Track progress

1. Track requests' status

When you visit the Partner Portal, the ‘Matching’ tab tells you the live status of any requests you have submitted, including if there are any important hold-ups.

1. Navigate to ‘Matching’ via the top navigation bar.

2. The 'Summary' shows how many requests are at each stage.

3. The ‘Requests' list below shows every request submitted including the date its stage was last changed:

   • Filter this list to see just the stages that are important to you.

   • The list will flag any requests with a ‘disrupted session status’ (e.g. Uncontactable).

4. Click into the request to see more information about the request. The key information includes:

   • ‘Disrupted session status’ tag: This will show if a helper has that sessions aren't continuing on their outlined schedule, and will include a short note to explain, alongside the date tagged.

     • Uncontactable: In this event, we will reach out to ask for your support contacting the member.

     • Inconsistent: The member has requested ad hoc sessions rather than weekly or fortnightly. We will continue working with the member on an ad hoc basis if this suits the matched Helper.

     • Temporary pause: The member has suspended services temporarily as they will be unavailable for a period. Sessions will resume then they return.

   • Timeline showing how the request has progressed from its initial submission, through to the first session occurring.

   • Matched Helper: Click through to see the Helper's profile and access their details.

   • Request details: These are the original details you submitted on the request. If you wish to change these later, please email the Matching team.

2. Track session progress

Once a Helper has been matched, they will organise the timing of their sessions directly with their member, in line with the frequency you have outlined on your request. They will enter this time into their schedule via their Lively app. Lively takes this approach as Helpers and member consistently indicate it is their preferred option, and is supportive of their autonomy and flexibility.

You will be sent updates about changes to session times and session notes via email in line with our email notifications approach outlined above.

To find further detail about the progress of sessions:

1. Visit the Partner Portal and navigate to the 'Members' tab.

2. Click on the member you wish to view.

3. Explore tab to see their session schedule and notebook to see all recent activity.

3. Get a program overview

The ‘Reports’ tab holds key reports to help you stay on top of the program information that is important to you. Lively’s approach is to provide you with the same information that we see and to provide it live.

1. Navigate to the 'Reports' tab.

2. Select 'In-home'.

3. Select a date range you wish to review.

Summary numbers show the top-level activity for the date range, and each tab contains more analysis of the program activities.

• Stories: Highlights from recent Helper-member sessions. Some may have received members' consent to share publicly.

• Services: The trend of service hours over time up until the date range, as well as the total used against program budget.

• Members: A breakdown of how many sessions each member has had during the date range chosen.

• Requests: New requests submitted to Lively over time and fulfilled requests over time.

Use the filters on each chart to adjust the period or unit. For instance, you may wish to view a 30-day period broken down by week, or a 12-month period by month.

Please note that these reports are not currently exportable. However, Lively provides an end of year report in a format that can be shared.

4. Attend monthly check-ins

Lively values working closely with you to solve issues and jump on opportunities together sooner. Your dedicated Matching Coordinator will arrange for touchpoint meetings each month to review the overall progress of the program together, make future plans and resolve any issues.

Before each meeting, you will receive an email with:

• A link to the agenda document

• Initial notes from your Matching Coordinator

• A link to the Activity report on the Partner Portal

• An invitation for you to add any items you intend to discuss.

During the meeting, the agenda typically revolves around:

• Program activity progress (stories, referral activity, service hours, incidents and improvements)

• Further opportunities to promote the program

• Anything else that has come up.

After the meeting, the Matching Coordinator will tidy up the minutes and share back to confirm shared actions for next time.