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Comment: just edited some typos, and updated DHHS to DFFH

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The validation process is primarily an agency responsibility. Twice a year, agencies are required to validate each of their client records. If the agency has no clients, then they can validate their agency as having no records at this time.
Clients require re-verification from time to time in order to ensure the data is kept accurate. This process will typically be required twice a year currently in April and October. 

How an agency revalidates clients

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There is sometimes confusion on this point because it's sometimes the case that the same council officer is both a VPR Coordindator Coordinator for their council and an Agency Coordinator for their HACC service.

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See if you can find the address in https://mapshare.vic.gov.au/mapsharevic/ if it is not there, then contact the council to see if they can figure out why it is not in VicMap.


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3. I am trying to change the status of a client in Crisisworks but I do not see an 'Edit' button, just 'Comment' and 'Remove'.

As a VPR Coordinator, you do not have the ability to edit a Client record, only Agency Users have this level of access.

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  1. There is an Agency responsible for this Client.
    Contact the responsible Agency and ask them to add the Client into the VPR. The system should recognise that the Client already exists and prompt the Agency to add an 'exisiting' Client. 

  2. There is no responsible Agency.
    The Emergency Management contact at your regional DHS DFFH office should be able to provide advise.

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5. I have a Client with no Agency, what do I do?


It is possible, and valid, in the VPR system, for an Agency to remove themselves from a Client if they no longer provide services for that Client.
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When an Agency removes a Client, they are presented with two options:
  1. The Client is still vulnerable but is no longer receiving services from your Agency.
    Here the link between the Client and the Agency is removed, but the Client remains active in the VPR because they are still considered vulnerable.
  2. This Client is no longer vulnerable. When this option is selected,  the Client is  remove  removed from the VPR system altogether.
When the first option is selected the Client remains visible in the VPR system but they are not linked to an Agency.
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As the VPR Coordinator, when you see that a Client has no Agency, DHHS DFFH suggests undertaking the the following:
  1. Contact the last known Agency to confirm the Client's address and whether they are to remain on the Register (ie the Client is still vulnerable). To find the last known agency, look at the Activity Log on the Client page, you should be able to see the last Agency attached to the Client.
    a) If the Client is no longer vulnerable, and should no longer be listed in the VPR, as the VPR Coordinator, you have to ability to remove the Client record.
    b) If the Client is still vulnerable,  seek the details of the client's current service provider (ie Agency) if known.

  2. If known (from step 1) contact the clients current Agency and ask them to add them as their Client in the VPR.
  3. If the current Agency is not knowknown, where possible, contact the Client listed on the Register directly to confirm their information and circumstances.
  4. If the Client can not be contacted, attempt to contact the Client's emergency contacts to establish if the individual still resides at the listed address and is still vulnerable.
  5. After exhausting all local options, and you can not match the client to an Agency, you can contact DHHS and DFFH and request that the Client be referred to the Red Cross Emergency Services.


6. How do we consolidate agencies?

Overtime, as different people come and go from an organisation, you might find that the same agency has been added into the VPR more than once and their clients are spread across these agency account and they wish to consolidate them. To do this:

  1. Select one agency as the 'main' one you which wish to keep and move all clients to.
  2. An agency user of the 'main' agency, should login and add all the clients you want to move across from the agency you want to close.

    When they go through the process of adding the client, if they use the matching name and date for birth of an existing client, the VPR will pick up that the vulnerable person is already in the system and ask the agency if they want to add the existing client, or create a new one. This will set up 'main' agency as the secondary agency for these clients.

    This process is outlined in the online documentation that you can forward to the agency as well - https://datalink.atlassian.net/wiki/spaces/KB/pages/105235312/For+Agency+Users#ForAgencyUsers-ExistingClientCheck


  3. Log in as the agency user for the agency to be closed. For each client go through the removal process, this will include an option to transfer the client to the secondary agency - in this case it will be the 'main' agency due to the steps followed in point 2 above.

    ​The process of removing a client and changing there agency can be found here - https://datalink.atlassian.net/wiki/spaces/KB/pages/105235312/For+Agency+Users#ForAgencyUsers-ChangingwhichagencyisthePrimaryAgencyremovePrimaryAgency


  4. Once all the clients are moved, as the administering LGA coordinator for agency to be closed can now deactivate/remove the unwanted agency. Before doing so, they may want to ensure that those agency users, aligned to the closing agency, who need continued access, are set up with a user account for the main agency.



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Agency Users

1. My client has an RMB address, and it cannot be verified in Vicmap. What do I do?

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