The purpose of this user guide is to outline all features and functionality available in Primero. The forms built into Primero are configured to the in-country forms currently being used, and aligned to standard operating procedures currently in practice.
When logging into Primero, you’ll see Username and Password fields. Click in the Username field and type in the unique user name provided to you by your System Administrator. Then enter your password in the field below and click LOG IN. If you have forgotten your password, you must contact the system administrator who will provide you with a temporary password.
Depending on your organization, you may be able to log into Primero with your organization’s account email or username. If your organization has this ability, you should receive a confirmation email, as illustrated in the below image.
If you do not have a linked organizational account, click “Log in with Primero username” to proceed as mentioned above.
Note that access to features and functionality varies depending on the user you are: Case Worker, or FTR manager.
The different type of users and their access vary depending on the implementation. Generally the roles are defined below:
- Case Worker: create and edit only my own cases only
- Case Manager: view only the cases which are managed by case workers under their supervision
The Navigation Menu appears at the left side of your screen where you can quickly navigate to the options which are available to you in Primero. The type of information that appears here will depend on the type of work you do for your organization. For instance, social workers, managers, and agency administrators will each see cases which are tailored to their level of access as mentioned in the previous section.
You can access this menu from any page of the app.
On smaller devices, such as tablets or phones, you will need to click or tap on the menu button to show the Navigation Menu. The menu button will appear at the top left of your screen.
The Dashboard ("Home") is where you can quickly find information about the records you manage in Primero. The type of information that appears here will depend on the type of work you do for your organization. For instance, social workers, managers, and agency administrators will each see dashboards which are tailored to the needs of their day-to-day work.
A few notes about dashboards:
- You can always get back to the dashboard by clicking on the "Home" link in the Navigation Menu.
- Clicking on any of the numbers in the dashboard sections below will take you to a list of the records which that number represents.
- In general, numbers in the dashboard represent records to which you have access. For example:
- If you are a case worker, you have access to only your own cases, numbers in the dashboard will reflect only those cases which you manage directly, or which have been referred to you.
- If you are a Case Manager and have access to all the cases managed by users in your team (user groups), the numbers in your dashboard will reflect these cases.
- Administrator dashboards generally reflect all records in the system.
- Dashboard numbers also tend to represent only open records. Unless the dashboard explicitly mentions closed records, assume that it represents only open ones.
- Dashboard numbers also exclude disabled records.
Case Worker Dashboards
The image below shows an example of the dashboard you might see as a case worker when you first login to Primero.
- Cases by Assessment Level - This section tells you how many of your cases are at each "Risk Level"
- My Cases - This includes two indicators:
- "Total" - The total number of cases you manage
- "New and Updated" - A case is included in this number if 1.) a supervisor has just assigned it to you; or 2.) another user in the system has added information to the case since the last time you saw it.
- Shared with Me - This shows you the number of cases which have been referred or transferred to you. We will review referrals and transfers in a later section.
- Shared with Others - This shows you how many of your cases have been referred or transferred to someone else in the system. We will review referrals and transfers in a later section.
- Approvals - This tells you how many of your approval requests are pending, approved, or rejected by a case manager. Each type of approval appears with its own column.
- Workflow - Individual Cases - This tells you how many of your cases are at each stage of the case management workflow: New, Assessment, Case Plan, Service Provision, Service Implemented and Closed. Read more about the workflow stages in the Workflow Status Bar section below.
Case Manager Dashboards
Below are some examples of sections which may appear in your dashboard if you are a manager.
- Cases by Assessment Level - See description above.
- My Group's Cases - This shows the total number of open and closed cases managed by all of the case workers in your team.
- Shared with Me - See description above. Note that, because the user in the example is not able to receive referrals, they only see information on the number of cases which other users have transferred to them, and which still have not been accepted. We will discuss referrals and transfers in a later section.
- Shared with Others - See description above.
- Shared from My Team - This is similar to the "Shared with Others" section, except that it shows how many of the cases managed by each of the case workers in your team have been transferred or referred to other users.
- Shared with My Team - This is similar to the "Shared with Me" section, except that it shows how many of the cases other users have referred or transferred to case workers in your team.
- Overdue Tasks - This section shows how many of your team's cases have tasks past their due dates. This is broken down by case worker and by the four types of tasks: Assessment, Case Plan, Service, and Follow Up.
- Workflow - Team Cases - For each case worker in your team, this section shows how many cases are at each stage of the case management workflow.
CP Administrator Dashboards
The below image gives an example of the sections you may see in your dashboard if you are an administrator.
- Cases by Location - This table shows the number of cases registered in each location. For each location, the table also shows:
- "Open Cases" - Total number of open cases registered in this location.
- "New (Last Week)" - Cases registered in this location 7-14 days ago.
- "New (This Week)" - Cases registered in this location 0-7 days ago.
- "Closed (Last Week)" - Cases registered in this location which were closed 7-14 days ago.
- "Closed (This Week)" - Cases registered in this location which were closed 0-7 days ago.
- Cases by Protection Concern - Shows the number of cases with each type of protection concern, broken down by:
- "All Cases" - This includes both open and closed cases.
- "Open Cases" - This includes only cases which are still open.
- "New (This Week)" - Open cases registered 0-7 days ago.
- "Closed (This Week)" - Cases which were closed 0-7 days ago.
As a Case Worker, if you click on the "Tasks" link in the Navigation Menu, you will arrive at the Tasks page.
Here, you will see the incomplete Tasks present for all of the cases you manage. Primero automatically generates Tasks for four types of actions: assessments, case plans, services, and follow ups. For each Task, the list shows:
- Case ID
- Name of the Case
- Priority Level (also called "Risk Level")
- Type of Action
- Due Date
- Status (either "Overdue" or "Almost due")
Primero automatically generates Tasks based on information you fill out in the Case forms. Each type of Task action has a date field in the Case forms that acts as its due date. As soon as a user enters a date value into one of these fields, Primero generates a Task with that due date. To find out which field sets the due date for a Task, hover over the due date for any Task you find in the Tasks page.
Each type of Task action also has a date field in the Case forms which marks the Task as "complete". Once a user enters a date value into this field, the Task is marked as "complete" and disappears from the Tasks list.
To complete a Task, click on that Task in the list. You will arrive at that Task's Case, on the form which corresponds to that Task and contains its "complete" field. (Note: Usually the "complete" field for a Task will have help text which is assistive text under a field to let you know it is used to complete a Task.) For example, if I click on a Case Plan Task, I will arrive at the Case Plan form for that Case. This form contains the field "Case Plan Initiated". If I fill out this field, the Task will be completed and will disappear from the Tasks list.
Tasks. Below is a list of the fields used for each type of Task action in the Primero configuration.
- Due Date: "Date Assessment Due" on the "Child’s Details” form
- Complete: "Date Assessment started" on the "Assessment Status" form.
- Case Plan
- Due Date: "Date Case Plan Due" on the "Assessment Status" form.
- Complete: "Date Case Plan Initiated" on the "Case Plan" form.
- Due Date: "Implementation Timeframe" on the "Services" subform.
- NOTE: Each Service subform entry will generate its own Task.
- NOTE: "Implementation Timeframe" is a dropdown, not a date field. In some configurations, the "Appointment Date" field is used to set the Task due date instead.
- Complete: "Service Implemented On"
- Follow Up:
- Due Date: "Follow up needed by" on the Follow Up subform.
- NOTE: Each Follow Up subform entry will generate its own Task.
- Complete: "Follow Up Date" on the Follow Up subform.
There are three main types of records in Primero: Cases, Incidents, and Tracing Requests. In the Navigation Menu, below the Tasks link are the links to the List pages for each type of record. These are the Case List, the Incident List, and the Tracing Request List. Depending on the work you do for your organization, you may only have access to one or two of these pages. For instance, in most Child Protection contexts case workers only deal with Cases, and so only have access to the Case List. For this reason, we usually use the Case List as an example when discussing record list functionality.
For more information on how record lists work, please see the Navigating Record Lists section.
In the Navigation Menu, below the Exports link, you should see the Support link. Clicking on this will bring you to page with contact information for your system administrator, as well as links to support forums and documentation.
My Account and Password Change
In the Navigation Menu, below the Support link, you will see a link with your username. Click this to go to the My Account page.
Here, you can see details about your user account. Click the Edit button at the top right of the page to update any of these details or to change your password.
Here, you will be able to update the following:
- Full Name: The name managers and administrators will see when looking at your account.
- User Code: User codes are used in the system-generated CPIMS+ ID and will only appear if your CPIMS+ has been customized to show your user code on records that you create
- Password: Must be at least eight characters and contain both letters and numbers.
- To update your password, please click the "Change Password" link. Otherwise, your password will stay the same.
- If you forget your password, contact the system administrator to provide you with a temporary password.
- Language: This will be the default language in which you will see the application.
- Phone: Allows other users, such as managers or administrators, with the ability to view your profile to contact you.
- Email: Will be used for any email notifications to able to accept or reject transfers. It is required that all users have a functional email address to ensure they are able to receive email notifications from Primero and email notifications are enabled.
- Services: Any services you will be providing through Primero. This will determine whether and when you appear as a potential recipient for record referrals.
- Position: Your official title within your organization.
- Current Location: The location where you are always or most-often based. This will determine whether and when you appear as a potential recipient for record referrals and transfers.
- Receive email notifications: This should be enabled to ensure case workers are able to you receive email notifications, including the following:
- Cases assigned, transferred, or referred.
- Requests from other users for you to transfer one of your cases to them.
- Manager approvals and requests for manager approval.
Click the SAVE button once you are finished making changes.
When you have internet connection, you will see the “Online Mode” symbol at the top of the Navigation Menu. This means that Primero has full functionality.
If you lose your internet connection or choose to work offline, you will be in “Offline Mode,” as indicated in the images below.
When you are in Offline Mode, you will have limited functionality.
You will be able to create and save new cases, but your changes
will not be submitted until you are back online.
- You will only be able to access and edit records that you have accessed previously during that session. (A user session begins when you log-in to Primero or access a particular computer or network. It ends when you log-out of Primero, or shut down the computer.)
For example, in the image above, the cases you were working on before you lost connectivity (ie. Maxwell, Robin, and Angelica) are still accessible from the Case List. All the other cases are greyed out and inaccessible until you are back in Online Mode.
This means that if you are planning to go into Offline Mode, you should open any Cases you will want to edit or access while still online. You do not have to edit the case itself, just opening it is sufficient.
Only certain actions will be available in Offline Mode (such as
requesting approvals). Note that these actions will only get
submitted to the system once you are back online.
- Some pages, such as Tasks and Exports, are unavailable in Offline Mode.
IMPORTANT: Note that if you choose to log out while in Offline Mode, you will not be able to log back in until you are online again. Additionally, if you log out, any changes you made while offline will be lost. There is unfortunately no easy technical solution for logging in while completely offline in Primero v2. PWA’s are a relatively new technology. In order to log in while offline, we would require storing user credentials in your browser which is unsafe and is a security risk.
NOTE: If you are using a VPN, or if your organization has provisioned your device with advanced security settings, you may not be able to use Offline Mode. Before attempting to use Primero in a low-connectivity setting, try using Primero at home or in your office, and switch on your device's "Airplane Mode," which cuts your device's internet connection. If you do not see the "Offline" notification appear in Primero, then Offline Mode may not work on your device. This means information you enter while you are offline will not be saved. If you are unable to use Offline Mode, please talk to your organization's ICT team about how to update your device's settings.
Navigating Record Lists
Searching for Records
On all of the record list pages, you will find a search bar at the top right of the page. When you perform a search, Primero compares your query against the following fields for each record type:
- Cases: “Long ID,” “Case ID,” “Name,” “Nickname,” “Other Name,” “National ID Number,” and “Number of Other ID Document,”.
- Incidents: "Long ID," "Incident Code," "Account of Incident," "Survivor Code", and "Incident ID IR."
- Tracing Requests: “Long ID,” “Inquirer ID,” “Name of inquirer,” and “Nickname of inquirer.”
Note: You can search and filter the record lists at the same time (example: Search for Cases with the name "Smith" while filtering for only Male Cases with a Risk Level of "High").
Searching for Cases Managed By Other Users
Some users have the ability to search for and view limited information about records managed by other users. When users with this ability perform a search and arrive at the Search Results page, they may see Cases for which they have full access (for example, a Case they manage) as well as Cases for which they do not have full access (for example, a Case managed by another user at another organization or district).
When the user clicks on a Case in the Search Results page...
- If they have full access, they arrive at the View Case page.
- If they do not have full access, the View Details modal appears.
The View Details Modal
The View Details modal displays a small set of fields about a Case. This allows you to see some limited information about a Case managed by another user, without endangering the data confidentiality of the Case.
You can see a button labelled Request Transfer at the bottom of this modal. For more information on this action, please see the Requesting a Case Transfer section.
NOTE: Depending on the system's configuration, you may also be able to see the Case's photo in this modal.
For more information on configuring the View Details modal and which information appears there, please see the Primero Administration Guide.
On the right side of all of the Record Lists, you will see the Filters Panel. Filtering is an efficient way to find the record or records that need your immediate attention. Filtering allows you to search for a case with a particular feature - e.g. all cases of women (in which case, you will filter by 'Sex'). Or cases of a certain age group. Filters in Primero allow the user to search for cases by risk level, case status, etc.
NOTE: By default, the record list pages will only show records which are open and enabled. You can choose to show closed or disabled records using the "Status" and "Enabled / Disabled" filters.
The most-commonly-used filters are always visible at the top of the Filters Panel. To expose more specific filters, click the "More" button below the panel. To re-hide these, click "Less".
Once you have set one or more filters, click the "Apply" button at the top of the Filters panel to update your list results. To clear the filters you have selected, click the "Clear" button.
You can also save a set of filters for later use by clicking the "Save" button at the top of the Filters Panel. This opens the modal pictured below.
Enter a name for your new saved search and click "Save". Once the search has finished saving, click on the "Saved Searches" tab at the top of the filters panel.
Here, you can find the search you had saved earlier. Click on the saved search to apply the filters that were saved. To delete a saved search, you can click on the trash can button next to it.
Viewing and Editing a Record
In the Case List, you can click on any Case to see more details. You will arrive at the View Case page. On this page, you can only view information about the case; you cannot edit it. In order to edit information about the case, click the "Edit" button with the pencil icon at the top right of the page.
You should now be able to update information about the case. Once you have made changes, click the SAVE button in the header. NOTE: If you do not click the Save button, your changes will be lost.
You can find more details on this topic in the Creating, Viewing, or Editing a Case section. Note that depending on your permissions, for example if you are a case worker you can only edit your own cases and if you are a manager or administrator you are able to view records, not edit.
Workflow Status Bar
On the view and edit pages for a Case, the user will see the Workflow Status Bar. This tells the user which stage of the case management workflow the case has reached.
The Primero configuration has the following workflow which is aligned to the inter-agency Case Managment Task Force forms:
- New - When the case is first opened, before any services are added, the status bar will highlight the "New" status.
- Assessment - This status is set when the case worker enters the date in "Assessment requested on" field on the Assessment Status form.
- Case Plan - This status is set when the user records a value for the "Date Case Plan Initiated" field on the Case Plan form.
- Service Provision - If the user adds an entry to the Services subform, this status gets set.
- Service Implemented – This status is applied when all services are marked as complete.
- Closed - This status is applied when a user performs the "Close" action on a Case.
- Reopened - This status is applied when a user performs the "Reopen" action on a Case. In this situation, the "Reopen" status appears where the "New" status normally appears in the Workflow Status Bar. This indicates that the case management workflow has started from the beginning.
Navigating Case Forms
When you are viewing, creating, or editing a record in Primero, you can move between Forms using the Form Navigation Menu, which appears on the left side of the screen. Forms in Primero have been customized from the Global Inter-Agency Case Management Task Force Forms:
You will notice that some Forms appear under a collapseable header. This is called a Form Group. In the above image, "Identification / Registration" is a Form Group, which contains a number of Forms, including "Individual Details." When you click on a Form Group, the Form Group opens, and you arrive at the first Form in the group. Click on any other Form in the group to view that Form. To collapse an open Form Group, click on it again.
Creating, Viewing, or Editing a Case
Creating a Case
To create a case from the Case List, click on the NEW button. You will see a modal like the one pictured below.
- First run a search to check whether a record already exists for the individual you are registering.
- You can type the individual's name or ID into the search bar and then click the SEARCH button at the bottom right of the modal.
- If there is a match in the system, you will be taken to a search results page, which may include Cases managed by other users. (For more information on how to search read the Searching for Records section.)
- You may request a transfer of the case if you find a match in the system. Refer to the transfer section on how to proceed.
- If there is no match or if you do not search for an existing case, you can skip and create a new case on the bottom left of the modal.
You will be prompted to review a series of options concerning the individuals consent and legitimate basis.
Selections made on the consent and legitimate basis will appear on the “Consent & Assent” form.
Once you have reached the new case page, you can navigate to different forms as described in the “Navigating Case Forms” section.
Editing a Case
To edit a case, enter the case record and click the EDIT button. The page will then allow you to edit information in the forms.
There are a number of different field types which you can edit differently.
- Text Field - Type normally using your keypad or keyboard.
- Text Area - Similar to the Text Field, but the field expands as you type, allowing you to enter more information.
- Date Field - Opens a calendar widget where you can directly select the correct day, month, and year.
- To go to another calendar month, click the side arrows to navigate forwards or backwards.
- To choose another year, click on the year at the top left of the widget and select a year from the scrolling menu.
- Clicking "OK" sets your choice; "Clear" returns you to today's date; "Cancel" does not make any changes.
- Date-Time Field - Similar to the Date Field, except that you can specify a date as well as a time.
- Tick Box - Select the tick box if the statement in its label is true.
- Select Dropdown - Select an option from the dropdown menu. You can also try typing a word into the select field to narrow down the menu and find a desired option faster.
- Multi-Select Dropdown - Similar to Select Dropdown, but you can select more than one option from the dropdown menu.
- Radio Button - Similar to Tick Box, click on the correct answer.
- Numeric Field - Type a number into the field. Non-numeric numbers will return an error.
You may be required to complete certain fields. Required fields can be identified by the star next to the field name. You will receive an error if you try to save the Case before filling out those fields. Red error messages will appear on the corresponding forms in the Form Navigation Menu to further help you identify the required fields.
If you enter a field incorrectly, the system will return a similar series of error messages and alerts when you try to save the case. In the example below, a negative age and a “Date of Birth” in the future cause errors until those fields are fixed.
Some fields may have help text, which is grey assistive text under a field to help you determine what the field is used for.
Some fields may have guidance text, which is a more detailed summary of the field.
For more information on how to set which fields are required and other data constraints, please see the Primero Administration and Configuration Guide.
Some Forms contain information that is entered multiple times. For example, a case worker might fill out the Name, Age, Date of Birth for multiple family members on the same Case. In situations like this, Primero organizes information in Subforms.
When you click into a Form that contains a subform, you will see an ADD button. Click this to add a Subform Entry.
A modal will appear. Here, you fill out information about the entry you want to add. For example, on the "Family Details" subform, you might add information about the Case's sibling.
When you are done filling in information, click ADD at the bottom of the subform modal. Note that if you click CANCEL instead, you will lose all of your changes.
If multiple subforms are added in this way, they will be listed in collapsed form. Each can be reopened by clicking on the right-side arrows. Once you are finished with your edits, click UPDATE at the bottom of the subform in order to add your changes.
To remove a subform, click on the trashcan icon on the collapsed subform. A modal will appear asking you to confirm your decision.
To upload PDF, TXT, DOC, DOCX, XLS, XLSX or CSV files, go to the “Other Documents” form. The maximum size of an upload is 10MB. You can upload up to 100 documents in 1 case record. (Note: This limit applies only when using the Primero X hosted service)
Alerts help you keep track of updates to a Case's situation. Alerts are represented by small gold dots or message banners.
- On the Navigation Menu, an alert next to the Cases link keeps track of total cases with alerts.
- In the Case Records List, a small gold dot appears next to each Case with one or more alerts.
- When you click into a case, an alert in the Form Navigation Menu indicates the form with updated information.
- When you click into the form, you can see a message banner alert that informs you of the reason for the alert.
Alerts appear in any of the following situations:
- When you request approval for Assessment, Case Plan, and/or Closure. Alerts will appear on the corresponding form or forms pending approval. Once the form is approved or rejected by your supervisor, the alert goes away.
- When a supervisor adds a Note to your case. Once you view the note, edit and save your Case, the alert goes away.
- When another user directly edits a Services subform on your case. Once you edit and save your Case, the alert goes away.
The Flags button allows a case worker or manager to leave a message or a "Flag" on a record. Usually, this is a reminder to other users that they need to perform an action (example: reminding a case worker to perform an assessment or reminding a manager to approve the Case Plan).
When you click the Flags button, a modal appears with two tabs: "Flags" and "Add New Flag". The "Flags" tab will open by default. Here, you will see a list of all flags that have already been added to this record. To add a new flag, click on the "Add New Flag" tab. Here, you can enter a reason for your flag, as well as a flag date.
Once you click "Save", you will arrive back on the "Flags" tab. Here, you will see the flag you just saved.
Records which have active flags will appear in the record list with a flag icon displaying the number of active flags on that record.
When you are viewing a record, if it has any active flags, the Flags button will display a small red circle showing the number of active flags.
Once a flag is no longer relevant (example: your manager read the flag and approved your Case Plan as you requested), you can resolve the flag. To do this, click the Resolve button next to the flag. A modal will now appear where you can enter your reason for resolving the flag. NOTE: Only the user who created a flag can resolve it.
Once the flag is resolved:
- It will appear under the "Resolved Flags" header in the "Flags" tab of the Flags modal.
- It will no longer be included in the count of active flags which appears in the record list and on the "Flags" button (see below).
Some case worker and manager roles may see a page under Record Information called the “Change Log.” This page tracks all changes made to that Case, as well as the name of the user who made those changes. Changes can include simple field editing, updated subforms, and other actions such as approvals or transfers.
For more in-depth information about a subform update, click the “See Details” link on the Change Log to open up a modal window.
You will also be able to filter for a specific change by selecting the form or field. To do this enter in a specific form or field in the filter on the right.
To the right of the "Edit" button on the View Case page, you should see a small button with three dots. This is the Actions Menu.
The full list of actions (which ones you see depends on your permissions):
- Create Incident
- Close / Reopen
- Note: This action will appear as "Close" if the Case is open, and "Reopen" if the Case is closed.
- Disable / Enable
- Note: This action will appear as "Disable" if the Case is enabled, and "Enable" if the Case is disabled.
- Add Notes
- Request Approval
NOTE: When using these actions, you must follow the your local Standard Operating Procedures (SoPs). Primero does not replace normal day-to-day communications (e.g. email, text, WhatsApp) between the people and organizations that perform Child Protection work.
Assignments, Transfers, and Referrals
There are three very important actions which allow you give another user access to your case: Assign, Transfer, and Refer.
Case Managers have the ability to assign a case to a different user. If you select the Assign option, a modal will appear that allows you to select from existing users. Assigning the case will change the record owner to the selected user. The new owner will have full access to the record, and the previous case worker will lose their access.
Managers can also transfer a record to a different user. Unlike assignments, however, transfers give the recipient the opportunity to accept or reject the record. If the recipient rejects it, the record will stay with its original owner. If recipient accepts it, they will now have full ownership of the record, and the original owner will no longer have access.
When you select the Transfer action from the Action Button, a modal will appear so you can add the correct information for the transfer. Consent of the individual (or a consent override) is required. The individual providing consent agrees to share information about the case with other service providers. You may also be asked if you are transferring to a remote system (ie. someone who does not use Primero). As this feature is not currently enabled for most configurations, you can ignore this field without affecting the Transfer action.
To select the user that you are transferring to, first select the agency and location associated with the user.
Once you have selected an agency and location for your transfer, the "Recipient" field will only display users who are part of that agency and based in that location.
If the desired user is not in the drop down, it means this user does not have privileges to be transferred to or that the user does not meet the criteria selected in the Agency or Location fields.
Accepting or Rejecting Transfers
You have the ability to receive a case transfer. You can see if any cases have been transferred to you on your dashboard under "Shared With Me - Transfers Awaiting Acceptance".
When you enter the case that has been transferred to you, open up the Record Information form group and click on the Transfers / Assignments form. You will see that the status is in progress. Clicking on the menu at the far right displays buttons to either accept or reject the transfer.
If you click to accept the case, the status will change to accepted, and you will become the record owner, rather than an “Other Assigned User”. The record information is updated with this change (see below images).
Before accepting the transfer:
After accepting the transfer:
If you click Reject, a modal opens with text box for entering the Rejection Reason. When you click REJECT, the rejection reason is in the transfer subform on the Case and the transfer status is changed to 'Rejected.' You are will then lose access to the record.
Requesting a Case Transfer
If you find a record owned by another user and need full access to it, you can ask the record owner to transfer the record to you. In Primero, this is known as a Transfer Request. Your ability to perform a Transfer Request will depend on your instance's configuration. To request a transfer, first search for your case from the case list view. When you identify the case in the search results, clicking on the case will open the View Details modal.
At the bottom left of the View Details modal, you will see a button marked "Request Transfer". Click it, and a modal will appear.
Here, you will see information on the record owner and a text box where you can enter a note to the owner of the record. Click "Send Request" to submit.
Once you have sent the transfer request, the Case's record owner - if their user account is configured with an email address and the ability to receive email notifications - will receive a notification telling them about your request for a record transfer. If there is no email address, they can also accept or reject a transfer request in the system.
If the Case record owner clicks on the link in the email, they will arrive at the case record in Primero. Here they will see an alert in the Form Navigation Menu on the Transfers / Assignments form. Here, they can expand the transfer request subform to see the details of your request, including any notes you have included.
At this point, the record owner can choose whether or not to transfer the record to the user who requested the transfer.
Referring a record is a way of giving a user limited access to a record without transferring it completely. While referring a record allows the recipient to access your record, the referring user will maintain full record ownership and will be able to remove the recipient's access at any time. To start a referral, click the Refer in the Referring From Services Form section below.
The following modal form will appear and allow you to select options for your referral.
As with transfers, consent of the individual is required for referral. Consent for referral is found on the Consent form where consent has been given for the child to participate in the case management process and the individual providing consent agrees to share information about the case with other service providers.
The following fields are important for selecting a user:
- Service you are requesting the other user perform
- Agency you would like to perform the service
- Location where you would like the service to take place
Now, select the “Recipient” - who must be a user within your deployment of Primero. A list of all users that perform the service selected, from the agency selected, and in the location selected will appear. If the desired user is not in the drop down, it means this user does not have privileges to be referred to or does not meet one of the three criteria listed above.
For more information on how to specify the Agency a user belongs to, the Location where they are based, and the Services they offer, please see the Primero Administration and Configuration Guide.
Referring to a Remote System
The "Remote System" option allows you to record a referral to an individual or organization who is not using Primero. This action will generate a PDF export of some limited information about the Case which you can give to the referral recipient. To start this process, select the tick box for "Are you transferring to a remote system?"
The "Type of Referral" field indicates the level of information access your export file will include. The options in this list will generally be roles in the system which are permitted to see specific forms on the Case, depending on the role's expertise. For instance, one option might be "Medical Service Provider." Selecting this option will produce a non-encrypted PDF export file which only contains the information a Medical Service Provider would be able to see in Primero. In the example above, we have chosen a generic "Referral" type.
Revoking a Referral
The Case Worker who manages the Case can remove a referral recipient's access to a Case, usually upon completion of the referral work. To revoke a Case you have referred to another user, simply enter the Case and go to the Referrals form in the Record Information form group. Expand the referral subform for the recipient you wish to remove and click the REVOKE action in the referral's action menu.
Once you have revoked a referral, that referral's recipient will no longer have access to the Case. The referral's status changes from In Progress to Done to indicate that the referral has been closed and the recipient no longer has Case access.
Relinquishing a Referral
If you have received a Case referral, you can relinquish the referral and give up access to the Case at any time by marking the referral as Done. Go to the case record, click on the Referrals form in the Record Information form group. Click the DONE action in the Actions menu of the appropriate referral. Primero will then ask you to confirm your decision in a modal. Once you have marked the referral as Done, the referred Case will be removed from your Case List and you will no longer have access to it.
The Create Incident action on the Case Show page allows you to link an incident to a Case. When you finish entering data for the new linked Incident, select “Save and Return” to return to the View Case page. The “Associated Case” ID link also enables you to view and navigate to the Incident’s linked Case record.
Once you have saved the Incident, there are two possible ways to view/edit the Incident.
- From the View Case page: You can access any Incidents linked to a Case by navigating to the Incidents form in the Record Information form group. The linked Incidents will appear as collapsed subforms, from which you can choose to either View or Edit the incident.
- From the Incidents List: The Incident will also appear on the Incidents record list. From this page, you can also choose to View or Edit the incident.
The only way to link an Incident to a Case is to first create the Case, and then select the “Create Incident” action. If you try to create an Incident first (by clicking +NEW from the Incident List), there will be no way to retroactively link that Incident to an existing Case.
An alternative method of creating a linked Incident is to navigate to the Incidents form within the Record Information form group. Then, click the +NEW button at the top right of the Incidents form to create a new linked Incident. The rest of the Incident workflow is the same as described above.
NOTE: When a Case with linked incidents is referred, transferred, or assigned to another user, any linked Incident records are moved along with the Case record.
Close / Reopen
The Close / Reopen action allows you to change a Case's "Case Status" field. Only certain users have the ability to perform this action.
When a Case is open, this action appears as Close in the Actions menu. Clicking this action will change the Case Status field to "Closed", and the Workflow Status to "Closed". NOTE: Once a Case is closed, it will not appear by default on the Case List page. For information on how to find closed Cases, please see the Filtering section.
When a Case is closed, the action appears as Reopen in the Actions menu. clicking this action will change the Case Status field to "Open" and set the "Case Reopened?" field on the Individual Details form. It will also set the Case's Workflow Status to "Reopened".
Requesting Approval for a Form
Case workers can request a manager's approval on the following Case forms:
- Case Plan
To request approval for one of these forms, click the Request Approval action in the Actions menu.
The below modal will appear. Select the form for which you would like to request approval, then click "OK." In the example here, the user has selected approval for the Case Plan form.
Once you have requested approval, you will notice that an alert appears on the link to the corresponding form on your Case's Form Navigation Menu (in our example, this would be the "Case Plan" form). Click into this form. Note that there is an alert message at the top of the form. Also, note that the "Approval Status" field is set to "Pending." This means that you are still waiting for your manager to either approve or reject the form.
Now, click into the "Record Information" section of the Form Navigation Menu. Click "Approvals". Here, you will see a list of all approval requests and approvals made on your Case. The approval request you just submitted should appear here.
Now, go to your dashboard. In the "Approvals" section, your case will now be counted as "Pending" in the column for the form where you requested approval (in our example, this is "Case Plan").
Approving or Rejecting a Form
Managers will also have the ability to approve or reject certain Case forms. Once again, these are:
- Case Plan
A manager can check for pending approvals in the "Approvals" section of their dashboard.
The numbers here represent the number of Cases with pending approvals for each approvable form.
Using our previous example, if a manager clicks on the number for "Case Plan," they will arrive at a list of Cases with pending Case Plan approval requests. Clicking into one of these Cases, they will see an alert on the Case Plan form in the Form Navigation Menu. The manager can then click into the Case Plan form, read through the Case Plan that the case worker has recorded, and decide whether to approve or reject it.
To approve or reject the Case Plan, the manager clicks the Approvals action in the Action Menu.
In the modal that appears, the manager can select "Approve" to approve the Case Plan, or "Not Approve" to reject it. Note that the manager can also use the "The form for" dropdown to select a different form to approve. The manager can also leave a comment on their decision, which will appear both on the approved / rejected form and in the Approvals form.
Once a manager has approved or rejected the Case Plan, the "Approval Status" on that form will update to be either "Approved" or "Rejected." The alert will also disappear from the "Case Plan" form. For both the case worker and the manager, the "Approvals" section of the dashboard will show one less pending Case Plan approval. In the "Approvals" section of the case worker's dashboard, the number for "Approved" or "Rejected" Case Plans will have increased by one, depending on how the manager responded.
Case workers are able to add notes to a case record. Managers overseeing a team of case workers may want to add notes to a particular Case so that they can give the case worker guidance on case management.
NOTE: This action is particularly useful for managers who do not have the ability to edit Cases. If managers do have the ability to edit Cases, they can always add a note by editing the case, going to the Notes form, and adding a subform entry.
To add a note, in the Actions menu, click the Add Notes action.
A modal will appear. Here, you can write the subject of your note, as well as its full text. Click SAVE to add the note to the case.
When the case worker logs in and views this case, an alert will appear on the link for the Notes form in the Form Navigation Menu.
If the case worker then clicks on the form, they will be able to see the manager's note, including the subject, full text, the manager's username, and the date the note was added.
Exporting Information on Records
Primero allows users to export information about records in a number of formats. Users can export information from the View Record or Record List pages. In order to print information, you must use the export option which will download to your device.
Exports to a standard .xls file. Each form gets its own tab in the file.
All fields to which the user’s role has access.
PDF file which displays data as it appears in Primero. Not available from the list view. Does not support encryption.
Fields on all forms specified by the user, to which the user's role has access.
(Only for managers)
Excel file containing all the fields specified by the user.
All fields specified by the user, to which the user’s role has access.
To export one or more records, in the Actions menu, click Export. A modal will appear. You will see a dropdown labelled "Type of export." Click into this dropdown and select an export format.
Depending on the format you choose, you may then be able to select forms and fields to export, specify a file name, and choose a password to encrypt your export file.
If you are a manager, you will be able to generate a custom export. Select Custom as your export type, you will see the below fields appear in the Export modal.
There two formats for the Custom export are:
- Form - The user selects a list of forms or a list of fields to include in the export. Primero exports an Excel file with a tab for each form included in the export.
- Field - The user selects a list of fields to include in the export. Primero exports an Excel file with one tab, which includes all exported fields.
If you select "Form" as your format, a checkbox appears with the label "Would you like to choose individual fields for a form?"
- If you leave this un-checked, you will choose a list of forms you would like to include in the export file. All fields on these forms will be included.
- If you check this box, you will choose a list of individual fields to include in the export file. In the Excel file Primero exports, the fields you choose will be organized by form, so that each form gets its own tab.
To create the export file, click Export. A notification will appear with a link to the Exports page. Click on this.
You will now arrive at the Exports page. You can always access the Exports page by clicking the Exports link in the Navigation Menu. Here you will see a list of all of the exports you have created. When Primero is still loading an export, you will see a "loading circle" spinning next to it. If an export is ready to download, you will see a "download" icon next to it. Click on an export in the list to download the file.
NOTE: PDF exports do not appear on the Exports page. Instead, these download automatically once you submit your export.
Case workers can plan, document, and refer for services using the Services form.
To add a service to a Case, go to the Services form, and click the "Add" button. A modal will appear. configuration.
The first two fields on the subform provide information about the type of service you are providing, and in which part of the case management workflow it belongs.
- Type of Response - This field is a general category for the service and the only option for this field will be "Service Provision". When you add a service to a Case, the Workflow Status is set to be the Response Type of the most-recently-added service. For instance, if a user adds a service with a Response Type of "Service provision" the Workflow Status will be set to "Service Provision."
- Type of Service - This is the specific type of service being provided (example: "Medical Examination" or "Psychosocial Counseling"). When you enter a value in this field, Primero uses it to search for Agencies and Users capable of providing the chosen service type.
Setting a Due Date - Each service has a due date, which will appear on your service's Task in the Tasks list page. The below two fields will set the service's due date:
- Implementation Timeframe - When you select an option in this dropdown, Primero sets a due date based on the selected timeframe and the current date. For instance, if you select a timeframe of three days on October 8, your service's due date will be October 11.
- Appointment Date - In some configurations, selecting an Appointment Date sets the service due date.
Referral information (internal) - If another user in Primero will be providing this service, fill out the below fields to start the process of referring your Case to that user.
- Implementing Agency - The Agency which will be providing the service. The dropdown will only display Agencies which are able to provide the type of service you entered in the Type of Service field (see above).
- Service delivery location - Location where you would like the service to occur. To find a location in the dropdown, start typing the location's name; Primero will update the options to show all locations which match the name you have entered. Selecting a location here will narrow down which Users appear in the Service Provider Name field (see below).
- Service Provider Name - This the Primero User who will perform the service. The options in this dropdown will be all Users who are able to perform the selected Type of Service, belong to the selected Implementing Agency, and are in the selected Service delivery location. When you refer the case for this service, this User will gain temporary access to the Case.
Referral information (external) - If an individual or organization who does not use Primero will be providing the service, fill out the below fields.
- Is this a referral to an external system / user? - Check this box to indicate that this service will be provided by an individual or organization not using Primero. Checking this box also allows you to perform an External Referral for this service.
- Service Provider - Name of the individual who will provide the service.
- Service Provider - Agency or organization who will provide the service.
- Service Location - Place where the service will be provided.
Marking a service as implemented - The two fields below indicate whether and when the service was implemented.
- Service implemented - This field is disabled and the user cannot edit it. Any service saved to a Case gets a value of "Not Implemented" in this field by default. To change this fields value to "Implemented," fill out the "Service Implemented On" field (see below). Once all services on a case are marked as "Implemented," the Case's Workflow Status will update to "Service Implemented". This means this should only be completed after the service has been implemented.
- Service Implemented On - When the user fills out a date and time in this field and then saves their Case, the "Service implemented" field (see above) is set to "Implemented."
Referring from Services Form
Once you have saved the case with this new service, go to the Services form and the service you just added. A Refer button will appear on your service if:
- You have filled out the the Type of Response, Type of Service and Service Provider Name fields for your service.
- Or, you have selected the Is this a referral to an external system / user? checkbox.
Note that, if you have already referred a service, the Refer button will allow you to refer the service a second time, and will read Refer Again.
Click on the Refer button, and a modal will appear. Note that the information you have already entered about the Type of Service, Implementing Agency, Service delivery location and Service Provider Name are already filled in for you. Remember to ensure that your case has provided consent for the referral.
If you selected the Is this a referral to an external system / user? checkbox, the values you entered for Service Provider, Service Provider, and Service Location will appear in the referral modal.
Users may receive notification emails that either welcome them to the application, or alert them to changes to their cases. The following users will receive emails in the following circumstances:
- Managers whose case workers have requested approval for case plans, closures, etc.
- Case workers whose managers have responded to approval requests for case plans, closures, etc.
- Users who have received a case transfer
- Users who have received a case assignment
- Users who have received a case referral
Welcome emails will look something like the below message. If the new user clicks the "Primero" link in the message, they will be sent to the system login screen. Once again, users will only receive welcome emails if the system has been configured to send them, and if the user in question has been set up to receive them.
For more information on how turn welcome and notification emails on or off in the system's configuration, please see the Primero Administration and Configuration Guide.
Reports allow users to see a high-level, aggregate view of data, helping them to understand trends and coming challenges in their work. Administrators will be able to navigate to the Reports section of the application and view existing reports but not edit them or create new ones, while managers will have the ability to view, create, and edit reports.
Creating a Report
To create a report, first click on Reports in the Navigation Menu. You will see that there are already a number of pre-built reports which you can view at any time. To start your own, click the NEW button at the top of the screen. Complete all of the fields as detailed below, and then click SAVE to generate and view your report.
Name and Description: Type in a title for the report, so you can find it on the Reports List later.
Module and Record Type: Specify the module and type of records you want to draw the records from for your report. Below, we have chosen the Child Protection module, and the Case record type.
Rows and Columns: Group your data by row and by column by selecting one or multiple fields from a dropdown menu. The options in the menu depend on the type of record and module you selected above. For instance, if you selected Case records, you will only see the fields that would appear on a Case record form, as opposed to an Incident record.
It is possible to select more than one attribute per row or column, for further subdivision of data. Then the first item you choose in each field will be the outer grouping layer, with each successive item acting as a sub-categorization.
In the example below, the rows are divided by sex and the columns by marital status.
Age and Date Ranges: Select the tickboxes for age and date ranges to group these large data sets into a smaller, more manageable set of ranges.
The two images below exemplify the usefulness of this feature. The first image shows part of a sprawling report showing every age. The second shows the same report with age ranges enabled.
Generate a Graph: Select this tickbox to generate a bar graph of your data in addition to a table report.
Filters: Put filters on the records you are using to eliminate irrelevant data. The two default filters are set to ensure that reports include only "Open" and "Valid" records. You can create a filter on any field, as well as specify which values are acceptable for records being included into the report.
Viewing a Report
If you click SAVE on your report, and it saves successfully, you will arrive at the view page for your report. If you did not select the "Generate a graph" tickbox, you will see a data table representing your report. If you specified that your report should generate a graph, you will see the graph followed by the table report.
Note that the columns of your report contain a “Total” column, which shows the aggregate for each row. The numbers in each of your columns may not add up to the number in your total column, since many fields will go undefined by the workers doing registration. For instance, in the example above, there were a total of 30 female cases, but only 5 in which the marital status field was filled out.
If you wish to view only the cases that contain relevant data, you can select EDIT to go back into the case. Then, create a new report filter and select the "Is not blank?" tick box. Once saved again, the report generated with this criteria has a Total column that only calculates based on the completed fields.
Some administrative users and team managers may have access to the Audit Logs. To access this feature, click the Settings link in the Navigation Menu. Once you are in Settings, click "Audit Logs" in the Settings Navigation Menu.
The Audit Logs page shows you a list of all actions which users have committed in the system. Each row represents a different action, including the username of the user, the type of action, the type (and sometimes the ID) of the record on which the action was performed, and the date and time of the action. Using the filters menu to the right of the list, you can limit which audit log entries are displayed. You can filter by date and time or username. To apply a set of filters, click "Apply," and to clear out all filters, click "Clear."
NOTE: The Audit Logs do not contain identifiable information from records. For instance, an audit log entry might tell you that the user "john-case-worker" edited a case with the ID "abcd123" at 10:15 on October 1, 2020. However, it will not tell you what specific information was added to the case.
 Disabling a case equivalent to deleting a case in the sense that it will no longer be visible for the case worker but remains in Primero for recording purposes.
 Disabling a case equivalent to deleting a case in the sense that it will no longer be visible for the case worker but remains in Primero for recording purposes.