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. 



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