Stay connected with service providers through the portal's communication features. Send messages, receive updates, and coordinate care for your clients.

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Communication Options

Portal Messaging

If enabled, you can:

• Send messages to provider
• Receive responses
• Maintain written record
• Communicate asynchronously

Direct Contact

For urgent matters:

• Phone numbers provided
• Email contacts available
• Emergency contacts listed
• Business hours noted

Using Portal Messages

Sending a Message

1. Go to Messages section
2. Click New Message or Compose
3. Select recipient (may be automatic)
4. Write your message
5. Click Send

Message History

View past communications:

• All sent messages
• All received messages
• Organized by date
• Client reference

What to Communicate

Appropriate Topics

Use portal for:

• Service questions
• Schedule inquiries
• Documentation requests
• Care coordination
• General updates

Not for Emergencies

Don't use portal for:

• Client emergencies (call 911)
• Urgent matters (call provider)
• Time-sensitive issues

Receiving Messages

Notifications

You may receive:

• Email notifications
• Portal alerts
• Unread message badges

Responding

When you receive a message:

1. Review the content
2. Respond as needed
3. Keep communication professional
4. Document if significant

Provider Contact Information

Finding Contact Info

Provider contacts are shown:

• On portal dashboard
• In organization profile
• Within each client's record
• In help section

Key Contacts

Know how to reach:

• General inquiries
• Specific staff (if shared)
• Emergency contacts
• After-hours options

Communication Best Practices

Be Clear

• State your purpose
• Include relevant details
• Reference client/date if needed
• Ask specific questions

Be Professional

• Use appropriate tone
• Keep focused
• Respect boundaries
• Maintain confidentiality

Be Timely

• Respond within reasonable time
• Follow up if no response
• Don't expect instant replies
• Note business hours

Response Times

What to Expect

Portal messages typically:

• Reviewed within 1-2 business days
• Non-urgent matters
• Documented for record
• May require follow-up

For Faster Response

If you need quicker response:

• Call the provider
• Note urgency level
• Use appropriate channel
• Be patient during busy times

Communication Records

Message History

Your messages are:

• Saved in portal
• Viewable anytime
• Documented record
• Reference for follow-up

Exporting Communications

If needed:

• Print message threads
• Reference in case notes
• Document coordination

Multi-Client Communication

Separate by Client

Keep communications organized:

• Reference specific clients
• Separate concerns clearly
• Don't mix client issues

Batch Updates

If contacting about multiple clients:

• May need separate messages
• Keep organized
• Reference each client

When to Call Instead

Urgent Matters

Call for:

• Time-sensitive issues
• Complex discussions
• Emergency situations
• Real-time coordination

Preference

Some matters work better by phone:

• Sensitive topics
• Complicated situations
• When tone matters
• When back-and-forth needed

Troubleshooting

Messages Not Sending

1. Check internet connection
2. Try again
3. Refresh portal
4. Contact support

No Response

If you don't hear back:

1. Check sent messages
2. Wait appropriate time
3. Try alternate method
4. Follow up politely

Related Articles

• Getting Started
• Account Settings
• Accessing Documents