# Customer Service Management : Automatically Report to CHSP Data Exchange The Department has implemented improved programme performance reporting processes in new grant agreements. The Data Exchange applies to most client-based programmes in DSS, and will progressively introduce standardised, prioritised, and collaborative reporting processes. The Data Exchange provides a streamlined IT solution for data capture and reporting for over 46 Commonwealth programs across the Department of Social Services as well as some programs from the Department of Health and the Attorney-General’s Department. Under the Data Exchange, data requirements are divided into two parts: a small set of mandatory priority requirements that all funded services must report, and a voluntary extended data set that providers can choose to share with the Department in return for relevant and meaningful reports, known as the partnership approach. We will start by setting you up with the DEX portal, then connecting Comm.care to it and finally linking the rest to the portal. Let’s get started; ## Get Access to the DSS Data Exchange You need to have access to the DSS Data Exchange web portal, here’s how you do that: 1. Obtain an AUSkey certificate. If you are not already registered for AUSkey, registration information is available on the [Australian Business Register website](https://abr.gov.au/AUSkey/). 2. Obtain access to the DSS Data Exchange web portal, follow the instructions on [DSS Data Exchange Task Card 1](https://www.dss.gov.au/sites/default/files/documents/07_2014/task_card_1_-_how_to_access_the_dss_data_exchange_final_v1.pdf). **We recommend registering more than one person to the portal.** 3. Submit a DSS Data Exchange System User Request Form with a tick on _System Account_. The system account is used by Comm.care to log in to DEX to submit transactions on your organisation’s behalf. You can find the [DSS Data Exchange System User Request Form](https://dex.dss.gov.au/dex-user-access-request-form) here. > _The DSS Data Exchange helpdesk is excellent. Don’t hesitate to contact them by email_ [[email protected]_](mailto:[email protected]) _or on 1800 020 283 if you have any questions._ ## Set up DSS on Comm.care Once you receive the confirmation email from the department, let's connect Comm.care to DEX: **Step 1**: Go to your organisation’s section, click on your organisation's profile on the right to open detail **Step 2**: Open the _Funding Source_ tab, then click _Edit_ **Step 3**: Add funding source: _Department of Social Services_, the section for _DEX Data Exchange_ will appear **Step 4**: Enter _DSS Username_ and _DSS Password_ as provided on the department’s email **Step 5**: Click on the _Synchronise_ button and wait for Comm.care to initialise integration with DEX **Step 6**: Click _Save changes_  When you click _Save Changes_ Comm.care will connect to DEX with your credentials and retrieve the organisation details. > _**Note** the Synchronised with DSS message on the right side of the screen._  ## Connect your services to DSS Now let’s create the services that you are going to be providing to your clients that are funded by the Department of Social Services. Go to the _Services_ on your organisation and click on _Add New Service_. The create new service screen will appear:  When the organisation is approved for CHSP’s DSS funding the contract states _Programme Activities_ that are funded to be delivered, on this case Activity Name is _Community and Home Support_ for _CHSP_ funded services. Comm.care retrieves this information for you so you only have to select it. > _If the organisation provides multiple programs all with the same funding source you should create multiple services and connect them to the same Outlet and Activity name. This will also enable you to report by program in Comm.care. On DSS they will be seen as one._ ## Managing DEX Clients from the Circle Profile Now that the organisation is fully setup to work with DEX, lets see how to add new _Clients_ on DEX from Comm.care. Go to _**Organisation > Circles**_ and click on _**Add New Circle**_:  On the step two, when you click on the question mark `?` icon next to each optional mandatory field, it will show you that the fields are sent to DEX, or MDS, or SHS.  The department defines _Optional Mandatory_ fields as required depending on the delivered service. As an example; - For client 1 Accommodation Setting is a required field as CHSP Social support is being delivered - For client 2 Month and Year of first arrival are required as Settlement services is being delivered. > _**Commonwealth Home Support Programme (CHSP) specific data**_ > _Where the case is delivered under the Commonwealth Home Support Programme (CHSP), added clients will require the following specific information added to their profile before you can add them to a session within the case. - Accommodation Settings (Type) - Household Composition (Living Arrangements) - DVA Card Status - Has Carer (Existence of Carer)_ Finally, when you first enter the client information on Comm.care we don’t send the transaction to DEX because the Client could be receiving DSS funded service, or not. For this reason Comm.care adds the _DSS Client_ on DEX when a DSS funded service is planed on the _Roadmap_. Let’s do that on the next section. ## Managing DEX Cases from the Circle’s Roadmap According to the Department, a case is the first step in recording service delivery information within the Data Exchange. A case reflects how you deliver a service on the ground. Since **Comm.care is Person Centered Planning**, the _DSS Case_ maps from Comm.cares _Circle’s Roadmap_.  When you select the DSS funded service, created before, Comm.care will automatically show fields necessary to create a _DSS Case_. On the _DSS Clients_ section, select the Client created on the previous step. If the dropdown doesn’t show any clients, it means that some DSS Required fields weren’t entered, just go back to the _Profile_ and complete all fields Required by DSS. > _**The Partnership Approach**_ > _Comm.care supports Partnership Approach. If your organisation opts to participate in the Partnership Approach you can choose to record where the client was referred from and the reasons they are seeking assistance._ When you click save, Comm.care will automatically create the new DSS Client and then DSS Case on the Data Exchange (DEX) on your behalf. For this reason pay special attention at the _DSS Syncronisation_ message that will report if there were any errors with the information in the DSS Client or DSS Case. ## Managing DEX Session with Circle’s Progress Notes One of the great benefits of Comm.care is that the support workers can enter their progress notes on the road, no need to go back to the office and handling numerous Excel spreadsheets and Word documents. When the support workers create a _Progress note_ based on an appointment in the calendar, Comm.care will send the transaction to DEX to create the sessions as they occur. There is no need to compile all the occurrences into a convoluted XML file or manually enter thousands of sessions on the DEX Portal on the 30 of July.  **Note** how Comm.care has automatically populated; - _Time_ and _Date of occurrence_ from the appointment - _Quantity_ and _Fees charged_ from the Roadmap - _Services_ entered on the Roadmap. - You will notice that other fields might appear depending on the _Service Type_. As an example; if _Service Type_ is _Home Modifications_ you will also need to enter _Total Cost_ (of the Home mods) and _Extra Items_ to detail what was done. > _Because the Department of Social Services only records the services that were actually delivered you will notice that Comm.care only sends the services with Status = Provided . If you change the status from Active to Cancel Comm.care will delete the DSS Session for you._ ## Reporting DEX transaction status Even though the users can see the status of the transactions sent to DEX, it is a good idea to check the general status of all the transactions. To do this, go to the _DEX Request_ section inside your organisation and look at _All_ transactions listing. If you see a failed transaction, check whether it wasn’t successfully sent again later. If it wasn’t, you can resend the transaction by clicking on the `Repeat Request` button. If there was a problem, an error message will appear.  So there you go! This is how your organisation can become a lean, mean, caring machine instead of a backwards paper shuffling machine.