Incident History
Written by Jesús DeLeón-Serratos
Updated at November 17th, 2025
Table of Contents
Overview
The Incident History feature in ClientTrack is designed to help users track and manage critical incidents, grievances, or complaints. Whether you need to view existing incidents or add new ones, you can access this search form from two different locations within the system: the Home Workspace and the Client Workspace.
Stay updated with your most recent incidents using this search form. Here, you can explore a list of your recent incidents, neatly sorted by date. With details like Incident Number, Location, Incident Type, EMS Response, Outcome, and User Name, the Incident History gives you a comprehensive overview of your program at a glance.
The Incident History in the Client workspace will only display records that correspond to the client profile being reviewed.
Add a New Incident
Follow these instructions to create a new Incident from the Client Workspace.
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Find the client for whom you want to enter the Incident History. From their dashboard, select Incident History from the Navigation Bar.
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Click the Add New Incident button in the upper right-hand corner.
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Fill in all required fields and details for the new incident.
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Once done, click Save. This will take you back to the Incident History form, where you can review all records from the selected client.
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Please Note: While the functionality of the Incident form is fundamentally the same in both workspaces, the main difference is how the "Primary Client Participant" is determined.
Home: Users can select the "Primary Client Participant," or leave the field blank as it’s not required. Keep in mind that records without Primary Client Participant will only be accessible from the Home workspace.
Client: ClientTrack automatically sets the "Primary Client Participant" to the current client record.
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Essential Fields
The following table provides a list of the fields used in the Incident form.
Element |
Description |
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Date and Time Reported* |
Default to the date/time user starts the new incident |
| Primary Client Participant |
The main participant's name in the incident. The search function appears only if the form is accessed through Home. For more details, see the note above. |
Incident number |
May refer to a number generated by CAD, RMS or your organizations internal reference number |
Location |
This is dropdown list established within the Administration menu (Setup Data Management) in ClientTrack. If a new location is needed, please ask your internal ClientTrack Administrator |
Incident Address |
Records the address where the incident occurred |
Geolocation |
Geolocation details will populate automatically only if user allows ClientTrack to view the location of their device. User can select Map to show the Google Map of this area. This text box can also be manually updated if the user is not onsite.
Since this field is optional, users can deny access to view the location of their device, this case, the message “Location Permission Denied” will be displayed.
To update these settings, the user must adjust the Site Permissions in the browser to allow ClientTrack to access their device's location. |
Mode of Referral |
Select from a dropdown list based on predetermined referral modes. |
Incident Date and Time* |
Document the date and time of the incident. |
Incident(s) |
Select descriptions for multiple incident scenarios if applicable. |
Outcome |
This dropdown list provides options to track the Incident’s resolution. |
SECTION |
Are any staff members involved? |
Staff Involved |
The user can record the parties from their organization who were involved in the incident. Note: The Staff Involved field only displays users who are designated as “Case Managers” in User Management. |
Non-Staff Involvement |
The user can record parties involved in the incident who are not in ClientTrack. |
SECTION |
Incident Category |
Mental Health Incident* |
The user is required to select either Yes, No, or Unknown to indicate whether mental health was a factor in the incident. |
SUD Incident* |
The user is required to select either Yes, No, or Unknown to indicate if Substance Use Disorder is involved in the incident. |
Hate Crime Incident* |
The user is required to select either Yes, No, or Unknown to indicate whether the incident involves a hate crime |
Gang Related Incident* |
The user is required to select either Yes, No, or Unknown to indicate whether the incident is gang-related |
SECTION |
EMS |
EMS Response |
The user can enter if Emergency Medical Services responded to the Incident. |
EMS Response Type* |
If the user selected “Yes”, it is required to add the type of response. |
Other EMS Response Type* |
If “Other” is selected in the previous fields, it is required to record the answer in a new text box field. |
SECTION |
Was there any physical injury or property damage? |
Physical Injury* |
The user is required to choose Yes or No to determine if there were any physical injuries in the incident. |
Property Damage* |
The user is required to choose Yes or No to confirm whether any property was damaged in the incident. |
Description |
If the user selects “Yes” for any element in this section, a long text box will appear to capture the details for each option. |
SECTION |
Follow Up |
Is follow up required? |
Determines if follow-up is needed.
If “Yes” is selected, a text box will appear to add additional information. |
Read Only |
This checkbox can be checked to ensure the record isn't updated in the future.
Please Note: Only the user who created the record can uncheck Read Only. Other users who select “Edit Incident” will see a read only version of the form. |
Restriction |
This setting allows the user to control who can access this specific incident. Restrict to Organization permits only users from the same organization to view the record. Restrict to User is uncommon (and often removed) as it restricts access to only the user who created the record. Restrict to MOU/Info Release allows any users in the MOU to view the record. |
Learn about Co-Responder Incident Reporting here.
