FAQ


Database Information

What is the database built on?

Our database is built on SQL and Maria DB, based on PhP.

Do you have an API you can share?

We cannot open the back end for security reasons, but we have an API available. 

Our location doesn't have internet and we're considering purchasing an internet stick. How much data do we need?

SMALL FOOD BANKS- Small food using the Internet solely for Link2Feed purposes would likely use between 500mb and 1GB per month on average.

LARGE FOOD BANKS- Larger food banks (serving over 1,000/month) would use up to 5GB per month.

Is Link2Feed HIPAA Compliant?

While Link2Feed uses the latest security best practices to keep data safe, we are not currently a covered entity under HIPAA and have not signed a BAA with any of our clients.

Login

I keep getting an error when logging into the system.

This error is called a CSRF Token. Please see the link below for what it means.
What is a CSRF Token?


I keep getting logged out of the system while actively using it.

Make sure that you're only using one tab and don't have any other ones open. The system has an inactivity timeout of 20 minutes. If you're logged into more than one tab, but are using one more actively, once the other one times out, it will time you out of all tabs. Either keep active in both tabs if you need them or delete one and only use one tab.

Client Profiles

How do I delete a client?

The user requesting this should be a Network Administrator. Ask the user why, if they haven't already provided a reason.

Link2Feed does not allow users to delete clients for data integrity purposes.

If a client personally requests for their information to be removed from the database, please provide us with the client's name and client ID number and we will submit a ticket to our development team to remove this.


Client A is no longer part of household A. How do I remove them from the household?

Please see the link below for instructions on how to remove a household member.

How Do I Remove/Unlink a Household Member?


How can I see a one-pager of a household's profile?

We have a "View Mode" available. You can find it directly under the name of the title of the tab you're on in the client's profile. See the link below for instructions on how to see the client's "View Mode" profile.

Case Management Features


How do I record a note in the client's profile without doing a forced review?

We have a "View Mode" available. You can find it directly under the name of the title of the tab you're on in the client's profile. If you scroll to the bottom of the view mode page, you'll see an option to add a note. This note will be put on the client's Notes tab as well. See the link below for instructions on how to see the client's "View Mode" profile.

Case Management Features


Do you have a copy of a paper intake form?

We have a sample one another food bank provided to us. You can use it as a guideline and customize it to your fields.

Sample Intake Form


The system is automatically changing the entire address to something else when I update a profile.

This has to do with Google Chrome. It has an autocomplete feature that automatically updates all information in a client's address if one part is updated. To make sure it doesn't do this, you'll need to clear AND disable autofill from your device and any others that use Link2Feed. See the link below.

How Do I Clear Autofill Information?


I can't delete a visit. I get a red error notification on the top of the page.

If the visit you're trying to delete was also done with a survey, an error will occur. Contact Link2Feed if you would like both the visit and survey response deleted.


Languages

  • Chipewan is written as "Chipewan Dene Suline"

Lists

Can I add/change an Ethnicity, Marital Status, Housing Status, Level of Education?

This field is locked. 


We don't track delivery/referrals/marital status/country or level of education. Is there any way to remove this?

Sure. We can remove that for you.


How do I add/remove a food/item provided?

Link2Feed currently manages the food/items list. Please let us know what type of food/item you would like to add/remove and we'd be happy to make those changes for you.

Organizations/Users

We search by the client ID number at our food bank. Is there a way to set my default to that search option?

Absolutely. Please see the link below for how to set your preferred client search to client ID number.

How Do I Set My Preferred Client Search?


Is there any way to go straight to the Services page to record a visit?

Yes. You can set your preferred client tab to the Services page instead of having to go through all of the tabs each time. Please see below for instructions on how to make that change. 

How Do I Set My Preferred Client Tab?


We have a new intake staff person. Can you add them for me?

You actually have the ability to add users yourself at any time. Please see the link below for instructions on how to do this.

How Do I Add a User?


I added a new organization, but it isn't showing up on my list.

Once you've created an organization, you would have to go into the users' profiles of who should have access to them. The new organization will appear on the Organizations tab of your user's profile. Please let us know what type of programs that organization needs as Link2Feed will have to add them for you.


I added a new organization, but the Services page is blank.

Link2Feed currently manages adding programs. Please let us know what type of program it is and we'd be happy to add it for you.

Reports/Exports

How does Link2Feed determine the household types in the HungerCount?

The household types are set by Food Banks Canada.  The household types are mainly based off of relationships between household members. 

Click here for the breakdown of how each household type is calculated. 

Diagnostics

I cannot get passed the Client Intake application page.

You may need to clear your browser cache. Click here for instructions on how to do this.


How can I figure out what type of device I have?

Please see the link below for details on how to find the software version of your Apple device.

https://support.apple.com/en-us/HT201685

Please see the link below for details on how to find the software version on your Windows device.

http://windows.microsoft.com/en-ca/windows/which-operating-system


My ScripTel Signature pad stopped working. 

Try updating or reinstalling Scriptel to update the security certificate. 
To attempt an update without reinstalling right now, please follow the following steps:

  • Open Chrome
  • Type: https://localhost:8443
  • Scriptel should come up -- Select to go to the next step - ignoring unsecure status
  • Select "Advanced option" - lower left
  • Select "connect regardless"
  • You should see red underline where you typed https://localhost8443

To confirm if you can now record signatures:

  • Open Link2Feed
  • Open any client record.
  • Pretend to process OR recertify
  • Select signature capture to test capturing feature.

If the signature pad still does not work, then IT will need to reinstall Scriptel onto your respective computers.