FAQs & Troubleshooting

Not Receiving Email Notifications

Are you not receiving email notifications from us?

Written by Greg Hammond
Updated over a week ago

SMS and Email Notifications for Appointment Reminders

What do the notifications look like that clients receive?

Written by Kyle Minckler
Updated over a week ago

Agent Audit - Activity for a Particular Staff Member

I would like to run a weekly report filtered by "Agent" so that I can see the activity separated out by each team member. Is this possible?

Written by Kyle Minckler
Updated over a week ago

How are Counties added?

I would like to add/remove counties on the [Add New Case] intake screen.

Written by Kyle Minckler
Updated over a week ago

Printing Labels

How to use the "Multiple ID Card" report to print sticker labels.

Written by Greg Hammond
Updated over a week ago

REPORTING ON NOTES

How to run a report on information in the [Notes] tab.

Written by Greg Hammond
Updated over a week ago

[HMIS] Current Living Situation Ver. 2

There's a new way to record current living situation in CT HMIS.

Written by Isaac Simon
Updated over a week ago

Release of Information Case Lockout

Is there a setting that forces cases to have a verified ROI in order for users to view/edit the Case?

Written by Greg Hammond
Updated over a week ago

Client Broadcasts - Text Replies

What happens when a client replies to a mass text?

Written by Greg Hammond
Updated over a week ago

OUTCOMES EMAIL NOTIFICATIONS

How to set email notifications for "Outcomes" goals

Written by Greg Hammond
Updated over a week ago

How do I change an agency-specific category to "global" so that all agencies can use the category?

There is an assistance category that was added by an agency in my network but I would like that agency-specific category to be made global.

Written by Kyle Minckler
Updated over a week ago

How do I move an agent to another agency?

There is an agent/user that was added under one agency but needs to be moved over to another agency in my network. How is this done?

Written by Kyle Minckler
Updated over a week ago

ADVANCED PASSWORDS

The details of using "Advanced Passwords"

Written by Greg Hammond
Updated over a week ago

Mobile Hot Spot + Device Recommendation for Use "Out in the Field"

What are the recommendations for use in the field without WiFi connectivity? Mobile hot spot? Recommended device?

Written by Kyle Minckler
Updated over a week ago

Using Bed Management

Steps to successfully use the "Bed Management" feature.

Written by Kyle Minckler
Updated over a week ago

How to use the Auto-Signature Barcode

Use a special barcode used to auto-populate a custom signature on the signature capture screen of CharityTracker/Oasis Insight

Written by Isaac Simon
Updated over a week ago

Duplicate Case Search

What determines a possible duplicate case?

Written by Greg Hammond
Updated over a week ago

Can it be used on a Chromebook?

Written by Kyle Minckler
Updated over a week ago

Deceased Clients

Written by Greg Hammond
Updated over a week ago

How do I mark a client as Deceased?

A client's case file can be marked to show that the person has died.

Written by Joey Yarber
Updated over a week ago

ROI Expiration Date Report

How do I get a list of clients and their ROI expiration date?

Written by Greg Hammond
Updated over a week ago

How can I Upload A Scanned Copy of the Paper Release of Information Form?

If you have been capturing client consents on a paper copy of the ROI, you can upload a copy of the document with the PLUS level of service.

Written by Kyle Minckler
Updated over a week ago

Kiosk/Remote Intake Frequently Asked Questions (FAQ)

Written by Kyle Minckler
Updated over a week ago

How to use Kiosk Mode

[BETA FEATURE] Let your clients securely perform their own intake on-site on an iPad, Desktop, or Laptop computer.

Written by Isaac Simon
Updated over a week ago

How to send out a Client Broadcast

Client Broadcasts lets send SMS (Text) and Voice (Text-to-Speech) messages to your clients

Written by Isaac Simon
Updated over a week ago

I keep getting booted out of my session.

When I log in and try to add a case, why do I get booted out?

Written by Greg Hammond
Updated over a week ago

Birthday Report

How to run a report with a list of clients to include their birthday.

Written by Greg Hammond
Updated over a week ago

Assistance Category: Archiving

What exactly happens when I archive an assistance category?

Written by Greg Hammond
Updated over a week ago

Funding Sources

How do I add funding sources?

Written by Greg Hammond
Updated over a week ago

How do I add new assistance categories? Part 2

Understanding the available functionality when adding assistance categories.

Written by Greg Hammond
Updated over a week ago

Internet Browser - clearing the cache

Sometimes, clearing the cache will clear up performance issues.

Written by Greg Hammond
Updated over a week ago

Agent Permissions

Can an agent's permissions be adjusted?

Written by Greg Hammond
Updated over a week ago

How do I Add/Edit the “Funding Sources”?

Written by Kyle Minckler
Updated over a week ago

Huion Signature Pad - 420

Proper set-up for Model #420

Written by Greg Hammond
Updated over a week ago

Offline Tool Error

My Excel file is uploading only part of the assistance records.

Written by Greg Hammond
Updated over a week ago

Merging cases

What happens to relationships when a 2 cases are merged?

Written by Greg Hammond
Updated over a week ago

Report Summary: Description of Fields

Reports: Summary Section

Written by Greg Hammond
Updated over a week ago

When I try to log in, the screen resets.

Login Issues

Written by Greg Hammond
Updated over a week ago

Is there a way to track donors and donations?

We would like to be able to record and report the donors and the donations we've received.

Written by Kyle Minckler
Updated over a week ago

Is there a way to track volunteer hours?

We would like to be able to record and report the hours that our volunteers have worked.

Written by Kyle Minckler
Updated over a week ago

How are feature requests handled by the development team?

Written by Kyle Minckler
Updated over a week ago

Regarding multiple adults in the household. Does only the head of household sign an ROI or should we get one for all adult members?

Written by Kyle Minckler
Updated over a week ago

Is there a mobile app available?

Written by Kyle Minckler
Updated over a week ago

Is your solution HIPAA Compliant?

Written by Greg Hammond
Updated over a week ago

Is there an ID card printer that is compatible for printing client IDs?

Written by Greg Hammond
Updated over a week ago

We have a problem with parents claiming others people’s kids as their own. What can we do to work through this challenge?

Written by Kyle Minckler
Updated over a week ago

Can Kiosk Mode display in different languages other than English?

We have clients that speak other languages and it'd be helpful for kiosk mode to be translated from English to their language.

Written by Kyle Minckler
Updated over a week ago

What is the procedure to recover data if needed? How soon after a request could we get the data?

Written by Kyle Minckler
Updated over a week ago

If we ever needed to recover our data how long do you keep backups, i.e. how far back could we go?

Written by Kyle Minckler
Updated over a week ago

When creating a demographic, what does "household demographic" check-box do?

Written by Greg Hammond
Updated over a week ago

Symbol LI-4278 Barcode Scanner Issue

Scanner not scanning. No green light on base. Won't scan ID card.

Written by Isaac Simon
Updated over a week ago

Can A Report be created for an individual Case?

Written by Kyle Minckler
Updated over a week ago

What do the email notifications that are sent look like?

Provided screenshots for the notification emails that are generated and sent from CharityTracker/Oasis Insight.

Written by Kyle Minckler
Updated over a week ago

Barcode Details for Ordering Plastic Cards

Interested in ordering your own barcode ID cards from another company? Here are some details you might need:

Written by Greg Hammond
Updated over a week ago

Is information shared in real time?

Written by Kyle Minckler
Updated over a week ago

What does the term "dependent" means when adding a Relationship?

Is it a legal term (like in tax law where "dependents" can be claimed?) or is it just the word that the developers opted for.

Written by Kyle Minckler
Updated over a week ago

Printing Client List/Roster

Here's how to run a report and print out a list of your clients.

Written by Greg Hammond
Updated over a week ago

Has there been any questions about adults signing releases on behalf of other adults in the household?

Written by Kyle Minckler
Updated over a week ago

Can we see total number of assistance visits and total $ of assistance by category for each case/client?

Example, total # of times we've helped with rent and total amount of rent

Written by Kyle Minckler
Updated over a week ago

Touchscreen Signature Issue

Google Chrome - Touchscreen not capturing signatures

Written by Isaac Simon
Updated over a week ago

Can we set a default for the assistance unit?

Written by Kyle Minckler
Updated over a week ago

If we have a client that leaves our service, how do we make their Case reflect that?

Written by Kyle Minckler
Updated over a week ago

Is there an option to select Same as Street Address for Mailing Address?

Can Street Address be copied over to Mailing Address?

Written by Kyle Minckler
Updated over a week ago

Demographics (Custom Case Fields)

Adding Demographics to Cases

Written by Greg Hammond
Updated over a week ago

REPORTING ON ALERTS

How to set up a report that shows cases with "Alerts"

Written by Greg Hammond
Updated over a week ago

How do I print notes?

Does Charity Tracker allow for printing of notes in a record? If so can you give me a written tutorial of how to go about doing that?

Written by Greg Hammond
Updated over a week ago

ADMIN REPORT: Agencies and Categories Used

How can I run a report that gives me a list of agencies and the categories they have used?

Written by Greg Hammond
Updated over a week ago

What is the average response time for customer support?

Average response time.

Written by Kyle Minckler
Updated over a week ago

How do we move an agent (user) from one agency to another?

I have an agent at one agency that is moving to another agency. How can I get this person moved?

Written by Kyle Minckler
Updated over a week ago

Can your system be used to generate mailing labels?

We would like to print mailing labels with client names and addresses from the system. Is this possible?

Written by Kyle Minckler
Updated over a week ago

What is the required password length?

Password length is currently set at 6 characters, can that be changed if we opt to do so?

Written by Kyle Minckler
Updated over a week ago

Importing with Offline Tool

Here's how to use the Offline Tool to import assistance records into CharityTracker or Oasis Insight:

Written by Greg Hammond
Updated over a week ago

Do we have a speed baseline/time estimate for entering a case and recording an assistance record for a client?

Written by Kyle Minckler
Updated over a week ago

What is the promised customer support after we launch?

Written by Kyle Minckler
Updated over a week ago

Adding/Editing/Deleting Units

How to add a new unit, or edit/delete an existing unit.

Written by Greg Hammond
Updated over a week ago

Can we add in any custom branding or logo?

Written by Kyle Minckler
Updated over a week ago

Editing Relationships

How do you change a relationship in a household?

Written by Greg Hammond
Updated over a week ago

Is the data from the reports exportable? If a community discontinues using this system in the future, what happens to the data?

Written by Kyle Minckler
Updated over a week ago

Is the system legal?

Written by Kyle Minckler
Updated over a week ago

Release form (ROI): What happens when children turn 21 or there are custody changes? - Divorce etc...

Written by Kyle Minckler
Updated over a week ago

Is the system SOC II approved?

Written by Kyle Minckler
Updated over a week ago

If a data breach happen, do you have a notification protocol for the people affected?

Written by Kyle Minckler
Updated over a week ago

CharityTracker Brochure

Link to download or print electronic version of the CharityTracker brochure.

Written by Kyle Minckler
Updated over a week ago

What is the difference between Charity Tracker and Oasis Insight?

Written by Kyle Minckler
Updated over a week ago

If there is a staff turnover, say I left or was promoted, and someone filled my position, does that new person have to obtain a new license/account?

Would my account be terminated and a new account would be created for the new employee?

Written by Kyle Minckler
Updated over a week ago

What is the difference between an assistance category and a service?

Written by Kyle Minckler
Updated over a week ago

We have a concern about client confidentiality - Do we need consent or authorization to share client information with other agencies?

Written by Kyle Minckler
Updated over a week ago

How are the community dashboard numbers calculated on the home tab?

Written by Kyle Minckler
Updated over a week ago

How much flexibility/customization is there in creating the intake application?

Can the program be customized to fit our intake and program needs?

Written by Kyle Minckler
Updated over a week ago

I am leaving my position - How do I change the primary contact on my account?

Here are the steps to replace yourself with another person who will need access to the system in your place.

Written by Kyle Minckler
Updated over a week ago

How do I verify an release form (ROI) on a new case?

Written by Kyle Minckler
Updated over a week ago

Can you create graphic reports like circle charts?

Can the reports generate graphs, pie charts?

Written by Kyle Minckler
Updated over a week ago

How Do I Update My Billing Information?

How can I change or update my credit card on file?

Written by Kyle Minckler
Updated over a week ago

I have a fixed value per item I distribute. If I change the fixed value per item will it change all assistance under that category both past and future?

I have a question about changing the dollar value of assistance.

Written by Kyle Minckler
Updated over a week ago

Where can I access all Case Studies?

How are other organizations using the system?

Written by Kyle Minckler
Updated over a week ago

I noticed you periodically host webinars that might be useful to non-profits. Is there an archive we can access to view the older sessions?

Written by Kyle Minckler
Updated over a week ago

As part of our required reporting, we track new and returning clients? Would like to be able to pull reports specifically new clients.

Written by Kyle Minckler
Updated over a week ago

Can you extract data points in to Excel?

Written by Kyle Minckler
Updated over a week ago

Can the program be customized to fit our intake and program needs?

Written by Kyle Minckler
Updated over a week ago

How much customization is possible for reports?

Written by Kyle Minckler
Updated over a week ago

Are You FERPA Compliant?

Written by Kyle Minckler
Updated over a week ago

How often do you roll out updates to the system?

When are upgrades and updates made?

Written by Kyle Minckler
Updated over a week ago

If someone does NOT have the Plus, will they be able to see the documents you have uploaded?

Written by Kyle Minckler
Updated over a week ago

Does the database record somehow which agency added the client?

Written by Kyle Minckler
Updated over a week ago

Using the Add Multiple Assistance Feature

If you see a high volume of clients, you may wish to print a paper client roster and then enter the assistance records after a distribution

Written by Kyle Minckler
Updated over a week ago

What can I do about duplicate cases in the database?

Written by Kyle Minckler
Updated over a week ago

Is your system maintained in the cloud and we are able to login and access it, its not actual software that we download/PC driven?

Written by Kyle Minckler
Updated over a week ago

What is the difference between an "Assistance Requests" Report and a "Referrals" report?

Written by Kyle Minckler
Updated over a week ago

Report Summary Fields Explained

I am having trouble with definitions for the terms on the report summary section.

Written by Kyle Minckler
Updated over a week ago

Can we summarize or include a brief statement in lieu of the Release of Information from (ROI)?

We have an existing client application that we'd like to amend to include a release statement.

Written by Kyle Minckler
Updated over a week ago

Is there a blank version of the Release of Information (ROI) form I can access?

Looking to edit the existing ROI to create my own custom release to upload to my network.

Written by Kyle Minckler
Updated over a week ago

What information is required for us to collect from the client in order to meet your terms of service?

What are the required fields on the intake form?

Written by Kyle Minckler
Updated over a week ago

How do I add new assistance categories? Part 1

What to do if there are additional types of assistance that you wish to collect.

Written by Kyle Minckler
Updated over a week ago

Performance check-list

Here are some things that will impact the performance of CharityTracker and Oasis Insight:

Written by Greg Hammond
Updated over a week ago

Can users be designated with differing levels of administrative abilities?

Are there difference levels of access or access roles?

Written by Kyle Minckler
Updated over a week ago

What is the promised confidentiality?

Written by Kyle Minckler
Updated over a week ago

What happens to the data we enter during a trial period?

What happens to data after a free trial period?

Written by Kyle Minckler
Updated over a week ago

Migrating Data From One Network To Another

Can I export or move my existing data and have it migrated into the new network?

Written by Kyle Minckler
Updated over a week ago

Can "Relationships" be made a drop-down menu of set options instead of a text box to type in?

Written by Kyle Minckler
Updated over a week ago

Can the age ranges on report summaries be adjusted to fit my needs?

In all reports totals are tallied by age groups -- typically 0-17, 18-59, 60+ -- and these can be adjusted by network administrators.

Written by Kyle Minckler
Updated over a week ago

What does the “household member” count represent?

Written by Kyle Minckler
Updated over a week ago

What hardware is compatible for scanning barcodes and capturing digital signatures?

Working with Client ID Cards, assistance barcodes, and capturing digital signatures requires some additional hardware.

Written by Isaac Simon
Updated over a week ago

Can we use ipads to access the system?

Written by Kyle Minckler
Updated over a week ago

Is it necessary to have wifi access during the distributions? We only have one distribution building with wifi.

Written by Kyle Minckler
Updated over a week ago

What are the default data sets found in the system at the start?

Do we start from scratch with a new account or are their fields there at the start?

Written by Kyle Minckler
Updated over a week ago

What would be the best way to archive the current data and start fresh? Is that even possible?

Can all my Cases be cleared out to start fresh?

Written by Kyle Minckler
Updated over a week ago

Can Additional Tabs or "Sections" be Added to the Add New Case Screen?

I'm looking to add more tabs under the [Add New Case] intake screen in addition to Identification, Income & Expenses, and Demographics.

Written by Kyle Minckler
Updated over a week ago

What is the recommended Internet connection speed?

Written by Kyle Minckler
Updated over a week ago

What is your projected system availability (up-time) in % based on 24 hr/day, 365 day/yr access?

What stats do you have on the average downtime?

Written by Kyle Minckler
Updated over a week ago

Is the Release of Information (ROI) signed by head of household or each member of household?

For the ROI, is this just signed by the HH or does it have to be for each person in the house?

Written by Kyle Minckler
Updated over a week ago

Is there a way to alphabetize the clients (by last name) who are listed in a report I create?

Written by Kyle Minckler
Updated over a week ago

How Can I See All Cases Without or With Expired Release of Information Forms?

I would like to see a list of all client Cases that either do not have an ROI or their ROI is expired.

Written by Kyle Minckler
Updated over a week ago

How Do I Make a Client's Case Private?

I don't want to share certain clients with other agencies, but would rather make visible only to my agency.

Written by Kyle Minckler
Updated over a week ago

How Do I Pay My Invoice with a Credit Card?

If you are an agency administrator your can pay your invoices with a credit card or debit card. Simply follow these steps:

Written by Kyle Minckler
Updated over a week ago

How Do I Change The Name of My Network?

Steps for a Network Admin to Edit Network Name

Written by Kyle Minckler
Updated over a week ago

How Can I See All My Cases In Alphabetical Order?

Sorting client Case files by name alphabetically

Written by Kyle Minckler
Updated over a week ago

Release of Information Workflows during the COVID-19 pandemic.

Options for capturing permission for Release of Information during the COVID-19 pandemic.

Written by Isaac Simon
Updated over a week ago

Adding a New Agent (User) and Disabling a Current Agent (User)

Written by Greg Hammond
Updated over a week ago

Changing Password

Follow these steps to change your password.

Written by Kyle Minckler
Updated over a week ago

Updating or Changing Email Address

How do I change or update the email address I use to log in?

Written by Kyle Minckler
Updated over a week ago

How do I upload documents to a Case file?

Where can I upload files? .doc, .img, .pdf, .xls, etc.?

Written by Kyle Minckler
Updated over a week ago

How To Add A New Agency

Network administrators can add new agencies in one of two ways (see below)

Written by Kyle Minckler
Updated over a week ago

How to export client email addresses to CSV format?

If you're collecting "email address" as a demographic field, you can include this information in an CSV report.

Written by Kyle Minckler
Updated over a week ago

Deleting a Case

How do I Delete a Case I entered by mistake?

Written by Kyle Minckler
Updated over a week ago

Barcode Scanning + Client IDs

You can print photo ID cards for clients you serve and use a barcode scanner to quickly open/serve a client's Case.

Written by Kyle Minckler
Updated over a week ago

How do I reset my password?

If you have forgot your password, it's easy to reset it

Written by Isaac Simon
Updated over a week ago

Is there an API available?

Custom integrations with other software platforms. Connecting to another database.

Written by Kyle Minckler
Updated over a week ago

What if I lose my password or can't remember it?

Written by Greg Hammond
Updated over a week ago

Printing a Blank Copy of the Release of Information Form (ROI)

How do I access a blank copy of the client consent form (ROI)?

Written by Kyle Minckler
Updated over a week ago

Merging Duplicate Cases

How do I merge two Cases I see that are duplicates?

Written by Kyle Minckler
Updated over a week ago

Deactivating An Agency

How do I disable/deactivate an agency that no longer needs access?

Written by Kyle Minckler
Updated over a week ago

Reactivating A Deactivated Agency

How can I enable/reactivate an agency that I have deactivated in the past?

Written by Kyle Minckler
Updated over a week ago

Can I Upload My Own Release of Information Form?

Uploading Custom Release of Information ROI form.

Written by Kyle Minckler
Updated over a week ago

How to Change an Agent's Role

Do you need to make an agent an "Agency Administrator" or "Network Administrator"? Follow these steps.

Written by Kyle Minckler
Updated over a week ago

Duplicate Agencies

There are duplicate agencies listed under the [Agencies] tab. What do I do?

Written by Kyle Minckler
Updated over a week ago

Barcode Scanner Issues (ex. Case Not Found)

Seeing "Case Not Found" in barcode mode when scanning ID Cards?

Written by Isaac Simon
Updated over a week ago

Recommended Digital Signature Pads

List of All Compatible Digital Signature Pad Models

Written by Kyle Minckler
Updated over a week ago

Recommended Compatible Devices

List of All Barcode Scanners, ID Card Templates, Laminators, ID Card Printers, etc.

Written by Kyle Minckler
Updated over a week ago

How do I add a picture on a client's Case?

The PLUS version includes client photos.

Written by Kyle Minckler
Updated over a week ago

Troubleshooting Topaz Signature Pads

Here are some things to check if your Topaz pad isn't working

Written by Greg Hammond
Updated over a week ago

How to use a barcode to confirm assistance in Barcode Mode

In barcode mode, rather than clicking the [Confirm Assistance] button, can there be a barcode that is scanned to confirm assistance? YES!

Written by Isaac Simon
Updated over a week ago

[HMIS] FY 2022 Updates

Revised Demographics and New Data Collection Fields

J

Written by Jason Gabriel
Updated over a week ago

Are there signup, termination, or hidden fees we should know about?

Written by Greg Hammond
Updated over a week ago

Do you provide phone support?

Written by Greg Hammond
Updated over a week ago

Can I import my database?

Need us to import or migrate existing data from another system?

Written by Isaac Simon
Updated over a week ago

My Invoice Needs To Be Revised - How Do I Go About Adjusting?

What do I do when my invoice is incorrect or needs to be adjusted?

Written by Kyle Minckler
Updated over a week ago

Can we install CharityTracker on our own server?

Written by Greg Hammond
Updated over a week ago

Can we export our data if we don't want to use CharityTracker anymore? What format is the export in?

Written by Greg Hammond
Updated over a week ago

Where is our data hosted?

Written by Greg Hammond
Updated over a week ago

Who owns the data we record in CharityTracker?

Written by Greg Hammond
Updated over a week ago

Is our data backed up in case of an emergency?

Written by Greg Hammond
Updated over a week ago

What database engine does CharityTracker use?

Written by Greg Hammond
Updated over a week ago

Is CharityTracker available in a language other than English?

Written by Greg Hammond
Updated over a week ago

How does your refund policy work?

Written by Greg Hammond
Updated over a week ago

What if I don't see the network in my area that I want to join?

Written by Greg Hammond
Updated over a week ago

Does Simon Solutions provide training for CharityTracker?

Written by Greg Hammond
Updated over a week ago

What is the charge for custom reports or other customizations? (outside of current functionality)

Our development team is available for custom reports and other customizations -- let us know what you need and we can provide a quote.

Written by Kyle Minckler
Updated over a week ago

Who has access to my data?

Written by Greg Hammond
Updated over a week ago

What are the Terms of Service?

Written by Greg Hammond
Updated over a week ago

How long until my agency/organization can use CharityTracker?

Written by Greg Hammond
Updated over a week ago

Database Backups

Are there database back and restore procedures?

Written by Kyle Minckler
Updated over a week ago

Who can subscribe to CharityTracker?

Written by Greg Hammond
Updated over a week ago

What are the system requirements for CharityTracker?

Written by Greg Hammond
Updated over a week ago

What do I need to use CharityTracker?

Written by Greg Hammond
Updated over a week ago

How secure is CharityTracker?

Written by Greg Hammond
Updated over a week ago

Which browsers can run CharityTracker / Oasis Insight?

Written by Greg Hammond
Updated over a week ago