Needed capacities or functions - Case Management System (CMS)
The CMS should offer the ability for organizations to:
Record case notes electronically, including facts, advice, and services offered, with deadlines.
Store or facilitate easy access to case-related documents.
Record, edit, and view all case and client data needed throughout the lifecycle of a case.
Generate simple forms and letters populated with relevant case and client data from the CMS.
Allow users to record their time accurately and contemporaneously, as needed.
Generate reports and extract meaningful data for case planning and organizational planning.
Provide remote access to the system, including databases as needed.
Strategically use the CMS to expedite and optimize intake and case management processes, such as phone routing, online intake triaging, securely exchanging data with partner online intake tools, and future compatibility with electronic filing systems.
Facilitate ongoing supervision, including through reports and custom displays for supervisors.
Important Considerations and Best PracticesOrganizations should consider having a dedicated person/s responsible for managing the maintenance and upkeep of the CMS and policies for modifying the CMS (e.g., who decides what to change, how are changes communicated to users, how are changes tested/rolled out, how are changes documented). Organizations should offer documentation/resources and ongoing training for both new and existing users to make sure there is clarity on how to use the CMS and organizational expectations for CMS usage. Many features of case management software rely on consistent use by everyone in the office. Remote supervision, for instance, cannot readily be accomplished unless the case handler being supervised has entered information into the system for remote review. Group calendaring depends upon the full use of the system. Full utilization, however, requires training and support and that the advocates using the system understand and experience the benefits of the system. An organization may need to consider Intake Process Improvement, Business Process Analysis, or similar projects with an independent technology consultant, if internal capacity is not available, to develop its strategy for using the CMS to facilitate and expedite the intake process. Organizations may seek funding needed to assess, optimize, and standardize their intake process while leveraging technologies to better serve clients and support advocates and program operations. Additionally, an organization may want to consider integrating the CMS with third-party tools and sites to reduce duplicative data entry, facilitate more efficient practices, and consolidate displays of information stored in different locations. Useful websites, resources, and other tools |