Case management and the associated systems and services are all about meeting the complex needs of individuals and families. Case workers and professionals in the field must have access to information and technology to have more time to focus on what matters most.

CGI has more than 25 years of experience partnering with states on modernization efforts. CGI focuses on empowering case workers by delivering data-driven insights, mobile-friendly design, and enhanced user experiences for case management.

In this article, we provide an overview of case management systems, their purpose, the benefits of a case management system, and considerations used when evaluating case management systems.

What is a case management system?

Traditionally, organizations that manage cases, files, applications, claims, or registrations as part of their business have relied on manual processes that are labor-intensive, costly, slow, and difficult to change in response to evolving needs. Effective case management systems can automate, standardize, and transform processes to increase agility, boost productivity, and improve customer service.

A case management system is a software application designed to manage and streamline the process of handling individual cases or cases involving groups of people. Built to support decision-intensive environments, secure, web-based solutions like CGI’s enable operational excellence for both standard and ad-hoc case processes. They allow business users to configure the application to their unique business rules and processes that can suit the specific needs of a wide range of organizations.

Why consider case management software?

There are several reasons why an organization should consider modernizing by implementing a case management system. First, the system can help streamline the process of handling cases, which can save time and reduce errors. With a case management system in place, organizations can automate repetitive tasks such as data entry, documentation, and communication, which can free up staff time to focus on more complex tasks. The system can also help ensure consistency in handling cases, reducing the risk of errors or omissions that can impact the outcome of the case.

A case management system can also help organizations improve communication and collaboration between team members. It can provide a centralized location for all case-related information, making it easier for team members to access and share information. This can reduce the risk of miscommunication or delays in sharing information, which can have a significant impact on the outcome of a case. The system can also provide tools for communication, such as chat or messaging, which can help team members stay connected and up-to-date on the progress of a case.

How does human services benefit from case management?

Overall, implementing a case management system can bring significant benefits to an organization, including:

  • Increased efficiency
  • Improved communication and collaboration
  • Better outcomes for the individuals or groups they serve
  • Streamlined workflow
  • Reduced errors and delays
  • Higher level of service to their clients and constituents
  • Greater ease of intake
  • Better case management
  • Improved reporting

An effective case management platform should also be:

  • Configurable: Menu-driven changes can be made quickly and easily by business domain experts. As a result, there is no need to engage in long, high-risk IT development efforts.
  • Complete: Secure, web-based solutions automate workflow, standardize document management, improve data capture, facilitate case collaboration and enhance performance reporting.
  • Uniform: Template-driven document and form creation can incorporate standard terms and conditions, as well as optional clauses, and improve uniformity across the case management lifecycle.
  • Fast: Short, iterative project cycles with subject matter experts contributing directly to configuration ensures an excellent fit with organizational requirements and rapid time to value.
  • Secure: Role-based permissions allow organizations to maximize management control over rules, processes and the case life cycle.
  • Transparent: Fully transparent case management processes facilitate analysis, change management, reporting and auditing.
  • Accurate: Web-based smart forms with embedded logic eliminate the need for re-keying data, thereby improving data capture and accuracy.
  • Insightful: Data from external sources and applications can be incorporated to provide the complete information necessary for informed decision-making.
  • Dynamic: Since complex data found in each case may determine case-specific operational requirements, the solution supports a dynamic processing environment.

These and other features create benefits for case managers, social workers, and the people they serve, including easier intake, improved case management and improved reporting.

How does case management software make intake easier?

Case management software can make the intake process easier and more efficient. The system can automate the process of capturing client information, allowing staff to focus on other aspects of the case. The system can also provide tools for screening clients and constituents and prioritizing cases based on urgency or need, which can help ensure that clients and constituents receive the appropriate level of service. With a case management system in place, organizations can improve the overall client experience and provide a higher level of service.

Improved case management with software

A case management system can help organizations manage cases more effectively. The system can provide a centralized location for all case-related information, making it easier for staff to access and share information. The system can also automate workflows, such as assigning tasks or setting deadlines, which can help ensure that cases are handled efficiently and consistently.

Improved reporting with case management software

A case management system can provide improved reporting capabilities, generating reports on the progress of cases and allowing organizations to identify trends and make data-driven decisions. The system can also provide analytics on key performance indicators such as case load, average time to resolution, and client satisfaction. With better reporting capabilities, organizations can identify areas for improvement and make changes to their processes to improve efficiency and outcomes.

Human services work case management software considerations

When exploring the options for deploying a case management solution, the needs of various stakeholders must be considered, including those of the organization and/or agency, case workers, social workers, and their constituencies.

Priorities of case management systems for an organization or agency

The priorities of a case management system for an organization or agency can vary depending on the specific goals, target population, and services provided. By prioritizing these goals when implementing a case management system, organizations can enhance their capacity to provide high-quality, efficient, and client-centered services to the communities they serve. However, some common priorities for implementing a case management system include a client-centered approach, data security and privacy, accessibility and usability, integration and interoperability, and outcome measurement and reporting.

Priorities of case management systems for case workers and case managers

For a case worker or case manager, the priorities of a case management system revolve around optimizing their ability to provide effective and efficient support to clients while managing their caseloads. By addressing these priorities, a case management system empowers case workers and case managers to deliver high-quality, client-focused services efficiently and professionally. It also helps enhance communication, collaboration, and data management, leading to improved client outcomes and overall effectiveness within the organization or agency.

Some key priorities for a case management system from the perspective of a case worker or case manager include access to client information, client progress tracking, goal setting and planning, task and time management capabilities, mobility and accessibility and reporting and documentation.

Case management system priorities for social workers

Human services work case management software is an important tool for social workers, as it helps them to manage their caseloads and provide effective services to individuals, families, and children. However, when selecting a software system, there are several considerations that social workers should take into account.

  • Ease of use: One important consideration is the ease of use of the software. Social workers are often working in fast-paced and high-stress environments, so the software should be intuitive and easy to navigate. It should also be customizable to meet the unique needs of different human services work settings, such as child welfare or mental health.
  • Security: Human services work case management software often contains sensitive client information, so it is important that the software has robust security features to protect this data. The software should comply with relevant privacy laws, such as HIPAA and GDPR, and have features such as data encryption and user authentication to prevent unauthorized access.
  • Affordability: While it is important to invest in quality software, human services agencies often have limited budgets. The software should provide value for money and offer a range of pricing plans to suit different budgets. Ongoing costs, such as maintenance and support, when selecting a software system should also be considered.

Case management software priorities for constituents and benefactors

When it comes to case management, constituents or benefactors are the individuals or groups who receive the services and support from the case management system or organization. Overall, the priorities for constituents and benefactors in case management revolve around being treated with respect, having their needs addressed through personalized and timely support, and being empowered to actively participate in their own care.

Case managers should strive to deliver services that align with these priorities to achieve positive outcomes and improve the overall well-being of their beneficiaries. Key priorities for constituents/benefactors include timely and accessible services, clear communication channels, confidentiality and privacy, a stable support system, and the ability to navigate systems and access to resources.

How to choose the right case management system for human services

Selecting the right case management system requires careful consideration of your organization's needs, research of available options, and evaluation of the system through a demonstration. By following some simple steps, you can select a system that will help your organization to efficiently manage its cases and provide the best possible services to clients and constituents.

First, determine what features are most important to your organization, such as customization options, data analytics, or reporting capabilities. Also, consider the size of your organization and the number of users who will need access to the system. Once you have identified your organization's needs, research available options. Look for case management systems that have the features and capabilities that are most important.

Before making a final decision, request a demonstration of the case management system. This will allow you to evaluate the system firsthand and determine whether it meets your organization's needs. During the demonstration, consider factors such as the system's user interface, ease of navigation, and customization options. Also, consider the level of customer support that is offered by the vendor.

Choosing the right features in a case management system is also vital. Many providers bundle important features such as workflow automation, document management, party management, collaboration, and risk/performance reporting capabilities. Other features to consider include:

  • Contracts management: Provides the ability to collaborate on solicitation documents and RFP attachments, receive solicitation responses, evaluate vendors against custom evaluation templates and partner on the creation of master agreement documents based on standardized templates. This feature is repeatable, auditable, efficient, and unified with CGI Advantage Financial Management.
  • Grievance and incident management: Provides the ability to initiate grievances in CGI Advantage Human Resource Management (HRM) and use workflow to evaluate the case and collaborate with peers using defined templates for correspondence. For complex cases, the solution can be used to schedule hearings or mediation sessions and record input from participants for a seamless process.
  • Discipline management: Provides the ability within CGI Advantage HRM to manage formal performance improvement plan processes and record, track and manage employee disciplinary actions. This process helps improve employee performance, reduces management effort and litigation while ensuring events are tracked by employees for the duration of their employment.

Government services that benefit from case management software and solutions

Case management software and solutions can benefit a wide range of government services, including agencies that provide human services, healthcare, criminal justice administration, and employment and training. By implementing case management software, government entities can provide more efficient and effective services to citizens, and better track outcomes and resources.

  • Human services: Governments provide a variety of human services, including child welfare, mental health, and housing assistance. These services often involve complex case management and require tracking of client information, services provided, and outcomes achieved. Case management software can help to streamline these processes and provide more efficient service to clients and constituents.
  • Healthcare: Case management is important in government healthcare programs, such as Medicare and Medicaid, to ensure that patients receive the appropriate care and follow-up services. Case management software can help to track patient information, coordinate care among healthcare providers, and manage resources.
  • Criminal justice: Case management can help criminal justice services to ensure that offenders receive the appropriate supervision and services, and that victims receive the support they need. Case management software can help to track offender information, monitor compliance with court orders, and manage victim services.
  • Employment and training: Government employment and training programs can benefit from case management systems, which can help ensure that and constituents receive the appropriate services and support to meet their employment goals. Case management software can help to track client information, monitor progress, and manage resources.

Health and Human Services benefits with case management systems

Health and Human Services (HHS) agencies provide a range of benefits and services to support the health and well-being of individuals and families. A case management system can help to improve the efficiency of HHS agencies by streamlining their processes and administrative tasks, such as data entry and document management, allowing staff to focus on providing services to individuals, families, and children. A case management system can also help HHS agencies coordinate services among different departments and providers. The system can provide a central repository of client information, allowing staff to easily access and share information – leading to more effective and coordinated services.

Case management systems deployed for HHS agencies can also track client information, services provided, and outcomes achieved, providing valuable data for monitoring and evaluation purposes. This can help agencies to make data-driven decisions and improve their services over time. Increased accountability – by tracking and reporting on their services – may also result. The system can generate reports on service delivery, outcomes achieved, and resource utilization, allowing agencies to demonstrate their impact to stakeholders.