Cases is a tool for tracking and managing sequences of interactions between people in your organization and contacts in jManage. It's similar to a case management system. In addition to tracking and managing your organization's interactions with clients or constituents, Cases can also help you manage internal organizational interactions.
Cases are used to track complex interactions or communication processes. A case can be used to:
- track a specific workflow or set of procedures that must be followed and that involves a number of different organisational staff
- allow staff to manage and track interactions while avoiding duplication
- automate the task of remembering and scheduling follow-up activities.
Case relies on Activities. To learn about how they work, see the Activities chapter.
Organizations have employed Cases in a wide variety of situations. Here are a couple of examples of different types of organizations that use Cases.
Scenario: managing legislator-constituent interactions
An executive director and/or her staff manages dozens of interactions with members daily/monthly. Staff and clergy can manage and track these interactions while avoiding duplicating work (for example, if a member calls in about a lifecycle event, the staffer taking the call can look at the activities in the case related to the issue and see that another staffer is already working on the issue and relay that information to the caller). Cases also automates the task of remembering and scheduling follow up activities by presenting staffers with a list of upcoming case activities that require their attention.
Cases came in handy to track a series of related tasks that staff do as a result of interactions with members, including:
- A staffer received a phone call about a member being admitted to the hospital. The staffer created a case recording the details and location of the hospital. She then assigned the task of "visiting the sick" to one of the clergy. Upon logging-in to jManage (or via email), the clergy saw that the task was assigned to them. He/she then added the hospital visit to his/her schedule.
- The office received a phone call from a parent saying their B'nai Mitzvah student was sick and couldn't make his/her scheduled tutoring session with the cantor. The staffer logged the call in that B'nai Mitzvah student's case and updated the tutoring session to Cancelled.
- The Fundraising chair visited with a potential donor to the capital campaign. The chair logged into that donor's case and logged all the details of the meeting.
Cases in use
Here's a simple example of a Housing Support case. The Open Case activity is marked as Completed when the case is opened. Three additional activities are automatically scheduled when the case is opened. A medical evaluation is scheduled for the following day (reference offset is 1); then secure temporary housing (reference offset 2); and finally a follow-up three days later.
In this example there are three case roles. The Homeless Service Coordinator is both the creator and manager of these cases. In addition, a Health Services Coordinator and a Benefits Specialist role are created when the case is opened.