# Crisis Counseling Assistance and Training Program (CCP)Mobile ApplicationFrequently Asked Questions (FAQs)

## Technology

1. What type of device do I need to use with the mobile app?The mobile app works on all cellular phones and tablet devices, but it is easiest to use on a tablet. The device must have access to the Internet, either through Wi-Fi or cellular data, to download the app.

2. What if I don’t receive the welcome email with my login information?First, try checking your spam or junk folder. The email will come from DTAC@samhsa.hhs.gov. If you still cannot locate the email, please contact your team leader to ensure the correct email address was entered for your user account.

3. How do I access the system?You must provide an email address to your program administrator. It may be a work or personal email. The email address will be used to set up your mobile account. You will receive an email from DTAC@samhsa.hhs.gov that contains login information and instructions. Your email address will be your login ID for the duration of the grant, and you will need it to reset your password. Thus, the email you provide must be one that is unique to you and that only you can access. Do not use a shared email address. Please note that if you do not receive a welcome email from DTAC@samhsa.hhs.gov, you should contact your team leader to ensure the correct email address was entered for your account.Before attempting to log on for the first time, please complete the mobile app online training available on the SAMHSA DTAC website (https://www.samhsa.gov/dtac/ccp-toolkit/ccp-mobile-online-data-collection). After completing the training, simply follow the link provided in the welcome email (https://ccpdata.org/CCPMobile). The app should only be used with a mobile device, including cellular phones and tablets. The app should not be accessed from a desktop or laptop computer.

4. What should I do if I am having trouble logging into the mobile app?If you are having trouble logging in, make sure that your Internet browser is not in “private” browsing mode. If you continue to experience issues, contact your program’s designated IT support team.

5. Can I log into the mobile app website from my desktop or laptop computer?The CCP mobile app is designed to work optimally on mobile devices, such as cellular phones and tablets. It is not recommended that users attempt to use this app on desktop or laptop computers.

6. What should I do if I have trouble downloading the app to my device?Contact the designated data specialist within your CCP for assistance.

7. What should I do if I have trouble reading the words on my screen?All phones and tablets have the capability to increase the text size on the screen. Check your device’s settings to use this feature.

## **Data Entry

8. Which crisis counselor in a team or pair of counselors should complete the required form using the mobile app?Crisis counselors should determine—with the help of program management or through discussion with one another—who will be responsible for completing the appropriate form. It is important to remember that although crisis counselors are required to be deployed in pairs, only one form should be completed per encounter to prevent double counting. To ensure that both counselors are credited with the encounter, the counselor completing the form should enter both employees’ names for each encounter.

9. Should I use the mobile app to complete the form during or after an encounter?You or your partner can complete the form during or after the encounter. If using the mobile app to complete the form during an encounter, remember to introduce the form to the encounter participant and get permission to proceed. One person should work to complete the form while the other counselor engages with the encounter participant. Completed forms should be uploaded once the counselor who completed the form has access to an Internet connection—either immediately or by the end of the day.

10. What do I do if a survivor does not give permission to collect data?If a survivor refuses to participate in data collection, immediately put the mobile device away and continue the encounter.

11. When completing the Individual/Family Crisis Counseling Services Encounter Log form, do I only enter information for those physically present during the encounter?Yes, crisis counselors should only document the number of participants, number of males and females, and the number of event reactions for those who participated in the interaction. These questions are validated in the mobile app, so you will receive an error message if you indicate a number higher than your initial count of participants.

## Weekly Tally Sheet

12. Why is my Weekly Tally Sheet not ready to upload after I complete the form?The Weekly Tally Sheet is not ready for upload until the end of the service week. The form collects data from Sunday to Saturday. On Sunday, after the previous service week has ended, you will see that the form is available for upload.

13. What if I forgot to enter my tallies for any given day?Tallies are collected each day. If you miss a day, you will need to incorporate those tallies into the next day’s total. However, this should not be a typical occurrence, and team leaders will be reviewing forms for this kind of inaccuracy.

14. When is the last day I can enter tallies in my form?The Weekly Tally Sheet is locked on Saturdays at midnight. Updates cannot be made after this time. If you need to add data to your weekly tally, you must contact your team leader to update it in the online system.

15. How can I see my progress?The Weekly Tally Sheet maintains a running total of your brief contacts and materials distributed for the day and for the entire week.  These totals will appear along the sides of the entry boxes and are specific to the county of service. Therefore, you must first select a county in order to access the total numbers.

## Assessment and Referral Tools

16. How do I access the Assessment and Referral Tool forms in the mobile app?The Assessment and Referral Tool (ART) forms are subforms linked to the Individual/Family (I/F) Encounter Log in the CCP mobile app. Users will need to begin a new I/F Encounter Log at the beginning of an encounter. The selections made in the demographics section of the form will unlock the appropriate number of ARTs. Users will then be able to complete the ARTs within the app.

17. How should I introduce the form to survivors?Use of the mobile app during an encounter will require crisis counselors to explain what data are being collected and for what reason. Users can explain to the survivors that the data are anonymous—no names, addresses, or personally identifiable information are collected. Showing the data collection app to the survivor can also be useful. For the ART, crisis counselors should explain the purpose of the form, just as you would a paper ART. It may also be helpful for crisis counselors to have a paper copy of the ART and response card to give to the survivor for reference.

18. What do I do if a survivor refuses to participate in the assessment?If a survivor refuses to participate in filling out the ART, immediately put the mobile device away and continue the encounter. It might also be helpful to leave a paper copy of the ART with the survivor after the encounter, for him or her to get familiar with the form for future encounters.

19. What do I do if I start a new ART form and then decide not to complete it?It is important to note that once an ART has been opened it must be completed. Users will not be able to submit the I/F Encounter Log form on the mobile app if an incomplete ART is open.

20. Can I edit an ART once I have completed it?The ART forms cannot be edited once they have been submitted or uploaded. It is important to fill out the form completely and accurately every time. If you accidentally submit an incorrect ART, inform your team leader or your program’s data specialist as soon as possible.

## Data Upload 

21. What is the difference between saving and uploading a form?Once you complete data entry on a form, you will save the information by selecting the “Complete Form” button on the last page of the form. Then you will confirm your submission on the “Complete Confirmation” screen. The form will now be saved on your mobile device, but it still needs to be uploaded to the program’s database. An Internet connection is required to upload forms. When you have Internet access, click on the “Upload Completed Logs Now” button on the Forms menu screen to begin the process of uploading your forms.

22. What happens if I only complete part of a form? Is the progress saved?Incomplete forms are not saved. You will not be able to complete part of a form and then return to that form and pick up where you left off. If you are unable to complete a form, all the data previously entered will need to be reentered so that it can be uploaded.

23. Can I edit forms that are already completed if they have not been uploaded?No. When you complete the form online or offline and tap the “Complete Form” button, you will see a prompt that lets you know that this is your final opportunity to edit. At that point, you can cancel the submission process and continue editing the form if you wish.

24. How do I know how many completed forms are waiting for upload?The number of forms waiting for upload will be indicated on the circular blue “Upload” indicator on the upper right corner of the screen in the mobile app. If there are no forms waiting for upload, this number will be zero.

25. How many forms can a device hold per upload? What if storage runs out on the device?There is no limit on the number of forms a device can hold for upload. The data collected by the forms is saved in extremely small binary data files on each device; therefore, device storage should not be a concern.It is important to note that all forms entered are stored locally on your device. If you are experiencing issues with the app and clear your browser’s cache, all form data that has not been uploaded will be lost. Additionally, if your program utilizes shared devices, there may be attempts to upload multiple users' forms if one device is used without periodic uploads. This can cause errors in upload for users. Be sure to upload your forms regularly.

26. What happens if my Internet connection is interrupted in the middle of uploading my forms?The system will suspend the transfer of form information when the Internet connection is interrupted. Once you are ready to continue uploading the data, tap on the “Upload” button again to resume the process.

27. What should I do if my upload is not successful?If you believe that your upload was not successful, you can follow the instructions in the troubleshooting document and contact your program’s IT support team for further assistance.

## Reports 

28. How do I keep track of the number of forms I have uploaded?All uploaded forms are reflected in the Reports section of the mobile app. You can check your individual progress summary under the “Last Update” tab. Additionally, uploaded forms will be reflected in the individual and group totals in this section.

29. How often are the individual and team reports updated?Your uploaded data is immediately added to the individual and team reports on your app. However, your teammates’ data is not automatically updated, so you will need to tap the “Update Report Data” tab to refresh the page. Note that there will be a delay in the number of brief encounters and materials distributed listed in the reports because this information comes from the Weekly Tally Sheet, which is only uploaded once a week.

30. If I use the mobile app to enter some encounters and use paper forms for other encounters, will the paper forms be counted in my individual progress summary on the app?No, only the encounters you document in the mobile app will appear in your individual progress summary. For a count of the paper forms you have submitted to your team leader, contact the designated data specialist within your CCP for assistance.

CCP Mobile Application FAQs: Updated September 2017	3