HPA2 Client Portal

This article explains the functionality of the Client Portal within HPA2.

TABLE OF CONTENTS

• What is the Client Portal
• Adding Client Tasks
• Adding a Client Task to a case
• Notify the Customer about the task
• The Client Portal and 2FA 

What is the Client Portal

The Client Portal is where clients access their Personal Housing Plan (PHP). Its functionality has been expanded to allow tasks in the workflow to be assigned to clients for completion.

Note: The expanded functionality of the Client Portal is not a standard feature of HPA2 but can be enabled for a small deployment fee. To discuss the Client Portal, please contact your Account Manager or email enquiries@locata.org.uk

Adding Client Tasks

By default, tasks in the system are set for user completion, not client completion. To assign a task as a Client Task, a local Super User must:

1. Go to "Settings".
2. Click on "Tasks".
3. Select "Cases".
4. Select the task.
5. Scroll down and change the "Client Task" option to Yes.
6. Click "Save".

Adding a Client Task to a case

To include Client Tasks in a workflow you can simply add the relevant tasks to the workflow as you normally would.

Note: These tasks can still be completed by the officer if necessary. However, the client will usually complete them.

Notify the Customer about the task

When you add new tasks for a customer to complete, you can easily notify them through the system. This ensures they are aware of any updates and can take action promptly via the portal. 

1. Go to the Plans tab in the customer’s case.

2. Click the ‘Notify the client of a change to their plan’ icon.

3. The system will automatically send an email to the customer, advising that their Personal Housing Plan has been updated.

4. The email will instruct them to log in to their account to review and complete the new tasks.

The Client Portal and 2FA 

To access the Client Portal, customers are required to complete Two-Factor Authentication (2FA). This added layer of security helps protect sensitive data and prevent unauthorised access.

When a Client Task is assigned, the customer will receive a notification prompting them to log in to the portal to complete the task.

The email notification will include a link to the login page. To sign in, the customer should:

1. Enter their usual username and password.
2. Check their email for a one-time passcode.
3. Enter the passcode to complete the login process.
4. (Optional) Tick “Remember me for 7 days” to reduce how often they need to log in.

Once logged in, the client will be able to view their PHPs (Personal Housing Plans) and any questions that have been sent to them. To respond, they should - 

1. Navigate to the "Questions" section.
2. Click "Answer Questions".
3. Complete the required information and select "Submit".

Once submitted, their responses will be visible to users within the back-office workflows.