Perhaps the most important role in the implementation of ServicePoint®, or other Bowman Systems product, is that of the “System Administrator.” The duties of this role are demanding, particularly during the initial phases of implementation. The success of the implementation is directly linked to the success of the System Administrator in fulfilling all responsibilities of the role. This individual, or team of individuals, is responsible for determining the organizational structure of their specific implementation of ServicePoint®. This decision has a major impact on how the system will function for all of the agencies within a ServicePoint® installation, affecting the security model and reporting capabilities of ServicePoint®.
Please note that the System Administrator's job is a full time responsibility. The responsibilities of this position may be split by two or more individuals (depending on the size and scope of the implementation); however, this type of job sharing requires a high level of coordination and communication between these individuals.
Administration (including building aggregate data reports and audit reports)
Following proper Policies and Procedures
System Administrator Access to ServicePoint®
System Administrators have the highest level of access to information in ServicePoint® . These individuals play a key role in system functionality and management. There are three types of System Administrators within ServicePoint® :
System Administrator II – System Administrator II’s have full and complete access to the system. However, this user does not have the option of entering data for any Provider other than the default Provider assigned to their User ID. This is the most common access level for those individuals assuming the responsibilities of being the “System Administrator”; normally they would not enter client data into the system.
System Administrator I – System Administrator I’s have the same access rights to client information as an Agency Administrator. However, this user has greater access to administrative functions than Agency Administrator. It is useful to think of a System Administrator I as powerful Agency Administrator rather than a limited System Administrator II, and as such, this access level is not typically used unless the installation is for a large county or statewide installation. This access level would also work for a Resource Manager in AIRS/I&R Implementations who need full access to the system, but would also need the ability to take calls or enter client data for emergent reasons.
System Operators – System Operators have no access to ClientPoint or ShelterPoint, and therefore cannot enter client data. They have no access to reporting functions, but this level does have access to administrative functions. The System Operator can setup new agencies, order additional user licenses and modify the allocations of licenses, add new users, reset passwords, and access other system-level options. The System Operator helps maintain the system, but does not have access to any Client or Service Records.
The primary role of the Agency Administrator is to support End-Users and report problems to the System Administrator. However, one important duty of an Agency Administrator is to work with the System Administrator in developing proper policies and procedures, as well as determining required data elements for reporting needs. They are then charged with the responsibility to ensure that End-Users are following the defined procedures and are correctly entering data into ServicePoint®. The number of Agency Administrators will vary with the size of the installation. Having an Agency Administrator is usually determined on whether there are multiple providers (agencies) using ServicePoint®.
Agency Administrator Skills
Excellent organizational and planning skills
Knowledge of Microsoft Internet Explorer, Firefox or Chrome
Agency Administrator access to ServicePoint® is one level below the System Administrator. This level has access to most ServicePoint® functions, and usually manages specific providers (agency/programs) within the system. There are two types of Agency Administrators within ServicePoint®:
Executive Director – This level has the same access rights as Agency Administrator (see below), but ranked above Agency Administrator.
Agency Administrator – Agency Administrators have access to all features of ServicePoint® , including administrative functions specific to the providers that they have access to, except the following:
This level can add/remove users for his/her agency and edit their agency and program data. They have full reporting access, with the exception of Audit Access Report.