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User Guide for Consumers & Caregivers April 15, 2015

User Guide for Consumers & CaregiversAbout Caregiver Direct PlusCaregiver Direct Plus is an internet-based solution that provides consumers, family members, and caregivers, with real time information regarding an elder consumer's home care services as authorized & coordinated by their Aging Services Access Point (ASAP.)

After providing consent, individuals can quickly access up-to-date service information, including:

Care Manager’s name and phone number Description of services provided Amount of service planned by Care Manager Amount of service actually delivered by provider agency Service schedule on a calendar view Any service suspensions (temporary interruptions of service) and reason for

suspension Upcoming and recently scheduled visits by CM and/or RN

Caregiver Direct Plus is a useful tool for consumers who seek to be fully informed about their own care, and for their caregivers near or far who desire a quick and easy way to find current, accurate information about home-care services provided to their loved one.

Purpose of this User GuideThis guide provides a quick overview on the various sections and features of Caregiver Direct Plus, and is divided into the following sections:

Accessing Caregiver Direct Plus – how to log in and view the site for the first time.

Areas of Caregiver Direct Plus – the various pages within the site.

Support & Managing Your Account – where to go if you have technical issues; resetting your password in case you forget; and how to manage your user profile, including updating your password-reset security questions & answers.

File: document.docx of 16


ContentsAbout Caregiver Direct Plus..............................................................................................................................1

Purpose of this User Guide.................................................................................................................1

Accessing Caregiver Direct Plus........................................................................................................................3

Logging in the First Time..............................................................................................................................3

Participation Consent Form..........................................................................................................................4

Areas of Caregiver Direct Plus..........................................................................................................................4

Home Page...................................................................................................................................................5

Tell me more about…Page Information Link.................................................................................................5

Consumer Information Banner.....................................................................................................................6

Schedule Summary.......................................................................................................................................7

Service Plans.................................................................................................................................................9

A Note on List Filtering.............................................................................................................................9

Service Suspensions...................................................................................................................................10

Service Deliveries.......................................................................................................................................11

Activities.....................................................................................................................................................11

Care Team..................................................................................................................................................11

Support & Managing Your Account................................................................................................................12

User Profile.................................................................................................................................................12

My Information..........................................................................................................................................12

Password / Security Question Information:................................................................................................13

Forgot your Password?...............................................................................................................................13

Technical Difficulties?.................................................................................................................................15

Email your ASAP Contact........................................................................................................................15

Document History...............................................................................................................................16



Accessing Caregiver Direct PlusWhen your Caregiver Direct Plus site account is created, you will receive two separate e-mails.

These emails are automatically generated. If you don't see the emails, check your spam or junk folder, sometimes auto-emails are caught here. Add the sender address to your address book.

The first e-mail contains your Caregiver Direct Plus user name with a link to the website:

A second e-mail will be sent separately with your unique temporary password.

Logging in the First TimeWhen you receive the e-mail with your user name, follow these steps:

Click the link inside the e-mail message. The Caregiver Direct Plus welcome/ login page displays:



Locate the Login section in the right corner of the page. Enter the User Name that was provided in the first e-mail. Enter the password that was provided in the second e-mail. It is recommended

that you copy and paste the password (using Ctrl-c / Ctrl-v on your keyboard), as the random arrangement of characters can be difficult to type accurately by hand.

Press the Login button.

Note: Click the Forgot Password? link on the login screen if you ever forget or lose the assigned password provided to you, as long as you remember the response you gave to your security question(s) (see below.)

After your first login, you will be prompted to create Security questions and personalized responses that will be used to allow you to reset your own password or to retrieve your User Name. You may select up to three security questions.

Press Submit to save your security questions and responses.

Note: You can change your security responses at any time by updating your profile from within Caregiver Direct Plus. See the User Profile section of this document.

Participation Consent FormAt first login, Caregiver Direct Plus will display a participation consent form. This form asks you to acknowledge your consent to use Caregiver Direct Plus and your responsibilities in keeping confidential and secure the information provided to you. Accepting the form will provide access to security-protected areas of Caregiver Direct Plus. Declining the form will end the session and take you back to the main login page.

Areas of Caregiver Direct Plus



Home PageThe Home Page shows you the different sections of the Caregiver Direct Plus website, and offers 2 different ways to access them: by clicking on the appropriate Section Heading on the left side, or by clicking on the Section Icon in the center portion of the screen.

Note: Present on every page of Caregiver Direct Plus is the Sign Out dropdown, and the Font Size Change Tool.

*Alternatively, use your browser’s zoom feature to change the font size.

Tell me more about…Page Information LinkOn every page of Caregiver Direct Plus (other than the Home Page) you will find a link to Tell me more about…. a basic description of the contents of the screen you are viewing:



Click the link to show the Tell Me More description; click to close it. The example at right is from the Schedule Summary page.

It is strongly recommended that users consult the Tell me more about… page descriptions regularly until you are familiar with the contents of Caregiver Direct Plus.

Consumer Information BannerOnce you open a section of the Caregiver Direct Plus site, you will see the Consumer Information Banner at the top of each page. The banner contains the following information: Consumer name, address and phone number, Agency (ASAP) Primary Care Manager, the Agency (ASAP) managing the services, and the Agency (ASAP) phone number.

If you have been granted access to more than one consumer’s information, you can change your view by clicking on the Change button and selecting the desired consumer:



Schedule SummaryTo open the Schedule Summary from the home page, click on the section name on the left navigation bar, or click the Schedule Summary icon:

The Schedule Summary displays a consumer’s services and activities in a calendar view, showing:

Service Plans - upcoming service schedules The history of Service Deliveries (looking back one year) Any Service Suspensions showing service interruptions and reason Recent or upcoming CM/RN visits (Activities)

Note: When you first go to the Schedule Summary screen, you will see the current service information on a monthly calendar display. You can change the view by switching to Week or Day display, using the tool located in the upper right corner, shown below.



You can also choose to display only certain items if you wish, by using the dropdown menu, also located on the upper right.

Items on the calendar are color coded. The color key is located below the calendar.

Placing your cursor over the Service Plan items in the calendar view displays the following information: service type, unit type, number of units per week, and provider name.

The Service Suspension items in the calendar view show any service interruptions to the planned services:

Service Delivery items in the calendar view show confirmation that a planned service was actually provided (delivered) to the consumer:

Activity items in the calendar view show recent and/or upcoming CM and/or RN visits.

*More details on Service Plans, Service Suspensions, Service Deliveries, and Activities can be found in the individual sections as described in the following section.



Service PlansThe Service Plans section of Caregiver Direct Plus shows the same information as the Schedule Summary page regarding the active service plan(s), and some additional detail. To access the Service Plans section, either click on the section name on the left navigation bar, or click the Service Plans icon.

The Service Plans section displays:

A list of services that are planned by the Care Manager, authorizing a vendor to perform services in the home.

Up to one year of historical service plan information.

A Note on List Filtering

For the Service Plans, Service Suspensions, and Service Delivery sections, you will have the ability to filter any column to your preference. Filtering allows you to see only the information that you are interested in. This is a useful tool particularly if there is a lengthy list of items displayed.

To filter a column, enter a word or part of a word in the filter field. In the example below, the Provider column will be filtered to show only service plans associated with Lifeline Systems, Inc. Just the first part of the provider name is all that is necessary unless there are other providers in the list that have the same letters. In this example, Life was entered in the filter field.



Click on the filter symbol: , and select contains. (You will see there are many other ways that columns can be filtered.) The column will then be filtered to only those items that have a provider name that contains the word Life.

Result of above filter:

Note: You can also sort by any column by clicking on the heading (Agency, Provider, Service, etc.) Another useful feature for when you are looking at a long list of items.

Service SuspensionsThe Service Suspensions section of Caregiver Direct Plus shows the same information as the Schedule Summary page regarding temporary interruptions in service, and some additional detail. To access the Service Suspensions section, click on the section name on the left navigation bar.

The Service Suspension section displays:

A list of services that are suspended – temporarily interrupted. No services may be performed while a Suspension is in effect.

The Service Suspension section shows up to one year of historical Service Suspension information.

Note: The Reason column indicates why the Service Plan was suspended or interrupted, as recorded by the agency Care Manager.



Service DeliveriesThe Service Deliveries section of Caregiver Direct Plus shows the same information as the Schedule Summary page regarding delivered (provided) services, and some additional detail. To access the Service Deliveries section, either click on the section name on the left navigation bar, or click the Service Deliveries icon.

The Service Deliveries section displays:

A historical list of services that have been delivered to the consumer.

Notes:

The date & number of units for a Service Delivery may differ on occasion from the Service Plan. For example, a Homemaker service planned for Monday may be performed on Tuesday if the consumer and provider agree.

There may be a lag of 45 days or more between when a Service Provider performs a service in the home, and when the Service Delivery records appear in Caregiver Direct Plus.

ActivitiesThe Activities section displays a list of scheduled or recent visits by the ASAP CM or RN. It will show the type of visit (i.e. Annual Reassessment, Quarterly Home Visit), when it was completed or when it is targeted to be completed. Note that the actual visit date often varies from the Target Due Date.

Care Team The Care Team section displays a list of individuals who are involved with the consumer’s care, and have access to their information through Caregiver Direct Plus. To access the Care Team section, either click on the section name on the left navigation bar, or click the Care Team icon.



The Care Team list typically contains the caregiver/family members who have been granted access and the ASAP Care Manager and Registered Nurse. It may also contain the consumer themselves, if they elected to have access to Caregiver Direct Plus.

If access was revoked for a Care Team member due to consumer’s preference, that information is also shown on the list:

Support & Managing Your Account

User ProfileThe User Profile section of Caregiver Direct Plus provides access to basic information stored in the system about you, as well as the ability to change a password or view/reset your security question(s).

Access the User Profile page by clicking on the icon or the section name from the Home Page.

The User Profile page has 2 main sections: My Information, and Password/Security Question information.

My InformationBasic user information is stored here, such as email address, and full name. Any field that has a red asterisk (*) next to it is a “required” field – that means the information must be entered in order for the user to have access to Caregiver Direct Plus. You may edit the information on this page if you find it to be inaccurate. Be sure to click the Save button, lower right part of the page, after you make any change.



Password / Security Question Information: You can change your password anytime you wish, by entering a new one in the Password field, confirming the new password in the Confirm Password field, and clicking the Save button.

Your security questions and responses are shown below the password change items on the User Profile page. You were prompted to answer one or more security questions when your account was created. You can edit the questions and responses on this page. Be sure to click the Save button if you make any change. Make sure that your responses are easy for you to memorize, and note that responses are case sensitive.

Forgot your Password? If you forgot your password and are unable to access Caregiver Direct Plus, click Forgot Password on the Sign In page:



You will then be prompted to enter the email address used for creating your account, and an image code. When you have completed this, click Verify User.

Select your Security Question(s) and enter the appropriate response(s). Click Submit. Remember – your response is case sensitive and must match your original response exactly.

Enter and confirm a new password, and click Submit.

Note: New password must be of at least 6 characters, should contain at least 1 character, 1 numeric field, 1 capital letter, and must contain 1 special character.

You will then see a message informing you that your password has been changed and sent by Email. Check your email inbox for confirmation.



Technical Difficulties? If you encounter technical problems with Caregiver Direct Plus, first consult the Caregiver Direct Plus support blog: http://caregiver-direct-plus.800ageinfo.com/. Information on troubleshooting common issues are available, as well as announcements and the latest version of the user guide.

Email your ASAP ContactIf you are unable to resolve your technical problems, inform your ASAP contact providing as much detail about the situation as possible.

Resolving your issue will be much easier if you use these guidelines when you report a problem with Caregiver Direct Plus:

1. In the email subject line, note that the issue pertains to Caregiver Direct Plus, and add a few words about the issue. An example is shown below:

2. Identify yourself with your full name and email address, and describe the steps that lead up to the problem in all the detail that you can remember. Example:

3. Additional information about the computer you are using to access Caregiver Direct Plus is also helpful. You may be asked to provide information about the internet browser you are using. This article found on the support blog describes how to do this: [http://caregiver-direct-plus.800ageinfo.com/2015/02/reporting-your-browser-information.html]


http://caregiver-direct-plus.800ageinfo.com/


Your ASAP contact will offer support, and follow up with EOEA as necessary to help resolve your issue as quickly as possible.

Document HistoryDate Version Description By

January 23, 2015 Version 1.0 First draft release AG

January 29, 2015 Version 1.1 Edited screenshots due to change – Tell me more about… this page links.

AG

February 13, 2015 Version 1.2 Post Max & Jim edits AG

January 4, 2016 Version 1.4 Screenshot & text edits & updates AG

February 23, 2017 Version 2 Screenshot & Text edits and updates AG


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