Qualifications & Eligibilities

Related Videos

Creating a Booking Requirement (8 minutes w/audio)

Creating and Using Hierarchies (6 minutes w/audio)

Creating and Applying Rate Qualifications (7 minutes w/audio)

Understanding Auto-Offer Issues for Interpreters (3 minutes w/audio)

We have mentioned Qualifications & Eligibilities briefly in other documents when Creating Contacts and Creating bookings.  Now let's look at how to set these up so they can actually be applied to Contact profiles and added as Requirements to bookings.

Firstly, let’s describe the difference between an Eligibility and a Qualification:

• Eligibilities - are basic criteria that must be met by either some or all of your Contacts/Interpreters in order to work for your agency or to work in certain settings while working for your agency.  For example, you may have a base requirement for all Interpretersto have a valid passport, or Interpreters that work in a medical setting may require an annual flu vaccine.  Eligibilities are mainly managed from a HR perspective but can also be added as a Booking requirement if relevant.
• Qualifications - are certain qualifications or certifications that your Interpreters may hold or be required to meet for certain settings and/or Bookings.  These criteria would be selected as a Requirement at the Booking level and only those Interpreters who meet the relevant requirement, i.e. hold that qualification, will be filtered as eligible for offering/assignment on that Booking.  For example, a Customer may request an appointment for a Court Certified Interpreter or an American Sign Language Certified Interpreter.  Once such a qualification has been set up on your system, subsequently associated with the relevant Interpreters and added as a Requirement at Booking level, the system will then filter only those Interpreters who meet the qualification.

Note that both Eligibilities & Qualifications from a system perspective are Criteria, choosing the Criteria Type subsequently defines it as an Eligibility or a Qualification and this choice will be down to how you like to organise from a business perspective.

Eligibilities

To setup Eligibilities:

• Navigate to the ‘Admin’ menu, hover on ‘Company’ and select ‘HR’ on the side menu

• Click on the New Criteria button on the left hand side
• Enter a Name and a Description for the Eligibility
• Choose a Policy from the dropdown menu; functionally this does not change any behaviour in the system, however the Policy will give you a visual cue on any actions that need to be taken:
  • If an Eligibility/Criteria is Valid (in date) it will appear in Green when viewing the corresponding Contact record
  • If a Strict policy is chosen and it is out of date/Invalid, the Criteria will appear in Red
  • When Lenient is chosen the Criteria will be Yellow when Invalid
  • If Info is selected, the Criteria will remain Green regardless of the validity status

• Set the number of days of Validity, for example if this is an annual Criteria you can enter 365
• Choose whether the Criteria is Active or Inactive (a Criteria can be Inactivated at any time if it is no longer a Requirement, note that they cannot be deleted for retrospective record keeping)
• Finally there are a number of checkboxes which will help you to define how the Criteria is managed:
  • Notify Expiration - will determine whether the Interpreter is notified about pending expiry. All notifications will be sent to the Interpreters Primary email address and to the Interpreter Manager if this field is populated with a valid email address under Admin > Company - Configuration tab. The number of days previous to set for expiration notices can also be set under Admin > Company - Notifications tab and the field: Days prior to expiration notice (Employment Eligibility) 
  • Customer Specific - this setting is a legacy setting and does not do anything
  • Enable for Booking - will allow the Eligibility/Qualification appear on the Booking form under the Add Requirement link below the References
  • Interpreter Can Manage - Interpreters can update and adjust the criteria from the Interpreter Portal themselves
  • Inactivate Interpreter - will mark an Interpreter as Inactive if the criteria is expired
  • Preset Criteria - the criteria will automatically be assigned to new Interpreters upon creation, the criteria will default to Invalid for new Interpreters until it is validated
  • Exclude from Assignment - there will be no effect on an Interpreter appearing for assignment despite having the criteria expired. If this is Not checked, an Interpreter with an expired Criteria will not appear for assignment
  • Enable for On Demand Calls (VRI / OPI) - this allows the qualification to be used as a filter for three specific categories of interpreter via the on-demand BHUB functionality. 
• Finally, click the check mark ✔ icon at the top of the Criteria to Save it

Qualifications

To setup Qualifications:

• Navigate to the ‘Admin’ menu, hover on ‘Company’ and select ‘Qualifications’ on the side menu (Note that you can also do this from the HR menu as above and when adding the new Criteria simply select Qualification as the Type)

• Click on the New Qualification button on the left hand side
• As outlined above, both Qualifications and Eligibilities are all Criteria within the system, the only difference being the type, therefore the Qualifications screen is the same as the Eligibilities screen
• Please follow the steps as outlined in the Eligibilities section above
• Note that you will most likely check the Enable for Booking checkbox as Qualifications are most commonly used at the Booking requirement level
• Make sure to click the check mark ✔ icon at the top of the Criteria to Save it

Adding Eligibilities & Qualifications to a Contact

Now that Eligibilities & Qualifications have been set up according to your agency needs they can be associated with Contact profiles in order to manage that your Contacts are meeting agency criteria and or to manage their additional Qualifications.

To do this:

• Navigate to the ‘Manage’ menu and select ‘Manage Contacts’
• Click on the dropdown menu beside the relevant Contact and click Edit (in full)
• Click on the Employment Status & Eligibility tab

To add an Eligibility:

• Click on the Add Eligibility link
• Select a Criteria from the list that you will have setup in the earlier part of this document
• All other fields are optional, you may for example wish to add a date on when this Criteria was Validated
• Make sure to click the check mark ✔ icon at the top of the Criteria to Save it
• You can continue to click the Add Eligibility link again to add any additional criteria
• When you have added all criteria that are relevant to this Contact, make sure to save the Contact profile by clicking the blue Save button on the left hand side

To add a Qualification:

• Click on the Add Qualification link
• Select a Criteria from the list that you will have setup in the earlier part of this document
• All other fields are optional, you may for example wish to add a date on when this Criteria was Validated
• Make sure to click the check mark ✔ icon at the top of the Criteria to Save it
• You can continue to click the Add Qualification link again to add any additional Criteria
• When you have added all Criteria that are relevant to this Contact, make sure to save the Contact profile by clicking the blue Save button on the left hand side

Adding Qualifications to a Booking

Now that your Qualifications have been established for your agency and subsequently assigned to relevant Contacts, you can now begin to add these as Requirements to your Bookings (note that only Criteria/Requirements which have Enable as Booking Requirement can be added to Bookings):

• Create a new Booking/Job as normal and choose the Customer, Client, Requestor, Location etc.  
• In the Appointment Details section you can then choose the Language, Service Type, Consumer etc.  
• On the right hand side click the Add Requirement link
• You can then choose a Requirement from the list of Qualifications/Eligibilities that you have previously setup and where Enable for Booking was flagged
• Complete the Booking by populating the Calendar and any other relevant sections and save the Booking

Let’s look at Offering and/or Assigning this Job:

• Go to the Assignments tab of the Job that you have just created
• Click on the Unassigned link
• At-a-glance you can now see that there is 1 Booking Filter which is the Requirement that was just added when creating the Job
• You will also see that only Contacts who have that Qualification associated with their profile will appear in the Interpreter List
• Remember, if no Interpreters appear in this list, you can toggle with the Job filters by clicking on Job Summary (Show/Hide)
• You can also remove the Requirement/Qualification by clicking Booking Filters and clicking the Red Trash Icon beside the relevant Requirement(s)
• You can then proceed to Offer and/or Assign this Job to the Interpreter List as usual

Booking Requirements and Rates

As we outlined above, Criteria/Requirements which have Enable as Booking Requirement flagged can be added to Bookings).  In addition you can also add specific Rates for Booking Requirements to your Rate Plans.  For example, you may charge higher rates for certain Booking Requirements.

To do this, simply click ‘Add Qualification Rates’ where applicable on the Rate Plan and select the appropriate Criterion that you wish to apply rates to.

This is covered in more detail on Rate Plan documentation within the Financials section.

Adding Qualifications at Customer Level

You can also add Qualifications at a Customer level so that these will persist as Requirement(s) for all Bookings for that Customer (note that only Requirements which have ‘Enable as Booking Requirement’ will be added to Bookings).

• Navigate to the ‘Admin’ menu and select ‘Customers’ 
• Search for and select the appropriate Customer in the list on the left hand side
• On the General Configuration tab, scroll to the very bottom
• Under the Booking Requirements section, Select Add Eligibility or Add Qualification as required
• Choose the Eligibility or Qualification as setup in the earlier sections of this document
• If you select the Required checkbox, this Requirement will be added to all Bookings and cannot be removed; if the Required checkbox is not enabled, the Requirement will be added to all Bookings but will have a Red Trash icon beside it so that it can be removed from the Booking if required
• When you have added any Eligibilities or Qualifications as required, be sure to Save Changes in the Navigation pane on the left hand side
• If you create a Booking for this Customer you will see that the Requirements are automatically added as enabled on the Customer configuration

Adding Qualifications at Consumer Level

You can also add Qualifications and/or Eligibilities (Criteria) at a Consumer level so that these will persist as Requirement(s) for all Bookings for that Consumer (note that only Requirements which have ‘Enable as Booking Requirement’ will be added to Bookings).

• Navigate to the ‘Manage’ menu and select ‘Manage Consumers’ 
• Using the dropdown menu next to the relevant Consumer, select Edit
• Go to the Criteria tab
• Start typing the name of a Criteria in the specified box and then select the appropriate criteria from the lookup (Criteria must be added in advance)
• Select Add criteria
• Use the blue Save button to save the Consumer profile
• When a Booking is next created for this Consumer, the added Criteria will be attached to the Booking
• To remove Criteria in the future, select Remove Criteria next to the relevant Criteria listed

Adding Requirements to Bookings using Reference Fields

You can also create Reference Fields that will automatically add criteria such as Eligibilities and Qualification to Bookings - see Reference Fields document for more info.

Updating the Name of Requirements

Changing the qualification name is retroactive; past jobs will update with the revised name. 
 
The qualification name will update on the interpreter profile, on the customer configuration and on the hierarchy if included. 
 
If the qualification is part of a dependent reference field, the qualification name updates
 
If it is used for a rate qualification, the name of the rate qualification will also be updated on the rate plan. 
 
Qualifications are not typically displayed in templates (emails, VoS, invoices, etc.) but if they are part of a template where the exact name of the qualification is used as the identifier, the template code should be reviewed and updated as needed. 
 

• 1c - Qualifications.pdf800 KB