Guide

This guide provides instructions on viewing the
Military OneSource electronic Case Management System,
eCMS, demographic reports.

ELECTRONIC CASE MANAGEMENT SYSTEM

USER GUIDE
Updated September 2021

USER GUIDE

Table of Contents
1. Your User Account. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
1.1. Register as a User. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
1.2. Steps to Complete Request to Replace CAC/ECA Certificate. . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
1.3. Editing Your Profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

2. Main Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
2.1. Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
2.2. Assigned Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
2.3. Unassigned Cases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
2.4. Stale Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
2.5. Created Cases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
2.6. Assigned Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
2.7. Crisis Calls to Associate. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
2.8. Follow Ups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
2.9. Expired. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

3. Supervisor Case Management Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
3.1. Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
3.2. Accessing the Case Management Dashboard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
3.3. Filters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
3.4. Result Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
3.5. Bulk Assigning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

4. Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
4.1. Search for a Participant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
4.2. Search for a Parent/Guardian . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
4.3. Search for Service Provider. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
4.4. Search for a Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

5. Working With Participant Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
5.1. Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
5.2. Create a Participant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
5.3. View and Edit a Participant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

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6. Working With Minor Participants and Parent/Guardian Records . . . . . . . . . . . . . . . . . . . . . 32
6.1. Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
6.2. Viewing Minor Participant Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
6.3. Search for Parent/Guardian. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
6.3.1. Using Search Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . 34
6.3.2. From Minor Participant Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
6.4. Create Parent/Guardian for Minor Participant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
6.5. Associate Existing Parent/Guardian With Minor Participant. . . . . . . . . . . . . . . . . . . . . . . . . . 40
6.6. Working With the Parent/Guardian Information Container. . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
6.6.1. View Associated Parent/Guardians. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
6.6.2. Edit Associated Parent/Guardians. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
6.6.3. Remove Association With Parent/Guardian. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
6.7. Understanding Parent/Guardian Association History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

7. Creating Cases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
7.1. Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
7.2. Create a Crisis Case. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
7.2.1. Attaching a Participant to a Crisis Case. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
7.2.2. Unattached Crisis Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
7.3. Create a Non-Medical Counseling Case. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
7.3.1. Create an Outside Scope for Non-Medical Counseling Case . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
7.3.2. Create an In Scope for Non-Medical Counseling Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
7.4. Create a SECO Triage Case. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
7.5. Create a SECO Specialty Consult and/or Spouse Group (Coming Soon) Case. . . . . . . . . . . . . . 67
7.6. Create a Document Translation Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
7.7. Create Other Case Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
7.8. Accessing Participant’s Existing Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

8. Managing Cases and Sessions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
8.1. Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
8.2. Manage Non-Medical Counseling Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
8.3. Manage SECO Specialty Consult and SECO Spouse Group Cases. . . . . . . . . . . . . . . . . . . . . . . . 95
8.4. Manage Document Translation Cases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
8.5. Manage Consultation-Based Cases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
8.6. Manage Work Life Cases With Sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
8.7. Manage Case Types Without Sessions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . 107
8.8. Notes Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

9. Other Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
9.1. Quick Tracker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
9.2. Contact Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
9.3. Administrative Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

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10. Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
10.1. Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.2. List Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.3. Summary Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10.4. Dimensional Aggregate Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

123
124
124
124

11. Admin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
11.1. Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
11.2. User Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
11.2.1. Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
11.2.2. Invite a New User to Register.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
11.2.3. Resend Invitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
11.2.4. Editing a User Account. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
11.2.5. How to Assist User With Replacing Their CAC/ECA Certificate.. . . . . . . . . . . . . . . . . . . . . . . . 131
11.2.6. How to Disable a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
11.3. List Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
11.3.1. Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
11.3.2. Managing Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
11.4. File Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
11.5. Case Studies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
11.6. References and Training. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
11.6.1. Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
11.7. Technical Support Feedback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
11.7.1. Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
11.8. Role Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
11.8.1. Warning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
11.8.2. Managing Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

12. Requesting Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

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GENERAL
USER GUIDE
GUIDE

1. Your User Account
1.1. Register as a User
To register in the electronic Case Management System, or eCMS, you must first have a valid CAC/ECA
certificate installed on your computer. Your supervisor must also submit paperwork for an invitation to
register in the application to be sent to you.
If you do not see the invitation email in your inbox, you will need to check your spam/junk folders.
Open the email and click the link “Click Here to Register.”
Your browser will ask you to select your cert and enter your password. You will then be taken to
the login page. You will no longer need the link from the email. In the future, go to the eCMS to
reach the Login screen.
After reviewing the security warning, you just click the “Login” button to enter the eCMS and go to
your dashboard.

Figure 1

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1.2. Steps to Complete Request to Replace CAC/ECA Certificate
If you receive a new CAC/ECA cert, you must register it with the eCMS once it is installed on your
computer. You can begin this process by clicking the “Feedback” link in the footer, completing and
submitting the form.
You will receive an email from the system within the next day or two. If you do not see the email in your
inbox, you will need to check your spam/junk folders. Open the email and click the link “Click Here to replace
your CAC/ECA certificate within the CMS application.” Your browser will ask you to select your cert. Be sure
you are selecting your new cert, then enter your password. You will be taken to the login page. You will no
longer need the link from the email. In the future, go to the eCMS to reach the login screen.
Click the “Login” button to enter the eCMS and be taken to your dashboard.

1.3. Editing Your Profile
You can edit your name or email address at any time by clicking the “Profile” link in the main navigation bar.

Figure 2

Simply make your changes and click “Submit” to save.

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2. Main Dashboard
2.1. Overview
Your Dashboard is divided into four quadrants with one or more tabs. From anywhere in the system,
you can access the dashboard using the “My Dashboard” link at the top of the screen.

Figure 3

You can click any “Case ID” or “Case Type” link to go directly to that case, or the “Participant” name to
go directly to the Participant record.

Figure 4

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Scrolling to the bottom of any section will provide you with a link to “View All” if there are additional
cases not shown in the container.

Figure 5

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Cases indicated with an exclamation point “!” are referrals that came in during non-business hours and
should be addressed with a higher priority.

Figure 6

2.2. Assigned Cases
You can see all active cases assigned to you in the “Assigned Cases” tab.

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2.3. Unassigned Cases
The “Unassigned Cases” tab lists cases created by triage consultants that have not been assigned to
a user. The specialty consultant supervisor is responsible for delegating the unassigned cases.
If you see an exclamation point next to the “Case Type,” it indicates the request came in during
non-business hours and should be addressed with a higher priority.

Figure 7

2.4. Stale Cases
Stale cases are those which have not been modified in the past seven days.

2.5. Created Cases
You can see all active cases you created in the “Created Cases” tab.

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2.6. Assigned Calls
You can see all active Service Provider Calls assigned to you in the “Assigned Calls” tab.

2.7. Crisis Calls to Associate
The Crisis Calls to Associate section lists crisis calls that have not been attached to a participant in the
system. Refer to this Crisis Case section for instructions on associating these calls to a participant’s
record.

2.8. Follow Ups
You can see all active cases assigned to you with pending follow-ups in “Follow Ups.” If a follow-up is
not updated by the Follow-Up Date, it will show in your Expired section and on the specialty consultant
supervisor’s dashboard.

2.9. Expired
If you have any expired Follow-Ups, you will see them here. These also are shown on the specialty
consultant supervisor’s dashboard.

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3. Supervisor Case Management Dashboard
3.1. Overview
The Case Management Dashboard is for users in supervisory roles to oversee and manage their
subordinates’ cases. All cases in the eCMS which you have permission to view can be found using
this dashboard.

3.2. Accessing the Case Management Dashboard
If you have the appropriate role(s), you will see a “Case Management” dashboard link on the main
dashboard. Click it to go to the Case Management dashboard.

Figure 8

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3.3. Filters
You will see only active cases by default but can select “View Closed Cases” to include those if you wish.
You can filter the results in the Case Management Dashboard to only see the cases you need. Available
filters are:
Assigned User (name)
Participant (name)
• Creator Name
• Creator ID
• Case Type(s)
• Creation Date Range
• Modified Date Range
• Follow-up Date Range
•
•

Figure 9

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3.4. Result Set
You are provided with multiple fields of data in the results:
Case Id, with a link to the case
Case Type
• Assigned User
• Participant, with a link to the Participant record
• Creator Name
• Creation Date
• Date Modified
• Follow-up Date
•
•

Figure 10

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3.5. Bulk Assigning
A multi-select feature is provided to assist in assigning cases. Once you have selected the cases you wish
to assign, select the assignee, and click “Assign.”

Figure 11

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4. Search
You can reach the search feature by clicking “Search” in the main navigation bar. Use it to find
Participants, Parent/Guardians, Service Providers and Cases.

4.1. Search for a Participant
You can access the Search screen from anywhere in the system by clicking on “Search” in the navigation
bar at the top of the page.

Figure 12

“Search Type” is set to search for Participants by default, but you can also search for “Parent/Guardian”
or “Service Provider”.

Figure 13

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You can quickly search by entering the Participant’s ID or their Case Number if you know it.

Figure 14

Otherwise, enter their personal information to locate their record. The more information you enter,
the narrower the results set become. After entering data into at least one field, select “Search” to see
the results.

Figure 15

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If you do not find the Participant, you will need to create a record for the Participant. If you do see the
Participant, click the link on the Participant name to view the Participant’s details.

Figure 16

4.2. Search for a Parent/Guardian
You can access the search screen from anywhere in the system by clicking on “SEARCH” in the navigation
bar at the top of the page.

Figure 17

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“Search Type” is set to search for Participants by default, so change it to Parent/Guardian so you can
enter the Parent/Guardian’s personal information. The more information you enter, the narrower the
result set becomes.

Figure 18

After entering data into at least one field, select “Submit” to see the results. If you do not find the
Parent/Guardian, you will need to create a record for the Parent/Guardian. If you do see the Parent/
Guardian, you can click the link on the Participant name to view the Parent/Guardian’s details.

Figure 19

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In addition to the demographic information for the Parent/Guardian, you can see all “Associated Minor
Participants.” The Participant Name is a link to that Participant’s record. You can also “Edit the Parent/
Guardian” from here.

Figure 20

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4.3. Search for Service Provider
You can access the Search screen from anywhere in the system by clicking on “SEARCH” in the
navigation bar at the top of the page.

Figure 21

“Search Type” is set to search for Participants by default, so change it to Service Provider so you can
enter the Service Provider’s personal information. The more information you enter, the narrower the
result set becomes. After entering data into at least one field, select “Submit” to see the results.

Figure 22

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If you do not find the Service Provider, you will need to create a record for the Service Provider.
If you do see the Service Provider, click the link on the Service Provider name to view the Service
Provider’s details.

Figure 23

4.4. Search for a Case
You can access the Search screen from anywhere in the system by clicking on “SEARCH” in the
navigation bar at the top of the page. “Search Type” is set to search for Participants by default.

Figure 24

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You can quickly search by entering the Case Number, if known. Otherwise, you will need to search for the
Participant first.

Figure 25

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5. Working With Participant Records
5.1. Overview
Most activities you will be doing in the system will be interacting with the Participants’ records.
This section will cover the most important actions with Participant records:
Creating a new Participant
• Viewing the Participant’s details and “Related Cases”
• Editing a Participant
•

5.2. Create a Participant
You must first search for a Participant to verify the caller does not already have a record in the system.
Once you have performed a search, you will see an “Add New” button in the bottom right corner. If the
person you are looking for is not in the results list, click “+ Add New” to open the Create Participant form.

Figure 26

Required fields are designated by a red asterisk (*). The first section is for the Participant’s personal

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information, including name, date of birth, address(es), gender, marital status, phone numbers and email
address. The Confidential checkboxes next to the phone and email address fields signify that the provided
phone number/email address is private, and therefore safe for contacting the participant regarding
private matters. Fill in as many fields as possible to better distinguish the Participant in the system.

Figure 27

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Next are a few questions related to Military OneSource that help us better serve the military community.

Figure 28

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Last is the Eligibility section where information about the Service Member is entered.

Figure 29

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If a Participant is a Minor, you will see the personal information fields are red.

Figure 30

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Also, a Parent/Guardian section is included at the bottom of the screen.

Figure 31

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5.3. View and Edit a Participant
You can access a Participant by clicking their name in your dashboard or searching for them.
The information shown on the “View Participant” screen and includes personal, contact and eligibility
information. From this screen you can do the following:
Edit the Participant’s information.
Create a case for the Participant. (Crisis, Non-Medical, SECO, Document Translation and many others)
• Access Participant’s existing cases
• View Notes on Participant’s cases
•
•

Click the “Edit” button to open the “Edit Participant” view.

Figure 32

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After making any necessary changes you can click “Save” and continue editing, or “Done” to save and
return to the “View Participant” screen.

Figure 33

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6. Working With Minor Participants and Parent/
Guardian Records
6.1. Overview
A Participant under the age of 18 based on the Date of Birth in the system is designated as a minor.
Parent/Guardians can be added to the system and associated with any related Minor Participant(s).
Once associated with a Participant, the Parent/Guardian can have some access to data related to the
Minor Participant’s records.

6.2. Viewing Minor Participant Details
You will notice some changes when a Participant is a minor. An icon indicating the Participant is a minor is
shown in the Participant Overview in the left panel, and below the Eligibility section on the right. You will
see the Date of Birth is italicized and red in both the Participant Overview and Details area.

Figure 34

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Scrolling down, you will find the addition of a Parent/Guardian section.

Figure 35

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For any minor who has not yet provided information on any Parent/Guardian, a message box is displayed
at the top of the page to remind you to ask for that information.

Figure 36

6.3. Search for Parent/Guardian
6.3.1. USING SEARCH SCREEN
You should use the main Search screen if you do not have the Participant information, or you wish to view
the Parent/Guardian record independent of their Minor Participant(s).
6.3.2. FROM MINOR PARTICIPANT DETAILS
Click the Edit button to open the editable view of the Participant.

Figure 37

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This is where you can manage their Parent/Guardians. Notice the personal information fields for a minor
are all red. Scroll down to the Parent/Guardian section at the bottom of the screen.

Figure 38

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Click “+Associate Parent/Guardian” to open the “Add New or Associate Parent/Guardian” modal.
You should enter as much information as you can about the Parent/Guardian and “Search.”

Figure 39

If the Parent/Guardian is not found, you will need to create a record for the Parent/Guardian.
If the Parent/Guardian is found, you can associate the Parent/Guardian’s record.

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6.4. Create Parent/Guardian for Minor Participant
You will start this process from the Parent/Guardian section at the bottom of the Minor Participant’s
record. Click “+Associate Parent/Guardian” to open the “Add New or Associate Parent/Guardian” modal.

Figure 40

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You must first search for a Parent/Guardian to verify they do not already have a record in the system.
Once you have performed a search, the “+Add New” button in the bottom right corner is enabled.

Figure 41

This opens the “Add New Parent/Guardian” modal where you can enter the personal information for the
Parent/Guardian.
If the Parent/Guardian has the same address as the Minor Participant, you can select the “Same as
Participant” link and the system will fill the address fields for you.
The Confidential checkboxes next to the phone and email address fields signify that the provided
phone number/email address is private, and therefore safe for contacting the participant regarding
private matters.
Selecting “Save and Associate” saves the Parent/Guardian record and associates them with
the Participant.

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Figure 42

When you click the “Save and Associate” button, the new Parent/Guardian record is saved and associated
with the Minor Participant.
View the details of this Parent/Guardian as well as any others associated to the Participant in the “Parent
Guardian Information” container.

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6.5. Associate Existing Parent/Guardian With Minor Participant
You will start this process from the Parent/Guardian section at the bottom of the Minor Participant’s
record. Click “+Associate Parent/Guardian” to open the “Add New or Associate Parent/Guardian” modal.

Figure 43

You must first search for a Parent/Guardian to verify they have a record in the system. If the person you
are looking for is not in the results list, you must create the Parent/Guardian record.
If the person you are looking for is in the results list, select the checkbox next to their name to indicate
you want to associate them with this Minor Participant. If you need to associate multiple Parent/
Guardians at once, you can perform a broader search and use the multi-select feature. Once you have
selected all Parent/Guardians needed, you can click the “Save and Associate” button to associate them
with the Minor Participant.

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Figure 44

View the details of this Parent/Guardian as well as any others associated to the Participant in the “Parent
Guardian Information” container.

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6.6. Working With the Parent/Guardian Information Container
You can see the details of all associated Parent/Guardians in the Parent/Guardian information container.
You also can manage some of the Parent/Guardian functionality from here.
6.6.1. VIEW ASSOCIATED PARENT/GUARDIANS
On a Minor Participant’s view or edit screen, you scroll down to the “Parent/Guardian Information”
container and click the bar with the Parent/Guardian name to expand or collapse its details.

Figure 45

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6.6.2. EDIT ASSOCIATED PARENT/GUARDIANS
While viewing a Minor Participant, click the “Edit’ button in the top right corner. Scroll down and you will
see some new actions available in the “Parent/Guardian Information” container.

Figure 46

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Click the “Edit” link in line with the Parent/Guardian whose details you wish to edit. In the “Edit
Associated Parent/Guardian” you can make the necessary changes and “Save” the record.

Figure 47

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6.6.3. REMOVE ASSOCIATION WITH PARENT/GUARDIAN
While viewing a Minor Participant, click the “Edit’ button in the top right corner. Scroll down and
you will see some new actions available in the “Parent/Guardian Information” container. Click the
“Remove Association” link in line with the Parent/Guardian who should no longer be associated with the
Participant. A confirmation popup will ask if you wish to continue prior to removing the association.

Figure 48

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You will no longer see the removed Parent/Guardian in the “Parent/Guardian Information” container.
If needed, you can re-associate them, associate a different Parent/Guardian or create a new one.

Figure 49

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6.7. Understanding Parent/Guardian Association History
A record is maintained of changes made to a Minor Participant’s Parent/Guardian(s). You will find the
“Parent/Guardian Association History” at the bottom of the Participant Details view.

Figure 50

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It contains the Parent/Guardian name, the action performed on them, the name of the User who
performed the action and when it occurred.

Figure 51

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7. Creating Cases
7.1. Overview
The following information outlines the processes for creating cases within the eCMS. While working
on your cases, save your work frequently by selecting the Save button. Exit your case at any point by
selecting the Done button at the bottom of the page (selecting Done also saves the file). Return to the
case creation for a limited time by selecting it from the Referrals area in the left panel when viewing
the Participant.

Figure 52

The following case types can be created in the eCMS:
Crisis
Non-Medical Counseling
» Outside Scope for Non-Medical Counseling
» In Scope for Non-Medical Counseling
• SECO
» Triage
» Specialty Consult and/or Spouse Group (coming soon)
• Document Translation
• Wounded Warrior Resources
• Info and Referral
• Work Life
» Work Life
» Financial
» Tax
•
•

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»
»
»
»

Elder Care
Education
Adult Disability
Adoption
• Consultation-Based
» Health & Wellness
» Special Needs
» Peer Support
» Spouse Relocation
» Healthy Relationships
» New MilParent
» Transitioning Veteran

7.2. Create a Crisis Case
You can open the “Crisis / DTW / MR” tab on the right of any screen to begin creating a Crisis case. If you
are viewing a Participant when it opens, the participant’s personal information is populated in the case for
you. Otherwise, you will need to enter this information.

Figure 53

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Begin by explaining the Limits of Confidentiality. Then enter as much information on the form as possible.
Some fields are required. You will notice a red asterisk (*) next to them.

Figure 54

In the left panel, select all items that apply to the call before saving the form.

Figure 55

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You will now need to decide if you will attach a Participant to the Crisis case.

Figure 56

7.2.1. ATTACHING A PARTICIPANT TO A CRISIS CASE
When you create and save a crisis case, or view an Unattached Crisis case, you will be asked if you want to
attach a Participant to the case.
If you began the case when viewing a Participant’s record, you can agree to attach that Participant to the
crisis call. If it is the correct Participant, answer “Yes” to attach them to the case.

Figure 57

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Otherwise, to attach a participant to this call after selecting “No” you will need to select someone from
the search results by clicking the link in the message.

Figure 58

You will see some fields prefilled from the information in the Crisis Case. Add more information into the
filters to search. Select the correct Participant to attach them. If you do not see the correct Participant,
scroll to the bottom right corner and click “+Add New.” Complete the form to create the Participant and
you can then attach them to the Crisis case.
You also have the option of postponing attaching a Participant to the Crisis case by selecting “Not Now.”
The case will then appear in the “Unattached Crisis Calls” list.

Figure 59

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7.2.2. UNATTACHED CRISIS CALLS
Unattached Crisis Calls are those which are not attached to a Participant in the system. These are shown
in the left panel when viewing the Search screen, and in the supervisor’s Case Management Dashboard.
You can attach a Crisis Call to a Participant at any time.

Figure 60

7.3. Create a Non-Medical Counseling Case
A case can be created for a Participant while viewing their Participant record or one of their cases.
From the Participant record, you can select “Create Case” to open the navigation list of Case Types to
choose from. If viewing a case, simply select the “Program Referrals” tab on the right of your screen.

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Select “Non-Medical.”

Figure 61

You first must explain the Limits of Confidentiality to the Participant. You will find script prompts in some
areas of the page for you.

Figure 62

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If a Participant is a minor, you will need to enter “Parent/Guardian Info.” You can see a “Minor
Participant” icon in the “Participant Overview,” as well as name(s) of their Parent/Guardian(s).

Figure 63

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Was the “Case Initiated by Parent/Guardian?” If so, select the name of the Parent/Guardian initiating the
case. Also, select and add all “Parent/Guardians Parent/Guardian(s) Permitted to Discuss Case.”

Figure 64

You will make selections based on your “Referral Assessment” of the Participant. Once you understand
the reason for the call, select the appropriate “Presenting Problem” from the list. This will trigger
different workflows depending on the answer. If the reason for the call is “Outside Scope of MOS,”
you will continue with creating an “Outside Scope for Non-Medical Counseling” case. If any other
“Presenting Problem” is selected, you will move forward with creating an “In Scope for Non-Medical
Counseling” case.

Figure 65

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7.3.1. CREATE AN OUTSIDE SCOPE FOR NON-MEDICAL COUNSELING CASE
When creating a Non-Medical Counseling case, you may determine it is Outside Scope for
Non-Medical Counseling.

Figure 66

You then will select agencies in which to provide Referrals for the Participant.
If the call is related to any “Tracked Event(s)” in the system, you will select those as well.

Figure 67

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You must enter the “Handoff Type” and “Deployment Status.” There are additional fields you should
answer if possible.
Detail any Handoff Notes to help other users understand the circumstances and/or needs of the
Participant. Mark the box for “Urgent” cases.

Figure 68

Lastly, you must offer a Follow-Up appointment and enter the details in the form.

Figure 69

Click “Save” to save and review the form. Click “Done” to save and return to the Participant record.
The newly created case can be found in the Participant’s “Related Cases” when viewing the Participant,
with the most recently created case on top.

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7.3.2. CREATE AN IN SCOPE FOR NON-MEDICAL COUNSELING CASE
When creating a Non-Medical Counseling case, you may determine it is In Scope for Non-Medical Counseling.

Figure 70

You will then enter the Participant’s “Counseling Preference,” “Type of Counseling” needed, and whether
the “Referral Type” is “MFLC” or “MOS Network.”

Figure 71

If it is a “MOS Referral” for couple or family counseling, you will be able to add and/or associate family
members to participate in the counseling sessions.

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“MOS Referrals” also require a “Reason Requesting Counseling” and provide a way to enter
provider information.
You can track in the system if a “Participant prefers not to be contacted for follow-up,” as well as if you
were “Unable to schedule for appointment within 3 business days.”
If the call is related to any “Tracked Event(s)” in the system, you will select those next.

Figure 72

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You must enter the “Handoff Type” and “Deployment Status.” There are additional fields you should
answer if possible.
Detail any Handoff Notes to help other users understand the circumstances and/or needs of
the Participant.

Figure 73

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Lastly, you must offer a Follow-Up appointment and ask if the Participant would be willing to provide
“Satisfaction Feedback.” Depending on their answers, you may be required to enter additional information.

Figure 74

Click “Save” to save and review the form. Click “Done” to save and return to the Participant record.
The newly created case can be found in the Participant’s “Related Cases,” with the most recently
created case on top. You will find information on how to manage Non-Medical Counseling cases here.

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7.4. Create a SECO Triage Case
A case can be created for a Participant while viewing their Participant record or one of their cases.
From the Participant record, you can select “Create Case” to open the navigation list of Case Types to
choose from. If viewing a case, simply select the “Program Referrals” tab on the right of your screen.

Figure 75

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Select “SECO.”

Figure 76

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If the call is related to any “Tracked Event(s)” in the system, you will select those next.
You must enter the “Handoff Type” and “When did the handoff occur?” There are additional fields you
should answer if possible.
Detail any Handoff Notes to help other users understand the circumstances and/or needs of
the Participant.

Figure 77

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Click “Save” to save and review the form. Click “Done” to save and return to the Participant record.
The newly created case can be found in the Participant’s “Related Cases,” with the most recently
created case on top.

7.5. Create a SECO Specialty Consult and/or Spouse Group (Coming
Soon) Case
You must start with an active SECO Triage Case for a Participant. If one exists, it can be found in the
“Related Cases” tab when viewing the Participant. If one does not exist, you will need to create a SECO
Triage Case.
Enter information concerning My Career Advancement Account, or MyCAA, and Military Spouse
Employment Partnership, or MSEP, eligibility and participation, to include “Service Member Name.”

Figure 78

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Under “SECO Service Request,” select “SECO Information and Referral” if it applies to the Participant
and select all referrals that apply. Add relevant “Comments” as well.

Figure 79

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Under “SECO Service Request,” select “SECO Specialty Consult” and/or “SECO Spouse Group” to create
one or both case types for the Participant. For each of these, the process is the same.

Figure 80

If the case is related to any “Tracked Event(s)” in the system, you will select those next.
You must enter the “Handoff Type” and scheduled a Follow-Up, completing those fields. There are
additional fields you should answer if possible.
Detail any Handoff Notes to help other users understand the circumstances and/or needs of the
Participant for this specific case.

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Figure 81

Click “Save” to save and review the form. Click “Done” to save and return to the Participant record.
The newly created case can be found in the Participant’s “Related Cases,” with the most recently
created case on top. You will find information on how to manage SECO cases here.

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7.6. Create a Document Translation Case
A case can be created for a Participant while viewing their Participant record or one of their cases.
From the Participant record, you can select “Create Case” to open the navigation list of Case Types to
choose from. If viewing a case, simply select the “Program Referrals” tab on the right of your screen.

Figure 82

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Select “Document Translation.”

Figure 83

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If the case is related to any “Tracked Event(s)” in the system, you will select those next.
There are then multiple fields to enter information about the document, its owner and the languages of
the current and needed document. All information must be entered.
If there are additional document(s) to translate, click “Add Document” and you will be able to answer
similar information for the other document(s).

Figure 84

Once all documents are detailed, you must enter the “Handoff Type” and “Deployment Status.” There are
additional fields you should answer if possible.

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Detail any Handoff Notes to help other users understand the circumstances and/or needs of
the Participant.

Figure 85

Click “Save” to save and review the form. Click “Done” to save and return to the Participant record.
The newly created case can be found in the Participant’s “Related Cases,” with the most recently
created case on top. You will find information on how to manage Document Translation cases here.

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7.7. Create Other Case Types
A case can be created for a Participant while viewing their Participant record or one of their cases.
From the Participant record, you can select “Create Case” to open the navigation list of Case Types to
choose from. If viewing a case, simply select the “Program Referrals” tab on the right of your screen.

Figure 86

Select the case type you want to create.

Figure 87

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Figure 88

If the case is related to any “Tracked Event(s)” in the system, you will select those next. Mark each
referral needed.
You must enter the “Handoff Type” and “Deployment Status.” There are additional fields you should
answer if possible.
Detail any Handoff Notes to help other users understand the circumstances and/or needs of
the Participant.

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Figure 89

Click “Save” to save and review the form. Click “Done” to save and return to the Participant record.
The newly created case can be found in the Participant’s “Related Cases” when viewing the Participant,
with the most recently created case on top. You will find information on how to manage these cases here.

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7.8. Accessing Participant’s Existing Cases
Go to a case by selecting it from your dashboard, from the “Related Cases” tab in the right panel when
viewing a Participant’s record, or by searching for it by “Case Number.”
When viewing a Participant record, there is a tab on the right for “Related Cases.”

Figure 90

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The “Related Cases” tab takes you to a list of all cases this Participant has had, with the most recent
cases at the top of the list.

Figure 91

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Each column allows filtering options for the report. Hover over the search icon in a column to select the
option you want.

Figure 92

Here you see all Active cases that have “healthy” in the Case Name.

Figure 93

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Clicking either the Case ID or Case Name will take you to manage the case.

Figure 94

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8. Managing Cases and Sessions
The following information outlines the processes for managing your cases within the eCMS. While working
on your cases, save your work frequently by selecting the Save button. Exit your case at any point by
selecting the Done button at the bottom of the page (selecting Done will also save the file). Go to a case
by selecting it from your dashboard, from the “Related Cases” tab in the right panel when viewing a
Participant’s record, or by searching for it by “Case Number.”

8.1. Overview
The following information outlines the processes for managing cases within the eCMS. While working
on your cases, save your work frequently by selecting the Save button. Exit your case at any point by
selecting the Done button at the bottom of the page (selecting Done will also save the file). Return to the
case management screen at any time by selecting it from the “Related Cases” tab in the right panel.

8.2. Manage Non-Medical Counseling Cases
Search for the case ID of the case you need to manage or find it in the Participant’s “Related Cases” tab
when viewing the Participant. Click the link to open the case.
If the case is “Outside Scope for Non-Medical Counseling,” the Participant can have Follow-Ups
scheduled and Contact Notes can be added, but not much else is tracked. The case can be closed by
selecting “Completed.”

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Figure 95

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For cases that are “In Scope for Non-Medical Counseling,” information for the MOS Network Provider
should be entered once know.
If it is for couple or family counseling, you will be able to add, update and/or associate family members to
participate in the counseling sessions.

Figure 96

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While on the case management screen, you will select the “Completed” box for the Follow-Up that
has occurred.

Figure 97

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Select the “Follow-Up / Feedback Outcome” and update the fields for an additional Follow-Up, if one is
being scheduled.

Figure 98

In Non-Medical cases the Participant can attend sessions. To enter information related to a session,
click “+Add Session.”

Figure 99

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If the Participant did not show up for the session, click “No Show.” Most of the fields will disappear.
Fill out remaining fields and click “Done” to save.

Figure 100

Otherwise, you will enter “Counseling Preference” and information related to the Counselor. Mark if the
case has been “Escalated to Crisis.”
You should note that the “Military Identification Card Viewed and Verified by Provider” when possible.

Figure 101

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Select the “Assessed Problem Category” that most accurately represents the session.
For each “Presenting and Assessed Problems” listed, note if it is “Presenting,” “Assessed” or both.
Have Participant rate the severity of their problem prior to starting counseling and their ability to address
it now.
If more “Presenting and Assessed Problems” are needed, select one from the drop-down and click
“Add Additional Problem” for each relevant one. You also must answer all questions related to
each problem.

Figure 102

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Next you will encounter questions about the relationship of the problem to certain military situations,
its risk and legal requirements.

Figure 103

The Participant must leave the session with one to three goals, and the status of the goal(s) must
be tracked.
There is a place for you to add “Collateral Notes.”

Figure 104

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Near the bottom of the screen, you will see a tab for “Individual Case Details,” with one or more
individuals next to plus signs. The first is the Participant, and all others are family members who attended
the session. Click each row one by one to expose additional questions.

Figure 105

Ensure you have the “Statement of Understanding Signed,” and perform a “Risk and Functional
Assessment.”

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Figure 106

Enter notes for the four assessment questions at the bottom of the form.

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Figure 107

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For family members you will only need to ensure the Statement of Understanding has been signed.

Figure 108

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Once all questions have been answered and provided the Participant is expected to attend more sessions,
you can click “Done.” If this will be the Participant’s final session, you can select “Final Session,” answer
all questions for the additional fields that opened and click “Done.”
You will be returned to the case management screen where you can continue making updates to the case.
You will see the details from any sessions that have been entered and can add another session, if needed.

Figure 109

Be sure you select “Done” when you have finished updating the case. The case can still be found in the
Participant’s “Related Cases” with the most recently created case on top.

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8.3. Manage SECO Specialty Consult and SECO Spouse Group Cases
Search for the case ID of the case you need to manage or find it in the Participant’s “Related Cases” tab
when viewing the Participant. Click the link to open the case.
Review the Follow-Up information, selecting “Completed” and creating another, if needed.

Figure 110

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There will be a drop-down for SECO Coaching Services. Select the appropriate option and enter
“Session Notes.”
Provided the Participant is expected to attend more sessions, you can click “Done” to save the session.
If it will be the Participant’s final session, enter “Case Closing Summary” and select “Completed.”
Click Done to save the session and close the case.

Figure 111

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You will see the details from any sessions that have been entered and can add another session, if needed.

Figure 112

The case can still be found in the Participant’s “Related Cases,” with the most recently created case
on top.

8.4. Manage Document Translation Cases
Search for the case ID of the case you need to manage or find it in the Participant’s “Related Cases” tab
when viewing the Participant. Click the link to open the case.
Review the Follow-Up information, selecting “Completed” and creating another, if needed.
You can update additional information as needed. Click Done to save the case. If the case is ready to
close, select “Completed” prior to clicking “Done.”

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Figure 113

The case can still be found in the Participant’s “Related Cases,” with the most recently created case
on top.

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8.5. Manage Consultation-Based Cases
Consultation-Based cases include:
Health & Wellness
Special Needs
• Peer Support
• Spouse Relocation
• Healthy Relationships
• New MilParent
• Transitioning Veteran
•
•

Search for the case ID of the case you need to manage or find it in the Participant’s “Related Cases” tab
when viewing the Participant. Click the link to open the case.
Review the information at the top of the screen and update if needed, including creating or updating the
Follow-Up.
You will need to explain the Limits of Confidentiality if it has not already been done.
Note who the “Services are for” and if the Participant agrees to provide “Satisfaction Feedback.”

Figure 114

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Depending on the case type, you may track a “List of Conditions” or “Referral(s).” There will be notes
fields for you to complete.

Figure 115

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To enter information related to a session, click “+Add Session.”

Figure 116

If the Participant did not show up for the session, click “No Show.” Most of the fields will disappear.
Fill out remaining fields and click “Done” to save.

Figure 117

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Otherwise, select support resources that were provided, enter notes and fill in any other fields.
Provided the Participant is expected to attend more sessions, you can click “Done” to save the session.
If it will be the Participant’s final session, enter “Case Closing Summary” and select “Final Session”
and fill in any additional fields that may appear. Click Done to save the session and close the case.

Figure 118

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You will see the details from any sessions that have been entered and can add another session, if needed.

Figure 119

The case can still be found in the Participant’s “Related Cases,” with the most recently created case on
top.

8.6. Manage Work Life Cases With Sessions
The following Work Life cases allow Participants to attend sessions:
•
•

Financial
Tax

Search for the case ID of the case you need to manage or find it in the Participant’s “Related Cases” tab
when viewing the Participant. Click the link to open the case.
Review the information at the top of the screen and update if needed.
Update the Counselor information, if needed. To enter session data, click “+Add Session.”

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Figure 120

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If the Participant did not show up for the session, click “No Show.” Most of the fields will disappear.
Fill out remaining fields and click “Done” to save.

Figure 121

Otherwise, enter the “Counseling Preference” and “Date of Service.” You also will be able to add and/or
associate family members to participate in the counseling sessions.
Select the ‘Counseling Selections’ related to the session.
The Participant must leave the session with one to three goals, and the status of the goal(s) must
be tracked.
Fill in all relevant information in the “Session Notes.”
Provided the Participant is expected to attend more sessions, you can click “Done” to save the session.
If it will be the Participant’s final session, enter “Case Closing Summary” and select “Completed.”
Click “Done” to save the session and close the case.

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Figure 122

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You will see the details from any sessions that have been entered and can add another session, if needed.

Figure 123

The case can still be found in the Participant’s “Related Cases,” with the most recently created case on
top. Details of the session can be found on the manage view of the case when clicking the link to return to
the case.

8.7. Manage Case Types Without Sessions
Case Types without sessions include:
Wounded Warrior Resources
Info and Referral
• Work Life
» Work Life
» Elder Care
» Education
» Adult Disability
» Adoption
•
•

Search for the case ID of the case you need to manage or find it in the Participant’s “Related Cases” tab
when viewing the Participant. Click the link to open the case.
Review the information at the top of the screen and update if needed.

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Create or Update the Follow-Up information, if needed.
You will need to show who the “Services are for” and answer questions about other services the
Participant is receiving.
Multiple selections can be made for Referral(s) that were offered.

Figure 124

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Click Done to save the case. If the case is ready to close, you will select “Completed” and enter the
Closing Reason and summary prior to clicking “Done.”

Figure 125

The case can still be found in the Participant’s “Related Cases,” with the most recently created case on top.

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8.8. Notes Feature
You can see all notes related to a Participant and their case(s) by selecting the “Notes” tab on the right of
any screen pertaining to that Participant.

Figure 126

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The Participant overview is shown on the left, and all case types that Participant has will be highlighted in
the list in the main part of your screen.

Figure 127

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For each case type, you can see the number of notes. Clicking the small triangle next to the Case Type will
expand the container and show you a preview of up to five notes.

Figure 128

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For longer notes you will see an ellipsis (…) at the end of the preview. You must click the “View all” link for
that Case Type to read the entire note and to see additional notes that could exist.

Figure 129

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Figure 130

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If you would like to expand the notes containers for all the Participant’s case types, select the
“Preview All Cases’ Notes” link in the top right of the screen.

Figure 131

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You can collapse all containers again by choosing to hide them.

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9. Other Incoming Calls
9.1. Quick Tracker
When a call is received and the caller only needs information to contact other agencies or groups, it is
noted in the Quick Tracker, which can be accessed at the right of the Search screen.

Figure 132

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Simply select the options related to the call and click “Done” to save.

Figure 133

9.2. Contact Notes
At times, a Participant will call in to provide additional information for their case. Access the case
by selecting it from your dashboard, from the “Related Cases” tab in the right panel when viewing a
Participant’s record, or by searching for it by “Case Number.” Contact Notes can be entered even if a
case is closed.

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Scroll to the bottom of the screen to see the “Contact Notes” field. Select “Add” to open the “Add Note”
modal with a text-entry field.

Figure 134

When finished entering your note, select “Done.”

Figure 135

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Saved notes can be viewed in the “Contact Notes” container.

Figure 136

9.3. Administrative Notes
When a caller needs information added to their Participant file, you can use the “Administrative Notes”
field. Search for the Participant record and click the link to open it.
In the right portion of the screen, you will see the “Administrative Notes” field.

Figure 137

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To add a new “Administrative Note” you must first click the Participant “Edit” button at the top of the
page. Then select “Add” to open the “Add Note” modal with a text-entry field.

Figure 138

When finished entering your Administrative Note, select “Done” to save the note and close the modal.

Figure 139

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To alert others that they should read the Administrative Notes when viewing the Participant record,
select the checkbox for “Administrative Notes Need Review.”

Figure 140

Click “Done” on the Participant screen to save your edits. Saved notes can be viewed in the
“Administrative Notes” container. The flag for will be easily noticed on the Participant View screen.

Figure 141

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10. Reports
10.1. Overview
If you have permissions to view one or more report, you can access the Reports Index page from
anywhere in the system by clicking on it in the menu at the top of the screen. Each report is accessed by
the link in its name. If you also have access to the Data Warehouse, its link will take you out of the eCMS
and to the Data Warehouse to log in.

Figure 142

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10.2. List Reports
For List Reports, you will provide a date range and/or other filter criteria. When you click “View Report” it
will render a list of records matching your criteria.
The following are List Reports:
Crisis –DTW-MR Details Report
NMCO Stale Cases Report
• Program Study Consent Report
• SECO Case Activity Report
• SECO Closed Case Activity Report
• SECO Inactive Case Report
• SECO Unassigned Case Report
• Outreach Support Report for Separating and or Retiring Service Members
• Tax Outreach Support Report
• Transition Assistance Program Data Report
• Transition Assistance Program Data Warm Handover
• Transition Assistance Program Peer Support Warm Handover
•
•

10.3. Summary Reports
You also will provide filter criteria for Summary Reports. However, when you click “View Report” it will
render a simple aggregate summary of the number of records matching your criteria.
The following are Summary Reports:
•
•

Crisis – DTW-MR Internal Summary Report
Quick Call Categories

10.4. Dimensional Aggregate Reports
For Dimensional Aggregate Reports you will again provide filter criteria. In addition, you must select
dimensions for aggregates (total numbers of records) across X and Y dimensions. The numbers in
each cell of the result represent the total number of records that meet the criteria on each dimension.
For example, if Gender is selected for the X Axis and Marital Status is selected for the Y Axis, then the
report will provide totals for Single Men, Married Men, Divorced Men, Single Women, Married Women,
Divorced Women, etc.
The following are Dimensional Aggregate Reports:
Case Demographics Report
SECO Case Demographics Report
• SECO Participant Demographics Report
• Session Demographics Reports
•
•

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11. Admin
11.1. Overview
The eCMS has an Administration page which takes an Admin to the following management areas:
User Manager
List Management
• File Manager
• Case Studies
• Case Management References
• Feedback Management
• Role Manager
•
•

11.2. User Manager
11.2.1. OVERVIEW
As an Admin, one of your duties could be managing user accounts. This will explain how to invite a new
user to the eCMS, send a cert Change Request for an existing user to replace their associated CAC/ECA
certificate, and disable/enable accounts.
11.2.2. INVITE A NEW USER TO REGISTER.
Warning: Remember, the eCMS is open only to people who have been approved by the government
through preexisting processes. Ensure a person is approved prior to inviting them to register.
Approval will also instruct you as to which role(s) to assign to the user.

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To invite a new user, click the Admin link in the main navigation bar, then the link for User Manager which
is on the left of the next screen.

Figure 143

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You need to first verify the user does not already have an account by performing a search for them.
The email address should be unique, so it is a critical field for your search. After entering data into at
least one field, select “Submit” to see the results.

Figure 144

If you find the user you are looking for, check their account status to determine next steps.
INVITE STATUS

ACCOUNT STATUS

MEANING

ACTION

Pending

Pending

Invite sent and active

Have user check email spam/junk
folders for invite

Expired

Pending

Invite sent and active

Send new invite

Canceled

Pending

Invite sent and canceled

Verify user still authorized access, send new invite

Registered

Disabled

Active user who was
disabled

Verify user authorized access,
enable account

Registered

Locked

Old status not in use

No longer relevant

Registered

Approved

User has access

Ask user if they now have a new
cert, send Change Request

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If you do not find the user, you will need to send an invitation for them to register by clicking the
“Invite User” button.

Figure 145

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You simply enter the name and email info and select the appropriate role(s) the user should have based
on instruction from the government. Complete the process by selecting the “Invite” button, which saves
the information and sends an email for the user to register their user account.

Figure 146

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11.2.3. RESEND INVITATION
If the user did not receive the invitation or it has expired, return to their profile, scroll down and select
“Send New Invite.” You also can cancel an invitation, if needed.

Figure 147

11.2.4. EDITING A USER ACCOUNT
To get to User Manager, click the Admin link in the main navigation bar, then the link for User Manager
which is on the left of the next screen.

Figure 148

You can search for the user by name and/or email address, clicking “Submit” to see the results.
Locate the user and click their name to view their profile. Now you simply click “Edit,” make your changes
and click “Submit.”

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11.2.5. HOW TO ASSIST USER WITH REPLACING THEIR CAC/ECA CERTIFICATE.
You will need to assist users if their cert has changed. To get to User Manager, click the Admin link in
the main navigation bar, then the link for User Manager which is on the left of the next screen.
You need to first verify the user does not already have an account by performing a search for them.
The email address should be unique, so it is a critical field to search for. After entering data into at least
one field, select “Submit” to see the results. Locate the user whose CAC/ECA certificate needs to be
updated and click their name to view their profile.

Figure 149

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Scroll down to the CAC/ECA change request section and simply click “Send Change Request.” The system
will send an invitation to the user via email so they can complete the request to replace CAC/ECA certificate.

Figure 150

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11.2.6. HOW TO DISABLE A USER
At times you will need to disable a user. Click the Admin link in the main navigation bar, then the link for
User Manager which is on the left of the next screen.

Figure 151

You can search for the user by name and/or email address, clicking “Submit” to see the results.
Locate the user and click their name to view their profile.

Figure 152

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Open the “Edit” view.

Figure 153

You will see a checkbox to the right of their profile information labeled “Approved.” The checkbox must
be selected if you want the user to be Enabled and allowed entry into the application. It must be empty
if you want the user to be Disabled and refused entry into the application. Mark the field for the desired
outcome and “Save” your changes.

Figure 154

11.3. List Management
11.3.1. OVERVIEW
There are three main types of lists in the eCMS: fully manageable lists, partially managed lists and lists
restricted from List Management. This will explain how to perform the actions in List Management.
Some lists will have all the explained functionality, while others will have only some features. If a list
you want to manage cannot be found in the list, it is likely restricted from List Management and the
development team will need to be involved with updating the list. Altering items in List Management
directly affects how those lists are seen in the application. It may take a delay of 10 minutes before
updates are seen in the system.

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11.3.2. MANAGING LISTS
List Management is found in the Admin screen.

Figure 155

The “List Management” main page shows all lists that you can manage. When you click on a list name,
it takes you to a page to manage that list.

Figure 156

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Select the “+Add Entry” button at the top of the page to create another option to show in the list.

Figure 157

You just type in the “Entry Name” and click “Save.”

Figure 158

The new entry appears in the list and is enabled.

Figure 159

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You can click “Disable” to hide a list item from showing in the eCMS, click “Enable” to make it show,
and click-and-drag rows in list management to reorder the way the items will be shown throughout the
system. Selecting “Edit” allows you to edit the entry name.

11.4. File Manager
File Manager is found in the Admin screen.

Figure 160

The first view you see in File Manager is the Download Center, where you see a list of all files currently
uploaded to eCMS. You can download any file by clicking the link on the file name or choose to “Add File.”

Figure 161

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Selecting “Choose File” will open a box where you can browse your files and select the one you want
to upload.

Figure 162

Once you have selected the correct file, you can fill in the details of the form and “Save” your changes.

Figure 163

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To allow others to access your uploaded file, click “Edit” and select the Roles which should have
permission to view your file.

Figure 164

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11.5. Case Studies
From the Admin Case Study link you can see a list of all existing Case Studies. Clicking the link on the
name of a study will allow you to edit it.

Figure 165

You can select “+Add Case Study” to create a new Case study. You must supply a “Research Study
Name,” the “Case Type” where you would like the study to show and a timeframe in which it should show.
You also have the option to “Exclude Participants Under the Age of 18,” if desired. Click “Save” when you
are finished.

Figure 166

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11.6. References and Training
11.6.1. OVERVIEW
The References and Training section of the admin page contains a link to a “Case Management
References” page with various documents and videos that can be used for training purposes and to
understand the Case Management System.

11.7. Technical Support Feedback
11.7.1. OVERVIEW
The “Technical Support Feedback” section of the Admin page contains a “Feedback Management” link
where you can create a support ticket if you encounter issues in the eCMS. A link can also be found in the
footer of all pages.

Figure 167

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11.8. Role Management
11.8.1. WARNING
The Role Management section allows an Admin to create and manage roles and their permissions.
Be aware that roles and permissions are complex and affect many users. The roles and permissions are
set according to government specifications for the application. Roles and/or permissions should never
be created or altered without direction and approval from the government.
11.8.2. MANAGING ROLES
The Role Management Page contains a list of all Roles in the eCMS.

Figure 168

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Clicking the name of a Role will allow you to view and/or edit the permissions for the role. Selecting “Add
Role” will allow you to enter a name for a new “User Defined Role” and add permissions. You will find
the “Save” button at the bottom of the page. For a “User Defined Role” you will also have a button to
“Disable” the role.

Figure 169

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Figure 170

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12. Requesting Support
If you need assistance with an issue in the eCMS, help is close by. Simply click the “Feedback” link in the
footer of any page, fill out a support request, and someone will respond in a timely manner. Watch your
email for correspondence concerning your support ticket where someone will work with you to resolve
your issue. You may need to check your spam/junk folders.

Figure 171

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