What is Case Management?
Case Management is a comprehensive system for tracking and supporting individuals through their journey with your service. It brings together all the information about each person you're working with — their needs, your interactions, their progress — into one place, making it easier to provide consistent, effective support.
Why use Case Management?
Centralised records — All case notes, interactions, and documents in one place for each person
Workload visibility — Understand how work is distributed across your team and ensure no one is overloaded
Quality assurance — AI-powered audits help maintain consistent documentation standards
Outcome tracking — See whether your service is achieving meaningful change, not just activity
Team coordination — Easy handovers and shared visibility when multiple staff work with the same person
The Case Management Dashboard
When you open Case Management, you'll see five tabs that give you different views of your caseload:
All Cases
The main list of everyone you're supporting. This table shows:
Case name — The person's name
Case worker — Who's assigned to support them
Status — Whether the case is Open, Paused, or Closed
Concern level — How intensive the support needs are (Low, Medium, or High)
Tags — Custom labels you've added for organisation
Last interaction — When someone last recorded a note or contact
From here you can filter, sort, and search to find specific cases. Click on any case to open its full history.
Workload
A capacity planning view showing how work is distributed across your team. For each staff member, you'll see:
Their total available hours per week
How many hours are currently allocated to cases
A breakdown of their cases by concern level
Visual indicators when someone is approaching capacity
This helps supervisors balance workloads and make informed decisions about case assignments.
Audits
Quality assessment of your team's case notes. This tab shows:
All case notes that have been audited, with their quality scores
Notes that haven't been audited yet
Performance trends over time
The ability to audit notes individually or in bulk
Audits measure documentation quality — whether notes are complete, professional, and person-centred.
Insights
A visual analysis of case progress against your Theory of Change framework. This shows:
A heatmap view of all cases across six outcome stages
Colour indicating progress (red = low, amber = medium, green = high)
Opacity indicating confidence in the assessment (faded = limited evidence)
Comparison views by case worker
Aggregate narratives about your overall caseload
Insights measure outcome progress — whether people are actually achieving meaningful change.
Pathways
Your workflow templates that describe different types of cases. Use pathways to categorise cases by the type of support being provided (e.g., "Housing Support", "Employment Pathway", "Mental Health").
Understanding Cases
Case Status
Every case has a status that reflects where it is in the support journey:
Open — Active case, currently receiving support
Paused — Temporarily on hold (e.g., person is unavailable, waiting for external process)
Closed — Support has ended, case is archived
Concern Level
Concern level indicates how intensive the support needs are:
Low — Stable situation, less frequent contact needed
Medium — Moderate needs, regular support required
High — Complex situation, intensive support needed
Concern levels affect workload calculations — high-concern cases count for more hours than low-concern ones.
Case Workers
Each case can be assigned to a staff member who is the primary point of contact. This assignment:
Shows in the cases list for easy reference
Affects workload calculations for that staff member
Can be changed as needed (e.g., for handovers or holiday cover)
Working with Cases
Creating a New Case
From the Cases page, click Add case
Enter the person's name and basic details
Select an initial status and concern level
Optionally assign a case worker and pathway
Click Create
Recording Interactions
Case notes are the heart of case management. To add a note:
Open a case by clicking on it
Click Add interaction or the relevant note type button
Record what happened, what was discussed, and any next steps
Save the note
Good case notes should include:
Date and time of the interaction
What happened and what was discussed
Any concerns raised
Actions taken and next steps
Risk indicators where relevant
Viewing Case History
Click on any case to open its detail view. You'll see:
A timeline of all interactions in chronological order
The current status and concern level
Assigned case worker
Any insights analysis (if generated)
Documents and attachments
Getting Started
To start using Case Management:
Enable the feature — Go to Settings > Features and enable Case Management
Set up your team — Add staff members and set their weekly capacity hours
Configure your settings — Set up audit criteria and your Theory of Change (see the dedicated guides for these)
Create pathways — Define the types of cases you'll be managing
Add your cases — Create case records for the people you're supporting
Start recording — Add case notes as you work with each person
Tips for Effective Case Management
Keep notes current
Record interactions as soon as possible after they happen. This ensures accuracy and means colleagues always have up-to-date information.
Be specific in notes
Vague notes like "Spoke to client, all fine" aren't helpful for colleagues or for tracking progress. Include specifics about what was discussed and any changes.
Review workloads regularly
Use the Workload tab to spot when team members are overloaded before it becomes a problem. Redistribute cases proactively.
Use concern levels consistently
Agree as a team what each concern level means for your service. Consistent use makes workload calculations meaningful.
Generate insights periodically
Run the Insights analysis regularly (e.g., monthly) to get a picture of how your caseload is progressing against your outcomes framework.
Related Guides
Workflow Management (Pathways) — Setting up case types and categories
AI Audits for Case Notes — Measuring and improving documentation quality
Theory of Change and Insights — Tracking outcome progress across your caseload