Support

Our support hierarchy is set up to provide the best possible technical support while maintaining low cost. At any point in this process users may contact VCM support directly, but it is recommended that users follow this escalation process:

Support Tier 1
VCM user consults online documentation and videos for support
Support Tier 2
Agency administrator is notified of the issue and attempts to resolve
Support Tier 3
User or agency administrator contacts trained support staff at local food bank or Vista Admins
Support Tier 4
Issue is communicated to VCM support staff using our online ticketing system or by phone


Our online ticketing system should be used when communicating issues regarding Virtual Case Manager. This allows us to keep track of all issues and properly manage communication with the end user. It also shows of trends of common issues so we can proactively address future problems.

Virtual Case Manager

See what the Virtual Case Manager can do for you

Agencies

  • Single point client intake, record keeping, and service tracking.
  • Reduces intake time and duplication while streamlining client processing
  • Consolidates multiple forms of communication into one organized and centralized resource
  • Real-time service reporting
  • Geographical snapshots of service needs, frequency, and volume
  • A simple resource for agencies to provide general referral services
  • Secured record keeping, HIPAA compliant, and ensures internal / inter-agency level control

Clients

  • Reduces wait times
  • Hassel-free client intake within the network of providers
  • Reduces the number of times personal information is requested
  • Free access to health and social service directory

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Developed by Integrated Network Systems 2012 with the help of our Agency Partners