Start a case
Advocates who are opening a first case and need the exact field names and checks
Purpose and what to have ready
This guide is for advocates, case managers and supervisors who are opening a first case. You will be able to search for a match, run the duplicate check, save the case, create the first enrollment and add the first service note.
List views show only a neutral case reference, due date and kind, with no survivor name or service detail. Full identifiers stay off list views, notifications, page titles and audit detail.
Your role needs cases.view and cases.edit permission. If a button for a step is not shown, your role does not include that permission. Ask a workspace administrator to check the role. The server checks the permission again when you save.
Have ready: preferred name, date of birth, case number if any, safe contact method, preferred language, accessibility needs, program, assigned advocate and victimization type in broad terms. Safe contact method is required before any message, reminder or referral is sent. Use fictional sample records when you practise. Do not practise with real survivor data.
- One active case per person per program
- Safe contact method is required before any message, reminder or referral is sent
- Child records cannot exist without an active case
- Closed cases are read-only except for a dated correction entry
Numbered steps
Follow the steps in order. The steps use the field names and button names shown on screen.
Search for a match
Open Cases. Enter a name fragment plus date of birth or case number. Review possible matches. Do not start a new case from a blank search.
Run the duplicate check
The system checks name plus date of birth plus case number and safe contact. If a possible match appears, open the match and choose Update existing case. Choose Create new case only after you confirm there is no match.
Complete the save checklist
Complete preferred name, date of birth, safe contact method, language, accessibility needs and victimization type. Record Unknown or Declined only where the program allows it. The checklist must pass before Save works.
Save the case and open the case folder
Select Save, then View folder. The folder shows Overview with next appointment, open referrals, consent status and recent contacts, plus grouped lists for notes, services, consents, referrals and files.
Create the first enrollment
On the folder, select Add enrollment. Set program, start date, assigned advocate, service type and status enrolled. Select Save.
Add the first service note
Select Add service from the folder. Choose the case, enter date and service type, add minutes, write a short factual note, then Save. See the guide Record a service and a note for the full steps.
What to check after saving and what to do if a field is missing
Check these items before you move to the next task. If an item is wrong, open the case profile and correct it with a new point in time.
- Neutral case reference appears on lists with no legal name or service detail
- Enrollment shows the correct program, start date, advocate, service type and status
- Safe contact method, preferred language and accessibility needs are saved on the case profile
- First service note is saved and shows in the folder history
If a field is missing, the save stops and the screen names the missing field. Go to the first missing section. Add the value, or choose Unknown or Declined where the program allows it. A new point in time is added when facts change. Prior rows are not overwritten.
A supervisor decides every merge and the history is kept. Compare two cases side by side in Duplicate review. Mark same person or not the same, and merge with a recorded reason if the cases are the same person. Grant counts use enrollments and unduplicated participants, not raw submissions.
Next guides
Record the first service in full, then check consent before any referral shares data.