Tip of the month

Have a succession plan for CLASS admins & important contacts at your centre:

If a CLASS Admin Advanced user is leaving your centre they should ideally nominate someone else to receive that permission. Lodge a helpdesk ticket with your Centre's principal solicitor and or CEO copied in.

This is important to ensure someone at your centre retains the ability to carry out crucial administration tasks and user management within CLASS. The CLASS Admin Advanced is also the person the helpdesk looks for when reaching out to centre's to share information or double check requests or current helpdesk tickets.

If a change in principal solicitor or centre coordinator happens please inform us so we can update our internal records and be able to authorise requests from that individual assuming that role, such as the one above.

Part of this process should be ensuring that the centre profile information is up to date per this article.

Services in CLASS are tagged with the Clients address at the time the Service is created. This can cause issues down the line if only a partial address is entered, or if a Client moves house. CLASS has a tool to let you retag a Service if you need to. 

Here’s how:

Open the client and click "Additional Details"

Click New in the "Address" section

Enter the new address and tick the box for Primary. Press Save & Close

Open the relevant Service

Click Retag in the top right hand side of the menu

Congratulations, your service has been retagged!

If you don't have access to the retag button and think you should, get in touch with your Centre's CLASS Administrator, or with us on the Helpdesk.

Did you know you can create unique roles for your staff in CLASS? These roles can allow you to customise permissions for a staff member in particular service you provide, or a certain team that needs things set up a bit differently.

Before you create a custom Role, it’s worth thinking about what permissions you’d like to give your users. Would you like them to only be able to view, (rather than create) services? Would you like to give them access to reporting, but not other areas of CLASS? 
Once you have some parameters in mind, simply follow the instructions below to create your custom Role.

  1. Navigate to System Settings >> Roles
  2. Click New in the menu on the top right hand side
  3. Give your Role a name
  4. Pick an existing Role to base the permissions off. (The best option to choose will depend a little on what you’re trying to create, but we  recommend starting with Volunteer, General Staff Access, Admin, or Admin Advanced, depending on the level of power you’d like your user to have).
  5. Select a “Level of Access”. (We recommend copying the level associated with the base Role you’ve selected). 
  6. Click Save in the menu on the top right hand side. This will bring up some columns below and to the side.
  7. To edit the permissions, in the column below click the little arrows next to the different Modules, and then the Entities within them, to expand them. 
  8. Then, tick or untick the boxes for the relevant permissions you’d like to add or remove from the role.
  9. To assign it to users, click the Assign Users hyperlink in the column on the side. This will bring up a multiselect list of all the users at your centre. 
  10. Simply tick the box next to the users you’d like to assign
  11. When you’re done, click Save in the menu on the top right hand side.

Graphical user interface, text, application, email

Did you know CLASS generates data about where you deliver services? This month’s tip is on using geotagging in CLASS to better report on your service locations. It also covers how to update geotagging for clients who have changed address.

When you create a Service, CLASS stamps it with the address of the Client. This allows us to generate a large amount of detailed information about the Service, including things like it’s Local Government Area (LGA) or Remoteness Area (RA).

However, to generate this information, CLASS needs a complete address.

When doing data entry, you can click the “Show on Google Maps” button to determine if the address is complete or not.

May tip of the month

If a Client moves house between Services, you can stamp the new Service with their new address by adding a new address to the Client page and marking it as primary, then going to the service and clicking 'Retag' in the menu on the top right-hand side.

Want to report on these fields? No worries! Here’s a quick rundown of how to bring those into a DIY report.

  1. Navigate to Reports and Accountability >> Reports
  2. Open DIY Service Client
  3. Set your start and end dates, your additional reporting date, and your funding categories
  4. Click on Customise in the menu on the top right-hand side to bring up the PivotGrid Field List
  5. From the list, click and drag LGA Name into the Drop Row Items Here space
  6. Also from the list, click and drag No of Services into the Drop Data Items Here space
  7. Click Load report
  8. Congratulations! You now have a breakdown of how many services you delivered to each LGA during that period.

May tip of the month

April Tip of the Month

Did you know you can add demographic information to services in your Triage list? If you’re collecting Client information before you know what kind of Service Type they will require, this is an easy way to get that information into CLASS.

If you navigate to CLASS >> Triage you’ll see a list of Triage services.

Tip of the month - March 21

You can click on the Service ID hyperlink to click into the service.

Tip of the month - March 21

Once you’re inside the Service Record, you can click on the hyperlink of the Client’s name to open the Client Record, where most demographic data is recorded.

Tip of the month - March 21

Then you can record as much as you desire!

March Tip of the Month

Did you know you can add a Legal Task in the same session as a Legal Advice?

A Legal Advice Service is the provision of fact-specific legal advice to a Service User in response to a request for assistance to resolve specific legal problems.

A Legal Task will generally either involve preparing or assisting a Service User with the preparation of documents or advocating on behalf of a Service User.

See the following case study from the Data Standards Manual.

Jason receives written legal advice on an employment matter. This counts as one ‘Legal Advice Service’. Jason makes further contact one month later in relation to the same employment matter. It is determined that further advice on the matter is required and is provided in writing again. This counts as a second ‘Legal Advice Service’. A letter is also written on Jason’s behalf to his employer. This letter is counted as a separate ‘Legal Task’.

It is important to record Legal Tasks as they show the variety of work provided by CLCs and FVPLSs which reflects the additional effort required to do this work. Note that Legal Advices and Legal Tasks should not be recorded for Representation Services.

February Tip of the Month

As staff arrive at and leave your Centre, it’s important to ensure that their access to CLASS is managed appropriately. The best way to do this is to lock or deactivate user accounts as soon as they leave the Centre. Once you’re sure there’s nothing owned by that user that needs to be shared or retrieved, for example, custom DIY reports, the user can be terminated, making their account permanently inaccessible.

This can be done by going to System Settings > User Accounts > Selecting the user account from the list.

Accounts can be blocked or deactivated by ticking or unticking the relevant box on the user account and clicking save. Clicking Terminate Account will bring up a warning pop-up.

Tip of the month - Feb 21


More information about creating user and worker accounts.

Did you know that under the National Legal Assistance Data Standards Manual, Information Services are subsumed by all other service types?

For example:

  • If you provide a Referral and an Information Service, you only record a Referral
  • If you provide an Advice and an Information Service, you only record an Advice

Downloads of fact-sheets, self-help guides, or other resources from the Centre website or leaflets about the law picked up by people should NOT be counted as information services. However, you might want to report separately on these to demonstrate the reach and value of these resources.

See the Data Consistency Guide for more information about information Services.

Got a great tip you want to share? Ask to join our CLASS Admin Peer Support Group!

Search Services is a more versatile and powerful searching tool than you might have realised. To perform complex searches, simply open the Filter Builder by clicking the hyperlink next to the checkbox down the bottom left of the page. 

From here, you can filter for Services depending on what you’re interested in. This example shows how to use the Filter builder to view all services for a particular funding category that were assigned to a particular worker during a six month period please follow steps below: 

  1. Type ‘s’ into the Service ID search bar and press enter to populate the list 

  1. Click on the hyperlink “Contains” down the bottom left hand side of the Search Services Screen 

Search Services filter builder on the bottom left
The Search services view in CLASS populated with an S for service ID to show all services you can filter this down easily


  1. The Filter Builder will now show. Click on the plus symbol next to the “And” to add criteria to your existing view of Services to better filter them. 

The default filter builder pop up
Once you've pressed the bottom left link this window pops up this is where we can add our criteria below


  1. Click on the blue text and select Funding Category 

  1. Click on the green text and select Equals 

  1. Click on the grey text and type NLAP Funding 

  1. Click the plus symbol again 

  1. Click the blue text and select Open Date 

  1. Click the green text and select Is between 

  1. Click the grey text and enter 1/7/21 and 31/12/21 

  1. Click the plus symbol again 

  1. Click the blue text and select Assigned To

  1. Click the green text and select Equals 

  1. Click the grey text and enter a Worker’s name 

Full Filter constructed
Here is the constructed filter you should end up with - but there are plenty more you can keep in your back pocket!


  1. Click OK your filter should look something like the above and you may notice the Services displayed have now changed. 

There are lots of possibilities for how you can use this to perform complex searches! Feel free to experiment and don’t hesitate to get in touch with the Helpdesk if you need advice. 

At your Centre you may have a DIY report expert but it’s a good idea for continuity to make sure where appropriate these reports are shared amongst staff so the knowledge is not lost. 

To share a report with your Colleagues you must be the owner of said DIY report, please review the below for this process. 

With the DIY Report in CLASS please find the Share button toward the top right

Share button on the DIY Report

After pressing the Share button the owner of the Report has the ability to share said report with either CLASS Roles and or specific users at your centre.

  1. On the left hand side on the screen shot these are the role names within CLASS 
  2. The radio buttons here indicate the permission level you will assign to a role or an individual
  3. You can filter for usernames for Colleagues you would like to share separate permissions to for a particular report
  4. As with point number 2 these are the permissions you can allocate to individuals a table will be below giving you the details
  5. The save button for when you are done sharing

Sharing Dialogue Permissions

Regarding the permissions Unlocked Editable is the most permissive and Locked is the least permissive in detail please see the below:

  • Locked - users may run the report but not adjust any filters or make changes to the report
  • Locked with Filters - users may adjust filtering while running the reports but can't make changes
  • Unlocked Save As - users can save their own copy of the report for editing as well as view and load the report and just filtering they can't add any new fields yet though
  • Unlocked Editable - Full control 
  • None - No visibility can't interact with the report

This may not apply or be feasible to your centre but one strategy would be to share the DIY reports in general with you're CLASS Admin Advanced users for Unlocked Save As and to Share with individual users who help you directly with the report for Unlocked Editable.

Please see these other useful articles related to DIY Reports:

A more verbose version of the above here: (https://clcs.org.au/diy-sharing-and-permissions)

DIY Report training to get up to speed: (https://clcs.org.au/class/training/diyreports30nov2021)

General DIY Report information: (https://clcs.org.au/class/filter-panel)

Tip: Its possible to view all Services assigned to you without going to the Search Services screen. 

Steps to using the "My Services" Module of CLASS:

1. Select "My Services" on the left hand menu of CLASS. Press CLASS on the bottom left if this is not visible initially.

My Services Module in CLASS

2. The My Services screen is now open but is not showing you're services by default

My Services Screen

3. To load your services now type an 'S' into the service ID column and all you're assigned services will now load. 

My services screen loaded

This is how to use the My Services screen! 

More advanced usage of this Module in CLASS is that the services can be further filtered in various way:

  1. Highlighted as the first point above in the screen shot. Any column can be filtered on by adding text to it.
  2. As the second point of the screenshot above the Filter Builder can also be used see Tip of the Month January 2022 below
  3. The Column Chooser can also be used on this screen to add columns whether they be Standard Fields or Custom Fields

Updated: 27 April 2022

Tip: You can shortcut the menu's most useful to you in CLASS by favouriting them

An example favourite menu is below containing CLASS modules from each top level menu item:

Class Favouriting Example Context Menu


1. While logged into CLASS go to the top right under account settings

Account settings in CLASS user specific


2. From this menu click the "Change Menus" tab and now tick the CLASS modules you would like on your Favourites menu

Tick boxes for CLASS menus


Now every time you log into CLASS your short cut menu is available via the Gold Star / Favourites button on the bottom left.

Note: This is user specific only so each menu is preferential on what each individual finds most useful 

Other Documented Account Settings

CLASS WCAG settings - https://clcs.org.au/index.php/wcag-setting-user-accounts

Note that you should avoid using the "New" button under Search Clients in CLASS if you are looking to add a client but you aren't sure what service they may ask for. This should also be avoided if you are to enter referrals or information services as this adds the client as a "Full Client" instead of a "Non Client" (more on this distinction here).

Triage and New intake workflow

In the image above:

  1. The Search Clients module of CLASS
  2. The new Client button as described above please don't use this when un-sure what service will be provided to a client
  3. The New Intake form the ideal way to onboard clients as this can be used as a staging or pre client screening as a special service type can be selected "Triage" and the service can later be converted to a Non-Client (Information or Referral) and or Full Client. 
  4. The Triage Module of CLASS containing services of type "triage" often created from the new intake process

More details on Triage here: (https://clcs.org.au/index.php/class/triage)

Month-to-month data may be used to develop indicators of productivity, and is a valuable resource to be used when compiling your centre’s annual statistics.

Did you know you can break down your DIY report into smaller pieces?

Here are the steps:

  1. Navigate to Reports & Accountability – Reports
  2. Open a DIY report template
  3. In the filter panel on the left hand side set the date range, additional fields and funding categories you’d like to capture
  4. Over on the report space, click Customise in the top right hand side to bring up the Field List
  5. From the PivotGrid Field List:
  6. drag the data fields (e.g., Assigned to, Service type or Problem type) into ‘Drop Row Items Here’ area
  7. drag your KPI counts (e.g., No of Service, No of Client) into ‘Drop Data Items Here’ area
  8. drag ‘Month’ or ‘Week’ into ‘Drop Column Fields Here’ area
  9. Click Load Report

Note if you have any custom fields please tick include custom fields on the left hand side

Note if you have fields that aren't loading data please ensure to include them via the Additional Field(s) drop down on the left hand side as well.

Here is an example of the monthly breakdown report:

Monthly Breakdown DIY Report CLASS

Related reading:

DIY Filter Panel: The filter panel explained in detail - read here

Drilldown & DIY Reports: Training videos - watch here

Existing DIY Report documentation - read here

Review the previous Month's tips below:

Note that filtering on Services is very specific when comparing a DIY Report to a Standard Report if your numbers don't agree. Below is an example report where we are attempting to filter correctly:

Setup for a DIY Report

Things to Check:

  1. Additional Reporting date (On the left in the filter pannel) is Completed ServiceFilter on Completed service
    1. Note an exception to this is when you are after services Open at Start, Closed During and Open During here
  2. You have Client Type and Client Category on the filter section of the Report (Red Rectangle Above):
    1. Filter Client Type on Individual only
    2. Filter Client Category on Full Client only
  3. This is dependent on the Report you are checking but make sure you are filtering on Service Type in general you will remove:
    1. Referrals & Information's
    2. Custom Service Types i.e. No Show
    3. Triage Services
    4. Secondary consultation (With the lower-case 'c')
    5. Refer to the Standard Report pages themselves to check (https://clcs.org.au/class/standard-reports)
  4. If you can't filter on a field make sure you have "Loaded Report" and note you can ONLY filter out data that has appeared within the report so ensure you re-check your filters if you are loading a larger data set.
  5. Fields are within a Pivot Grid that means they are grouped in a certain way depending on the order you place them if your numbers don't look correct ensure the ordering of your fields makes sense with regard to:
    1. Keeping fields from CLASS entities in a certain order i.e. placing all your Service fields to the left and all your client fields more to the right But Don't mix and match them i.e. Client ID, Service ID, First Name, Suburb, Service Type is a bad grouping. Service Type, Service ID, Client ID, First Name, Suburb is a better grouping. 
  6. Note if you can't load data for i.e. Problem Type, Assigned To check that you have ticked that field under the Additional Fields on the left hand side under the Funding Categories and Reporting date
  7. If you are trying to report on Custom Fields ensure you tick "Include Custom Fields" on the left hand side filter panel, if you can't add your custom field from the field list ensure you have set it up per this article: (https://clcs.org.au/index.php/adding-standard-or-custom-fields-column-chooser)
  8. Note if you are Reporting on Referrals and Information services DIY reports Do Not include figures from Bulk Insert

Here are the steps on how to filter a field:

1)Left click on the Gray funnel of a placed field in the DIY Report 

Filter Funnel click

2)Tick the options you need 

Filter Funnel Tick what you need

3)Press Okay

One ticked on a filter funnel

4)Notice that the Funnel has turned black if you are filtering instead of gray

A filtered funnel compared to a non filtered one

5)Ensure you re-check your filters if you load a bigger data set as more fields may appear that you must filter out

Related reading:

DIY Filter Panel: The filter panel explained in detail - read here

Drilldown & DIY Reports: Training videos - watch here

Existing DIY Report documentation - read here

Ensure your Centre Profile details are up to date as this information is used for contacting your centre and ensuring we have the correct location details for your centre in reporting.

Please find these settings via your CLASS > Settings (bottom left) > Centre Profile (top left)

System Settings via the bottom left Centre Profile via the top left

After opening this you should see the below:

Centre profile settings

We suggest you update as you see fit or:

  • The Primary Office Contact details should belong to your Centre Coordinator (Director, CEO) and or Principal Solicitor or whomever you would like the helpdesk to reach out to if they are seeking permission to conduct changes on behalf of a helpdesk ticket in relation to your CLASS.
  • Centre Office Details are you most current contact details
  • You can update your Logo as well via the top left
  • You're Reporting Administrator should be preferably someone in charge of your centre reporting or a CLASS Admin Advanced user so internally people know whom to reach out to if they their CLASS accounts updated as the helpdesk can't conduct this unless under strict circumstances. 
  • You can also put these details about who are CLASS Admins ideally on your Centre Message board as you're new starters and or volunteers may find that helpful
  • Updating your address is also a good idea.
  • Other Settings we suggest you leave alone - if you do change centre name please let the helpdesk know

One benefit of updating those fields such as how to contact your centre besides the helpdesk being able to provide better support is the ability to use those fields within printout templates as a type of letter head that will update itself (alternatively this can be an image as that is easier to work with). 

If you are interested in the Printout Template letter head idea please fill out this form and let us know that the "Printout Template" section is out of date 

Have too many tabs open within CLASS itself? To quickly close them all:

  1. Hover over the browser window icon between your account details and the help / home icons on CLASS via the top right of the screen
  2. Now pick close all
  3. Now all your CLASS tabs are closed and you are back on your home screen!

Close all control in CLASS via the top right

Close all button in CLASS

Review the previous Month's tips below: