Managing Live Training within a Recommendation

Understanding Training Outcomes

Outcome	What does it mean...	Once Saved...
Complete	Choose Complete when the candidate successfully attended and met the requirements of the live training.	The live training requirement is marked complete. The recommendation moves to the next step in the certification process. A record of the completion is added to the recommendation history.
Incomplete	Choose Incomplete when the candidate did not successfully complete the training. Examples might include: The candidate did not attend. The candidate left before completion. The candidate did not meet the training requirements.	The reason is recorded. Notification emails are sent to the candidate and referrer. The training requirement remains open, so another attempt can be recorded later.
Provisional	Choose Provisional when the candidate has successfully completed most of the training but must complete additional follow-up requirements before receiving full credit.	The follow-up plan is recorded. The training requirement is temporarily locked while the provisional requirements are reviewed. Notification emails are sent to the candidate and referrer.

Who Can Record Outcomes?

The following users can record Complete, Incomplete, and Provisional outcomes:

The recommendation's Referrer (the person who created the recommendation)
Alliance staff with appropriate access to the sponsoring organization
NAMI National staff with appropriate access

Some actions are only done by NAMI National staff

Closing a provisional outcome
Force-completing a stuck requirement

Recording an outcome of the Initial live training

Once the candidate has completed their live training, open the recommendation and locate the live training requirement.

Navigate to candidate's recommendation and scroll to final requirement

Within the live training requirement, look for the section labeled "For Referrers and Alliance Staff." Referrers and Alliance staff with the right permissions will see the following:

Select the method

Choose how the training was delivered: Online or In-Person.

Select the outcome

Choose one of the following: Complete, Incomplete, or Provisional.

Complete will require no next step or follow up. Clicking Save Outcome will complete the requirement and recommendation for the candidate. This means the portal will create the candidate's records.
If you select Incomplete or Provisional, there will be follow up steps covered in later sections.

Click Save Outcome.

After saving any outcome, it will be recorded in the recommendation's History section, which remains available even if additional training attempts are recorded later. The following are recording for each outcome saved:

The date and time
The user who saved the outcome
Any notes entered

Incomplete Training

Selecting Incomplete records that the candidate did not successfully complete the live training. An incomplete outcome does not end the recommendation or prevent the candidate from trying again in the future.

When you select Incomplete, an Incomplete Reason field appears. Providing a reason is optional but strongly recommended. The information you enter becomes part of the recommendation history and can help referrers, alliance staff, and NAMI National staff understand what occurred if the candidate attempts the training again later.

The Incomplete Reason is visible to authorized referrers and staff members who have access to the recommendation.

Candidates do not see the reason entered in this field. Instead, they will see that the training attempt was recorded as Incomplete.

Because candidates cannot see the explanation entered in the Incomplete Reason field, you should communicate directly with the candidate if additional context, feedback, or next steps are needed.

Clicking ‘save’ will immediately email the candidate the outcome. This may be difficult news for your candidate, so consider speaking with them before submitting.

Recording another attempt

Recording an Incomplete outcome does not close the recommendation.

After the outcome is saved, the training requirement remains open so that a future training attempt can be recorded if appropriate. The recommendation history will show the incomplete outcome, including the date it was recorded, the person who recorded it, and any notes that were entered.

When the candidate is ready to attempt the training again, use the same outcome form to record the new attempt.

If another training attempt is not possible or appropriate, consider whether the recommendation should be canceled instead.

Incomplete Outcome Communications

Saving a failed outcome sends two emails – one to the referrer and one to the candidate. The candidate receives an email notifying them that the live training requirement was marked as Not Passed.

The email does not include the reason entered in the Incomplete Reason field. Instead, it lets the candidate know that their referrer will provide additional information and discuss next steps.

The referrer receives a confirmation email reminding them to follow up with the candidate regarding the outcome, any feedback that should be shared, and whether another training attempt may be appropriate.

Candidate email example

Referrer email example

Provisional training attempt (passed, with conditions)

Provisional is for “yes, but”: the candidate attended, but something is still owed — a make-up exercise, a missed module, paperwork. You write that list down, and the system holds the requirement open until NAMI National confirms it's been done.

When you select Provisional, a Provisional Plan field appears. This field is required.

Use the Provisional Plan to clearly describe what the candidate must do to complete the requirement. The plan will be visible to the candidate, referrer, Alliance staff, and NAMI National, so it should include enough detail for everyone to understand the next steps.

After you save the outcome, the recommendation history is updated and notification emails are sent to the candidate and referrer.

The requirement locks

Once a provisional outcome is saved, the outcome form disappears for referrers and alliance staff. The referrer should work through the plan with the candidate, but only NAMI National can record that the provisional outcome has ended — you cannot save another outcome yourself.

What the candidate sees

The candidate's copy of the requirement will change from ‘Action required from referrer’ to a note:

"This requirement is marked provisional. Work with your referrer to complete the provisional plan below to finish this requirement and continue with your recommendation."

The history underneath shows the provisional plan itself and every previous attempt.

Provisional Outcome Communications

When a provisional outcome is recorded, the system automatically sends notification emails to both the candidate and the referrer.

The candidate receives an email informing them that the training requirement has been marked Provisional and that additional steps are required before the requirement can be completed.

The referrer receives a copy of the provisional plan along with a reminder to support the candidate through the remaining requirements.

Both emails include the provisional plan so everyone has the same understanding of the remaining requirements.

Once the candidate has completed everything outlined in the plan, the referrer should contact success@nami.org to request review and closure of the provisional outcome.