> For the complete documentation index, see [llms.txt](https://fieldworker.gitbook.io/fieldworker-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://fieldworker.gitbook.io/fieldworker-docs/fundamentals/pages/customer.md). # Customer Your work centers around your customers. ## Customer Center Your [customers](/fieldworker-docs/fundamentals/concepts/customer.md) are your main concern. Your agency strives to provide the best service to its customers. The Fieldworker platform lets you define, manage, and easily access customers' contact information, set communication preferences, billing terms, etc. * Create multiple customer contacts, phone numbers & email addresses * Set up multiple service [locations](/fieldworker-docs/fundamentals/concepts/location.md), etc., on file * Review [notes](/fieldworker-docs/fundamentals/concepts/case-note.md), [documents](/fieldworker-docs/product-guides/document-center.md), images & view history at a glance * Manage customer [goals](/fieldworker-docs/fundamentals/concepts/goals-and-needs.md) and associate tasks that will be performed to achieve these goals The [Clients](https://dev.fieldworker.ai/customers) module serves as the primary workspace for support coordinators, case managers, and agency administrators. The newly deployed layout represents a shift from a flat, list-driven directory to a unified, 360-degree case management view. By keeping the "Current Client" perpetually in context, the system reduces clicks, eliminates unnecessary page loads, and brings clinical, operational, and demographic data into a single, scrollable interface. ### Layout & Navigation ### Global Context & Filtering Header The uppermost section of the dashboard ensures users can seamlessly search and switch between client contexts without navigating away from the core workspace. * Global Search Bar (`Search clients, projects, or contacts...`): A universal, omnichannel search input that queries the entire FieldWorker database, allowing instant retrieval of related entities. * Contextual Client Search (`Clients` dropdown): A dedicated search field to locate a specific client profile. * Status Filter (`Active`): A dropdown that filters the underlying dataset by the client's current lifecycle stage (e.g., *Active*, *Pending*, *Discharged*). * Sort By Filter (`Name`): Allows users to order their client roster alphabetically or by other configured metrics. * Current Client Indicator: Prominently locks the currently viewed record into context (e.g., *Aaliyah Maldonado*), confirming exactly whose data is being viewed or modified. * \[NEW CUSTOMER] Action Button: A persistent, primary action button to initiate the intake workflow for a new individual. ### Client Profile Header & Domain Navigation Just below the search filters, the interface provides an immediate operational snapshot of the individual, followed by horizontal navigation tabs to categorize complex care data. #### Profile Header Details * Client Name: The formal name of the individual receiving care (e.g., *Aaliyah Maldonado*). * Demographic/Type Tag: Indicates the entity classification (e.g., *Individual*). * Dynamic Badging: Color-coded chips that flag critical care levels and statuses. * *Active*: Indicates the client is currently receiving billable services. * *Tier Aa Support*: A program-specific acuity or funding tier indicating the level of care required. * Next Scheduled Visit: An integrated metric pulling directly from the [Scheduler](https://dev.fieldworker.ai/scheduler), immediately notifying staff of upcoming commitments (currently showing *No upcoming visits*). * Last Call Log: A communication tracking metric (e.g., *4 months ago*) that alerts coordinators to potentially lapsed outreach or required monthly check-ins. * Action Row: * Edit Icon (Pencil): Opens the core profile configuration for editing. * Media Icon (Picture): Accesses attached images or client avatars. * Grid Icon: Toggles alternative layout views. * \[QUICK ACTION] Dropdown: A centralized menu for executing immediate, common tasks (e.g., starting a workflow, sending a message) without navigating to a different module. #### Domain Navigation Tabs The horizontal tab structure minimizes vertical scroll fatigue by compartmentalizing the client's record: * OVERVIEW: The default landing page (currently displayed), aggregating activity feeds and core demographics. * CLINICAL & CARE: Houses medical histories, diagnoses, assessments, and care plans. * FORMS & FILES: The repository for completed intake forms, state-mandated documentation, and digital signatures. * PROJECTS/TASKS: Tracks specific authorizations, ongoing projects, and assigned deliverables. * PREFERENCES: Captures specific lifestyle, matching, and care-delivery preferences.
### The Activity Pulse (Central Feed) Occupying the main column of the `OVERVIEW` tab, the Activity Pulse is an immutable, chronological audit trail of all interactions, events, and documentation related to the client. #### Feed Capabilities * Chronological Sorting: Events are displayed top-to-bottom from newest to oldest (e.g., *Aug 14* down to *Apr 1*). * Standard Notes: Captures manually entered text documentation (e.g., "Quick Note for AM"). * System Alerts: Automatically logs background system events, such as when a new [Form](https://dev.fieldworker.ai/forms) is completed (*"New form filled for Aaliyah Maldonado"*). * Rich Media & Voice Integration: Fully supports dictated field entries. Features an embedded audio player (e.g., *Incident #18 Voice Note*) allowing supervisors to play, pause, and adjust volume on voice recordings directly within the feed. * Technical Log Capabilities: Capable of capturing and formatting complex data structures or code block entries if pasted by administrative users. #### Entry Metadata Every entry enforces strict accountability by displaying: * Note Title & Project Context: E.g., *Test Note - Proj*. * Author & Role: E.g., *Created by Tiffany Alexander (Admin)*. * Timestamp & Edit History: Logs exact creation time and updates (e.g., *08/14/2026 08:39 PM updated by Tiffany Alexander*), complete with an Edit icon for subsequent revisions. #### Inline Data Entry * Quick Note Input: A persistent field pinned to the bottom of the feed (`Add a quick note...`) allows for rapid logging of observations without requiring the user to open a separate, full-page "New Note" form. ### Sidebar Modules (Right-Hand Pane) ### Contact, Details & Outcomes The right-hand pane acts as a fixed reference column. As the user scrolls through the Activity Pulse, this critical information remains pinned for constant visibility. #### Contact & Locations * \[Call Main]: A quick-action button that triggers a VoIP call or hands off the primary phone number to the device's dialer. * \[Home Address]: A quick-action button that integrates with location services to instantly map the client's primary residence (e.g., *11 ERYNWOOD AVE, MARLTON, NJ*). #### Client Details (Data Dictionary) This section displays a comprehensive matrix of required demographic, clinical, and administrative data fields necessary for state compliance, EVV mapping, and billing. * CUSTOMER ID: The internal, system-generated unique identifier for the client in the FieldWorker database (e.g., *602911*). * DDDID: The state-issued identifier, such as the Division of Developmental Disabilities ID, necessary for state funding and waiver claims (e.g., *12345*). * TYPE: The categorization of the record (e.g., *Individual*). * STATUS: The active enrollment state (e.g., *Active*). * EMAIL & PHONE: Direct contact channels. * ADDRESS: Formatted primary residential address for EVV geolocation compliance. * DATE OF BIRTH & GENDER: Standard demographics required for nearly all clinical reporting (e.g., *May 07, 1997 | F*). * DIAGNOSIS CODE / SECONDARY DIAGNOSIS CODE / ICD-10 DIAGNOSIS: Dedicated fields to capture standard medical billing codes (ICD-10) critical for proving medical necessity on claims. * MEDICAID ELIGIBILITY: Tracks the individual's current status for Medicaid funding, the primary payer for many waiver services. * SIGN\_PAGE\_DATE: Tracks the date critical consent or enrollment signatures were obtained. * ACQUIRED DATE: The date the client officially entered the agency's system or began services (e.g., *06/09/2021*). * TRANSFER OUT REASON & TRANSFER OUT DATE: Used to track discharge metrics, transition of care, or mortality reporting. #### Preference & Matching Data These fields are critical for Fieldworker's intelligent scheduling and provider-matching algorithms: * HAS PET: Alerts caregivers to animals in the home for allergy or safety precautions. * PROVIDER GENDER PREFERENCE: Captures the client's explicit request for male or female caregivers. * LANGUAGE PREFERENCE: Ensures non-English speaking clients are paired with bilingual staff. * PREFER REPEAT PROVIDERS: A toggle indicating the client's need for strict continuity of care versus accepting rotating staff. #### Identity Verification * DRIVER LICENSE NUMBER / DL EXPIRY DATE / DL ISSUE DATE / DL ISSUE STATE: Fields to capture and track state-issued identification for legal documentation or specific community access programs. #### Goal Status Tracker Directly ties into the client's Individualized Service Plan (ISP) or person-centered care plan. * Visual Progress Bars: Display real-time completion percentages for defined clinical or life goals (e.g., *First New Goal: 56%*). This allows care teams to instantly assess outcome trajectories and adjust their interventions if a goal is stagnating. ### FieldWorker & AbilityHub Integration The Customer page acts as the "Source of Truth" that feeds the family app: * Real-Time Progress: Notes marked as "Visible to Family" in the Notes tab instantly appear in AbilityHub. * Schedule Transparency: Any project or task scheduled here populates the family's shared calendar. * Compliance: The Medicaid Eligibility and Acquired Date fields ensure that the agency only bills for active, eligible participants. The Customer page is accessible to all platform users, regardless of their role. The admin users of an agency have access to all the customers (and their records), other employees have access to only those customers that are either assigned to them directly or indirectly (to an employee managed by them). ### Adding a new customer To add a new customer in FieldWorker, click the [NEW CUSTOMER](https://dev.fieldworker.ai/new) button at the top right of the [Clients](https://dev.fieldworker.ai/customers) page. This opens a dual-tab modal that ensures both essential identity data and administrative metadata are captured. ### Tab 1: Personal Details This tab focuses on the core identity of the client. These fields are high-priority for EVV compliance and HIPAA documentation.
FieldNecessityImportance
Entity Type (Org/Individual)MandatoryDetermines if the record is for a person or a provider. Most care recipients are marked as Individual.
First & Last NameMandatoryThe primary identifiers used across all reports, timesheets, and the AbilityHub app.
DDIDMandatoryThe Developmental Disabilities ID is a unique state-issued number required for Medicaid billing and authorization tracking.
GenderMandatoryNecessary for clinical accuracy and meeting state reporting requirements.
Date of BirthMandatoryUsed to verify identity and calculate age-based service eligibility.
E-mailMandatoryActs as the login username for the family if they are invited to use the AbilityHub.
AddressMandatoryUsed for GPS-validated EVV (Electronic Visit Verification) to ensure staff are at the correct location.
PhoneMandatoryThe primary line for system notifications and direct contact from the field staff mobile app.
### Tab 2: Other Details This tab captures the administrative and regulatory dates that govern how the agency manages the case and is also used to record the regulatory dates, service programs, and demographic data necessary for state-mandated reporting and billing.
Field NameTypeNecessityDescription & Importance
Acquired DateDateOptionalThe date the client officially started with your agency. Used for internal growth tracking.
Medicaid IDTextMandatoryThe unique identification number for insurance billing. Essential for generating clean claims.
StatusDropdownMandatoryUsually defaults to Active. This determines if the client can be assigned to staff schedules. Use "Pending" during the intake phase.
Customer TypeDropdownMandatoryTypically set to Individual for care recipients.
Project ManagerDropdownOptionalAssigns an internal staff member responsible for overseeing this client’s entire care plan.
Private Payer ResponsibleDropdownOptionalIdentifies who is financially responsible if services are not covered by Medicaid (e.g., Self, Family).
sign_page_dateDateMandatory (*)The date the signature page of the ISP or service agreement was signed. Critical for audit compliance.
last_assess_dateDateOptionalThe date of the last clinical or state assessment. Helps track when a reassessment is due.
renewal_dateDateOptionalThe date the current service plan or authorization is set to expire.
MedicaidEndDateDateHigh PriorityThe expiration date of the client's Medicaid coverage. Used to trigger alerts to prevent unbillable shifts.
Agency AssignDateDateOptionalThe specific date the state or lead agency assigned this client to your organization.
DDD_tierTextMandatory (*)Refers to the budget or care tier assigned by the Division of Developmental Disabilities.
diagnose_codeTextOptionalPrimary ICD-10 codes related to the client’s condition. While optional for the profile, they are often required for specific clinical authorizations.
waiver_programText/DropOptionalSpecifies which state waiver program the client is enrolled in (e.g., Community Care Program).
CountyTextOptionalUsed for geographical reporting and determining regional service rates.
Race / EthnicityTextOptionalDemographic data required for federal and state civil rights reporting.
TransferOut ReasonTextOptionalUsed when closing a file to document why a client left the agency (e.g., moved, switched providers).
* \[PERSONAL DETAILS] Tab: Click this to return to the first screen to edit Name, Address, and Contact info. * \[CREATE CUSTOMER] Button: The final action. This button remains inactive until all fields marked with an asterisk (\*) are completed. * Dismiss (X): Located at the top right, this will close the modal and discard all entered information. > Note on Compliance: Fields like `sign_page_date` and `DDD_tier` are specifically flagged as mandatory because they are often the primary cause of claim denials if left blank in the [Clients](https://dev.fieldworker.ai/customers) record. ### Controls and Navigation * [CONTINUE](https://dev.fieldworker.ai/new) Button: Validates that all Mandatory (\*) fields are filled. If a field is missed, the system will highlight it in red. * Close (X): Discards the entry. Note that data is not saved until you complete both tabs and hit the final "Save" or "Submit" button. * Tab Switching: You can click between PERSONAL DETAILS and OTHER DETAILS at any time during the entry process to verify information. #### Pro-Tip: AbilityHub Integration The email address you enter in the Personal Details tab is the key that unlocks the [AbilityHub](https://dev.fieldworker.ai/) ecosystem. Ensure it is a valid email for the client or their legal guardian, as this is where their invitation to the "Circle of Care" will be sent.