Overview

Clients may not be visible in the Clients Module for a staff due to their permissions, associations, or filters. This article will help you troubleshoot the different reasons why a client may not appear for a staff in the Clients Module.

Permissions

A staff's role will determine what permissions have been assigned to them and what they are able to see.

If a staff should be able to see all clients in the Clients Module update their role to have these permissions:

Clients Section

See all Locations: Allows role to select from all locations in the Locations Module (you may only select this permission or See staff's locations)
See all staff: Selecting this allows user to see all staff at the locations the role has permission to see. Deselecting limits the list of staff for this user to only those staffers that have this user listed as a clinical supervisor in the Staff Module/Role Tab.

Programs Section

See clients in programs outside of staff's programs

Associations

If a staff is not allowed to see all clients and is instead limited to only having access to certain clients, such as clients in their Locations, Programs, or those they're associated with, you will need to verify that their associations have been correctly setup.

If limited to seeing clients in their locations:

The Staff and the Client must have the same location selected.

Verify their Role's permission has been enabled.
- Client Section
  - Enable permission: See staff's locations: Allows role to select from only those locations they are associated with in the Staff Module/Locations Tab (you may only select this permission or See all locations)
  - You may also choose to enable permission: See all staff at a location. This permission is further refined by supervisory permission below.

Verify Staff's associated location(s)
1. Go to the Staff Module.
2. Double-Click on the staff line.
3. Click Locations tab.
4. Check the box for the Location(s) that the staff should be associated.
5. Click Save.

Verify Client's Default Location
1. Go to the Clients Module.
2. Double-click on the client line.
3. In the Client tab, select the client's Default Location.
4. Click Save.

If limited to seeing clients in their programs:

The Staff and the Client must have at least one program in common.

Verify Staff's associated program(s)
1. Go to the Staff Module.
2. Double-Click on the staff line.
3. Click Programs tab.
4. Check the box for the Program(s) that the staff should be associated.
5. Click Save.

Verify Client's associated program(s)
1. Go to the Clients Module.
2. Double-click on the client line.
3. Click Program/Groups tab.
4. Check the box for the Program(s) the client is participating in.
5. Click Save.

If limited to seeing only clients associated with them:

Go to the Clients Module.
Double-click on the client line.
Click Staff tab.
Verify the staff is listed and the Active box is checked.
Click Save.

Filters

The filters located along the top and bottom of the Clients Module will determine if a client appears in the list of clients displayed. Leaving the filters at All or Show All will help capture all clients based on the staff's previously mentioned permissions and associations above. Verifying how a staff has their filters setup will help determine if the filtering is the cause of the client not appearing.

If sorting by Staff Default Location, the clients that appear will be any client that has a staff (or specific selected staff) with that default location. This will display clients with different default locations.
If sorting by Client Default Location, the clients that appear will be any client that has the selected location listed as their default location.