Tools: How to Use the Platform to Manage Cases

Accessing Our Platform

Our platform works best with Google Chrome. Click here to download Chrome as your web browser. Click here to download the Chrome app for iPhone/iPad or click here to download the Chrome app for Android.


From your computer or tablet*, open our platform for case management:

*We recommend you access our platform from your computer/laptop or iPad/tablet. The screen will be very small on and it will be difficult to send a message to your caller on your mobile phone. For now, we suggest you do not use your phone to access. 

Video Tutorial

Click here to watch a video tutorial of how to use the platform to manage, track, and close cases.

>>Fast forward to 10:26 which is where the video starts.

Step by Step Instructions

Step 1a: Open the platform (see "Accessing Our Platform" above)

Step 1b: Login

Step 2: Two-factor authentication (only required each time you use a new device)

What Does Each Tab Mean?

**A note for our coaches who used Desk (if you never used Desk you can skip to Step 3):


Something you may notice is there is not an "Unassigned Cases" tab. That is because you will no longer be picking from a list of unassigned cases. There are a couple of reasons for this: 

  1. Coaches that don’t have the ability to login and select a case from that list as soon as I send a notification are continuously left out/unable to select cases.
  2. We want to make the process as fast as possible for person seeking support to be connected to a coach. With this new system, that could potentially happen within 10 minutes. A family seeking support could speak to a Helpline Specialist, opt-in to coaching over the phone with the Specialist, and then the system would auto-assign this person to a coach immediately.  

That said, you will be able to set your “Bio” preferences and select the types of cases you’d like to be assigned -- see Step 3 below. 


You will always have the option to “skip” a case if what was assigned to you is too close or too far from home -- just email Madison

Step 3: Adjusting Your Settings (only need to do this the first time you login OR if you want to make changes)

Don't forget to save!

Don't forget to save!

Don't forget to save!

Step 4: Accessing Your Cases

If you do have a case...

What are the "Action" buttons?

Step 5: Read Notes About Your Caller's Situation

Please note, if after reading the notes about your caller's situation, you feel the case is too close to home, too far from home, or you are wary of accepting this case for any reason, you always have the option to “skip” a case -- just email Madison. That said, you have all been trained to handle every single one of these cases so be confident in your ability to take any case that comes your way!

Step 6: Message Your Caller

A note on Snippets...






This is what your caller will see once you send a message
(it shows up as a text message for them):

Step 7: Look for their Reply

** if you are not hearing from your parent after 1-2 days from your first message, send another message. If after 2 additional days you have not heard, send a third message. If after a week from your first message, you still have not heard back from your parent, please close out the case (SKIP TO STEP 11 BELOW). 

You'll get a notification to your email or via text that tells you your parent has replied:

 You will also see that they have replied in the platform:

Step 8: Schedule Your Call ** this is a new (for previous Desk users) and very important step for everyone

IMPORTANT: When adding notes and scheduling your calls, you must use the select assessment -- launch assessment process (DO NOT click Add Notes).

Step 9: Make a Call

When you hang up...

Step 10: Add Notes from Your Call

Fill this checklist out accordingly. There is a question that allows you to type all of your notes from the call. 

Step 11: Repeat Step 9 & 10 for Each Call

Step 12: Ending a Coaching Case

***Before closing your case, please send a final message to your caller (Snippets has language you can pull from).

A reminder to please end coaching when:

  1. Your caller has not responded to you since you initially reached out
  2. You lost contact (maybe you had 2 calls and then they never got back in touch with you)
  3. You completed all 5 (sometimes 6) calls


If you run into any tech issues, please be sure: 

  1. You are using Google Chrome -- click here to download Chrome
  2. You have cleared your cache (pronounced like "cash") -- instructions below
  3. Your WiFi connection is strong -- you can test it by going to and clicking GO. You'll see an odometer start to calculate your speed. When the test is done, you'll see 3 numbers: the second number (Download) needs to be at least 10 Mbps and the third number (Upload) needs to be at least 5 Mbps in order to access the platform. If your connection is slow, please sit next to your router.
  4. If you get a message that says invalid username/pw, please refresh your page (the little circle/arrow button at the top left side of your screen).
    • Now, try again. The system won’t work if you try to re-enter your username/PW without refreshing the page.
    • The default PW is Drugfr33! (capital D; exclamation point at the end)
    • Please make sure you click the check box where it says I am not a robot and wait for the green check mark to appear BEFORE you click log in.

9 out of 10 times the tech issues lie within one of these areas. If you have confirmed all of the above and have followed the screenshot instructions above, and are still experiencing issues, please email Madison.

Clear Your Cache:

When the next window pops up, make sure you:

1. Make the time range = All time

2. Only check "Cached images and files"