Navigating the Case
Updated over a week ago

Article Contents

The Case is the core clinical information unit in Penelope that unites all Service File information relating to an Individual, couple or family (grouped as Case Members). A Case can have one or more Case Members (who also have their own Individual Profile) and can also have one or more Service Files.​

Case Page Components

In addition to the Collaboration Suite and navigation functions found in Penelope, the Case page is made up of the following components:

Case Information

Case ID (unique number assigned to each Case), Case Status (Open, Closed, Pending), Open Date and Closed Date, Annual Income and Family Size (if required, used for sliding scale billing), File Number (can be used to record a previous paper file number etc).


Members are individuals who have been assigned to the Case. There can be multiple members in a Case and depending on the configuration, Members can be assigned to multiple Cases. Here you can also see the relationship between members and their date of birth.

Service Files

Here you will find a list of all the Service Files related to the Case and its members. The Service Files displayed will depend on your Security Class and the rules assigned to that Security Class.

Intake Summary

Here you can view/add/edit any Presenting Issues (maximum of 5) and Intake Notes. Presenting Issues can also be added using the Intake Wizard and at the Service File (maximum of 3).

User Defined Fields

If User Defined fields have been configured you will be able to capture additional Case data here.


Here you can start a Discussions or send Client Communications (SMS or email depending on the configuration).

Safety Concern and Financial Concern Flags

Safety and Financial Concern flags are used in Penelope to capture important information about an Individual (client) in regards to their safety and financial circumstances. The flags are displayed next to the Individual’s name throughout Penelope.

Safety concerns on the Case are indicated by a red dot next to the member’s name. Financial concerns on a Case are indicated by a green triangle. For more information click here.

How to Add a New Service File to a Case

Depending on your database configuration there are 2 ways to add a Service File to a Case. For instructions on how to add a new Service File to a Case, click here.

How to Close a Case

To close a Case click the Close Case link located towards the top of the Case Page (Profile tab). Please note that certain criteria must be met before a Case can be closed (e.g. all Service Files must be closed).

The steps for re-opening a Case are the same as for closing a Case (see above). However, the Close Case link will now be a Reopen Case link. Please note that to re-open a Case you must belong to the Intake-Management User Group.

How to Add a Member to a Case

To add a member to a Case click the Add New (if the member is not already in Penelope) or Add Existing (the member is already in Penelope) links located in the Members section (Profile tab).

How to Remove a Member from a Case

To remove a member from a Case click the minus (-) icon located in the Members section (Profile tab). You will be asked to confirm that you wish to remove the selected member. Note: To remove the Primary Member you will need to make another member the Primary Member first.

How to Change a Case Members Relationship

To change the relationship of a Case Member click the relationship link located in the Members section (Profile tab). You will then be able to change the relationship as required. Please note that the relationship selected is the relationship to the Primary Member.

How to Add Presenting Issues to a Case

To add Presenting Issues to the Case navigate to the Intake Summary tab (1) and then click the edit button (2) located in the top right-hand corner of the page. You can add a maximum of 5 Presenting Issues to a Case.

How to Send Message from the Case

For instructions on how to send messages from the Case please click here.

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