Organization Guide: User Management

This guide explains how to manage users within your organization, including adding team members, assigning roles, and removing users.

Overview

As an organization administrator, you can manage the users who have access to your organization's data and resources in the CRM system.

Understanding User Roles

Organization Administrator (Org Admin)

Capabilities:

  • Full access to organization data
  • Can manage resources
  • Can manage users in their organization
  • Can review and respond to referrals
  • Can view organization reports
  • Can edit user email and set/reset passwords for managed users
  • Can archive/restore users and permanently delete archived users

Who Should Have This Role:

  • Organization leadership
  • Program managers
  • Supervisors who need full access

Caseworker

Capabilities:

  • Can create referrals for clients
  • Can view clients in your organization
  • Can manage their caseload
  • Cannot manage resources or users
  • Limited to assigned organization

Who Should Have This Role:

  • Direct service staff
  • Case managers
  • Intake specialists
  • Front-line workers

Accessing User Management

Step 1: Navigate to Admin

  1. Log in as organization administrator
  2. Click "Admin" in the main navigation
  3. Look for "Users" or "Team Members" section

Step 2: View Current Users

You'll see a list of all users in your organization showing:

  • Name and email
  • Role
  • Created date
  • Last activity (if available)

Adding New Users

Step 1: Start User Creation

  1. Go to Admin → Users
  2. Click "Add User" or "Add Team Member" button
  3. You'll see the user creation form

Step 2: Enter User Information

Fill in required fields:

Email

  • User's email address
  • Will be used for login
  • Must be unique in the system
  • Important: User will receive login credentials

Password

  • Initial password for the user
  • User should change on first login
  • Must meet security requirements

First Name

  • User's first name
  • Appears in system

Last Name

  • User's last name
  • Appears in system

Step 3: Assign Role

Select appropriate role:

Organization Administrator

  • Full organization access
  • Can manage users and resources
  • Use for supervisors/managers

Caseworker

  • Limited to caseload management
  • Can create referrals
  • Use for direct service staff

Step 4: Assign to Organization

  • Your organization should be pre-selected
  • Verify it's correct
  • Note: User will only see your organization's data

Step 5: Create User

  1. Review all information
  2. Click "Create User" or "Add User"
  3. User account is created
  4. User receives login credentials (via email or you provide)

Editing Existing Users

Step 1: Find User

  1. Go to Admin → Users
  2. Find the user in the list
  3. Click "Edit" next to their name

Step 2: Update Information

You can modify:

  • Role - Change between staff, caseworker, and viewer
  • First Name - Update name
  • Last Name - Update name
  • Email - Updates login email (normalized to lowercase)
  • Password - Set a new password when needed
  • Organization - Locked to your organization

Important: Org admins cannot edit Admin or Org Admin accounts.

Step 3: Save Changes

  1. Review modifications
  2. Click "Save Changes" or "Update User"
  3. Changes are applied immediately

Removing Users

When to Remove Users

Remove users when:

  • ✅ Employee leaves the organization
  • ✅ User no longer needs access
  • ✅ Role changes to different organization
  • ✅ Account is inactive

Step 1: Find User

  1. Go to Admin → Users
  2. Find the user to remove
  3. Click "Delete" or "Remove" next to their name

Step 2: Archive, Restore, or Delete

You'll see a confirmation page showing:

  • User details
  • Archive status and restoration options
  • Permanent delete option only when already archived
  • Warning about irreversibility for permanent delete

Recommended Flow:

  1. Archive user first (reversible)
  2. Restore if needed
  3. Permanently delete only if the account should be fully removed

Step 3: Confirm Removal

  1. Review the information
  2. Click "Archive User" for standard offboarding
  3. If already archived, use "Permanently Delete User" only when final removal is required
  4. User access is removed based on the action selected

Best Practices

Adding Users

  1. Verify Need - Ensure user actually needs access
  2. Assign Correct Role - Give appropriate permissions
  3. Provide Training - Ensure user knows how to use system
  4. Set Expectations - Explain their role and responsibilities

Managing Roles

  1. Principle of Least Privilege - Give minimum access needed
  2. Review Regularly - Check if roles are still appropriate
  3. Update When Needed - Change roles as responsibilities change
  4. Document Changes - Keep records of role assignments

Removing Users

  1. Remove Promptly - When employee leaves
  2. Verify First - Confirm user should be removed
  3. Backup Data - Ensure important data is preserved
  4. Notify Team - Inform relevant staff of removal

User Onboarding

New User Checklist

When adding a new user:

  1. ✅ Create user account
  2. ✅ Assign appropriate role
  3. ✅ Provide login credentials
  4. ✅ Share training resources
  5. ✅ Explain their responsibilities
  6. ✅ Show them relevant guides
  7. ✅ Set up initial access
  8. ✅ Follow up after first login

Training Resources

Direct new users to:

Security Considerations

Password Management

  • Users should change password on first login
  • Encourage strong passwords
  • Consider password reset policies
  • Monitor for security issues

Access Control

  • Only add users who need access
  • Remove users promptly when they leave
  • Review user list regularly
  • Monitor for unusual activity

Role Management

  • Assign minimum necessary permissions
  • Review roles periodically
  • Update roles when responsibilities change
  • Document role assignments

Common Scenarios

Employee Leaves Organization

  1. Remove user account promptly
  2. Reassign their caseload if needed
  3. Preserve important data
  4. Update any shared resources

Role Changes

  1. Edit user to change role
  2. Update permissions as needed
  3. Provide training for new role
  4. Update documentation

Inactive Users

  1. Identify inactive accounts
  2. Contact user to verify need
  3. Remove if no longer needed
  4. Keep list current

Multiple Organizations

If a user needs access to multiple organizations:

  • Contact system administrator
  • May require special configuration
  • Each organization manages its own users

User Activity

Monitoring Activity

Track user activity:

  • Last login date
  • Recent actions
  • Referrals created
  • Resources managed

Identifying Issues

Watch for:

  • Inactive accounts
  • Unusual activity
  • Access problems
  • Training needs

Troubleshooting

User Can't Log In

  1. Verify account exists
  2. Check role assignment
  3. Verify organization assignment
  4. Reset password if needed
  5. Contact support if issue persists

User Can't See Data

  1. Verify organization assignment
  2. Check role permissions
  3. Verify data belongs to organization
  4. Contact administrator if needed

Can't Add User

  1. Verify you have org_admin role
  2. Check email isn't already in use
  3. Verify all required fields
  4. Contact support if issue persists

Related Guides

Need Help? Contact your system administrator for assistance with user management.