CNCT FAQ's

This FAQ section covers the frequently asked questions on the CNCT self-enrollment tool.

This article covers topics:

• If a client doesn’t complete their profile in the client enrollment tool, is a partial profile created in the client intake system?
• How do I get another state listed on the dropdown list when a client enters their address?
• How can I ensure that the consent the client signs in CNCT syncs to the client intake system?

• Why does the system allow duplicate client profiles to be created in CNCT?

• Why are children-specific provisions available to clients without children?
• Why does CNCT sometimes ask for Age instead of Date of Birth?
• Why can't clients modify or cancel appointments within 48 hours? 

If a client doesn’t complete their profile in the client enrollment tool, is a partial profile created in the client intake system?

• No, the system will not generate a client ID for the client and add them into the system until they get to the Thank You page and the client ID number is provided to them.
• When enrolling for the first time, if they leave the enrollment process at any time before completing all of their pages, they will have to start over again.

How do I get another state listed on the dropdown list when a client enters their address?

• There isn’t currently a way to display all states or customize the list to select specific states.
• The list of states is being pulled from the agency addresses in the network.
• In order for another state to appear, you can set your CNCT agency’s address in the state you want to add (since you won’t be using that state for case management anyway).
• If you need another state, you would have to create another agency and set that one in the other state you need as well.

How can I ensure that the consent the client signs in CNCT syncs to the client intake system?

• Your system may have been set up using agency consent, where each agency has decided whether or not to track consent. The options are:
  • We can leave things exactly as they are, which means each agency has its own consent disclaimer. CNCT clients would continue to operate the same way as any other client: they would need to sign consent at each new agency they visit if that new agency tracks consent; or
  • We can turn on Network Consent (a relatively new feature), which would mean clients only need to sign once, and that consent would be respected at all agencies in the network. However, this would mean agencies that do not currently ask for consent would now be prompted for consent.

Why does the system allow duplicate client profiles to be created in CNCT?

CNCT’s duplicate-checking system flags entries based on email and/or phone number. It does not flag based on name or address alone. This is intentional.

There is a setting available to require existing clients to have Link2Feed IDs, which prevents duplicates—however, if this is not enabled, the system allows multiple profiles and relies on staff to review and merge them during intake. This approach is designed to protect client privacy and dignity by avoiding situations where users could search for others (e.g., a neighbour) by testing their information in the sign-up form.

While the API does offer address resolution, it is not used in CNCT for the same privacy reasons.

Why are children-specific provisions available to clients without children?

At this time, CNCT does not restrict item selection based on household composition. This means clients can select children-specific items (like diapers or baby food) even if there are no children listed in their profile. Rather, networks choose to handle this verification at the point of distribution and it's expected that staff packing and distributing orders will ensure appropriate items are included based on the client’s needs.

Why does CNCT sometimes ask for Age instead of Date of Birth?

If your network has enabled “Use Age over Date of Birth” in Case Management, CNCT will display an Age question instead of Date of Birth on the Create Account and Update Profile screens. Clients enter their age as a numeric value, and household members will also show Age instead of DOB.

If this setting is disabled, CNCT continues to use Date of Birth. Network Admins can customize the Age question prompt on the CNCT Fields page under Question Phrasing.

Why can’t I modify or cancel appointments within 48 hours?

When booking an appointment, the earliest available date is always two days from the current date (for example, if today is May 20th, the first available appointments start on May 22nd). This restriction is enforced in the UI only, so existing API integrations continue to work.

For appointments scheduled within 48 hours, the Modify and Cancel buttons will not appear. Instead, a message will be shown, which can be customized by users in the CNCT Fields administration. By default, this message reads:

"This event is less than 48 hours away. It cannot be changed or cancelled."