Community Connect - Users - Manage User Accounts
Purpose Statement
This article provides a comprehensive guide to managing user accounts within Community Connect, First Due's platform for engaging with residential community members (CC Users) and business owners (HH Users). By mastering these user management tools, Authorities Having Jurisdiction (AHJs) can efficiently search for users, verify ownership transfers, send bulk alerts, create new accounts, and maintain accurate user records for their community engagement programs.
Background Information
Community Connect serves as a bridge between fire departments and the communities they serve, enabling direct communication, permit submissions, and engagement with both residential and business stakeholders. Effective user management is essential for:
- Verifying address ownership and managing tenant/ownership transfers
- Organizing users by functional needs (such as pet ownership for emergency response planning)
- Sending targeted alerts and notifications to specific user groups
- Growing community engagement through direct account creation at outreach events
- Maintaining accurate contact information for emergency communications
User Categories:
- CC Users – Residential community members
- HH Users – Business owners and commercial property managers
Common Use Cases:
- Processing address transfer requests when tenants move
- Creating user accounts during community outreach events
- Sending weather alerts to opted-in users
- Managing permit submissions on behalf of community members
- Downloading user lists for reporting and analysis
Required Permissions
To manage Community Connect user accounts, users must have:
- Community Connect Administrator permissions
- User Management access
Video
Step-by-Step Guide
1. Click on Community Connect.
2. Click on Users.
3. Access the global search feature in Community Connect.
4. Utilize filters to narrow down user list.
5. Use saved views to quickly access specific user groups.
Example: Access "Weather Opt-In Users" to view all users who've opted in for weather alerts
Saved views streamline bulk actions and targeted communications
6. Select All Users to Activate Bulk Actions.
7. With group of users selected click on Bulk Actions > Send Alerts.
8. Select Alert Type.
9. Select send options: Email Alert and/or SMS Alert.
10. Ability to load from and Save Templates.
11. The 'Load from Templates' feature lets you choose from existing templates and delete ones you no longer need.
12. Click on Send Alert.
13. Click on New User.
14. Select User Type and fill out required information.
15. Click on Notification.
16. Click on Please add Users or Teams that will be notified when Ownership requests come in.
17. Click on hyperlinked address to take you to Responder Map view.
18. Access occupancy Dashboard, Pre-Plan and Start an Inspection.
19. Click on "Alert bell" Icon to access notification history for specific users.
20. Click on "Envelope" Icon under Actions to view detailed notification.
View Alert Status: View Date and Sent Date & Time
21. View Message Details. Click Dismiss to return to User List.
22. Click on "Paper icon" to open up New Permit Request modal.
23. Create New Permit on behalf of Community Connect User by filling in required fields.
24. Click on "X" to deactivate a User.
25. Click on "Trash" icon to Delete a User.
26. Click on "Pencil" Icon to Edit existing Users.
27. Reset Passwords for Existing Users.
28. Click on "Community Connect" icon to access User perspective of portal.
29. Experience the Community Connect Portal as users see it, with the ability to edit and manage tile configurations for them.
Best Practices
User Verification Strategy:
- Review pending ownership transfers promptly to maintain accurate address records
- Verify ownership status before approving transfers, especially for properties with frequent turnover
- Document reasons for denied ownership requests for future reference
Community Outreach Events:
- Prepare multiple tablets or iPads loaded with Community Connect for on-site registration
- Train staff on the new user creation process before events
- Use these events to explain program benefits and answer questions directly
- Collect user preferences (weather alerts, notification types) during initial signup
Saved Views Organization:
- Create saved views for frequently accessed user groups (weather opt-in, pet owners, businesses in specific zones)
- Name saved views clearly and consistently
- Share useful saved views with team members
Bulk Communication:
- Use saved views combined with bulk actions for efficient targeted communications
- Test bulk alerts with a small group before sending to large populations
- Consider time of day and frequency when sending community alerts
Data Maintenance:
- Regularly review and update user records
- Deactivate accounts for users who have moved rather than deleting (preserves history)
- Download user lists periodically for backup and analysis
Common Mistakes to Avoid:
- Don't approve ownership transfers without verification
- Don't delete user accounts that have permit history (deactivate instead)
- Don't send bulk alerts without reviewing the recipient list
- Don't create duplicate accounts – search first to ensure the user doesn't already exist
Troubleshooting & FAQs
Q: A user reports they submitted an ownership transfer request but it's not showing as pending.
A: Check if the request was automatically denied due to system validation rules. Review the user's submitted information for accuracy and completeness.
Q: Can I bulk approve multiple ownership transfers at once?
A: Currently, ownership transfers must be reviewed and approved individually to ensure proper verification of each request.
Q: What happens to a user's permit history when I deactivate their account?
A: Permit history is preserved when accounts are deactivated. The user cannot access Community Connect, but their historical records remain intact in the system.
Q: How do I restore a deactivated account?
A: Navigate to the user's account and use the action tray to reactivate. The user's previous settings and history will be restored.
Q: What's the difference between deactivating and deleting a user account?
A: Deactivating preserves all user history and can be reversed. Deleting permanently removes the account and associated data. Best practice is to deactivate unless there's a specific reason to delete.
Q: Can CC users see other users' information?
A: No, CC and HH users only see their own account information and public department resources. User privacy is maintained.
Q: How often should I download user lists for backup?
A: Best practice is monthly or quarterly, depending on your department's data retention policies and the frequency of user account changes.
Q: A user says they're not receiving weather alerts despite being opted in.
A: Check their alert status in the action tray. Verify their contact information (email, phone) is current and that they haven't opted out recently.
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