Reporting Dashboards for Supervisors and Managers

Complete guide to understanding analytics, generating reports, and using data for decision-making.

Understanding the Dashboard

Accessing the Main Dashboard

Navigation: Click "Dash" in the left sidebar

What You See: Comprehensive overview of helpline operations including case statistics, call volumes, geographic distribution, and status tracking.

Dashboard Components

The dashboard has four main sections:

1. Case Categories (top left)
2. Daily Cases (top right)
3. Case per Location (bottom left)
4. Case Status (bottom right)

Plus sidebar filters and channel breakdowns.

Sidebar Controls

Date Range Selector

"This Month" Dropdown:

• Current month (default)
• Last month
• This quarter
• Last quarter
• This year
• Custom date range

Purpose: Filter all dashboard data by time period

Use Cases:

• Monthly performance reviews
• Quarterly reports
• Year-over-year comparisons
• Campaign period analysis

View Type Selector

"Both VAC & GBV" Dropdown:

• Both VAC & GBV (show all cases)
• VAC only (Violence Against Children)
• GBV only (Gender-Based Violence)
• Non-VAC/GBV only

Purpose: Focus on specific case types based on your reporting needs

Channel Breakdown

Left Sidebar Shows:

Total Cases: 351

• Overall case count for selected period

Calls: 350 Cases

• Cases originating from phone calls
• Largest volume channel

SMS: (if active)

• Cases from text messages

Social Media: (if active)

• Cases from Facebook, WhatsApp, etc.

Email: (if active)

• Cases from email inquiries

Walk-in: 1 Case

• In-person visits

Case Categories Section

Visual Display

Pie Chart shows distribution of case types:

• Green: Non-Interventions (313 cases - 89%)
• Light Green: Information Inquiry (34 cases - 10%)
• Blue: Abuse & Violence (2 cases)
• Purple: Counselling (2 cases)

Data Table

Category	Count	Percentage
Non-Interventions	313	~89%
Information Inquiry	34	~10%
Abuse & Violence	2	<1%
Counselling	2	<1%
Total	351	100%

Understanding the Categories

Non-Interventions (Highest Volume):

• General information requests
• Directory assistance
• Brief consultations
• Does not require case creation typically
• High volume is normal

Information Inquiry:

• Specific questions about services
• Eligibility inquiries
• Referral requests
• Educational questions

Abuse & Violence (Critical Priority):

• Physical abuse
• Sexual abuse
• Emotional abuse
• Domestic violence
• Always high priority regardless of count

Counselling:

• Mental health support
• Crisis counseling
• Emotional support
• Therapeutic intervention

Using This Data

For Staffing:

• High non-intervention volumes suggest need for FAQ resources
• Can some be handled by chatbot or automated systems?
• Allows counsellors to focus on serious cases

For Training:

• Are serious cases (abuse, violence) being properly categorized?
• Do staff need more training on identification?
• Review sample cases from each category

For Reporting:

• Track month-over-month category trends
• Identify emerging patterns
• Report VAC/GBV rates to stakeholders

Daily Cases Section

Time Series Chart

Displays: Number of cases handled each day over the selected period

Y-Axis: Case count (0 to max, e.g., 350) X-Axis: Dates (1 Oct 2025 to 1 Oct 2025 in example)

Data Table

Shows daily breakdown by channel:

Date	Call	Walk-in	Total
1 Oct 2025	350	1	351

What to Look For

Patterns:

• Which days have highest volume?
• Are weekends different from weekdays?
• Are there seasonal patterns?
• Do campaigns drive spikes?

Trends:

• Increasing or decreasing over time?
• Consistent volume or erratic?
• Impact of staffing changes?

Anomalies:

• Sudden spikes (investigate cause)
• Unexpected drops (system issues? Staffing?)
• Zero-case days (holiday? Outage?)

Using This Data

For Capacity Planning:

• Schedule more staff on high-volume days
• Plan training on low-volume days
• Anticipate seasonal fluctuations

For Goal Setting:

• Target number of cases to handle
• Growth projections
• Service expansion planning

Case per Location Section

Geographic Distribution

Pie Chart shows where cases originate:

• Blue (largest): (blank) - 308 cases
• Various colors: Named locations
  • Nairobi: 4 cases
  • Nakuru: 4 cases
  • Kakamega: 3 cases
  • Kiambu: 3 cases
  • Makueni: 3 cases
  • Tharaka-Nithi: 3 cases
  • (and more)

Data Table

Location	Count	Percentage
(blank)	308	~88%
Nairobi	4	~1%
Nakuru	4	~1%
Other locations	3 each	<1% each
Total	351	100%

Understanding "Blank" Locations

Why So Many Blanks?:

• Location not captured during call
• Caller refused to provide
• Quick information calls (didn't ask)
• System field left empty

Action Items:

• Train staff to always ask for location
• Make location field required
• Add "Refused" option vs leaving blank
• Improve data collection protocols

Using Location Data

For Service Planning:

• Identify underserved areas
• Plan outreach in high-need regions
• Partner with local organizations in hotspots

For Resource Allocation:

• Referral networks by location
• Translation needs by region
• Cultural competency training

For Stakeholder Reporting:

• Show geographic reach
• Demonstrate community impact
• Support funding requests for specific regions

Case Status Section

Status Indicators

Closed Cases (Green Bar): 250

• Cases successfully resolved
• Highest volume (good sign!)

Pending Cases (Orange Bar): 5

• Cases in progress
• Awaiting information or follow-up

Escalated Cases (Gray Bar): 0

• Cases requiring specialized intervention
• Transferred to higher-level support

Priority Distribution

Shows case urgency levels:

Low Priority: 340

• Non-urgent matters
• Standard follow-up schedule
• Most cases fall here (expected)

Medium Priority: 6

• Requires attention within 48-72 hours
• Moderate concern
• Monitor closely

High Priority: 3

• Immediate intervention needed
• Emergency situations
• Requires supervisor oversight

Total: 351

Health Indicators

Healthy Status Distribution:

• High % closed (250/351 = 71%)
• Low pending count (5)
• Zero escalations
• Few high-priority (3)

Concerning Patterns:

• Growing pending backlog
• Many escalations (capacity issue?)
• Too many high-priority (identification problem?)
• Low closure rate

Using Status Data

Daily Monitoring:

• Check pending cases every morning
• Follow up on high-priority immediately
• Ensure escalated cases being handled

Performance Tracking:

• Closure rate (target: >70%)
• Average time to close
• Escalation rate (target: <5%)
• Priority accuracy

Resource Allocation:

• Assign experienced staff to high-priority
• Balance caseload across team
• Identify need for additional resources

Generating Reports

Available Report Types

From Dashboard:

1. Click "Reports" button (various locations)
2. Select report type
3. Choose parameters
4. Generate

Report Options:

• Summary reports (overview)
• Detailed case lists
• Category breakdowns
• Performance metrics
• Custom reports

Report Filters

Common Filters:

• Date range
• Case category
• Priority level
• Status (open/closed)
• Location
• Channel source
• Counsellor/team

Tips:

• Start broad, then narrow
• Save frequently-used filter combinations
• Export raw data for custom analysis

Exporting Data

Click "Download" Button:

• CSV format (for Excel)
• PDF format (for printing/sharing)
• JSON format (for technical analysis)

Best Practices:

• Regular backups (monthly minimum)
• Secure storage of exported data
• Follow data protection policies
• Anonymize before sharing externally

Key Performance Metrics

Volume Metrics

Total Cases: 351 (this month)

• Trend: Up/down from last month?
• Target: Meeting organizational goals?

Cases by Channel:

• Calls: 350 (99.7%)
• Walk-ins: 1 (0.3%)
• Other channels: Monitor adoption

Daily Average: 351 cases ÷ 30 days = ~12 per day

• Helps with staffing calculations
• Compare to capacity

Quality Metrics

Case Closure Rate: 250/351 = 71%

• Industry benchmark: >70%
• Higher is better (but not rushed)

Pending Backlog: 5 cases

• Should be <5% of total
• Monitor age of pending cases

High-Priority Response Time:

• Track time from case creation to first action
• Target: Same day for high-priority

Efficiency Metrics

Average Case Duration:

• From creation to closure
• By category (abuse cases take longer)
• Identify bottlenecks

Counsellor Caseload:

• Cases per counsellor
• Balance across team
• Prevent overload or underutilization

Impact Metrics

VAC/GBV Cases: 2-4 cases this month

• Core mission metric
• Track interventions made
• Measure outcomes

Referrals Made:

• Number of successful referrals
• Partner organizations used
• Follow-up completion rate

Analysis and Insights

Trend Analysis

Month-over-Month:

September: 320 cases
October: 351 cases
Change: +31 cases (+9.7%)

Questions to Ask:

• Why the increase?
• Is it sustainable?
• Do we need more staff?
• Is quality being maintained?

Identifying Patterns

Time Patterns:

• Busiest days of week
• Peak hours
• Seasonal variations
• Holiday impacts

Category Patterns:

• Are certain types increasing?
• New emerging issues?
• Training gaps revealed?

Geographic Patterns:

• New areas reaching out?
• Declining regions (why)?
• Urban vs rural differences?

Data-Driven Decisions

Examples:

Finding: 90% of cases are information inquiries
Action: Develop FAQ page, chatbot for common questions
Result: Frees counsellors for serious cases

Finding: Nairobi has 4x more cases than other regions
Action: Open satellite office, hire Nairobi-based staff
Result: Better local service, reduced response times

Finding: High-priority cases often miscategorized initially
Action: Improve training on risk assessment
Result: Better triage, faster interventions

Reporting to Stakeholders

Monthly Report Template

Executive Summary:

• Total cases handled
• Key achievements
• Challenges faced
• Next month plans

Detailed Metrics:

• Volume by category
• Geographic reach
• Priority distribution
• Case outcomes

Highlights:

• Success stories (anonymized)
• Impact metrics
• Team performance

Needs and Requests:

• Resource requirements
• Training needs
• System improvements

Quarterly Report

Includes:

• 3-month trend analysis
• Goal achievement review
• Financial summary (if applicable)
• Strategic recommendations
• Case studies
• Team development updates

Annual Report

Comprehensive Review:

• Year-over-year comparison
• Total impact (lives touched)
• Major milestones
• Challenges overcome
• Future strategy
• Sustainability plan

Visualizing Data

For Presentations:

• Use dashboard screenshots
• Create simple charts
• Highlight key numbers
• Tell stories with data
• Show trends visually

Tools:

• Export data to Excel for custom charts
• Use PowerPoint/Google Slides for presentations
• Consider infographics for external sharing

Best Practices

Regular Review Schedule

Daily (5 minutes):

• Quick dashboard check
• High-priority cases
• Queue status

Weekly (30 minutes):

• Detailed metrics review
• Team performance
• Trend identification

Monthly (2 hours):

• Comprehensive analysis
• Report generation
• Strategic planning

Quarterly (Half day):

• Deep dive analysis
• Goal assessment
• Planning for next quarter

Data Quality

Ensure Accuracy:

• Regular data audits
• Spot-check cases
• Verify calculations
• Investigate anomalies

Maintain Consistency:

• Standard categorization
• Uniform data entry
• Clear definitions
• Training on standards

Privacy and Security:

• Anonymize sensitive data
• Secure storage
• Access controls
• Compliance with regulations

Troubleshooting

Dashboard Not Loading

Solutions:

• Refresh browser (F5)
• Clear cache and cookies
• Try different browser
• Contact IT support

Numbers Don't Match

Check:

• Date range selected
• Filters applied
• View type (VAC/GBV toggle)
• Data refresh timing

Missing Data

Possible Causes:

• Cases not finalized
• Filters excluding data
• Time zone differences
• System sync delays

Quick Reference

Key Metrics Summary

Metric	Current	Target	Status
Total Cases	351	300+	✅ Met
Closure Rate	71%	>70%	✅ Met
High Priority	3	<5%	✅ Met
Pending	5	<5%	✅ Met

Dashboard Navigation

Need	Click	Find
Overview	Dash	All metrics
Call Volume	Calls	Channel breakdown
Quality	QA	Performance scores
Staff Status	Wallboard	Real-time activity
All Cases	Cases	Case list

Getting Help

Data Questions:

• Review this guide
• Ask senior supervisor
• Contact IT for technical issues

Training:

• Request dashboard training session
• Review video tutorials (if available)
• Practice with historical data

Next Steps

• Quality Assurance Monitoring - Evaluate service quality
• Team Workflow Management - Manage daily operations

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Remember: Data tells stories. Your job is to listen to what the numbers are saying, identify patterns, and take action to improve service. Good data leads to good decisions, and good decisions save lives.