Managing password resets for staff or clients as a coordinator

Overview

When to reset password

Password reset comes in handy when it is required. It might be requested when

1. clients/staff forgot their password
   
2. password is no longer safe and secure
   
3. it's time for a regular reset to prevent constant access
   

If people are trying to login on CareVision Management Portal: https://webportal.carevision.com/, and see the below notification, it means that either the username or the password they have inputted is not correct.

If people see the below error message while trying to login on CareVision Management Portal, it does not imply the combination of username and password is not recognised. It means that the account they are loggig in with has a lower level of access, and it's not allowed to view the Management Portal.

In fact, clients and carers (including social workers and registered nurses)' accounts are only allowed on Mobile App, and the "Login failed: You are not authorised beyond the point." message means that their account simply has no access on the Management Portal.

If you are resetting their password because they forgot it, before taking the reset action, please check the list below to make sure the password is not wrong because of

1. a typo
   
1. alphabets are close to each other on the keyboard, e.g. a and s
   
2. a name in the ID is not spelled correctly, e.g. Lily and Lilly
   
3. a character is misread, e.g. number 0 and alphabet O
   
2. a space left in between or at the end of the username and password, which happens quite a lot while copying and pasting the strings
   

Who to reset password

Password reset can be done by staff members and clients themselves whenever they want to, and please read this article if you would like to suggest your client/staff to do a self-service password reset: Recovering username or password.

Coordinators not only reset passwords for clients and staff when they are requested to, but also manage passwords from an organisation's perspective to ensure cyber security. When coordinators manage password resets for other people, they can do only do it on both Login page and the user's Profile.

1. If on Login page, the coordinator can do it for anyone, and the process is the same as client/staff self-service password reset in the above article.
   
2. If on the user's Profile, the coordinator can only do it for people with lower access level than theirs on CareVision. This article will focus on how coordinators can manage password resets for staff and clients on user profiles.
   

Where to reset password

When staff members and clients reset their own passwords, they can choose to reset on the Login page on both Management Portal and Mobile App.

When coordinators manage password resets for staff members and clients, they can not only follow the guidelines above for clients/staff self-service password reset, but also reset the the passwords on the people's profiles on CareVision Management Portal.

What information is needed for password reset

When resetting passwords on the CareVision Login page, the required information is listed below:

1. Username
   
2. Email address - If the client/staff member has multiple email addresses, please make sure you input the email address they are using on CareVision (meaning that it's the email address on their detailed profile)
   

When coordinators manage password resets, they only need to login as themselves and find the profile of the correct person and action.

Resetting password for clients and staff

Resetting password on Login page on Management Portal or Mobile App

As mentioned above, when you are resetting passwords on Login page on either Management Portal or Mobile App, you need both their username and email address for CareVision. If you don't know their username, please retrieve their username first. When you have both the username and email address, you can then reset the password for them. Steps are in Recovering username or password.

Resetting password on client/staff's Profile page

For users with a lower access level then yours, as a coordinator, you can find the reset password button in the toolbar below the client's profile picture.

If you click on that, a notificaiton windows shows up to confirm if you want to reset the password of this user. If you click on the Yes button to confirm, the new password will be generated and sent to the user via an email.

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