New hires
Join a mentor-led team group, ask “how do we…” questions in chat, and use Knowledge Base prompts to learn official steps between shadowing sessions.
In-app staff support
Learn from mentors and teammates—without leaving CareTrack
Guides & tutorials in CareTrack are not a separate training portal. Support lives where staff already work: group chat for team questions, mentors (team leaders and supervisors) for hands-on guidance, and the Knowledge Base when someone needs policy answers on their own. New hires get structure; experienced workers get quick refreshers from people they trust.
People first, then policies
When a worker is stuck on a visit note, a plan stage, or a client and family message, they message their mentor or open a team group—instead of hunting through email threads or waiting for the next staff meeting.
- Group chats for case teams and onboarding cohorts
- Team leaders as named mentors inside Team Management
- Knowledge Base for self-serve policy lookup anytime
How in-app guidance works
CareTrack combines human support with structured reference material so both new and veteran staff stay confident.
-
New staff join a team with a mentor
Admins assign workers to teams in Team Management. Each team has a leader who acts as mentor—the person new hires turn to for workflow questions, case judgment, and agency expectations.
-
Create a group chat for the team
From Messages, staff start a group with a name like “Family Support Team” or “New Hire Cohort”, add the mentor and colleagues, and keep guidance in one searchable thread with attachments and read receipts.
-
Ask in the moment
Before a home visit, after a difficult call, or while updating a plan—workers post a question in the group or message their mentor directly. Answers stay tied to the people who know the case context.
-
Pin what matters
Important group conversations can be pinned so onboarding checklists, escalation reminders, and mentor tips stay at the top of the Messages list when workloads get busy.
-
Fall back to the Knowledge Base
When the answer is policy, not opinion, staff open the Knowledge Base assistant for documented procedures—suggested prompts cover plans, visits, closure, confidentiality, and escalation.
-
Mentors guide; teams improve together
Experienced workers share shortcuts in group chat. Mentors correct course early. Over time, the same threads become informal tutorials the next cohort can scroll back through.
Support for every stage of experience
Group chat and mentoring meet different needs than static manuals—but they work alongside them.
Experienced staff
Answer mentees in group threads, share practice tips, and point colleagues to the right case or policy without repeating the same email every week.
Case teams
Spin up a group with everyone on a client and family—primary worker, cover staff, and supervisor—so handoffs and complex decisions happen in one place.
Team leaders & mentors
Team Management shows who leads each group. Leaders coordinate onboarding, monitor group chats, and escalate when a worker needs more than chat can provide.
Files & images in chat
Share redacted examples, screenshots, or forms inside a group so mentors can show—not just tell—how documentation should look.
Company-scoped & secure
Staff group chats stay inside your organization. Client and family messages remain separate in their own portal—mentoring and casework guidance stay among staff.
Why teams guide each other in-app
- Faster answers from mentors who know your agency’s culture
- New staff build confidence before taking full caseloads alone
- Group threads preserve informal tutorials for the next hire
- Less reliance on side channels like personal texting or email
- Knowledge Base fills gaps when mentors are unavailable
- Experienced workers stay connected without extra meetings