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Track Work Using Nonprofit Cloud Case Management

Learning Objectives

After completing this unit, you’ll be able to:

  • Record and edit notes and incidents on a client record.
  • Add incidents and watchlist designations to a client record.
  • Create a task on a client record.

Let’s Get to Work

No More Homelessness (NMH) Case Manager Rosa Sanchez—like most case managers—is very busy. She’s not only working with client Tim Hill but also managing a full caseload—and there are always more referrals and intakes to process.

Fortunately, Case Management has a lot of the tools she needs to manage her day-to-day work. Let’s follow along as Rosa uses Salesforce to make the most of her day, starting with a meeting with Tim.

Create a Note on a Client Record

Tim is making progress, and Rosa catches up with him every week like she tries to do with all of her clients at this point in their case plans. She needs to be ready to jot down new details she learns during her conversation with Tim, so she opens his contact record, reviews his progress, and then clicks New Note. Let’s follow along as she sets up the note.

  1. Name the note. Rosa types Tim Hill weekly check-in and today’s date, which is NMH’s naming convention for notes.
  2. Leave the Draft toggle on (it should say Active underneath it). This will make it easier to find later when you want to edit a note before marking it as done.
  3. Select the client record. In the Client field, Rosa searches for and selects Tim’s contact record.
  4. Select the related program engagement. When Rosa selects Tim in the client field, Case Management filters the program engagement field to just his engagements. Rosa selects the Transitional Housing engagement. It’s best to connect notes to program engagements (and optionally, other related records as well) to make everything easier to find.

    Searching for the Transitional Housing program engagement in the Program Engagement field

  5. Set the Interaction Date to today.
  6. Leave the Type of Interaction as an In-Person Meeting, the default.
  7. In the Tags field, enter Progress check-in and click Create. NMH has specified standard tags for different situations. Using tags will help Rosa and colleagues search for and filter notes later.

    Rosa creates a “Progress check-in” tag on the notes.

During her meeting with Tim, Rosa enters her notes directly into Salesforce. The system autosaves her notes as she writes, which puts her mind at ease and allows her to focus on the discussion.

It was a good discussion, but as it ends Rosa needs to prepare for her next client meeting right away. She uses Client Search to find her next client and get ready.

Later, when it’s time to revisit Tim’s notes, Rosa clicks Client Notes in the navigation bar. Remember how Rosa left Tim’s notes in Draft mode? She clicks the Filter button and checks Draft to see all of the notes—including Tim’s—that she needs to revisit and clean up.

Searching for notes by selecting Draft in the notes filter

She clicks into the note from Tim’s meeting, writes a brief reflection, adds a few more tags, and unchecks Draft.

Rosa’s full note about her meeting with Tim

Add a Client Alert

In one of their weekly conversations, Tim tells Rosa that he’s allergic to tree nuts—very allergic. This is something she wants the rest of the staff to know right away when they look at his record.

This is where client alerts come in.

  1. Open the Related tab on a client record.
  2. Start a new alert. In the Client Alerts related list, click New.
  3. Give the client alert a name. This is what displays on the client record. Rosa enters Tim has a serious allergy to tree nuts (almonds, cashews, walnuts, etc.).
  4. Set the alert status. Rosa makes sure Active is selected so the alert displays on Tim’s contact record.
  5. Click Save.

    The new client alert with Tim’s information filled in

  6. Refresh to check your work. Rosa clicks Refresh on Tim’s contact record to see the alert on his client card.

Now everyone on staff will know about Tim’s allergy when they look at his contact record. Tim’s allergy isn’t going away, unfortunately, so the alert will stay in Active status. Other alerts, though, may need to be deactivated—for example, when someone’s probation ends or they recover from an illness—and that can be done by deselecting Active on the Client Alerts record. The Active setting is a toggle—on if it’s checked, off if it’s not checked.

Logging Incidents

One night while Tim is staying at the short-term housing facility, there’s a small, accidental fire. Tim isn’t hurt and there is minimal damage, but Rosa still needs to file an incident report, which tracks unplanned or unexpected events such as an injury, fight, behavioral issue, or another problem, like the fire.

  1. Create a new incident. On Tim’s contact record, Rosa clicks New Incident.
  2. Enter details and click Save. Rosa enters details about the fire.

    New Incident interface with Rosa’s details in the fields

  3. Refresh the page to see the incident in the Incidents component. Rosa clicks Refresh to see the incident about the fire on Tim’s record.

    An incident on Tim’s contact page

Placing Clients on Watchlists

Staff at the short-term facility tell Rosa that Tim was particularly shaken up by the fire. A few days later, he leaves the short-term housing facility for the day and doesn’t come back that night or the night after. He stops answering his phone when Rosa tries to call him, too.

She wants other NMH staff to know that he’s missing so they can watch for him. Rosa decides to add Tim to the watchlist, which shows that a case manager is concerned about him and he needs special attention. Follow along as Rosa works:

  1. Add the client to a watchlist. To add Tim to a watchlist, Rosa clicks the Details tab on Tim’s contact record, clicks the edit pencil icon (An edit icon that looks like a pencil) next to Watch List, selects Watch List, and then clicks Save. A watchlist icon now appears next to Tim’s name on the client card on his contact record.

    A watchlist icon next to Tim’s name on his client card

  2. Set up a list view of all of your clients on watchlists to keep track of them in one place. That’s what Rosa and other case managers at NMH have done. (Check out the Lightning Experience Customization module, linked in the Resources section below, to learn more about creating list views.)

Create a Task on a Client Record

After a few days, Tim comes back to the short-term housing facility. He’s fine, but Rosa wants to meet with him sooner than their regular weekly meeting. To remind herself, she creates a task to talk with Tim and schedule a follow-up meeting before the end of the day.

  1. Open a new task. Rosa goes to the Activity Panel on Tim’s contact record and clicks the New Task tab.
  2. In the Subject field, enter details about the task. Rosa writes Follow-up with Tim and schedule next meeting.
  3. Set the due date for today.
  4. Find and select related records. Rosa will leave the Related To field blank for this meeting, but it’s helpful when she wants to relate a task to a particular client case plan or goal.
  5. Assign the task. Rosa assigns herself.
  6. Set the status. Rosa leaves the status as Not Started.
  7. Click Save.

    A new task in the Activity Panel

The task will now appear on Rosa’s Case Management homepage to remind her throughout the day. When Rosa calls Tim, she can come right back to the Activity Panel on his contact record to record notes from the call and set up the meeting in Salesforce. That way, every interaction is recorded and part of Tim’s client record.

Sure, there are a few setbacks—like the fire—but Tim’s record shows he’s making progress toward his goals. Rosa is proud of Tim’s effort so far and, more importantly, Tim is proud of himself.

But how can Tim and Rosa measure his progress? Case Management has a handy tool for those types of assessments. Let’s look at those in the next unit.


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