ECD (Early childhood development) User guide

Early childhood development S

User guide of complete ECD Application

ECD Portal

http://uatamrit.piramalswasthya.org:8080/ecd-ui-next/login

Below are the credentials

Step 1 – Supervisor Module

Login with the credentials

Username-Slokhaecd

Password – Test@123

Supervisor :- 

The Supervisor in an outbound call center is responsible for allocating calls to team members, overseeing the call flow, managing performance, ensuring quality and compliance, and resolving any issues to maintain efficient and effective operations.

Now click on Supervisor

After clicking on Supervisor there appears Supervisor Dashboard in which there are two things

Activities and configurations

Activities refer to the specific functions or tasks that can be performed, such as monitoring call performance, tracking agent activity, and managing call assignments. Configurations refer to the settings and options that can be adjusted to customize how the system operates, such as setting up call routing rules, adjusting agent permissions, and configuring reporting parameters.

There are different set of configurations under Activities and configurations

a) ECD Data Upload

Clicking on ECD Data Upload enables the manual upload of data from the RCH (Reproductive and Child Health) portal, specifically for information related to mothers and children.

Click on ECD Data upload 

After clicking on Data upload the Data upload section will appear which consist of

   i) Mother data: - Mother Data refers to a detailed set of information related to pregnant beneficiaries, including their medical history, personal details, and pregnancy status. This data is sourced from the Reproductive and Child Health (RCH) portal, a government platform that tracks maternal and child health services. The data is integrated into the system to help manage outreach efforts, such as assigning calls to Associates who provide necessary follow-ups and guidance to beneficiaries or their legal guardians.

  ii) Child data: - Child Data refers to a comprehensive set of information related to children, including their health status, immunization records, and growth tracking. This data is sourced  from the Reproductive and Child Health (RCH) portal, a government platform that monitors child health services and development milestones. The data is integrated into the system to facilitate outreach efforts, enabling Supervisors to assign calls to Associates who provide necessary follow-ups and guidance to parents or legal guardians regarding the child’s health and well-being.

Select the Radio button Mother data or child data to allocate the calls related to the mother or child

Drag and Drop files to browse

Now drag and drop files related to mother and child data 

and now the Data is uploaded into the system 

b) Agent call allocation

Agent Call Allocation refers to the process by which supervisors assign outbound calls to Associates, Auxiliary Nurse Midwives (ANMs), and Medical Officers, ensuring that each call is directed to the appropriate team member based on their role and expertise.

Under Agent Call Allocation, there are three key categories:

i) Record Type: This category includes records related to mothers and children.

ii) Phone Number Type: This distinguishes between "Self," which refers to the phone numbers of pregnant women or their husbands, and "Others," which pertains to any other related contacts.

iii) Enter Date Range: This specifies the date range for when calls are to be allocated to Associates, ANMs, or Medical Officers.

Click on Submit

Ater clicking on Submit the total Mother records appears which consist of 

a) Introductory call Records

b) Low Risk call records

c) High Risk call records 

Introductory Calls are assigned to Associates and include the following dropdown options:

a) Role: Set to "Associate," specifying the recipient's role.

b) Allocate To: Provides a list of available Associates to whom the call can be assigned.

c) Allocate Number of Records: Shows the total number of records assigned to the chosen Associate.

c) Call Reallocation

Call Reallocation occurs when calls initially assigned to specific Associates, ANMs, or Medical Officers are redistributed to other team members if they remain uncompleted by the scheduled deadline. This ensures timely follow-up and prevents delays in providing essential healthcare services.

Here there is another option of Un allocating the calls to the specific users

Post reallocating or Un allocating the calls there are six important elements which are

• Role
• Agent Name
• Record type
• Phone Number type
• Enter a date range 

After Un allocating or reallocating the calls click on Submit 

Call Configuration

Call Configuration is a centralized platform where settings and parameters are defined for all calls, ranging from ECD 1 to ECD 21. This configuration process involves mapping specific sections and questionnaires to the login pages of Associates, ANMs, and Medical Officers, ensuring that each user accesses only the relevant information and tasks for their role.

In the Create call configuration page there are list of options which needs to be selected that are

• No of Introduction calls
• No of ANC Calls
• No of PNC calls
• No of ECD calls (Introductory 
• Enter a Date Range
• No of Attempts 

Section Configuration

In an Early Childhood Development (ECD) application, section configuration consists of a Section Name and Section Description. The Section Name identifies a specific focus area, while the Section Description explains its relevance. All questionnaires are organized within these sections, making it easy for users to navigate and apply the content effectively. Without these sections, creating and managing questionnaires would be challenging, hindering support for children's development.

Questionnaire Configuration

The questionnaire configurations include questions pertaining to Early Childhood Development (ECD), specifically focusing on identifying the type of pregnancy-related calls, such as high-risk pregnancy calls or low-risk pregnancy calls. These questions are structured and organized under the relevant sections mentioned above for comprehensive assessment and reporting.

Create Questionnaire

Under "Create questionnaire" there are two things which are "Rank" and "Questionnaire type" after which need to click on "Add questionnaire "

After clicking on Back it will come to the Main Questionnaire Page

Map Section Questionnaire 

The sections and questionnaires that have been created are mapped accordingly. These mapped sections and associated questions will be displayed on the login page for Associates, Auxiliary Nurse Midwives (ANM), and Medical Officers. This ensures that relevant information is presented to each user role in a structured and accessible manner, streamlining their workflow and access to necessary data.

Create Section questionnaire Mapping 

In the "Create section Questionnaire Mapping there are following steps

1. Select Section Name

    2. Upon selecting the section name, the following list will be displayed:

• Serial No
• Questionnaire Type
• Questionnaire
• Rank

       The Rank is used to prioritize or rank the questionnaire. It is important to note that each rank must be unique and cannot be duplicated.

• Role: The role is selected to ensure the questionnaire is visible only to the designated users. Roles can be:
  • Associate
  • Auxiliary Nurse Midwife (ANM)
  • Medical Officer

    Map Questionnaire

     To map a questionnaire, the process involves linking Parent Questions with their corresponding Child Questions under the same section.

• Parent Questions: These are broader questions that provide general information (e.g., "What is the type of high risk?").
• Child Questions: These offer more specific details related to the Parent Question (e.g., "How many high-risk beneficiaries are there?").

     By mapping them together under a specific section, such as "High-Risk Assessment," both types of questions are shown in a connected manner. This structure ensures they appear                    appropriately in the respective logins, like those of the Associate, ANM, and Medical Officer, enabling role-specific workflows and efficient data collection.

After clicking on Parent Question and Child question the Questionnaire will be mapped

Call Configuration

Call Configuration involves setting up the call types for the Early Childhood Development (ECD) program, which includes a total of 21 calls (ECD 1 to ECD 21). Each call type is mapped to specific sections, ensuring that the relevant questionnaires associated with those sections are displayed on the screens of Associates, ANMs (Auxiliary Nurse Midwives), and Medical Officers. Any section can be mapped to any call type (from ECD 1 to ECD 21), depending on the specific questionnaires required for each call. This flexible mapping ensures that the right questions are presented based on the nature of each call.

Each Call Configuration is organized into distinct categories, such as Configuration 1, Configuration 2, and Configuration 3. Additionally, each call type, ranging from the Introductory Calls to ECD 21, is assigned specific Start and End Dates. This structured setup ensures that the timing and flow of the calls are properly managed, allowing for the seamless scheduling and delivery of questionnaires and services based on the respective call configuration.

The + Button is used to map the Sections with the call types and below is the screenshot for the reference

Create Call Configuration

Upon clicking Create Call Configuration, the system generates multiple configurations, each containing specific information such as the Number of ANC (Antenatal Care) calls, Number of PNC (Postnatal Care) calls, Date Range, and Configuration terms like date and time settings. Additionally, the configuration includes the Number of Call Attempts allowed in case of disconnections. For example, if 4 attempts are configured, the call will automatically disconnect after the 4th unsuccessful attempt. This setup ensures proper call management and delivery within the specified parameters.

Associate Login

The Associate or Agent in the ECD helpline logs in to make outcalls to pregnant women, providing information on available maternal and child health services. They offer guidance, answer queries, and document interactions to ensure beneficiaries receive the necessary support throughout their pregnancy.

• Login with Username and password
• Click on Login to proceed to Associate dashboard

After login to the Associate screen click on Associate

Dashboard Overview for Agents

Upon clicking on the "Associate" button, the Agent’s dashboard will be displayed, featuring the following essential details:

1. Agent ID: Each Associate, Auxiliary Nurse Midwife (ANM), and Medical Officer is assigned a unique Agent ID for identification purposes.

2. Call Statistics: This section provides crucial information related to call activity, including:

   a) Call Duration: Total time spent on calls made by the Agent or Associate.

   b) Break Time: The number of breaks taken by the Agent or Associate during their call sessions.

   c) Free Time: The duration when the Associate is available and has not engaged in any calls during their logged hours.

   d) Total Calls: The cumulative number of outbound calls made by the Associate to beneficiaries.

   e) Total Calls Answered: The number of calls successfully answered by the beneficiaries.

   f) Total Calls Verified: The count of calls that have been verified to ensure smooth operations and service quality.

   g) Date and Time: The specific date and time associated with each call handled.

This dashboard provides agents with a comprehensive view of their performance and call management, supporting effective communication and service delivery.

Activity for this week 

Outbound worklist

The Outbound Worklist is a curated list of calls assigned by the Supervisor to Associates. This list includes:

1.  Same-Day Calls: Calls scheduled for the current day.
2. Previous Calls: Calls that were made within the last 15 days to 1 month, allowing Associates to follow up with beneficiaries as needed.

       As an Associate, the purpose of this outreach is to connect with Beneficiaries and understand their interest in Early Childhood Development (ECD) services. The goal is to find out if           pregnant ladies are interested in learning more about the support available

• Mother Records: - Mother Records shows the list of calls which was allocated by the Supervisors to the Associate and Associate will make outcall to the Pregnant Beneficiaries and if they are unwilling to talk then the outcall is done to the Husband or Legal Guardian of the Beneficiaries 
• Child Records: - Child Records displays a list of calls assigned by Supervisors to Associates, focused on tracking the health and well-being of children. Associates make outbound calls to the parents or legal guardians of the child beneficiaries. If the primary contact is unavailable or unwilling to communicate, the Associate redirects the call to an alternative guardian or responsible family member to ensure follow-up on the child's health services and development milestones.

C-Zentrix

C-Zentrix serves as the calling partner supporting the ECD Outbound Call Center. The integration of C-Zentrix with the ECD platform ensures seamless operation and efficient performance of the Call Center Application. 

To initiate an outbound call to a beneficiary, log in to C-Zentrix using the Agent ID provided in the C-Zentrix Bar.

X-Lite

X-lite, the softphone provided by C-Zentrix, is used as the out calling device. The Agent ID entered in the C-Zentrix Bar is utilized by the softphone to initiate outbound calls effectively.

To initiate an outbound call, log in to the softphone using the credentials provided, ensuring that the device is ready for out calling activities.

Call Attempt Number

The Call Attempt Number is a key setting within the Supervisor screen that controls how persistent the system is in reaching beneficiaries during outbound call campaigns.  Essentially, it dictates how many times a beneficiary will be called by various associates or ANMs before the system stops trying. This is particularly important when initial calls fail due to disconnections or unanswered calls, ensuring that beneficiaries are given ample opportunity to connect with an available healthcare worker.  This setting can be adjusted by supervisors to fine-tune the outreach strategy based on the specific goals of the campaign.

View option

The "View Option" enables users to access and review all beneficiary records uploaded to the Supervisor screen from the RCH portal. and below is the screenshot for the reference

Action

The "Action" functionality enables Associates, ANMs, or Medical Officers to initiate outbound calls to beneficiaries. This feature ensures effective communication and facilitates prompt outreach for various healthcare needs and support services.

Beneficiary Registration Page

Upon clicking "Outcall," the Beneficiary Registration page will open, displaying key details sourced from the RCH data uploaded on the supervisor screen. These details are highlighted in the screenshot below.

ECD Questionnaire screen

Upon clicking the "Submit Questionnaire" button, a new screen will open, displaying both the section and the specific questionnaire configured by the Supervisor. This questionnaire consists of a set of targeted questions designed for beneficiaries, aiming to gather essential information in a structured manner

 Click on Submit and then move to the call closure screen 

Call closure screen

Call Closure Screen

The Call Closure Screen is the final step in documenting each interaction with beneficiaries. It provides options to record important details and actions based on the outcome of the call. The screen includes the following sections:

1. Is Beneficiary Interested in Further Calls

   • After completing the questionnaire, two radio buttons are provided to determine the beneficiary’s interest in receiving follow-up calls:
     • Yes: If selected, the system schedules the next call based on the beneficiary’s availability.
     • No: If the beneficiary does not wish to receive further calls, selecting "No" prompts a dropdown to capture the reason. Available options include:
       • Deceased
       • Stillbirth
       • Relocated to Another Area
       • Maternal Death
       • Infant Death

2. Call Answered

   • For each call attempt by the Associate, ANM, or Medical Officer, the response status must be recorded. The options are:
     • Yes: Select this option if the beneficiary answers the call.
     • No: If the beneficiary does not answer, selecting "No" will display a dropdown menu with reasons for the missed call:
       • Invalid Number – The number dialed is not recognized as valid.
       • Out of Service – The number is unavailable either temporarily or permanently.
       • Out of Reach – The call cannot connect due to network issues.
       • Switched Off – The beneficiary’s phone is currently powered off.

3. IVR Feedback Required

   • A checkbox option to record whether the beneficiary has requested IVR (Interactive Voice Response) feedback. If selected, the system schedules an IVR feedback call within a few days. This call allows the beneficiary to rate and provide feedback on the service quality. By incorporating this feedback, the process aims to enhance service delivery based on the beneficiary’s experience.

4. Call Disconnected

   • If the call is disconnected before completing the service, the system will automatically place the call at the end of the worklist. This ensures that another associate can promptly follow up with the beneficiary to complete the service, minimizing interruptions and ensuring the beneficiary receives full support.

5. Type of Complaint

   • The Type of Complaint field is available to document any grievances reported by the beneficiary regarding services provided by ASHA (Accredited Social Health Activist) workers or under the JSY (Janani Suraksha Yojana) scheme. This includes situations where the beneficiary feels they did not receive sufficient support from ASHA workers or in accessing JSY services.

6. Next Call Attempt Date

   • The Next Call Attempt Date is the specific date and time requested by the beneficiary for a follow-up call. Once selected, the system schedules the next call accordingly, ensuring the beneficiary is contacted at their preferred time.