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After logging into Convercent, you can access the “Issue Manager,” “Question Manager” and “Investigation Manager” from the right sidebar on your Dashboard or Case Health screens:
Case Manager Sidebar [View Image]
Cases will be displayed with certain key pieces of information for quick reference. To access the details of a specific case, click on a case or search by case number, tags or title.
After logging into Convercent, click "Report an issue via Proxy" under Quick Links on the right sidebar on your Dashboard or Case Health screens:
report-by-proxy [View Image]
Things to consider:
Case access can be shared/delegated to any individual with Case Management Administrator, Moderator or Viewer security roles.
To assign/delegate a case to a member of your team, click Manage allowed users for this issue:
users-with-access [View Image]
Individuals added to a case will automatically receive an email with access information. By default, any individual mentioned in the filed report will automatically be denied access.
Managing cases includes communicating with the reporting party and members of your team; creating and managing tasks; adding attachments related to the issue (e.g., work papers); and creating an investigation if required.
Convercent saves all message history in a central location for each case. Those with access to the case can start a message thread with the reporting party or with others on the internal team who have access to the case. To start a new message, click Start new message with reporting party or Start new message with the internal team in the "Messages" section.
communication-thread [View Image]
Pay close attention to whether you are selecting Start new message with reporting party or Start new message with the internal team to ensure communications are received by the appropriate recipient.
As new messages are posted, individuals that have access to the case will automatically receive an email indicating the case has been updated (individuals will need to have their notification preference set to notify them of all changes). An email will also be sent automatically to the reporting party if the message is directed to them and they have provided their email address. The reporting party will only receive notifications if they elected to receive email updates during case submission.
Tasks can also be created to help track and manage an open case. Tasks can be created by, viewed by and assigned to all individuals that have access to the case. If the task owner does not have access to the case, the case details are not viewable, but they can receive the task request.
To create a task, click Add a new task in the "Open Tasks" section.
open-task [View Image]
Note: Tasks must be marked complete or email reminders will be sent automatically every day after the due date.
Attachments (such as screen captures, PDFs and reports) can be uploaded and made visible either to the reporting party or to team members assigned to the case.
To add attachments to the case, click Upload Files in either the "Attachments visible to reporting party" or the "internal team attachments" section.
attaching-images-documents [View Image]
As new attachments are posted, individuals that have access to the case will automatically receive an email indicating the case has been updated (individuals will need to have their notification preference set to notify them of all changes). An email will also be sent automatically to the reporting party if an attachment was made visible to them and they provided their email address. The reporting party will not receive updates if they chose to remain completely anonymous to the organization and to Convercent.
Pay close attention to whether you are selecting "Attachments visible to reporting party" or the "internal team attachments" to ensure attachments are shared with the appropriate recipient.
Click Start New Investigation in the "Investigations" section of a case. You will be prompted to add a title, description and indicate access for team members.
create-investigation [View Image]
Once an investigation has been created, it will appear in the "Investigations" section of the related case.
view-investigation [View Image]
To view and edit the investigation details, click the newly created investigation or click View All Investigations from the right sidebar of your dashboard and select the investigation that you wish to view.
Case Manager Sidebar [View Image]
Things to note about an investigation:
If the case has been resolved without the need of a broader investigation, the status should be updated to "Closed." To update the issue status, click In Review and select Closed on the right sidebar under "Status":
changing_status [View Image]
You will then be prompted to enter the outcome (i.e., substantiation level), an overview of what lead to this outcome/conclusion and any applicable notes. The reporting party will automatically be sent an email indicating a change to the issue if an email address had been provided.
* Misconduct is defined as a failure to meet expectations stated in the Code of Conduct, policies, laws or regulations, whether intentionally or unintentionally.
Thank you for sharing your concern through the VCU Helpline. Your concern was shared with leadership for review and appropriate corrective action when necessary. After thorough review, it was determined that:
- [Determination/Fact #1]
- [Determination/Fact #2]
- [Determination/Fact #3]
Conclusion #1: Based on the above information, no violations of policies or procedures were found and we now consider this matter closed.
Conclusion #2: Please note that anytime corrective actions are taken, including disciplinary actions, these actions may be kept confidential as a matter of protocol. This report has been tracked in our system and is now considered closed.
Again, thank you for using this Helpline. We appreciate your willingness to speak up and give us the opportunity to ensure appropriate conduct in [Department/School]. Reports like these help to maintain the integrity of VCU's civil and professional teaching, learning and working environment.
Corrective Actions ("sanctions")
For each involved party, note corrective actions that were taken to prevent future miscommunications/misunderstandings or misconduct from reoccurring. To do this, scroll down to the Issues Types section, click "Manage sanctions" and select the relevant actions from the provided list. If you do not see the "Sanctions" menu, you need to add an allegation and involved party, based on the report and review. Here, you can also select the individual's role (e.g., reporter, victim, subject, witness).
corrective-actions [View Image]
The “Contributing Factors Summary” is where you can document the root cause of a reported concern, allowing for better data and proactive case management. You can view or edit factors in this section:
contributing-factors [View Image]
In the behavioral factors section, you can record certain factors such as cultural, and personal behaviors that contributed to causing the issue.
behavioral-factors [View Image]
In the external and organizational factors section, you can record certain factors such as pressure from management and lack of policy guidance that contributed to causing the issue.
misconduct-influences [View Image]
The keyword/tag field is located on the right side-bar:
keyword-tags [View Image]
If there are elements of a case that you would like to be able to track/report on, this is where you "tag" a case with the related keyword. For example, if a reporter shares that they fear retaliation/reprisal/retribution for providing information, you should type the keyword "retaliation" into this field. Be sure to discuss internally any tags that investigators in your area should use to ensure consistency and accurate reporting.
Notification settings include:
Click the notification preferences link at the top of the issue or investigation details page as appropriate.
Change-notification-for-a-case [View Image]
If you choose to limit when you are notified about a case, you can always view the activity history to see what has been changed and by who under Recent Activity in the right-hand sidebar.
The global setting applies to all cases that you have not specified an individual notification preference for. For example, if you have explicitly specified that you would like to be notified of all changes for a specific case, this overrides your default global notification settings.
Irrespective of the default/global notification setting, you will always be notified if an issue or an investigation is assigned to you (either you are set as the owner or you are assigned as an investigator).
To set your default/global notification settings, click the profile icon in the upper right corner and select Manage Notifications.
manage-notifications [View Image]
Then click on any of the Issue or Investigation Settings links to select your preferred notification option. Click Save to apply your new settings.
notification-settings [View Image]