The government case management process involves six steps:
1. Outreach: Constituents aren’t always fully aware of what services exist to help them or how to navigate the intake process. Outreach involves actively promoting available services and targeting constituents who can benefit from them.
2. Intake: When constituents submit inquiries, applications, or make contact with an agency, the agency initiates a case. During intake, agencies collect essential information, identify the priority level of the case, and assign it to the appropriate department or personnel.
3. Assessment: Case managers review documentation and, depending on the type of case, they conduct interviews to gather more information. For more complex cases, case managers create plans of action to help constituents resolve their cases.
4. Implementation: Once plans are finalized, case managers put them into action, moving through the various steps they outlined to try and resolve the case. Government case management america phone number list software can help case managers navigate the process faster and more smoothly by reducing or eliminating time-consuming administrative work, issuing reminders, or sending out notifications to keep case managers on task and constituents informed.
5. Resolution: Case managers can close out cases by documenting resolutions, updating relevant information, and providing feedback on challenges encountered or any notable successes that can help inform future cases.
6. Analytics and Retrospective: Case managers and other personnel can take advantage of data sourced from completed cases and use AI-driven insights to improve decision-making and resource management for the organization moving forward.