A case is a specific instance relating a client/employer/service provider to a given program or set of programs. There are several types of cases, such as Single Program Case and Integrated Case of all (benefit) Programs for a given client (or a household).

In addition, there may be cases created for other purposes: example: Appeal Case for issues on the core  case, a foster care case, or a child support enforcement court case case.

The repository is a master database containing  the case-specific information for all  the  types and subsets of cases for all of the programs supported by the social services system. The capability to interrelate cases is necessary (e.g. Appeal Case to Benefits Case being appealed).

Tracking and controling of the status, workflow and subsequent actions of all activities as they move through the organizational system and it's processes. 

The ongoing  process of acquiring, storing, and maintaining relevant information related to the case of an individual client or household, and making the data available to authorized users. Managing the documents integrated within the case management system.

The confirmation of the information/verification gathered from the client(s) or prospective provider during the Intake phase.Validating changes and information provided to an ongoing case. Validation may focus on confirmation of a customer’s income and assets or a providers license.  

Due to the different types of benefits and service programs in the Social Services/Social  Security arena, there are many ways of implementing service delivery.

A group of tasks are combined into a service plan, (alos known as a case plan), for an individual or household. The case plan is a yardstick to define the desired outcome for the client, and to measure progress on  the clients part.

This is the phase where the worker applies all the  information gathered from application registration process in order to determine eligibility. This includes the intake interview and screening process which the information is then validated against the program(s) rules. When the actual delivery of benefits and/or services occurs, they are  defined in a service plan (aka case plan) for the client. Depending on the type and level of benefits and services, different ways of delivering them are required. 

The process mandated by law which reviews as case  still meets eligibility and service delivery requirements. The confirmation between the Social Services Agency and the client that all aspects of the case plan are being met.

Recertification is ased on individual or household cases, and ensures that the benefits and services being delivered to clients and providers achieves the desired outcome.

Case related communications will facilitate the sharing of information with both external and internal customers. Various means of communication will be supported, e.g. mail, e-mail, browser/web, and telephone. Preferred method of communication can be specified. Communications can be one of a variety of choices: from “pre-defined/canned notifications”, to forms/templates with “fill-in the blanks”, to free-form. Combinations of single or multiple communications into one “physical” communication to be transmitted/mailed are supported. Customer notices will be produced in multiple languages, e.g. English and Spanish.

The notification to the organization of changes to a client’s situation that may impact eligibility for services, funding, or entitlements.

The activities involved in tracking the status of all appeals as they move through the organization, including their eventual resolution and  required follow-up activities. This is in addition to any monitoring that would  occur at  case management level.

The monitoring of case work by a supervisor. This could include assigning agents to a case, and ensuring that issues are being identified and elevated to the appropriate level of responsibility and authority as needed.