The Action Trigger Use Cases Guide contains example use cases for the following Action Triggers available in Penelope:
Action Trigger Use Cases Guide
About Action Triggers
Action Triggers enable you to send automated messages to your staff members in Penelope based a set of parameters that you define. For example, you can set up an Action Trigger to automate sending a message to the Primary Worker of a Service File notifying them that, after a new Service File has been assigned to them, they need to complete a specific Document. Someone with System Administration access to Penelope can set up most of the Action Triggers. Workers with access to the Document List can also set up Document-specific Action Triggers from the front end of Penelope.
Action Trigger messages are prompted when a worker initiates a process (for example, creates a case, assigns a client to the pre-enrollment list, or creates a Document), when a record in Penelope is in a particular state (for example, the Safety Concern flag is added to a client’s profile), or after the passage of a certain amount of time.
To further customize your Action Triggers, you can set limiting criteria to narrow when an Action Trigger is fired. For example, you can create an Action Trigger for “Case is created” but limit its use to only when the Primary Member of the case has X user defined field selected in the Individual Profile. Agencies using DSS can also set criteria based on the fields on the DSS tab of the Individual Profile.
When you set up an Action Trigger, you can choose to send one of three types of messages: alert, notification, or workflow. An alert requires action by the worker (for example, a popup message appears for the worker, and they must click “Dismiss”). A notification is a less critical or informational message that first appears as a popup message and then fades away. A workflow is a task that can be assigned to the worker including an Approval, Check List, General, New Document, or Review task.
You can also configure who receives the message. Depending on which Action Trigger category you select, you can choose to send the message to all members of a worker category or an individual worker (for example, the primary worker, the subordinates of the primary worker, all workers assigned to the record, etc.).
The Alert, Notification, or Workflow message can also serve as an escalation up the chain. For example, after a workflow task has been sent the primary worker on a Service File but not complete
Case
Type | Action Trigger | Use case |
Action
| Case File is created | After your Administration team has opened a new Case, you want to automate the completion of a supplemental Intake Document and assign the task to an Intake Manager. |
| Case is reopened | After you reopen a previously closed Case, you want to send an alert to advise your supervisor to register the client in service. |
| Case status | When a Case is closed, you want to send an alert to the primary worker(s) of previously open Service Files to send a follow up survey to the client two weeks after all services have been discontinued. |
Time-based – by day | Age of case | After a Case has been open for seven days, you want to send a notification to Billing staff to verify that all insurance and billing information has been added to the client’s file. |
| Case inactivity | If a Case has been open for seven days and the client has not been assigned into service, send an alert to all Managers advising them to follow up with Clinical staff. |
| Workflow task is incomplete X days after creation date | After you open a Case, you send a task to your Billing team to set up insurance information for the client. If the task is not complete two days after creation, you want to send a notification to the Billing manager. |
| Workflow task is incomplete X days after due date | After you open a Case, you send a Document task to the client to complete intake paperwork using the Engage functionality. If the Documents are incomplete one day after the due date, you want to send a follow up reminder. |
Monitoring | Case field | You can assign an Action Trigger to monitor any Case fields including user-defined fields. |
Funder
Type | Action Trigger | Use case |
Action | Credit is created | When a Credit is created, you want to send a notification to your Billing Manager and Program director. |
| Credit is fully applied | When a Credit is fully applied, you want to send a notification to your Billing Manager so they can advise the Funder’s accounts payable department. |
| Debit is created | When a Debit is created, you want to send a notification to your Billing Manager to email the payable amount to the Funder. |
| Debit is fully applied | When a Debit is fully applied, you want to send a notification to your Billing Manager so they can advise the Funder’s accounts payable department. |
| Invoice is created | When an Invoice is created, you want to send a workflow task to the administrative department to mail off the invoice to the Funder. |
| Invoice is fully applied | When an Invoice is fully applied, you want to send a notification to your Billing Manager so they can advise the Funder’s accounts payable department. |
| Payment is created | When a Payment is created, you want to send a notification to your Billing Manager. |
| Payment is fully applied | When a Payment has been fully applied, you want to create a workflow task to input the payment into your accounting software. |
Time-based – by day | Funder debit is outstanding | When a funder has a past due debit, you want to send a notification to Billing staff to follow up with the funder regarding their account. |
| Funder invoice is outstanding | When a funder has a past due invoice, you want to send a notification to Billing staff to follow up with the funder regarding their account. |
| Workflow task is incomplete X days after creation date | After you create a new Funder in the database, you have a workflow task for an EDI specialist to configure and test EDI settings for the funder. If the task is incomplete three days after it is created, you want to send a notification to the worker as a reminder. |
| Workflow task is incomplete X days after due date | You create a review task to analyze the current account balance for the funder. If the task is incomplete seven days after it is due, you want to send a notification to the Billing manager. |
Group
Type | Action Trigger | Use case |
Action
| A minor is added to a Group | Each time a minor is added to a Group, you want to assign a task to the primary worker to complete a parental authorization form for the child. |
| An adult is added to a Group | You want to include a 19-year-old participant in a Group where the age cut off is 18 years. You want to assign a task to a supervisor to provide approval to enroll the adult in service. |
| Group is closed | You have an ongoing Group that is run on a quarterly basis. After the current edition of the Group is closed, you want to send a notification to Administrative staff to set up the next Group in the quarterly cycle. |
| Group is created | When a Group has been created, you want to send an alert to the primary worker letting them know that there are enough people on the waitlist for the Group. |
| Non-Continuous Group capacity is reached | When the group capacity is reached, you want to send a task to the Administrative staff to extend the Group capacity or create a second edition of the Group. |
| Participant list is changed | When the Participant list of a Group changes, you want to send a notification to all group workers advising them that a change has been made to the group list. |
| Primary Worker is reassigned | When the Primary Worker is reassigned, you want to send a notification to all group workers advising them that a change has been made to the team. |
| Worker list is changed | When the worker list of a Group changes, you want to send a notification to all group workers advising them that a change has been made to the team. |
Time-based – by day | Age of Group | After a Group has been open for 90 days, you want to assign a Group evaluation form to the primary worker. |
| Group participant turns a defined age | After a participant turns 18, you want to assign a checklist to the primary worker to complete a set of tasks associated with the client aging out of the Group program. |
| Group inactivity | If a Group has had no scheduled events for 90 days, you want to send a task to Management staff to follow up with the primary worker to close the Group. |
| Workflow task is incomplete X days after creation date | When a minor is added to a Group, your agency mandates additional paperwork must be completed by the minor’s guardian which is managed through a Document task. If the task is incomplete one day after it was created, you want to send a notification to the Primary Worker reminding them to complete the paperwork. |
| Workflow task is incomplete X days after due date | When a Group is closed, you have an Action Trigger that fires with a series of checklist items. If the checklist is incomplete by the due date you want to send a notification to the Program manager. |
Monitoring | Group field | You can assign an Action Trigger to monitor any Group fields including user-defined fields. |
Group Event
Type | Action Trigger | Use case |
Action | Group Event is created | After an event has been booked for a Group, you want to send a notification to all workers advising them of the update in scheduling. |
Time-based – by day | Age of Booked Event | After three days, when the event attendance is still in booked status, you want to assign a task to the primary worker to complete a Document recording Group notes and record attendance. |
| Workflow task is incomplete X days after creation date | You have a Document task for when a client does not show for a Group Event two times in a row where the Primary Worker needs to follow up with the client in writing. If the task is incomplete one day after it was created, you want to send a notification to the Primary Worker reminding them to complete the paperwork. |
| Workflow task is incomplete X days after due date | When attendance is not recorded for a Group Event after three days, you have an Action Trigger task that fires as a reminder to the Primary Worker. If the task is incomplete by the due date you want to send a notification to the Program manager. |
Monitoring | Consecutive cancels | When a client has cancelled an appointment two times in a row, you want to assign a task to the primary worker to follow up with the client to see if they want to continue being enrolled in the Group. |
| Consecutive no-shows | When a client does not show for an appointment two times in a row, you want to assign a task to Billing staff to bill the client for their no show appointments. |
| Group Event field | You can assign an Action Trigger to monitor any Group Event fields including user-defined fields. |
Individual
Type | Action Trigger | Use case |
Action | Credit is created | When a Credit is created, you want to send a notification to your Billing Manager and Program director. |
| Credit is fully applied | When a Credit is fully applied, you want to send a notification to your Billing Manager. |
| Debit is created | When a Debit is created, you want to send a notification to your Billing Manager to email the payable amount to the client. |
| Debit is fully applied | When a Debit is fully applied, you want to send a notification to your Billing Manager. |
| Financial Concern flag is removed | When a client is no longer considered to have a financial concern, you want to send an alert to Billing staff advising them that the client can now use checks as a form of payment. |
| Individual is created | After an individual is created, you want to assign a task to the Administrative team to complete a consent form with the client. |
| Invoice is created | When an Invoice is created, you want to send a workflow task to the administrative department to mail off the invoice to the client. |
| Invoice is fully applied | When an Invoice is fully applied, you want to send a notification to your Billing Manager. |
| Message settings are disabled | When a client indicates that they no longer wish to receive event reminders, you want to send a notification to the primary workers of open Service Files advising them that the client no longer accepts external communications (i.e. emails or text messages). |
| Message settings are enabled | When a client indicates that they wish to receive event confirmation reminders, you want to send a notification to the primary workers of open Service Files advising them to update the client’s external communication settings for email and/or text messages. |
| Payment is created | When a Payment is created, you want to send a notification to your Billing Manager. |
| Payment is fully applied | When a Payment has been fully applied, you want to create a workflow task to input the payment into your accounting software. |
| Safety Concern flag is removed | When a client is no longer considered to be at risk, you want to notify all primary workers of open Service Files that the Safety Concern flag has been removed from the client’s profile. |
Time-based – by day | Client debit is outstanding | When a client has a past due debit, you want to send a notification to Billing staff to follow up with the client regarding their account. |
| Client invoice is outstanding | When a client has a past due invoice, you want to send a notification to Billing staff to follow up with the client regarding their account. |
| Client’s birth date is approaching | When a client’s birth date is approaching, you want to create a task for Administrative staff to send the client a birthday card. |
| Individual Date 1 is approaching | When you want to send a notification, alert, or Workflow item to a Worker Category based on the user-defined Date 1 field. |
| Workflow task is incomplete X days after creation date | If a task is incomplete two days after it was created, you want to send a notification to the worker as a reminder. |
| Workflow task is incomplete X days after due date | If a task is incomplete by the due date you want to send an alert to management so they can follow up with the worker. |
Monitoring | Financial Concern flag is added | When a client is considered to be a financial risk, you want to send a notification to the primary workers of open Service Files and staff members responsible for collecting payment that the client must pay upfront in cash for services. |
| Individual field | You can assign an Action Trigger to monitor any Individual fields including user-defined fields. |
| Safety Concern flag is added | When a client is considered to be at risk, you want to send a task to all primary workers of open Service Files to complete a Safety Plan document. |
Policy and Coverage
Type | Action Trigger | Use case |
Action | Client Policy is created | When a new policy is has been added to a client’s profile, you want to send a notification to all primary workers of open Service Files that the client now has insurance coverage for service. |
| New Policy coverage for client | When new coverage is available for a client, you want to send an alert to Billing staff advising them to review the new entitlements for the client. |
Time-based – by day | Group coverage is set to expire | When EAP coverage is set to expire, you want to send a task to Billing and Sales staff to negotiate the renewal of the EAP contract. |
| Individual (Private/Public) coverage is set to expire | When a client’s insurance coverage is set to expire in 14 days, you want to send a task to Billing staff to get reauthorization from the insurance company. |
| Workflow task is incomplete X days after creation date | If a task is incomplete two days after it was created, you want to send a notification to the worker as a reminder. |
| Workflow task is incomplete X days after due date | If a task is incomplete by the due date you want to send an alert to management so they can follow up with the worker. |
Pre-Enrollment
Type | Action Trigger | Use case |
Action
| High priority Pre-Enrollment entry is created | When a client is added to the pre-enrollment or waitlist with high priority, you want to send an alert to Management staff requesting that they review the client’s Pre-Enrollment entry. |
| Pre-Enrollment Worker changes | When the assigned worker on a Pre-Enrollment entry changes, you want to send a notification to the new worker letting them know that the Pre-Enrollment entry has been assigned to them. |
| Pre-Enrollment assigned to Worker | When a Pre-Enrollment entry is assigned to a worker, you want to notify that worker that there is a client on their waitlist. |
| Pre-Enrollment entry is cancelled | When a Pre-Enrollment entry is cancelled, you want to send a notification to Management staff to review why the entry was cancelled. |
| Pre-Enrollment entry is created | When a Pre-Enrollment entry is created for a specific counseling program, you want to send a message to all members of the Counseling staff category alerting them of the new client. |
| Pre-Enrollment reason | When a Pre-Enrollment entry is waiting for payment to be received from the client, you want to send a task to Billing staff to follow up with the client on submission of payment. |
Time-based – by day | Age of Pre-Enrollment | When a Pre-Enrollment entry has been opened for 10 days, you want to send a task to Management staff to follow up with Pre-Enrollment assigned worker to ensure the client is assigned into service. |
| Individual Date 1 is Approaching | If the Individual user-defined date field 1 is approaching, it is possible to send a notification, alert or Workflow to the worker X days prior to this date when records are on the Pre-Enrollment List. |
| Workflow task is incomplete X days after creation date | If a task is incomplete two days after it was created, you want to send a notification to the worker as a reminder. |
| Workflow task is incomplete X days after due date | If a task is incomplete by the due date you want to send an alert to management so they can follow up with the worker. |
Monitoring | Pre-Enrollment field | You can assign an Action Trigger to monitor any Pre-Enrollment fields including user-defined fields. |
Referral
Type | Action Trigger | Use case |
Action
| A referral is made at the Anonymous Service level | When an inbound referral is made as the result of an anonymous service, you want to send a task to the Intake team to get in contact with the prospective client to initiate the intake process. |
| A referral is made at the Case level | When an outbound referral is made at a client’s case because you do not offer the services required, you want to send a notification to Management staff indicating that the client is being referred to another organization. |
| A referral is made at the Informal Event level | When an outbound external referral is made for a client enrolled at the informal event level, you want to send a notification to the primary worker letting them know the client has been referred to another organization for additional services. |
| A referral is made at the Informal Series level | When an outbound internal referral is made for a client enrolled in an informal series, you want to send a notification to the Admin staff to enroll the client in the desired service. |
| A referral is made at the Service Event level | When an outbound external referral is made for a client during a Service Event, you want to send task to the primary worker to confirm with client, seven days after the referral is made, if they followed through. |
| A referral is made at the Service level | When an outbound internal referral is made for a client at the Service level, you want to send an alert to Management staff informing them that the client has been referred for additional services within the agency. |
Time-based – by day | Inbound Referral (External) age | Three days after an inbound referral is created, you want to send an alert to Admin staff to contact the prospective client being referred to initiate the Intake process. |
| Outstanding Outbound Referral (External) | When an outbound external referral has not been closed, you want to send a task to the worker who made the referral to resolve the referral. |
| Workflow task is incomplete X days after creation date | If a task is incomplete two days after it was created, you want to send a notification to the worker as a reminder. |
| Workflow task is incomplete X days after due date | If a task is incomplete by the due date you want to send an alert to management so they can follow up with the worker. |
Service Event
Type | Action Trigger | Use case |
Action | Consecutive cancels | When a client has cancelled an appointment two times in a row, you want to assign a task to the primary worker to follow up with the client to see if they want to continue being enrolled in service. |
| Consecutive no-shows | When a client does not show for an appointment two times in a row, you want to assign a task to Billing staff to bill the client for their no show appointments. |
| Service File Event note is locked | When a service event note has been locked, you want to send an alert to the primary worker’s supervisor advising that the event is ready for review and release for billing. |
| Service File Event status | When the status of an event is set to Late Cn; Bill as No Show, you want to send an alert to Billing staff requesting that they bill the client for the event. |
Time based – by hour | Service File Event note is not locked | If, after a period of three hours after an event has occurred, a Service File Event note has not been locked, you want to send an alert to the primary worker indicating that the note needs to be reviewed and finalized. |
Time-based – by day
| Age of booked event | If two days have passed after a scheduled event occurred and the event attendance has not been marked, send an alert to the primary worker requesting they review the status of the event. |
| A Service File Event is approaching | The day before an event occurs in a Service File, you want to send a reminder to the primary worker. |
| First Event in a Service File is approaching | Three days prior to the first event in a Service File, you want to send a task to the primary worker with a checklist of intake documents that must be completed with the client. |
| Workflow task is incomplete X days after creation date | If a task is incomplete two days after it was created, you want to send a notification to the worker as a reminder. |
| Workflow task is incomplete X days after due date | If a task is incomplete by the due date you want to send an alert to management so they can follow up with the worker. |
Monitoring
| FFS Billing | You can send an alert to the Billing staff advising them that an event has been changed from billing to a funder to the client directly. |
| Service File Event field | You can assign an Action Trigger to monitor any Service Event fields including user-defined fields. |
Service File
Type | Action Trigger | Use case |
Action | A minor is added to a Service File | Each time a minor is added to a Service File, you want to assign a task to the primary worker to complete a parental authorization form for the child. |
| An adult is added to a Service File | You want to include a 19-year-old participant in a Service File where the age cut off is 18 years. You want to assign a task to a supervisor to provide approval to enroll the adult in service. |
| Participant is added to the Service File | When a new participant is added to a Service File, you want to send a task to the primary worker indicating that they need to complete a service consent form with the client. |
| Participant is removed from the Service File | When a participant is removed from a Service File, you want to send a task to the primary worker indicating that they need to complete a discharge form for the client. |
| Primary Worker is reassigned | When the primary worker of a Service File is reassigned, you want to send a checklist to the new primary worker that the Service File has been assigned to that includes all “hand off” responsibilities. |
| Service File is closed | When a Service File is closed, you want to send an alert to Admin staff letting them know that the client is no longer receiving service. |
| Service File is created | When a Service File is created, you want to send a task to the primary worker indicating that a new client has been assigned into service with them and that they need to complete an assessment form with the client. |
| Service File reopened | When a Service File is reopened, you want to send an alert to the primary worker letting them know that the client has returned to active service. |
| Service File total number of No Shows | When the total number of No Shows in a Service File reaches 3, you want to create a workflow task to create a document issuing a warning to the client. |
| Worker list is changed | When a worker is added or removed from the Service File, you want to send a notification to all Service File workers letting them know of the change. |
Time-based – by day | A Participant is over a specified age | When a Service File participant is over the age of 65, send a notification to billing staff to update their account information with a senior’s rate. |
| A Participant is under a specified age | When a Service File participant under the age of 18, send a task to the primary worker to have the client return a signed copy of a parental authorization document. |
| Service File age | Every 30 days that a client is actively enrolled in a counseling program, you want to send a task to the primary worker requesting that they complete a progress evaluation with the client. |
| Service File closed since | When a Service File has been closed for 90 days, you want to send a task to the primary worker requesting that they check in with the client. |
| Service File inactivity | When there have been no Service Events scheduled after a period of 30 days, you want to send an alert to Management staff requesting they follow up with the primary worker to review the status of the Service File. |
| Service File participant turns a defined age | When a participant in a Service File turns 18 years old, you want to send a notification to the primary worker of their Service File letting them know that the client should now be enrolled in an adult counseling program. |
| Workflow task is incomplete X days after creation date | If a task is incomplete two days after it was created, you want to send a notification to the worker as a reminder. |
| Workflow task is incomplete X days after due date | If a task is incomplete by the due date you want to send an alert to management so they can follow up with the worker. |
Monitoring | Service File field | You can assign an Action Trigger to monitor any Service File fields including user-defined fields. |
SysAdmin
Type | Action Trigger | Use case |
Action | User account is locked | When a worker is locked out of their account, you want to send an alert to System Administrative staff requesting that they unlock the user’s account. |
| User account is unlocked | When a worker’s account has been unlocked by a System Admin, you want to send a notification to the worker letting them know they can now access their account. |
Monitoring | Maximum user limit is nearing | When there are only three available user licenses remaining, you want to send an alert to Administrative staff letting them |
Documents
Type | Action Trigger | Use case |
Document – Action | Change in score | When a client’s score on an assessment regresses, you want to send an alert to Primary Worker of the file to do a review of the Client’s Treatment Plan. |
| Document is created | When a Treatment Plan is completed for a client, you want to send a notification to the Supervising Therapist to review and sign off on the treatment Plan. |
| Document is locked | When a document has been locked, you want to have an alert go to the Management team to review the document. |
| Question is flagged | When a Client indicates that they have suicidal thoughts (a flagged document question), you want to have a workflow task sent to the worker to complete a Safety Plan with the client. |
| Total score meets a classification | When a client meets a classification that qualifies as high risk, you want to send an alert to Management staff indicating that the client requires a special monitoring. |
Document – Time based | Document age | When the Treatment Plan document is 30 days old, you want a Workflow to be sent to the Primary Worker to complete the Progress Review stage. |
| Document is not locked | If, after a period of three days after a document is completed but not locked, you want to send an alert to the worker who completed the document to finalize and lock the document. |
| Document signatures are missing | If, after a period of three days after a Document is completed but not yet signed, you want to send an alert to Management staff to follow up with the primary worker to provide signatures. |