Generic case management overview

In essence, a case management system empowers operatives within a housing organisation to make fewer trips to the filing cabinet by tracking and presenting a wealth of client-oriented information on their PC or mobile device, and then allowing that data to inform daily practices. Although each case-based module incorporates different levels of functionality, as dictated by the subject matter and any statutory obligations, there are certain functions that are central to virtually all case management activities. The focal point of any case management system - and a central design feature of Civica Cx Housing - is a shared database of all tenant and stakeholder information, accessible to every staff member with appropriate security permissions. The actual information stored and logical workflow through which it is managed varies by module and focus area, but typically includes several thousand fields of information pertinent to all recorded cases and contacts. Aside from the core data set - names, addresses, phone numbers, rent agreements, payment records, etc. - end users can view and instantly retrieve any document related to a specific case. Indeed, document handling and document generation capabilities are very important defining factors of the case management toolkit within Civica Cx Housing, integrating seamlessly with the Communication Engine. Quite complex documents can be compiled effortlessly - often triggered through other prerequisite activities - with all relevant case data merged in automatically; such communication outputs are then instantly stored against the contact, asset record or other focus area ready for subsequent retrieval. Having documents and case data integrated into a single system offers several significant advantages over maintaining traditional paper records:

Reliance on hard copy files means having to deal with the physical reality of possession i.e. only one person can work on the file at any one time. Electronic case management functionality eliminates this restriction, allowing all registered network users to share the same information concurrently.
Affording remote access to all case-oriented information, irrespective of location, supports those staff members who are, say, conducting a home visit or follow-up interview, where the availability of all historical notes provides a more efficient and customer-focused experience, without having to transport a stack of files – only a secure connection to the office network is required.
Maintaining all activities in a graphical timeline, with each one being date stamped and annotated with the name of the contributor, presents staff with timely information, avoids duplication of effort and also ensures that responsibility for case progression can easily be shared amongst subject matter experts.

All case management progression activities are structured around logical tasks - which can be thought of as a series of inter-connected “to-do” lists for each contributing owner. This inherent functionality not only keeps all responsible staff members aware of approaching deadlines, with warnings and reminders automatically triggered in accordance with configured service standards, these task lists are applied consistently to all cases operating under the same classification or category, therefore ensuring that all cases are managed in the same way, irrespective of owner.

Whilst all process-driven modules available within Civica Cx Housing operate using a case management approach, these are designed deliberately around a specific area of practice, often steered by government legislation and housing standards. Generic cases are, in contrast, designed to be much more open-ended, allowing the end user to configure the widest variety of scenarios and task-driven events in line with their own internal mechanisms. Whilst introducing and extending a high level of consistency and conformity to many routine and procedural services, the infinite customisation opportunities mean they can be easily adapted to suit local requirements. Generic cases can be created to manage discrete events that fall outside of a particular module; they can also be used to augment standard procedures with a greater degree of granularity e.g. multiple procedures feeding into an overarching social home buy application could each be covered separately by a generic case, with individual links to the relevant entity.

Separate help articles have been created for each key aspect of generic case management, including: