Give families access to view appointments and communicate with caregivers.

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What Families Can Do

The Client Portal lets families:

Feature	Description
View Appointments	See scheduled and past visits
See Care Team	View assigned caregivers
Track Goals	Monitor progress on care goals
Receive Notifications	"On My Way" alerts when caregiver is en route
Chat	Message caregivers and admin
Rate Visits	Provide feedback after appointments

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Sending an Invitation

Step 1: Open Portal Access

1. Go to Clients → Select client
2. Click Portal Access tab

Step 2: Add Family Member

1. Click + Invite to Portal
2. Enter their details:

Field	Required	Notes
Email	✓	Must be unique, not already in system
Name	✓	Family member's name
Relationship		Parent, Guardian, Spouse, etc.
Phone		For optional SMS notifications

Step 3: Send Invitation

1. Click Send Invitation
2. They receive an email with setup link

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What the Family Receives

Invitation Email

Contains:

• Welcome message with your agency name
• Link to create their account
• Link expires in 7 days

Account Setup

Family member:

1. Clicks the link
2. Creates a password
3. Accesses the portal immediately

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Managing Portal Users

View Current Access

The Portal Access tab shows:

• All invited family members
• Invitation status (Pending, Active)
• Last login date

Resending Invitations

If link expired or email lost:

1. Find the family member
2. Click Resend Invitation
3. New email sends immediately

Removing Access

To revoke portal access:

1. Find the family member
2. Click Remove Access
3. Confirm removal

They immediately lose access but data remains.

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Multiple Family Members

You can invite multiple people per client:

• Parents
• Guardians
• Adult siblings
• Care coordinators

Each gets their own login with identical access.

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Portal Features Explained

Appointments View

Families see:

• Upcoming appointments (date, time, caregiver)
• Past appointments (with session notes if enabled)
• Calendar view option

"On My Way" Notifications

When caregiver taps "On My Way":

1. Family receives push notification (if app installed)
2. Shows ETA to arrive
3. Can confirm readiness or request delay

Chat

Families can message:

• Individual caregivers
• The admin team
• Messages are HIPAA-compliant

Goal Progress

Shows:

• Active goals
• Tasks completed per visit
• Progress toward goals

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Privacy Settings

Control what families see:

1. Go to Settings → Client Portal
2. Toggle options:

Setting	Default	Description
Show session notes	Off	Let families see visit notes
Show caregiver photo	On	Display caregiver photos
Show caregiver phone	Off	Allow direct calling
Enable chat	On	Allow messaging

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Tips

• Invite primary contacts — Usually parents or guardians
• Verify email addresses — Typos cause delivery failures
• Explain the portal — Call families to walk them through
• Enable "On My Way" — Families love arrival notifications

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Troubleshooting

Invitation not received

1. Check spam/junk folder
2. Verify email is correct
3. Resend invitation
4. Try alternate email

"Email already exists" error

That email has an account elsewhere:

• They may already have access
• Use a different email address
• Contact support for help

Family can't log in

1. Check if invitation was accepted
2. Use "Forgot Password" link
3. Resend invitation if needed

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Related Articles

• Client Portal Setup — Configure portal settings
• En Route Notifications — "On My Way" feature
• Chat & Communication — Messaging features