Manage Cases and Deliver Care

Learning Objectives

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

Explain how case related records give you a complete view of participant engagement details.
Describe an intake process.
Plan assessments.
Describe how to use incident records.

Use Cases as Your Central Work Hub

Case records gather the details of all the work you do with your participants. It isn't one record that does it all, though. You also use other objects, which relate to a case, to manage cases. In this unit, you explore those objects and how they work.

Use Action Plans to Standardize Tasks

Your organization likely has a standard set of tasks for each new case, such as an intake or onboarding process. You conduct assessments, collect documents, enroll participants, and more. Set up and use action plan templates to quickly create action plans containing tasks and document checklists for each case. You can create action plan templates for different needs, and then create action plans automatically from those templates.

At the nonprofit HNMI, Case Worker Sandra selects the appropriate action plan for Jo Silvas's situation. She then quickly creates an action plan with important tasks to make sure Jo gets the best care.

Sandra’s action plan for Jo focuses on intake tasks.

Conduct Assessments

One of the tasks that Sandra created as part of her action plan is to assess Jo’s situation.

In Nonprofit Cloud for Programs, assessments help you evaluate situations and determine next steps for the best care. Using OmniScript Dynamic Assessments, set up guided questions that help your team collect information directly from a case, care plan, or other record. You define the questions and make the path dependent on the answers provided. Answers are saved for later review, reporting, and comparison.

A sample assessment that uses questions to assess food insecurity.

Here are some questions to consider as you set up your assessments.

Do you have a general assessment for every participant or program?
When do you conduct assessments? During the referral process, the intake process, or other times?
What services are dependent on assessments?

Work with your admin to create assessments tailored to your mission. Check out Set Up Dynamic Assessments in Salesforce Help for guidance.

Manage Care Plans

Care plans track information and resources that case managers and case workers use to help participants. Each care plan consists of primary and milestone goals, programs, benefits, tasks, notes, and more.

When you create a care plan related to a case, you can start from a care plan template for the most common path your participants take toward a goal and the benefits they receive. You start with a standard care plan that’s based on a template, and then customize the plan by adding or removing elements as needed. When put to use, care plan templates reduce data entry and standardize your organization’s processes.

At HNMI Sandra starts from a healthy cooking skills care plan template and customizes it for Jo’s unique needs. When she’s done, the care plan looks like this.

Jo’s care plan record includes an action plan for meal planning and healthy cooking.

As a care plan develops, case managers can track attendance in benefit sessions and other benefit disbursements. They can also enroll participants in new programs and benefits as needed. For more details about program enrollments and benefit disbursements, complete the Attendance and Benefit Tracking in Nonprofit Cloud for Programs module.

Learn more about setting up and managing care plans in the Care Plan Management in Nonprofit Cloud for Programs module.

Create Interaction Summaries

As you work with program participants, it’s helpful to keep detailed notes of your interactions with them. Use the Interaction Summary object to track each session or discussion with a participant. Each interaction summary stores and relates notes to participants’ care plan, case, and person account records to provide a complete view of your work.

Based on your business needs you can record interaction summaries on the case record or care plan record.

Learn more about interaction summaries in the Care Plan Management in Nonprofit Cloud for Programs module.

Track Incidents

Use the Public Complaint object to track unforeseen incidents your participants experience, such as an injury, altercation, or behavioral issues.

Relate the incidents to participants and cases to make sure that anyone working with a participant has all the required information.

Use Cases at Your Organization

In this module, you learned how to use cases, and how to create a case from a referral. You also discovered objects that provide a complete view of a participant’s challenges and progress.

To take the next step, learn how to create and manage care plans by completing the Care Plan Management in Nonprofit Cloud for Programs module.

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