Lobby

This article explains the functionality of the Lobby in HPA2 and HRS, detailing when cases enter the Lobby and how to manage them effectively. 

TABLE OF CONTENTS

• What is the Lobby
• Accessing the Lobby
• Managing Lobby Cases
• Actions Explained
  • Assign
  • Remove Case
  • Create New Client
• Creating a new Lobby Record as a Provider User 

What is the Lobby

The Lobby streamlines processes in HPA2 and HRS by eliminating system-led duplicate cases. Instead of creating a client record immediately, the Lobby generates a record that requires Local Authority users to decide what action to take:

•    Assign: Link the case to an existing client record.

•    Remove: Discard the case entirely.

•    Create New Client: Generate a new client record from the case.

Note: HPA2 - New online self-referrals, DTR referrals, and third-party referrals are routed to the Lobby instead of appearing as unassigned cases on the dashboard. 
HRS - Cases created and completed by referral partners appear in the Lobby for Local Authority review.

Accessing the Lobby

The Lobby is accessible from the left-hand menu.

Managing Lobby Cases

1. Go to the Lobby and select the case.
2. Click Assign lobby case before starting any work on the case.
3. Review for any potential matches for an existing client record, which includes a confidence rating.
4. Choose an Action:

• Click Assign to this client to link the case to the correct client record.
• Click Remove lobby case to remove the case from the system.
• Click Create new client from lobbycase to create a new client record if none of the matches are appropriate.

Note: The Action to assign, create a new client, remove lobby case cannot be undone.

Viewing Matches

Click on a client in the list to open their record in a new tab for further review.

Note: The confidence rating is determined by comparing various fields such as name, NI number, DOB, email address, phone number and postcode and also how many results are returned. This rating helps assess the likelihood of a match.

Actions Explained

Assign

Use this option when the case matches an existing client. The new case will be added to the client’s record. 

Note: HPA2 - if the client already has an open case, the new case will automatically be closed. 
HRS - the case will remain open regardless of whether they already have an open case.

Remove Case

This action permanently deletes the case from the system. It will no longer appear in searches, GDPR records, or reports. A confirmation pop-up will be displayed asking you to confirm before removal.

Create New Client

Select this option if the case does not match any existing clients, indicating it is a new client.

Creating a new Lobby Record as a Provider User 

When the provider user has logged in:

1. Go to People on the left side menu. 
2. Press the green button with 3 white dots to add new client.
3. Enter details in pop up box and press Add client.

A new lobby record has now been created. A new client record with a HRS reference wont be created until the client has been processed in the lobby by an officer.

A provider user will still be able to update the tasks (subject to their permissions and how the tasks have been set up). Each task type on HRS has a Provider Access option with either None, Read Only or Full. 

The provider user will still be able to add the client to the waiting list/start support etc. (subject to their permissions), but a client record and case wont be created until a Local Authority user then goes into the lobby and processes the lobby record that's been created.

The local authority user can then pick up the client from the lobby and assign them using the Assign lobby case icon (this will work the same in the HPA2 lobby).