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Penelope Portal User
Manual v1.2
for MHCSS Service Providers
Penelope is ACSO’s client information system; ACSO has created the Portal in order for MHCSS Service Provider
to have access to and communicate client information that is usually shared via fax/phone/email. This Manual
documents the processes for using the Penelope Portal.
Australian Community Support Organisation
Penelope Portal Team
penelope@acso.org.au
Penelope Portal Manual for MHCSS Service
Providers
Table of Contents
Logging into Penelope............................................................................................................................. 4
Recommended browser................................................................................................ 4
URL ................................................................................................................................ 4
Pop-Ups......................................................................................................................... 4
Login limit...................................................................................................................... 4
Terms of Use Page ........................................................................................................ 5
Overview of Landing Page....................................................................................................................... 6
Change Password .......................................................................................................... 7
How to Change Password ............................................................................................................... 7
My Tasks ....................................................................................................................... 8
Add Tasks ........................................................................................................................................ 8
Common Tasks & What to Do ....................................................................................................... 10
Deleting Tasks in Bulk ................................................................................................................... 11
Events (Client) Search ................................................................................................. 12
How to search ............................................................................................................................... 12
How to utilise search results ......................................................................................................... 13
My Case Load .............................................................................................................. 13
Service File Overview ............................................................................................................................ 14
Individual Profile tab ................................................................................................... 15
Case tab....................................................................................................................... 15
Workers box .................................................................................................................................. 16
Service History tab ...................................................................................................... 17
Events Overview ................................................................................................................................... 17
Service Event ......................................................................................................................................... 19
Attendees .................................................................................................................... 20
Documents .................................................................................................................. 21
Viewing the MH – Intake Assessment........................................................................................... 21
Completing a MH – Outcomes ...................................................................................................... 26
Attachments................................................................................................................ 29
Attachment File Names................................................................................................................. 29
How to Open Attachments ........................................................................................................... 30
How to Upload Attachments ........................................................................................................ 31
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How to Delete Attachments ......................................................................................................... 33
Client Photo ................................................................................................................ 34
How to upload your client photo .................................................................................................. 34
How to get HELP.................................................................................................................................... 35
Glossary of Terms.................................................................................................................................. 36
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Logging into Penelope
Recommended browser
Firefox version 11, Internet Explorer version 9 and Safari version 5 and above are most compatible
with the ACSO Penelope Portal.
Please contact your internal IT support to ensure you are using a compatible browser. The Penelope
Client Management System is not fully compatible with other browsers.
URL
There are two Penelope Portal Sites:
1. Live site https://cms.acso.org.au
The Live site is, as the name suggests ‘Live’. Data entered here will be used and processed.
2. Training site is https://cms-training.acso.org.au
The training site however is to be used when you would like to test, play, practice entering
data or completing tasks. Data here will not be processed.
Pop-Ups
The Penelope log in screen will appear in another window per the example below:
As such, it is important you ensure pop-ups are enabled and allowed. Should you not see the login
screen, please contact your internal IT support to assist you in enabling pop-ups.
Login limit
If you enter an incorrect password more than three times you will be locked out of Penelope. Once
your account has been locked, you will see a message asking you to contact your system
administrator. Your system administrator is ACSO and can be contacted at penelope@acso.org.au
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Terms of Use Page
Each time you go to log into Penelope you will be reminded of the Terms of Use Agreement below:
‘This is a private system operated by ACSO. Authorisation from ACSO is required to use this system. By logging in you
agree to be bound by and comply with the current Terms of Remote Access published by ACSO and available on the
ACSO website. Use by unauthorised persons is prohibited and may result in civil and/or criminal liability and
prosecution.’
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Overview of Landing Page
Links to the
Athena
Software
website.
Navigates
you back to
this Home
Page.
Locks your
Penelope
session.
Archive of
system
notifications.
Logs you out
of Penelope.
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Events
(Client)
Search
Lists your
active
clients.
Scroll bar: to
scroll up and
down if your
My Case
Load is very
long.
Option to
manage your
password.
Manage
tasks.
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Change Password
ACSO Penelope passwords must be:
 alphanumeric with
 one non alphanumeric and
 over 6 characters long
An example of this would be ‘abc123?4’.
How to Change Password
1. Go to Account Maintenance
2. Click on Change Password
3. A pop-up will appear for you to change your password.
4. Click ‘save’ once you are done. Remember your new password.
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My Tasks
These are tasks that workers can set for themselves as reminders, or that managers can set for their
subordinates, or that workers can set for each other. NOTE: tasks can only be sent to one worker at
a time.
Add Tasks
1. To add a task, click the ‘Add’ link in the top right corner of the box.
2. The Task creation page will appear where you can
 Enter a title for the task (example: Complete Report X)
 Option to mark as ‘completed’ — leave box unchecked if task not completed yet
 Set due date and time
 Set task for specific employee (leave blank if task is for yourself)
 Set the priority (Moderate, Urgent, etc.)
 Add any notes as necessary
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3. Click ‘Save’ and you will be taken to the Task page, where you can ‘edit’ or ‘delete’ the task you
have just created.
4. Once the task has been created, it will now show up in your ‘My Tasks box’ (if you set the task
for one of your workers, it will show up in their My Tasks box the next time they log in).
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Common Tasks & What to Do
Here are some of the task titles you will frequently see:
Task Titles
Details of the
task/Notes
“new case –
MH –
MHCSS Case
Comprehensive
(12345)”
Assessment
(79354)
“New Appt
You have a new
MMM-DD-YY at
service
HH:MM”
appointment on
Jul-29-14 at
02:00PM with
TEST 40, Client
\n\nMH - Intake
Assessment
(79354)\n1
Session (150348)
“Smith, John
Worker Smith,
completed
John completed
document in
“MH –
MHCSS Case”
Appointment
Form” in MHCSS
Case (49521) in
MH –
Comprehensive
Assessment on
29-Jul-2014
“Event
Service MH Reminder:MHCSS Intake
Case (12345)”
Assessment
(Service File ID:
79354) now has 1
event(s) in Case
MHCSS Case
(49521)
What it means
What you need to do:
A new MHCSS case with MHComprehensive Assessment
service file ID 79354 has
been assigned to you.
A client appointment has
been booked for 29 July
2014 at 2pm, with you for
MH- Comprehensive
Assessment service file ID
79354.
Nothing. This Task comes
with the new appointment
and document completion
tasks.
From your My Case Load,
look up the client’s MH Intake Assessment service
file. Click on the 29 July
appointment and complete
the Appointment Form.
On 29 July 2014, worker
named John Smith
completed the Appointment
Form within an MHCSS Case
number 49521.
Nothing. This Task comes
with the new appointment
task and new case task.
Client appointment in MHIntake Assessment service
file ID 79354 is scheduled to
happen shortly. The MH –
Comprehensive Assessment
service file is part of the
MHCSS Case number 49521.
From your My Case Load,
look up the client’s MH Comprehensive Assessment
service file. Click on the 29
July appointment and if not
already done, complete and
the appointment has
already occurred, complete
the MH – Outcomes
document.
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Deleting Tasks in Bulk
It is important to delete tasks that you have completed or are not relevant. This is to ensure that the
tasks don’t accumulate and cause the system to slow down.
To delete tasks:
1. Check the box beside each task
2. Click ‘Delete’
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Events (Client) Search
This function allows you to search for any of your clients you have been provided services for (open
or closed).
How to search
1. Type in the first 4 letters of either the First OR Last name and click ‘Go’. Note: you cannot search
for both at the same time, i.e. John Smith
2. You can narrow your search by using the date range filter and/or the status filter. The status
filter enables you to search either open or closed services.
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How to utilise search results
1. Search Results can be sorted alphabetically by clicking on the appropriate column title, if you
click the same column title twice it sorts it from Z to A instead of A to Z.
2. To view the Service Details select the Service File, to see the Event details click on the
appointment date against the client name.
My Case Load
My Case Load lists all current clients associated with you or your Agency. Clicking on the Service File
name will take you to the client’s file.
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Service File Overview
The client Service File is made up of three tabs:
Contains demographic
information about the client.
Contains Referral and
Workers’ Details
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Lists the client’s previous service history
(brokered by ACSO & ACSO Internal programs)
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Individual Profile tab
Here you will see all available contact information as well as demographic information.
If you believe any of the information provided is out of date, please complete the “Update Client
Details" form available at the Event.
Case tab
Here you can see the date the referral was made and the names of the worker(s) involved.
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Workers box
Here you will find a list of current parties associated with the Service. Including ACSO staff, you and
your Agency.
Clicking their name will bring up respective contact information. If you believe any of the
information provided is out of date, please contact the Penelope Support Team via
penelope@acso.org.au
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Service History tab
The service History tab presents the previous list of services the client has been engaged in, either
internally or that have been brokered by ACSO.
Service Name:
You can view the service details by clicking on the service name – only if you provided that service.
Agency:
If there is a persons’ name listed as the Agency, it means the service was provided by ACSO.
Otherwise you will see the name of the Agency that provided that service. If you click on the Agency
name you will find their details.
Events Overview
You will be able to access the Service Event Details under each of the three Service File tabs.
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The Service Event includes details of the booking ACSO has made for the client in that service file.
The details are:
Label name
Date
Time
Event Description
Duration
Status
Event type
Definition
date of booked appointment
time of booked appointment
Default is 1 Session. If known name of Clinician attending that
appointment.
length of time the booking is booked for in minutes, default is 60mins
Booked = appointment has not occurred.
Attended but not assessed = client was not suitable to be assessed
Cancelled = Either the client or ACSO cancelled the appointment
No Show = The client failed to answer the phone call from ACSO
Show = Client completed the Intake Assessment with ACSO
internal classification
To view the complete Booking details, click the date.
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Service Event
The Service Event Page provides the complete details of the booking made.
Some of the information on this page includes:
Term
Service Event ID
Site
Case
Service
Start Time
End Time
Notes
Definition
System generated number for that appointment.
For Intake Assessment this will be the ACSO site it occurred. For
Comprehensive Assessment this will be “ACSO Central Office”.
Case Name will be “MHCSS Case”
Classification of Service Type
Start time of booked appointment
End time of booked appointment
Under the ‘Notes’ section you will find a template for ACSO staff to write their
notes (if any) from the appointment
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Attendees
The attendees tab detail the persons booked to attend the event.
Details include:
Name – Attendee name with either a green or red dot. Green = attended, Red = did not attend.
If this symbol appears next to the client’s name, this indicates a Safety Concern. Hover the
mouse over the symbol to see more detail.
Contact – contact details (if any)
Type – Internal Classification
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Documents
In the Service Event under the documents section you can find documents completed and
documents you can complete. Please note that you can only edit documents that you created. If a
document has a locked symbol next to it, no one is able to edit the document, not even ACSO.
Documents
completed
Documents
you can
complete
This list details the Documents you will see and their purposes:
Document Name
Purpose
When
MH –
Appointment
form
To advise ACSO that the
appointment has been booked
and who the clinician, in order
for ACSO to assign the clinician
to the clients file
To advise ACSO the outcome of
the comprehensive assessment.
So if the client contact’s ACSO
again, we can decide whether
they need a new intake screen
or whether we need to refer
them back to the MH Service
provider.
As soon as the
appointment
has been
confirmed
MH – Outcomes
MH – Intake
Assessment
To screen the client for a
Comprehensive Assessment
Update client
details
If you find that we have the
incorrect demographic
information about a client you
can notify us to update it on
Penelope.
Once the
Comprehensive
Assessment has
been completed
and no further
service is
required. Or
after service
completion, if
further service
is required.
At Intake
When you
notice that we
have the
incorrect client
information
To Be
Created By
MH
Provider
To be
Viewed by
ACSO
MH
Provider
ACSO
ACSO
MH
Intake
Provider
Assessment
MH
ACSO
Provider
Viewing the MH – Intake Assessment
1. To view the MH – Intake Assessment click on the MH - Comprehensive Assessment Service File.
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2. Then once the clients Individual Profile has appeared, select the Service History.
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3. Now select the clients MH – Intake Assessment, you will notice a small refresh on the page
4. Select the Event Date of 1 Session which is the Intake Assessment appointment.
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5. Select the completed MH –Intake Assessment.
6. You can view the MH – Intake Assessment in the current format or press ‘Print’ to see a
formatted version (This does not actually print the letter).
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Completing a MH – Outcomes
The MH – Outcomes document is completed once the Comprehensive Assessment has been
completed and no further service is required. Or after service completion, if further service is
required. This is completed at the MH - Comprehensive Assessment service file. It is required to
inform ACSO that the client referral has been completed and the file can be closed on Penelope.
Therefore, any client that appears on your My Case Load indicates that an MH – Outcomes
document has not been competed. To completed the MH – Outcomes document:
1. Select your client’s MH – Comprehensive Assessment service file from your home page
2.
Select the Service Event Date.
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3. Select ‘Documents’ to open up that function
4. Select MH – Outcomes from the drop down list.
5. The client and appointment details will pre-populate. Complete all the Attendance, Outcomes
and Eligibility sections and click “finish”.
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6. This document will now be processed and the client will be removed from your Case Load.
If you have made a mistake you can click ‘edit’ make the changes and click ‘finish’.
7. However, the document is locked upon processing. If the document is locked and you can no
longer edit it (no edit button), you must complete another MH – Outcomes document and notify
ACSO via mhcss@acso.org.au
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Attachments
The Attachments section allows you to upload relevant attachments to the client’s file.
Relevant files are documents that will assist ACSO in providing quality and timely services.
Please note there is a size limit of 5MB per attachment.
The Attachments section can be found in the Service Event.
Attachment File Names
Prior to uploading attachments, ensure the file name matches the ACSO Penelope file convention
which is:


No spaces/blanks between words
The format should be: {Date}_{Descriptive-name}_{Program}_{Client-ID}.
 Where the {date} is in the YYYMMDD format, i.e 20121105. 8 characters long
followed by an underscore, this is the date of the file creation.
 Where the {descriptive_name} is a description of the file contents and purpose - up to
50 characters using ‘n’ dash instead of spaces. This could include a versions identifier
in the form of V#, i.e. V1 for version 1.
 Where the {Program} is the ACSO program area followed by an underscore
 Where the {Client_ID} is the client identifier of the clients name (and DOB where
appropriate). When that is not applicable or useful, using a client identifier should be
used.
 Penelope IDs (& case IDs).
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How to Open Attachments
1. Select the client’s Select your client’s MH – Comprehensive Assessment service file from your
home page
2. Select the Service Event Date.
3. Click on ‘Attachments’ to open up the function. You will see three tabs underneath: Download,
Upload and Template.
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4. Select the Download tab to see all attachments, and click the file name.
How to Upload Attachments
1. Select your client’s MH – Comprehensive Assessment service file from your home page.
2.
Select the Service Event Date.
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3. Click on ‘Attachments’ to open up the function. You will see three tabs underneath: Download,
Upload and Template.
4. Select the ‘Upload’ tab then click ‘Browse’ to find the document on your computer, once you
have found the file click ‘open’ to select the file.
5. To complete the upload, click “Go”. You will see the “busy” icon uploading the attachment and
once the screen clears.
6. Once uploaded, you will be able to access the attachment under the Download tab.
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How to Delete Attachments
To delete a document, you must email penelope@acso.org.au with “Delete Attachment” in the
subject of the email and include the following details:




Client ID
Service Event ID
file name of the attachment you want to delete
reasons for deletion
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Client Photo
You have the option to upload the client’s photo. Please Note you cannot delete the uploaded
photo, you can only change it to the latest/correct one.
The same File naming convention and size applies as detailed above under Attachments.
How to upload your client photo
1. In the Service Event, click on ‘Client Photo’ to activate that function
2. Click on ‘Browse’, select your photo, click ‘open’
3. Press ‘Go’ and the photo will upload.
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How to get HELP
Contact us via Penelope@acso.org.au .
There are resources available for download at our website: www.acso.org.au/penelope .
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Glossary of Terms
Page
Field
Description
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Individual Profile Page
Case
Case
Case
Case
Case
Case
Case
Case
Case
Case
Internal Client Identifier
Client’s Name
Client’s Date of Birth
Client’s Gender
Internal Intake information
Does the Client speak English
Client’s Primary Language
Client’s Contact Details
Client’s Address
Criminal Reference Number (CRN)
Scars/Tattoos/Facial Hair etc.
Nationality/Indigenous status
Casual/Full Time/Education etc.
Is an Interpreter required to communicate?
Earliest Eligibly Date
Adult Parole Board Meeting Date
Clients placed on a Court Order
Clients placed on a Youth Justice Order
Benefits/Employment/Pension etc.
The current Order Type
Earliest Discharge Date
May not be captured
Any other names used
Anxiety/ADD/Bipolar etc.
ABI/Speech/Vision etc.
May not be captured
May not be captured
Allocated worker based on gender
Country of Birth
Asthma/Cancer/Diabetes etc.
Internal categorisation of StepOut/Parole
Car/House/Homeless etc.
Based on how client was referred to COATS
Main drug of dependence
When the client was referred to COATS
Internal Classification
Maybe different in Pre-Parole Cases
Client Request/Requirement/Risk etc.
Maybe different in Pre-Parole Cases
MHCSS Service Provicer, ACSO
Internal Service Identifier
Case Name
Individual ID
Name
Date of Birth
Gender
Site
Speaks English
Language
Contact
Address
Criminal Ref. #
Distinguishing Features
Cultural Background
Employment Status
Interpreter Required?
EED
APB Meet Date
JAID
CRIS #
Primary Income
Primary Legal Status
EDD Date
Eye Colour
Alias(es)
Primary Mental Health
Primary Disability
Height
Weight
Gender Specific Alloc?
Country of Birth
Primary Health Condition
COATS Pre-Enrolment
Housing Status
Current - Referral Type
Primary Drug of Choice
Current Referral Date
Funding Source
Original – Referral Type
Urine Drug Screening
Original – Referral Date
Workers
Service File ID
Case
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Case
Case
Case
Events
Events
Events
Events
Events
Events
Events
Service Start
Service End
Status
Date
Time
Event Desc.
Dur(min)
Status
Event Type
Service Event ID
Events
Events
Events
Attendees
Attendees
Attendees
Service
Start Time
End Time
Name
Contact
Type
When the Service was initiated
When the Service was closed
Open=Engaged/Closed=Finished
Date of First booked Appointment
Time of First booked Appointment
Should show Original Workers Name
Default set to 60 minutes
Attendance status
Internal Classification
System generated identifier for the
appointment
Classification of Service Type
Start Time of First booked Appointment
End Time of First booked Appointment
Should list all associated with Service File
Contact Details
Classification of Attendee
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