OneLifeTools

Helping Professional Online Storyteller Support

Support & FAQ

We invite you to browse through our tips and directions below for support with our software.
Our support hours are 8:00 am EST - 5:00 pm EST Monday to Friday.
Please submit any bugs, feature requests or comments by emailing service@onelifetools.com
 

We take all feedback we receive into account as we work to improve the Online Storyteller and provide an even better experience for our users.

For specific technical issues, please ensure you include as many details as you can, and if possible, provide screenshots. We strive to fix tech issues within 1-2 business days. We’ll contact you to get more information, so please let us know the best time & way to reach you (ie email is best or phone me at noon tmr).

System Notification - August 2019

System Notification

Certain helping professionals and clients were encountering issues when trying to login to the Online Storyteller.

We have resolved the issue and the Storyteller can once again be accessed via this link

https://storyteller.onelifetools.com

Anyone using the 'http' link (http://storyteller.onelifetools.com) will be redirected to the 'https' site automatically.

This means, if you provided 'http' as a workaround to clients, as we recommended, you don't need to contact them anew to tell them the issue is resolved. Both 'http' and 'https' will work.

Feel free to reach out to us at 1-888-990-7360 if you have any questions.

 

Online Storyteller Credits Tech 

Credits allow you to add new clients to the Online Storyteller. Each credit allows you to add one client account.

Credits are shared throughout your whole organization. The Organization Owner can purchase more credits by clicking on the Purchase Credits link in the menu. If you can not see the Purchase Credits link it’s because you are not set as the Organization Owner for your organization.

Credits you purchase are added to your account immediately and we will send you an invoice within 24 hours where you can complete your payment.

Contact us for more information on purchasing credits or pricing.

Organization Owners

Each organization can have multiple helping professional accounts but only one designated organization owner. The organization owner is given access to additional features that allow them to manage the organizations One Life Storyteller account.

Helping professionals who are not organization owners can only login as clients, add clients and edit their helping professional profile. Organization owners can manage:

  • Online Storyteller Credits
  • Helping professionals
  • Email templates
  • Organization profile
  • Client resources
  • Conversation Guide Customization

The organization owner can be changed on the organization profile page.

Clients

The client section is the main helping professional page, it allows you (the helping professional) to manage, view and edit the clients within your organization.

Searching for clients

When you first come to the client page no clients are displayed (this is to prevent clients you are working with in person from seeing the names of your other clients). You can view your clients in one of two ways:

  • Search for the clients name or email in the search box.
    search box
  • Click View My Clients or View All Clients. This will display all clients assigned to you or all clients within the entire organization.
    view clients

Adding a client

Adding a client uses 1 Online Storyteller credit. There are three ways to add clients:

  1. Add Client - Add the client directly to the system yourself. Click the Add Client button and enter all information.

    When you add a client, they will be sent an email with a link to set a password for their account. If you prefer not to have this email sent you can uncheck the Send Activation Email Now? checkbox. In the Edit page for that client you can then manually set the password for them or resend the activation email.

    When the client first logs in on their own they will be taken to the Narrative Assessment - unless you change their Narrative Assessment Status to skipped.

    Normally, you will use the Add Client feature when a client is in front of you and you want to get started right away.

  2. Invite Client – Click Invite Client and enter the clients email to invite them to create an account. The client will be sent an email with a link that allows them to sign up.

    When the client first logs in on their own they will be taken to the Narrative Assessment - unless you change the Narrative Assessment Status to skipped.

    Inviting a client uses an Online Storyteller Credit. If the client never creates an account you can have the credit refunded by Uninviting that client.

    Normally, you will use the Invite Client feature when you want the client to do the Narrative Assessment on their own.

  3. Access Codes – By request, we can create access codes for your organization that you can give to students/clients to allow them to create an account on their own. Please contact us for more information.

    Using access codes is especially useful for having large groups of people use the Online Storyteller.

Client status

Clients have 1 of 3 statuses:

  • Active clients have full access to the Online Storyteller. If the client is active but is having trouble logging in, they probably have not created a password for them. In the Edit client page you can create a password for them by clicking the Manually activate link, or resend the link to create a password by clicking the Resend activation email link.
  • Invited clients have been sent an invitation email but they have not yet created an account or logged in. You cannot Login As uninvited clients or Edit their accounts. You can Uninvite clients by clicking the Uninvite button – Uninviting a client will refund your Online Storyteller credit.
  • Archived clients can no longer login to the system. You have full control over activating or archiving clients and can toggle between active and archived freely. Archiving clients is used if you want to restrict access to a client but don’t want to delete their account fully.

Narrative Assessment Status

By default, all clients you add will have to go through the Narrative Assessment process before being given full access to the Online Storyteller. We recommend you leave this default setting unless you have walked through the Online Storyteller with the client in detail.

You can change the clients Narrative Assessment Status on the Edit client page.

There are 4 possible Narrative Assessment Statuses:

  1. Not Started. Client has not yet begun the Narrative Assessment, when they login they will be taken to the first step of the Narrative Assessment.
  2. Partially complete. The client has started the Narrative Assessment, when they login they will be taken to the point in the Narrative Assessment where they left off.
  3. Complete. The client has completed the Narrative Assessment, when they login they will no longer see the Narrative Assessment and will be taken directly to the Client Dashboard.
  4. Skipped. The Helping Professional (you or a colleague) has skipped the Narrative Assessment for this client. When they login they will not see the Narrative Assessment and will go directly to the Client Dashboard.

Editing clients

The edit client page has 3 sections: Details, Assign Resources and Transfer Clients

  • Details: The client details section allows you to edit the client profile, account expiry and client status and Narrative Assessment status.

  • Assign Resources: The assign resources section allows you to assign resources to a client which will show up in the Questions & Notes section of their account. Resources are divided into two sections, organization resources & One Life Tools resources. Organization resources are those resources which were uploaded by the organization owner in the client resources section. To assign a resource to a client simply click on the check box next to the resource name, it will then show up in the Questions & Notes section of the clients account.

  • Transfer Clients: Use this page to transfer a client to another helping professional within your organization.

Client account expiry

Set an expiry date on client accounts to give them a limited period of access

Use the client account expiry if you want clients to have a limited period of access to the system. Some organizations use this if they are billing clients for a set period of access.

account expiry date

Add an expiry date in the Edit client page. On the date you set the clients account will be changed to archived status. The client account is not deleted, it is just changed to archived status.

Login as a client

When working with a client you don't need to have the password for their account, you can login to any clients account directly through your helping professional dashboard.

To login as a client find the client in the clients page, then click Login As for the client account you want to view. If the clients Narrative Assessment status is either Not Started or Partially Complete you will see a popup with 2 options:

  • Continue to Narrative Assessment - will take you to the clients current position in the Narrative Assessment
  • Continue to Client Dashboard – will bypass the Narrative Assessment and go directly to the clients dashboard

Note: Regardless of your selection, the clients Narrative Assessment Status will not be affected and they will still see the Narrative Assessment when they login. For example: a common use for this would be to create an account with a client, login as them and Continue to the Client Dashboard to input information from your meeting with them. Then when they go home they can complete the Narrative Assessment on their own.

Helping professional client account

As a helping professional you have your own client account so you can add your own stories, create a Career Statement and use the Online Storyteller to help manage your own career. This is also a great place to get familiar with the system.

To access your client account click the My Client Account link.

Helping Professional Profile

The profile page allows you to change some details of your helping professional account. You can update your email address, name, phone number, password and profile picture.

The show profile on client dashboard check box determines whether the information in your helping professional profile is displayed on the clients dashboard.(Note: This feature is not yet built; you can set the show profile on client dashboard selection, but nothing will be displayed on the clients dashboard until a future update of the One Life Storyteller)

Helping Professionals

This section is only accessible to the organization owner.

The Helping Professionals section allows the organization owner to manage the helping professional accounts within the organization.

The main page of the helping professionals section displays all helping professionals within the organization.

Edit Helping Professional

Edit a helping professional by clicking the Edit button for that row. You can make changes to the helping professional account under the Details tab, or view all clients assigned to that helping professional under the Clients tab.

Add Helping Professional

To add a helping professional click the Add Helping Professional button and fill in the details.

Email Templates

This section is only accessible to the organization owner.

Email templates allow you to customize the emails that are sent to clients from the One Life Storyteller on behalf of your organization. There are 3 email templates:

  • Activation email: Sent when a new client is added to the system, this email contains the set password link which allows the user to set their password.
  • Invitation email: Sent when a new client is invited to the system, this email contains the registration link which allows the user register for the system..
  • Welcome email: Sent to the user after they complete the registration process..

Editing email templates

To edit the email templates simply click on the one you wish to edit and edit the text in the Template Content text box. Dynamic values can be placed into the email by using the keys outlined in the key legend. For example: "Hi #ClientName" will show up as "Hi John Smith" if that is the clients name.

IMPORTANT: In the Activation Email the #RegistrationLink# key must be present or your clients will not be able to complete their registration. In the Invitation Email the #InvitationLink# must be present.

Organization Profile

This section is only accessible to the organization owner.

Information related to your organizations account can be updated here, this information is only used by One Life Tools and is never shared with your clients or any third parties.

On this page you can also update which helping professional is designated as the organization owner.

Client Resources

This section is only accessible to the organization owner.

URL links or downloadable files can be assigned to clients, these will show in the clients Questions & Notes section.

You can either add your own resources or assign the preloaded One Life Tools resources. To add new resources go to the client resources section and click the Add Resource button. Fill in the title of the resource, add a brief description and either upload a file or enter a URL of your resource (it could be a Youtube video, blog post or any other link). The order number determines what position the resource will display in, with 0 displaying at the top and then ordered in chronologically descending order. Especially if you are only adding a few resources you can leave the order number field blank and resources will display in the order added.

To assign a resource go to the clients page, edit the client you want to assign a resource to and click on the Assign Resources tab for that client. The resources are divided into two sections, organization resources and One Life Tools resources. Organization resources are those resources which were added by the organization owner. To assign a resource to a client simply click on the checkbox next to the resource name, it will then show up in the Questions & Notes section of the clients account.

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