The Incidents feature of Outreach Grid enables contributors and users to inform other users on the platform of locations of potential clients and homeless encampments. Users in the field can provide updates and communicate in real-time from creation to the closing of an incident.
This article will show how to create and manage incidents in Outreach Grid:
Creating an Incident
To create an incident, click the “Create Incident” button in the Incidents section of the navigation bar. You will be taken to the “Report Incident” page.
This page contains a map that will display a draggable marker centered on your current location.
If the incident you are reporting did not occur at your current location, click and drag the marker to the location where the incident occurred.
Select the type of incident from the dropdown menu below the map. There are two different types of Incidents: Encampment and Client.
An encampment incident is a potential encampment. This option is used to report locations of an encampment, rather than an individual.
After selecting the “Encampment” incident type from the menu, you will be prompted to enter a name and description for the encampment.
Click “Submit Incident” to complete the process of creating an encampment incident and you will be taken to the incident’s status page.
Client incidents are used to report interactions with individuals. After selecting the “Client” incident type, a form will appear to collect general information about the potential client, including first name, last name, gender, age, a description of the client, veteran status, and interest in services.
Click “Submit Incident” to complete the process of creating a client incident and you will be taken to the incident’s status page.
When you open the "Incident Reports" page, the map tab will be open by default. This map displays all new incidents reported on your platform.
The incidents are sorted by incident type in their respective tabs: "Encampment" and "Client".
Viewing and Responding to Incidents
There are two ways to view a new incident on the "Incident Reports" page. In the map tab, you can click on any incident marker which will display the incident type and a description about the incident. You can then click the “View Incident” button.
Another way to view incidents is to select an incident from the list in any of the tabs. You will see descriptive information about the incident, and will be able to click on the incident link to open it.
Upon clicking the incident link, you are taken to the incident’s status page. The incident’s status page contains descriptive information and a status bar for the incident at the top of the page.
To respond to the incident you must claim it. Do so by clicking the green "Claim" button.
After claiming, you can update the status of the incident. The workflow of the the incident follows the status bar at the top of the page:
Acknowledge an Incident
Click the “Acknowledge” button to acknowledge a new incident. The status will be changed to “Acknowledged.” Acknowledge the incident to add it to your “My Incidents” page.
Start an Incident
Click the “Start” button after the incident has been acknowledged. Start the incident to indicate that you are responding to it. The status will be changed to “In Progress”.
Close an Incident
You may close out the incident after you have finished responding to it. Before doing so, note whether the client or location was visited or not by selecting an option from the dropdown menu. Then click the green "Close Incident" button. The status will be changed to “Complete” and the incident will be closed.
If a client or encampment already exists on the platform or a client or encampment was created as a result of this incident, you can associate the incident to the corresponding client or encampment.
You can also chat in real-time with the contributor or user that reported the incident in the chat tab in the incident's status page. If you reported the incident and aren’t responding to it yourself, you can chat with the user that is responding to it. You can notify other users of your chats by typing in "@" followed by their name.
The “My Incidents” page contains all incidents that you have responded to and all incidents that you have created. They are displayed on the map or can be found in their respective tabs: “Assigned to me“ and ”Created by me“. You can access and view all incident status pages of your incidents here.
You can also use the search bar at the top of the page to look for specific incidents by name of the client or encampment.