.5

f.

Accessibility: Users can click on the accessibility link to locate more information
regarding Accessibility.

Figure 12.6