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Caring Cases Management

Comprehensive Case Management

📋 Universal Care System: Complete guide to managing caring cases across all types of member care situations with customizable record type templates, dynamic page layouts, and automated workflows.

🎯 Flexible & Powerful: Central hub for tracking member care from initial request through completion with 60+ configurable fields, automated team coordination, and integrated communication systems.

🎯 Quick Start​

Case Management Essentials

✅ Step 1: Understand the 9 template record types and customization approach
✅ Step 2: Create your first caring case with appropriate record type
✅ Step 3: Configure fields and page layouts for your workflows
✅ Step 4: Set up team assignments and confidentiality levels
✅ Step 5: Test automation and communication integration

📋 Table of Contents​

🏥 Understanding Caring Cases​

The Caring Case (Caring_Case__c) is the central object for managing all member care activities. Each case represents a specific care situation requiring attention, support, or celebration from your organization.

✨ Core Purpose & Capabilities​

Primary Functions:

  • Track Care Journey: From initial request through completion
  • Coordinate Team Responses: Automated team assignments and notifications
  • Manage Communications: Integrated SMS and email coordination
  • Maintain Records: Comprehensive documentation of care activities

Key Benefits:

  • Centralized case information and history
  • Automated workflow and team coordination
  • Integrated communication and task management
  • Comprehensive reporting and analytics

📊 Record Types Overview​

Template System Alert

The app includes 9 example record types that serve as starting point templates. These examples are based on common religious care scenarios but should be completely customized or replaced to match your organization's specific member care needs.

🎨 Template Record Types (Religious Examples)​

Life Challenge Support:

Record TypeOriginal PurposeAdaptation Examples
BereavementLoss and grief supportEmployee bereavement, family loss, pet loss
IllnessHealth challenge supportMedical leave, treatment support, recovery assistance
ConversionFaith transition supportRole transition, career change, organizational onboarding

Field Configurations:

  • Bereavement: Death date, relationship, funeral arrangements, family contacts
  • Illness: Diagnosis, treatment timeline, support needs, medical contacts
  • Conversion: Transition type, timeline, mentor assignment, resource needs

🏢 Organizational Customization Examples​

Student Services Record Types:

  • Academic Support - Tutoring, study assistance, academic planning
  • Mental Health Check-in - Counseling referrals, wellness support
  • Family Emergency Support - Crisis assistance, resource coordination
  • Achievement Recognition - Academic honors, scholarship awards
  • Graduation Support - Transition planning, alumni coordination

Implementation Approach:

  • Replace religious examples with student-focused scenarios
  • Customize page layouts for academic workflows
  • Integrate with student information systems
  • Configure team assignments for student services staff

➕ Creating New Caring Cases​

🚀 Case Creation Process​

Standard Case Creation:

  1. Navigate to Caring Cases tab in Pastoral Care app
  2. Click "New" to start case creation process
  3. Select Record Type appropriate for the care situation
  4. Complete Required Fields as defined by page layout
  5. Save to create the case and trigger automation

Required Information:

  • Contact/Person: Who is receiving care
  • Record Type: Type of care situation
  • Basic Details: Situation description and context
  • Assigned Staff: Primary case coordinator (defaults to creator)

📋 Record Type Selection Guide​

🎯 Choosing the Right Record Type

Decision Matrix for Record Type Selection​

Support and Crisis Situations:

  • Choose Bereavement/Loss Support for: Death in family, major loss, grief support
  • Choose Illness/Health Support for: Medical issues, health crises, treatment support
  • Choose Emergency Support for: Crisis situations, immediate assistance needed

Celebrations and Milestones:

  • Choose Birth/Welcome for: New additions, welcoming new members
  • Choose Achievement Recognition for: Accomplishments, promotions, awards
  • Choose Celebration for: General positive milestones, happy occasions

Transitions and Changes:

  • Choose Conversion/Transition for: Major life changes, role transitions
  • Choose Onboarding for: New member integration, orientation support
  • Choose Miscellaneous for: Unique situations not covered by other types

Organizational Customization Strategy​

  1. Map Current Processes to template record types
  2. Identify Gaps where new record types are needed
  3. Plan Customization for each record type
  4. Test Workflows with each customized record type
  5. Train Teams on when to use each record type

📝 Case Fields and Data Entry​

📊 Core Field Categories​

Field Organization

The Caring Case object includes 60+ configurable fields organized into logical categories for comprehensive case tracking and management.

Essential Case Details:

  • Case Name - Automatic naming or custom naming convention
  • Contact - Primary person receiving care (required)
  • Record Type - Type of care situation (required)
  • Status - Current case status (Open, In Progress, Closed, etc.)
  • Priority - Case urgency level (High, Medium, Low)

Descriptive Information:

  • Description - Detailed case description and context
  • Situation Summary - Brief summary of care situation
  • Background Information - Relevant history and context
  • Special Notes - Important additional information

🎨 Dynamic Page Layouts​

📱 Record Type-Driven Field Visibility

How Dynamic Layouts Work​

The system uses record type-based page layouts to show only relevant fields for each type of care situation:

Bereavement Case Layout:

  • Shows death-related fields (death date, funeral arrangements)
  • Hides celebration fields (ceremony planning, achievement details)
  • Includes grief support and family coordination fields
  • Displays bereavement team assignment options

Celebration Case Layout:

  • Shows milestone and achievement fields
  • Includes ceremony and recognition planning fields
  • Hides crisis and emergency support fields
  • Displays celebration coordination team options

Illness Case Layout:

  • Focuses on health and treatment tracking fields
  • Includes medical contact and treatment timeline fields
  • Shows support resource and care coordination options
  • Displays health support team assignment fields

Customization Benefits​

  • Simplified Data Entry - Only relevant fields displayed
  • Improved User Experience - Less confusion and faster case creation
  • Better Data Quality - Required fields appropriate to case type
  • Workflow Optimization - Page layouts match organizational workflows

⚙️ Case Management​

🔄 Case Lifecycle Management​

Standard Status Values:

  • New - Recently created, awaiting initial review
  • Open - Active case, care in progress
  • In Progress - Actively working on case resolution
  • Pending - Waiting for external action or information
  • Resolved - Care completed successfully
  • Closed - Case closed (resolved or discontinued)

Organizational Customization:

  • Custom Status Values - Add organization-specific statuses
  • Status Automation - Automatic status updates based on actions
  • Status Reporting - Dashboard and report filtering by status
  • Status Workflows - Different processes for different statuses

🔒 Confidentiality Levels​

Privacy Protection

Confidentiality levels control who can access case information and what details are shared in communications. Proper configuration is essential for privacy protection and compliance.

🛡️ Confidentiality System​

Confidentiality Level Options:

  • Pastoral Care Team - Default level for general team access
  • Owner Only - Restricted to case owner and supervisors
  • Bereavement Team - Specialized team access for death-related cases
  • Clergy Only - Leadership-restricted access for sensitive situations
  • Not Confidential - Public/community access appropriate

Access Control Effects:

  • Record Visibility - Who can see the case record
  • Field Access - Which fields are visible to different roles
  • Communication Content - What information appears in emails/SMS
  • Reporting Access - Which cases appear in reports and dashboards

📱 Mobile Case Management​

📲 Mobile Capabilities​

Full Mobile Functionality:

  • Case Creation - Complete case creation capability on mobile
  • Case Updates - Real-time case status and note updates
  • Communication - SMS and email from mobile devices
  • Photo Documentation - Add photos and documents to cases

Mobile Advantages:

  • Field Access - Create and update cases during site visits
  • Immediate Response - Quick response to urgent situations
  • Location Services - GPS tracking for case location documentation
  • Offline Capability - Work without internet connection, sync when connected

📊 Reporting and Analytics​

📈 Performance Tracking​

📊 Key Performance Indicators

Case Volume Metrics​

  • Total Cases Created - Overall case creation volume by time period
  • Cases by Record Type - Distribution of care types across organization
  • Cases by Team Member - Workload distribution and utilization
  • Cases by Status - Current case pipeline and completion rates

Response Time Metrics​

  • Time to First Contact - Speed of initial response to new cases
  • Case Resolution Time - Average time from creation to completion
  • Team Response Rate - Percentage of cases receiving timely attention
  • Escalation Rate - Frequency of cases requiring escalation

Quality Metrics​

  • Case Completion Rate - Percentage of cases resolved successfully
  • Client Satisfaction - Feedback from care recipients (where appropriate)
  • Team Utilization - Efficiency of team member assignments
  • Communication Effectiveness - SMS and email engagement rates

Organizational Impact​

  • Member Engagement - Increased participation and connection
  • Team Coordination - Improved collaboration and communication
  • Process Efficiency - Reduction in manual coordination tasks
  • Cost Effectiveness - Resource optimization and utilization
Case Management Success

🎯 Remember: The caring case system is designed to be the central hub for all member care activities. Take time to properly configure record types, page layouts, and automation for your organization's specific care scenarios for maximum effectiveness.

📖 Related Documentation: