Support provision case progression management overview
A support provision case - launched either to assess a person's needs or to coordinate agency services through an agreed support plan - is inextricably linked to the associated tasks that constitute the workflow path, which are in turn grouped together through the overarching support type, and define the end-to-end progression steps to be conducted by the owner and responsible officers. Hence, in reviewing the progression status of a case, it is important to take a holistic view in the context of the individual task elements. From an end user perspective, all assigned cases can readily be viewed and progressed via the 'cases and tasks' Home pane. This is in essence a "to-do" list, with real time information presented on the status of each case. Simply by double-clicking on an entry included within the list, an end user can launch and progress the case. To keep track of progress, any number of notes can be appended to each case, appearing as discrete entries within the relevant graphical timeline. Similarly, any number of file attachments can be linked in order to provide contextual background, and serve as a single point of reference for all related progression activities.
As each support provision case is advanced along a defined path, all logical steps pertinent to its progression are accessible through the 'select action' function. As each function is applied - Take Ownership, Reassign Case, Close Case, Reopen Case, Update Priority, etc. - the status is updated and the permitted follow-on activities are revised accordingly. For instance, where automatic ownership of a support provision case has defaulted to a specific role, any assigned member can assume responsibility for its onward progression by selecting the Take Ownership action. Once assigned, system validation rules ensure that this option is then no longer available for the active case; instead any change of ownership would be achieved via the Reassign Case action. Steered by the custom Service Level Agreement (SLA) associated with a specific support provision type, all newly-created cases of that classification can be service level driven, therefore dictating the target completion date applied in each instance, as well as any advance warning requirement - used to trigger an alert prior to the target completion date being reached. This prescribed timeline determines the maximum duration over which inter-dependent tasks should be completed i.e. the end-to-end target completion dates derived at task level cannot exceed the SLA period assigned to the overarching support provision type.
Separate help articles have been created for each key aspect of support provision case progression management, including: