To send a message or request to multiple clients at once, refer to our Customer Portal: Mass Sending article.
Overview
Providers can use the Customer Portal to submit a request for the client to provide updated information.
Submit a Request to a Client
To submit a request to a client through the Customer Portal, navigate to the client’s profile page and click the Customer Portal Requests icon.
The CUSTOMER PORTAL page appears. Click SEND NEW REQUEST.
The SEND REQUEST TO THE CUSTOMER PORTAL pop-up appears. Click the drop-down arrow for the type of request you wish to make.
- Assessments
- Select the Assessment from the list of assessments that have been enabled to be requested through the Customer Portal for the agency.
- Turn on the Private toggle if you do not want the assessment to be shared with staff members at other agencies.
- Click SEND REQUEST.
Notes:
- When a client completes an assessment in the Customer Portal, the date for ‘Assessment Date’ is prefilled with that day’s date. The client can edit the date.
- Any field on an assessment screen that is set to “Required” for Data Quality Check in Clarity will be required for clients completing the assessment in the Customer Portal.
- If the client does not provide a response to fields on the assessment that have Data Quality Check set to “Required,” they cannot save the assessment. If the field is left blank, the ‘Submit’ button is not clickable.
- Documents
- Select the Category of document you would like the client to provide.
- Select a Predefined Name for the document.
- If none of the Predefined Names are appropriate, select “Other.” A field called Other Name will then appear for you to enter a name for this document.
- Turn on the Private toggle if you do not want the document to be shared with staff members at other agencies.
- Click SEND REQUEST.
Notes:
- The maximum size per document file is 25MB.
- For file uploads greater than 25MB, an error warning will appear that states: Invalid file size. The total of all files must be less than or equal to 25MB.
- Compressed files can be uploaded.
- Location
- Turn on the Private toggle if you do not want the location to be shared with staff members at other agencies.
- Click SEND REQUEST.
- Release of Information
- Click SEND REQUEST.
- If the client has an ROI that is inactive or set to expire within 7 days, the system will send the request.
Note: If the client has an active ROI that is not set to expire within 7 days, the system displays the following pop-up: "This client already has an active Release of Information. Please review the client’s Release of Information history."
The request and status will then be listed on the CUSTOMER PORTAL page along with all other previous requests made to the client.
After the client has fulfilled the request, the user who sent the request will receive a notification in their Clarity Inbox, and the record will be visible on the appropriate tab in the client’s record in Clarity Human Services.
Client Experience
After creating a Customer Portal account, clients can log in to portal.clarityhs.com to view and update components of their records. Requests for a client generates a message via email or SMS message (depending on their preferences), an alert in their portal account, and a notification banner in the corresponding tab.
For example, a request to a client for an updated Release of Information will generate a message via email or SMS message, an alert in their portal account, and a notification banner in the Privacy tab.
When the client clicks on the request, they will be redirected to another screen to complete the request.
Once the client completes the request, the sender receives notification and the client will see the completed item in the relevant tab.
Published: 07/29/2025