New and Returning Clients
Learn how to count New and Returning Clients on reports.
Definitions and Explanations
Clients are defined as either New or Returning when reports are created in the OCMS. To review the New/Returning Client report click on New/Returning Clients.
- Clients who receive their FIRST Service within your Agency during the date range being reported on are defined as being New to the Agency.
- Clients who receive their FIRST Service within the Program you work for during the date range being reported on, are defined as being New to your Program.
- If a Client receives a Service for the first time in your Program and/or Agency and comes back for additional Services within the date range being reported on, the Client will still be considered as New. They are New regardless of the number of visits in the date range selected because they received their FIRST Service during that specified date range. Clients are counted only once in the given time period regardless of how many services they received.
- If a new client receives services in April, May, June, and July, then they will be counted in April as a new client, and in May, June and July as a returning client. In the April-to-June quarter, they will be counted as a new client. In the July-to-September quarter, they will be a returning client.
- The client's status of "new" or "returning" relates to the entire period, and no client can be both new and returning within the same period of time.
- Please note: Clients can be New to a Program and an Agency at the same time.
- Any Client receiving Services within your Agency during the date range being reported on. These are Clients who have been to your Agency to receive Services prior to the date range being reported on.
- Any Client receiving Services within your Program during the date range being reported on. These are Clients who have received Services within your Program prior to the date range being reported on.
- Clients can be New to one Program and Returning to another within a specified date range. Filtering by Program will allow you to see if the Client is New or Returning to the selected Program within the date range being reported on.
- You can identify these Clients as Returning for your Program by selecting the Date in which they first received Services in your Program and then changing their status to 'Returning Client' in the Answer column of the table. The New/Repeat Status of Client in Agency Prior to OCMS will automatically change to Returning Client:
- Please note: If the Client(s) received Services for the Program you work for, prior to your Agency using the OCMS, they will be considered as Returning for your Program within your Agency.
New and Returning Client Example
In this example, the Client, Ms. Walenda Gregory came to the Agency to receive Services within the Housing Program. The first time Ms. Gregory came to the Agency was in February. She returned for additional Services within the Housing Program in March.
For a report for the month of February, Ms. Walenda Gregory is defined as a New Client.
Ms. Gregory received 2 Services for the Housing Program in the date range of February to March. She is defined as New in this period because she received her FIRST Service in February.
If a report was done for the month of March only, Ms. Gregory would be defined as a Returning Client.
Reports (February to March) Example
In a report for the date range: February 2-28, Ms. Walenda Gregory is counted as a New Client for the Housing Program and for the Agency.
February (2015/02/02 - 2015/02/28) Report:
In a report for the date range: March 1-11, Ms. Gregory is counted as a Returning Client for the Housing Program and for the Agency.
March (2015/03/01 - 2015/03/11) Report
In a report from February 2 to March 11, Ms. Walenda Gregory is counted as a New Client for the Housing Program and for the Agency.
February - March (2015/02/02 - 2015/03/11) Report