Why can't I find a consumer?

Locating Consumers In SETWorks

I'm Unable to Locate My Consumer in SETWorks? What Should I Do?

All users
If you're unable to locate a Consumer in SETWorks, check the filtering options on the Consumer Index. If that doesn't work, have your manager or SETWorks administrator ensure you have the correct access. 

Terminology can be modified within SETWorks to better fit the needs of your organization. If the terminology in our articles are not the same on your site, talk to your local administrator to assist in translation.

Reasons you may not see a Consumer:

  1. It has not yet been entered into the system.
  2. Consumers associated with one or more departments.  The user must be associated with the same department in order to see the consumer. Assigning Consumers to Departments
  3. The consumer may have been inactivated (e.g. because the consumer moved, is no longer receiving services, has been discharged, or for many other reasons). 
    1. Use the "Status" dropdown filter to see Active, Inactive, or All consumers.
  4. If coverage has not been configured for your user account or you are not configured to cover the consumer.  See our support article on Coverage to learn more. Coverage
  5. Your search might be using filters.
For most instances listed above, you may benefit from reaching out to your manager or local administrator to assist. 




Assigned Staff Type and Assigned Staff filters

If you notice the Assigned Staff Type or Assigned Staff filters default when accessing the Consumer index, these are settings applied within the privileges in SETWorks.
These filters are intended to assist in seeing only the individuals on your caseload or consumers most relevant to your role and responsibilities.

You can adjust these filters manually by selecting the dropdown, or contact your manager or local administrator to adjust the settings within the privileges.
See our other support articles for more details. 



    • Related Articles

    • SETWorks AI Documentation Insights - SETWorks AI

      SETWorks AI Documentation Insights Overview: SETWorks AI Documentation Insights is a HIPAA-compliant feature that allows users to complete tasks for Activity Records. sers can complete tasks such as Summarization of Activity Records, Support Strategy ...

    • Assigning Consumers to Departments

      How do I assign my Consumer to a Department? All Users, Everyone There are privileges surrounding visibility and ability to assign consumers to departments. Terminology can be modified within SETWorks to better fit the needs of your organization. If ...

    • Create and share your own AI Agent - SETWorks AI

      How do I create my own SETWorks AI agent? Overview: SETWorks AI Agents provide HIPAA-compliant, secure chat functionality powered by specialized artificial intelligence. Designed to enhance productivity, improve communication, and streamline various ...

    • Report Builder Assistant - SETWorks AI

      SETWorks AI Assistant for the Advanced Report Builder Overview: The SETWorks Advanced Report Builder (beta) includes the SETWorks AI Report Builder Assistant, designed to simplify your reporting experience. This article will guide you on how to ...

    • SETWorks Training Guide

      This training guide is not meant to be a comprehensive training guide for your organization, rather a starter template for you to customize to meet your training needs. The screenshots and terminology used might not reflect what is configured in your ...