IMPaCT Care - Notice history

This issue was resolved on 9/21/26. Please see below for full details.

1. Reports affected: Outreach Report

2. Metrics affected:

   1. Primary metric: Outreach pool

   2. Secondary metrics

      1. Total who haven''t completed outreach

      2. Outreach rate

3. Issue

   1. If a client was eligible for one program at the start of the reporting period and was outreached for a different program within the reporting period, the first program is not counted toward the Outreach pool.

   2. If a client was eligible for more than one program in the year prior to the reporting period, in many cases, they were excluded from the outreach pool for all but the last program.

   3. The newest fix contains updates for this issue and the one affecting transfers. (Please see the separate incident note for full details).

4. Net impact of these issues (transfer and Outreach pool issues): For an Outreach Report run for the month of August, we see the following effects:

   1. Outreach pool: Can increase by up to 50% or decrease by up to 5% depending on organization

   2. Enrolled:

      1. ALL SELECTED CHWS AND COORDINATORS metric values are not affected.

      2. Metrics by CHW/Coordinator can vary by organization and CHW

   3. Declined: Decreases by up to 2 outcomes

   4. Not Reached: Decreases by up to 1 outcome

   5. Ineligible: No impact

   6. Opt-out: No impact

5. When the issue started: June 2025. If you pulled any Outreach reports between 6/2025 and 9/21/2026 and want to see these corrections, we recommend re-pulling your reports.

Thank you for your patience and please reach out to us at support@impactcarehq.com if you have any questions.

This incident has been resolved.

This issue has been resolved as of 9/21/26. Please see below for full details.

1. Reports affected: Outreach Report

2. Metrics affected: All

3. Issue

   1. Original issue affecting Enrolled client transfers: When an Enrolled client transfers CHWs, does not transfer programs, and a report was over the initial enrollment and the transfer, their Enrolled outcome was attributed to the original CHW.

   2. Related issue affecting Not Reached, Declined, Opt-out, and Ineligible "transfers": We also determined that when a client was in a Not reached, Declined, Opt-out, or Ineligible status and changed CHW or program without a status change, the update was counted as a new outcome instead of a transfer of an existing outcome.

   3. Incidental issue found re Outreach Pool: While investigating this issue, we found an issue affecting Outreach pool metrics which was also resolved with this fix. (There is a separate incident note about this with full details.)

4. Net impact of these issues: For an Outreach Report run for the month of August, we see the following effects:

   1. Outreach pool: Can increase by up to 50% or decrease by up to 5% depending on organization

   2. Enrolled:

      1. ALL SELECTED CHWS AND COORDINATORS metric values are not affected.

      2. Metrics by CHW/Coordinator can vary by organization and CHW (depending on transfer activity)

   3. Declined: Decreases by up to 2 outcomes

   4. Not Reached: Decreases by up to 1 outcome

   5. Ineligible: No impact

   6. Opt-out: No impact

5. When the issue started: June 2025 Outreach pool issue; Dec 2025 Transfer issue. If you pulled any Outreach reports between 6/2025 and 9/21/2026 and want to see these corrections, we recommend re-pulling your reports.

Thank you for your patience and please reach out to us at support@impactcarehq.com if you have any questions.