FAQs for Everyone

  • On the login page https://app.duett.io/ underneath the login button, is a “Forgot Password” button. On the next screen put in your username/email and click submit. You will receive an email with a link to create a new password.

  • To contact Duett you can email us at support@duett.io

FAQs for Two Factor Authentication

  • Care providers can ONLY use SMS to configure the authentication. It is not required for care providers to configure their authentication. Care providers can also ignore the option to authenticate for 2 weeks at a time.

    Care Managers MUST use one form of authentication each time they log in. Care managers have the choice to use SMS or an authenticator app. Care managers can use Google Authenticator or Microsoft Authenticator. Microsoft Authenticator is the preferred method.

  • Click here to view screenshots of step by step instructions on how to configure with text messaging. Care Providers and Care Managers can use SMS.

  • Click here to view screenshots of step by step instructions on how to configure with text messaging. Care Providers and Care Managers can use SMS.

  • Click here to view screenshots of step by step instructions to use Microsoft authenticator application.

FAQs for Case Managers

  • Step by step guide on how to add a new care request for a client service need. Learn More

  • Learn More on how to reopen a matched care request and put it back on the Dashboard for providers to see.

  • Yes, this is possible! Please contact support@duett.io and we can do this for you.

  • Learn More on what the provider can see from their portal compared to what information is kept for only the case manager to see.

  • Learn More on the next steps after “match” is clicked!

  • Learn how to edit and what can be edited in a care request. Learn More

  • A care request should be deleted by the CM if the client demographic information or care plan information needs changed. All other unmatched outcomes should be archived by using the archive feature.

    There are some situations where the care plan information can be updated without deleting the care request which can be found here.

    Information on how to archive a case can be found here.

  • Learn More about searching for existing client profiles and why a case manager may be getting an error when trying to add a client.

  • As long as a case manager has a care request in Duett, it is best practice for the case manager to check Duett daily. Duett does email the case manager at 10:00 am every day with a list of the providers who have notified of their availability for the coinciding care request.

  • Freedom of Choice remains top priority. Duett is designed to enhance client choice and cut the time it takes for a service provider to start service once the client chooses their provider. Case managers are required to provide the Division of Aging pick list to the client prior to posting care request on Duett.

  • Find the steps for archiving a care request here >> Learn More

  • Learn More on how to update client demographic information in their profile.

  • Learn More on how to undo and reassign a matched case to another provider.

  • Learn More on how to deactivate a case manager who no longer needs access to Duett.

  • The notes section is for the user to write notes to self. Anything written in the notes section is shared only with the users organization and is not shared with other organizations. This can be used as a way to track the care request, ideas, and next steps.

  • Learn More on how to refresh a care request.

  • Learn more on what to do next once your care request turns to “submissions received” status.

FAQs for Care Providers

  • Learn More on what happens when the case manager clicks “match”.

  • There are various reasons why a provider may not have heard back from a CM after notifying of availability. CMs are actively working with the client to select the provider.

    The provider will get an automated email from Duett if they are MATCHED for the case. The provider will get an automated email from Duett if they are NOT matched for the case. In order for these emails to generate, the CM must go into their portal and click "match".

    Additionally, Duett sends an automated email to the CM when a provider clicks "notify" for the care request. Sending a separate email to the CM only delays the process and creates more emails for the CM.

  • The dashboard is set up for the provider to get an overview of all care request within the service type and zip code the provider identified in the Duett enrollment process. If there are certain zip codes or services that you provide that need to be added to your dashboard, please contact us at support@duett.io

    Additionally, if you would like to expand your account to cover other AAAs contact the Duett team.

  • It is best practice to log into Duett between 1-3 times per day. We recommend working it into your daily routine to log on and check for cases in the morning and mid-day/evening.

  • We can do that for you! When you need updates to your provider profile simply contact our support team on our website or email support@duett.io .

  • The client ultimately makes the decision to choose their provider. A list of providers that have notified through Duett is emailed to the CM daily and that list is shared with the client.

  • Freedom of choice is enhanced by leveraging Duett. The platform helps facilitate the matching process in a timely manner, the client still gets to choose from the available/interested providers and the Division of Aging pick list are provided by the case managers to the clients.

  • While there is no guarantee that your business will be selected by the client, it is highly likely if you utilize the platform commonly that your agency will be selected.

  • Build your brand! If your company provides great care in the community and can be easily identified, it is more likely the business will attract more clients.

  • In order to update your payment method you must contact us at support@duett.io

  • Duett has four payment plans.

    1. Monthly - $50.00

    2. Quarterly - $150.00

    3. Semi-Annually - $300.00

    4. Annually - $600.00

    Your subscription will be managed through Stripe. If you have any questions about payments and subscriptions, please reach out to support@duett.io

  • Yes you can! Learn here

  • It would be wise to hide a case from your dashboard if you know the case is not a good fit for your business or you cannot meet their needs at this time. It is meant to make the dashboard more efficient for your viewing. Click here to learn more on how to hide and unhide a case or where to find your hidden cases.

  • Learn More on how to add a user to your account.

  • Learn more on how to deactivate a user.