Note: The Customer Portal is currently only available to customers participating in our early access program. If you don't currently have the Customer Portal and would like to learn more, please reach out to your account manager.
Clients
After creating a Customer Portal account, clients can log in to portal.clarityhs.com to view and update components of their records.
- The Dashboard displays highlighted information, which may include a spotlighted Community Info article, client's most recent location, community queue status, care team assignments, and upcoming appointments.
- The Activity section provides clients with a chronological listing of project enrollments, including agency name, program name, participation start date, and participation end date.
- The Assessments feature allows clients to complete and submit provider-issued assessments directly from their personal device and at their convenience.
- The Calendar screen allows clients to view a list of all provider appointments scheduled through Clarity.
- The Community Info section contains articles with helpful information.
- The Documents section allows clients to upload key documents at any time.
- The Location feature allows clients to share their address or GPS location.
- The Message Center provides a secure communication channel between clients and care team members.
- The Privacy section provides an online resource for easy access and management of Releases of Information (ROIs).
- The Referrals section provides information on pending program referrals.
- The Resource Directory provides details on resources available in the area.
Release of Information Notifications
If the ROI Expiration Notifications and Client-Initiated New ROI is enabled in System Settings and a response is selected for Expired ROI Notification Frequency, a client with access to the Customer Portal will receive an email or SMS notification for an expiring or expired ROI.
When ROI Expiration Notifications and Client-Initiated New ROI is enabled and the client’s ROI will expire in 7 days, the client will receive an email or SMS notification based on the preference they selected when creating their Customer Portal account or updated in their profile settings. The notification states: You have received a new notification that may require your attention. Log in here to view this notification. You can change your email and/or text message notification settings at any time by logging in via the link above and editing your profile settings. When the client clicks on here, they are directed to the customer portal log in page.
A notification will be sent to the client’s Message Center in the customer portal 7 days prior to the current ROI expiration date. The notification states: Your Release of Information (ROI) will expire in X days on [ROI expiration date]. Please click here or contact a member of your Care Team if you have questions. If the client clicks on here, an ROI pop-up appears and they can sign a new ROI and click Save. If the client clicks Cancel instead, they are directed to the client’s Privacy section in the customer portal.
When the client’s ROI expires, they will receive an email or SMS notification on the date the ROI expires and as often as indicated in the selection for the Expired ROI Notification Frequency field. The notification states: You have received a new notification that may require your attention. Log in here to view this notification. You can change your email and/or text message notification settings at any time by logging in via the link above and editing your profile settings. When the client clicks on here, they are directed to the customer portal log in page.
A notification will be sent to the client’s Message Center in the customer portal that states: Your Release of Information (ROI) expired on [ROI expiration date]. Please click here or contact a member of your Care Team if you have questions. If the client clicks on here, an ROI pop-up appears and they can sign a new ROI and click Save. If the client clicks Cancel instead, they are directed to the client’s Privacy section in the customer portal.
When ROI Expiration Notifications and Client-Initiated New ROI is enabled and the client’s ROI will expire in 7 days or is expired, a client with access to the Customer Portal will see a banner in their Dashboard and their Privacy section.
The banner will state: Your Release of Information (ROI) expired on [ROI expiration date]. Please click here or contact a member of your Care Team if you have questions. If the client clicks on here, a ROI pop-up appears and they can sign a new ROI and click Save. If the client clicks Cancel instead, they are directed to the client’s Privacy section in the customer portal.
Client Initiated ROI Capability
If a client with access to the Customer Portal has never had an ROI, and the ROI Expiration Notifications and Client-Initiated New ROI field is enabled, the client will see a New Release of Information (ROI) button on their Privacy page.
When the client clicks on New Release of Information (ROI), a ROI pop-up appears and they can sign a new ROI. The ROI the user sees is the ROI set up in the CoC Release of Information Settings for the agency that the user was logged in under when the client’s profile was created.
- If the client clicks Cancel instead of completing the ROI and clicking Save, they are directed to the Privacy page.
- If they complete the ROI and click Save, they are directed to the Privacy page. The New Release of Information (ROI) button on the Privacy page will no longer be visible.
Referral Notifications
If Referral Notifications are enabled in System Settings and the Referral SMS/Email Notifications Frequency is set to Daily, Weekly, or Monthly, client users of the Customer Portal will receive an email or SMS notification at set intervals that they have a pending program referral and there will be a banner visible in their account’s Dashboard until the referral is accepted, denied, expired or deleted.
The client receives a SMS notification or email notification based on the preference they selected when creating their Customer Portal account or updated in their profile settings. The notification states: You have received a referral that may require your attention. Log in here to view this notification. You can change your email and/or text message notification settings at any time by logging in via the link above and editing your profile settings. When the client clicks on here, they are directed to the customer portal log in page.
If the Referral Notifications field is enabled, a client with access to the Customer Portal will see a banner in their Dashboard for a pending program referral.
If there is a Referral Notification Extension set up, then the notification in the portal will state: You have been referred to a program. [referral notification extension text inserted here]. Please click here to view the referral or contact a member of your Care Team if you have questions. When the client clicks on here, they are directed to their Referrals page.
Providers
Providers can use Portal-specific buttons on the client profile page to view account details, send messages, or request updated information from the client.
Additionally, an icon on the Launchpad allows messages and requests to be sent to multiple clients at a time.
Please review the following Help Center resources for more information about the Customer Portal:
- Customer Portal: Account Management explains how to invite a client to create an account and how to deactivate the account if needed.
- Customer Portal: Sending Messages and Requests describes how providers can send a message to a client or ask the client to update components of their record.
- Customer Portal: Mass Sending details the steps for sending a message or request to multiple clients at once.
- Customer Portal: Resource Directory describes how providers and clients can search for and view details of resources that are available in their area.
- System Advanced Options: Customer Portal explains how to configure system-wide and CoC-specific settings for the Customer Portal.
- System Advanced Options: Resource Directory explains how to add, edit, and delete Resource Directory and Community Info records.
Published: 04/21/2025