dWellKC Help Center
Step-by-step guides for every role — from setting up your organization to day-to-day case management. Use the tabs below to jump to what's relevant to you.
These are two different ways organizations use dWellKC — and your org type controls which dashboards, menus, and workflows you see.
You set your org type under Organization Settings. Some organizations do both — if that's you, reach out to support.
Go to Organization Settings (found in the top-right menu under your org name). From there you can:
Changes take effect immediately for everyone in your org.
Your slug is the custom URL for your organization's public page — for example, dwellkc.com/your-org-name. That page shows your organization's name and any intake forms you've made public, so prospective clients can find and apply to your programs without needing an account.
Set your slug in Organization Settings. It must be unique across the platform.
Go to Organization → Associations and search for the partner org by name. Once both sides accept, you can:
Associations are the foundation for everything multi-agency in dWellKC.
Go to Organization → Members and click Invite User. Enter their email and pick a role. They'll get an invitation email — if they don't have a dWellKC account yet, they'll be prompted to create one.
The invite link expires after 7 days. You can re-send it from the pending invitations list at any time.
dWellKC has six roles, each with a different level of access:
Go to Organization → Members, find the user, and click Remove. Their access is revoked immediately, but their past activity — notes, visits, messages — stays in your records.
If you just need to temporarily disable someone's access without removing their membership, contact support.
Notification roles let you route system alerts to the right people so nothing gets missed. Go to Organization → Notification Roles to configure who gets notified for things like:
A pipeline is a structured workflow that moves clients through a defined set of stages. For example:
Intake → Assessment → Housing Search → Placement → Stable Housing
Each stage can require a form completion or verification before a client advances. You can have multiple active pipelines running at the same time — one per program, if needed. View your pipelines →
Go to Pipelines → New Pipeline. From there:
The client enters the first stage. You can see their progress in two places:
Staff can advance clients manually, or certain stages can auto-advance when conditions are met. Every stage transition is timestamped for your records.
Yes. Marking a pipeline inactive hides it from the active board but keeps all enrollment history intact. Clients already in the pipeline stay in their current stage until you explicitly exit them. Use this when a program ends or you've replaced a workflow with a newer version.
A visibility policy is a named rule set that controls who outside your organization can see, edit, or delete a specific document or observation. You create the policy once, then assign it to individual records.
This lets you share some things broadly (a resource guide) while keeping others tightly restricted (a client's case notes) — all within the same system. Manage visibility policies →
There are four audiences. For each one, you set whether they can read the record, what level of detail they see, and whether they can edit or delete it:
Go to Organization → Visibility Policies → New Policy. Give it a clear, descriptive name — something like "Shared with PM Partners — Read Only" so staff know at a glance what it does. Configure each audience row, then save.
Once saved, case workers and admins can assign the policy to documents and visit observations from the record's detail page.
Records without a visibility policy are visible only to members of your own organization — no partner org can see them. Think of no policy as the most restrictive default. You actively open access by assigning a policy.
An access grant gives a partner agency permission to see a specific client's profile. The client still belongs to your organization — you're just opening a window into their record for a trusted partner. You control the permission level (view-only or edit) and can revoke it at any time.
The partner org's case workers will see the client appear in their shared caseload right away.
Yes. From the client's profile under Access Grants, use the Transfer Primary Agency option. This moves ownership of the client record to the new org. Your org automatically retains a view-only access grant so you don't lose the history.
Use this when a client transitions out of your program and into a partner agency's care.
Think of a referral as the handshake and the access grant as the standing door key.
A report template is pre-written structure for a specific report type — visit reports, inspections, case notes, and so on. When a staff member creates a new report of that type, the template body is already filled in. This means:
Tags are merge fields that auto-fill with real data when a report is created. You write them in curly braces inside your template text. The most useful ones:
{client_name} — the client's full name{visit_date} — the date of the visit{worker_name} — the staff member creating the report{organization_name} — your organization's name{tags} wherever you want auto-filled dataYou can have one template per report type per organization.
When a field worker clocks out of a site visit, dWellKC can automatically create a draft visit report — pre-filled with your template and with all observation photos already attached. The worker just reviews it and submits. No blank page, no re-entering details they already logged in the field.
This kicks in automatically whenever a visit report template is configured for the visit type.
Organization documents are files that belong to your org as a whole — not to any individual client. Things like:
They're stored in a shared library accessible to all staff, organized with category tags so they're easy to filter and find. View your org documents →
Yes — by assigning a visibility policy to the document. For example, a "Shared with Agencies — Read Only" policy lets all your associated agency partners view it. Without a policy, the document is internal to your org only. You manage this from the document's detail page.
Intake forms are custom questionnaires you build to collect information from prospective clients. Once published, they appear on your organization's public landing page and anyone can fill them out — no login required.
Responses come into your dashboard as form submissions. You review them there and can convert a response directly into a new client profile. View your intake forms →
Yes — use Form Invitations. You can send a unique, private link to a specific email address from a client's profile or under Forms in the navigation. When they complete it, the response is automatically linked to that client record.
This is great for collecting updated information from existing clients or requesting missing documents.
These guides cover the day-to-day workflows for managing clients, conducting visits, writing reports, and collaborating with your team.
Identity verification links a client to a platform-wide identity record, which prevents two organizations from accidentally creating duplicate profiles for the same person. When a client is verified:
Unverified clients can still be managed normally — verification is a quality step, not a requirement to get started.
On the client profile, two sections handle this:
Your organization can define custom statuses (e.g., Active, Pending, Exited) and programs (e.g., Rapid Rehousing, Emergency Shelter) — admins set these up under Organization Settings. You then assign them to individual clients from the client profile. They power your dashboard counts and report filters.
Observations are notes you add during a visit. Each one has a severity level:
Photos can be attached to any observation.
If your org has an auto-visit report template configured for the visit type, a draft report is automatically created with the template pre-filled and your observation photos already attached. It shows up in your visits list — just review and submit. You can also create a visit report manually from the visit detail page at any time.
Yes — this is called a Proxy Visit. A colleague logs the visit on your behalf and marks you as the attending worker. This keeps the record accurate without requiring every field worker to have their phone accessible during visits.
Milestones are the smaller steps that build toward a goal. For example, a Secure Stable Housing goal might have milestones like:
Checking off milestones shows granular progress without needing a separate goal for every step. Add and complete milestones from the goal detail page.
Click the chat icon in the top navigation bar, or go to Messages. You'll see all your existing conversations and can start a new one by clicking New Conversation and selecting members. A few things worth knowing:
Yes. When creating a new chat, search for a client to add them. This creates a shared thread where the client (via their tenant portal), case workers, and property managers can all communicate in one place — especially useful during the housing placement process. Open Messages →
In the Tenants section, you can start a named group conversation that automatically includes the property manager, the case worker, and the tenant. Everything about that tenancy — move-in details, maintenance follow-ups, check-ins — lives in one thread.
Guides for managing your portfolio, tracking tenancies, and working with agency partners on client placements.
Each unit tracks bedrooms, status (vacant/occupied), and rent separately from the property record.
Each unit has one of three statuses:
The dashboard shows your total vacant count broken down by bedroom size. Update a unit's status whenever a tenancy begins or ends — partner agencies see the updated counts immediately. View all properties →
The Move-In Ready flag means the property has been inspected and prepared for a new tenant — clean, repaired, and meeting habitability standards. Agency partners see a count of move-in ready properties on their dashboard. Set or clear this flag from the property detail page.
A placement request is a formal submission from an agency to place a specific client in one of your units. It moves through a documented workflow:
Pending → Under Review → Onboarding → Placed (or Declined)
This keeps both organizations aligned and creates a clear paper trail for every placement.
Placement requests appear on your dashboard and in each property's request list. Click a request to see:
From there you can advance the status, ask the agency for more info, or decline with a reason.
When an agency submits a placement request for a client they haven't explicitly shared with you, you see a token — a unique ID with basic profile info — rather than the client's full name and details. This protects client privacy until both organizations agree to the placement. Once a tenancy begins, you'll see the full tenant profile.
Tickets can be created in two ways:
Each ticket has a priority (routine, urgent, emergency) and a status (open, in progress, resolved). They're visible to your entire property staff team so nothing slips through.
Yes. Tenants with a portal account can submit requests that land directly in your ticket queue. They see status updates as you move the ticket along. This creates a clean documented record of all maintenance activity for each unit — no more chasing text messages.
Your portal is a private, secure space where you can manage your documents, track your housing progress, and stay connected with the people helping you.
If you're having any trouble, contact your case worker — they can resend your invitation link.
Your portal is built together with your case worker and property manager to make it easier to succeed in your housing journey. With your portal you can:
Yes. Only the organizations you've been connected with can see your profile. Your case worker's organization controls who has access. You can ask your case worker at any time to explain exactly who can see your information — that's your right.
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