The 9 Essential Components of a Case Management System

There is a wide range of case management and data collection software systems available. Recently, our email subscribers reported using at least 21 different systems to manage their case data. Unfortunately, many needed multiple systems (some paid, some free) to cover the full range of required activities.

Suppose you are a public sector entity looking for a case management system (or looking to find a better way to meet your needs). In that case, an excellent place to start is to understand the essential software functions needed to run your organization effectively. Judging your options against these standards will help you simplify processes and reduce the amount of software you end up using.

Some software functions may be more important to you than others, so we suggest 1) prioritizing functions from most important to least important and 2) selecting a system that meets your most important needs at the best cost.

Let’s dive into the nine essential components of a case management/ data collection system:

1. Custom Form Creation

What is it:

Successful case management requires extensive data collection. Types of data may include demographics, program outcomes, patient histories, test results, and more. Data collection methods span tests, surveys, forms, documents, assessments, and more. Data can be qualitative or quantitative. Custom form creation functionality allows you to engage in all of these data collection methods and types.

Why it’s important:

Form customization allows you to design data collection around your specific needs rather than altering your practices to fit the system. All organizations need to collect different types of data. You should be able to easily collect the data you need and avoid what you don’t. This customization will also help you avoid “data overload” and reduce the time required to navigate to the correct information you need.

2. Multiple-Instance Survey Sends

What is it:

As opposed to a one-time-survey, a multiple-instance survey allows you to send the same survey(s) to the same individual(s) multiple times over a specified period.

Why it’s important:

Part of managing program performance is determining how conditions change over-time for your program participants. Usually, you’ll need to collect a preliminary assessment, an assessment(s) during the program’s duration, and multiple post-program assessments. Organizations cannot accomplish this in a single instance. Therefore, multi-instance surveys are essential for assessing the changes in participant conditions over time (thoughts, beliefs, behaviors, life circumstances, etc.).

3. Multi-Entry Data Collection Forms

What is it:

Rather than entering data one participant at a time, a multi-entry data collection function allows you to enter information for multiple variables or participants simultaneously and manually.

Why it’s important:

Multi-entry forms can help reduce the time it takes to upload data to your case management system. It also removes the need to wait on your participants to enter their info remotely, assuming you have the information in front of you.

4. Online Survey Completion for Participants

What is it:

This feature is pretty self-explanatory. Instead of sending in paper copies or answering questions over the phone, this feature allows your participants to fill out forms and enter their data remotely online. Furthermore, you should be able to send a link and survey reminders via email for easy access.

Why it’s important:

While it’s essential to offer multiple survey completion methods (especially for participants who don’t have access to a computer), online survey completion tends to be the quickest way to obtain data. It may also increase the participant’s comfort level since they don’t have to speak with program officers directly. Consequently, more honesty will equal more accuracy. Finally, online completion is the ideal way to collect anonymous data, as there are no clues gathered from handwriting or voices.

5. Custom Data Calculations

What is it:

Custom calculations allow you to use your own mathematical formulas to aggregate, visualize, and analyze your data. They provide the ability to design computations beyond the most common reporting figures.

Why it’s important:

Any customization functionality is key to simplifying the user experience and avoiding data confusion and overload. You may also reduce or eliminate the need for software training. You will also speed up software set-up, deployment, and user adoption. Customization optimizes your current processes rather than forcing you to make changes.

6. Cohort Outcomes Tracking

What is it:

Rather than tracking outcomes for a single individual, cohort outcomes tracking allows you to analyze results and trends for entire groups. You should also be able to toggle between different groups to examine inequities related to variables like gender, race, location, income, age, etc. Cohort tracking builds on the functionality of custom form creation and data calculations to customize data analysis.

Why it’s important:

Cohort tracking is essential to program performance management and continuous improvement. To evaluate performance, you need to look at trends for entire groups – not just individuals. It allows you to answer the questions “are our programs effective?” and “what are areas for improvement?” It will enable you to move beyond the least important measures of “how much did we do” and “how much service did we deliver” to “what percentage of people are achieving the desired outcome?” Custom cohort tracking also allows you to dive deeper to target improvements to create the most impact.

7. Automatic Data Feed Into Performance Management System

What is it:

Suppose you utilize both a case management/ data collection software and a performance management system. In that case, an automatic data feed will automatically send your data from one system to another instantaneously as you update values in the case management system.

Why it’s important:

Any function that reduces manual data entry will save you time and reduce error rates. It is important to note that not all systems communicate well with one another. Purchasing systems from the same vendor is usually a good idea if this functionality is important to you, as vendors design their systems to communicate seamlessly.

8. Referral Management

What is it:

Referral management is a collection of functions that allows you to send online participant referrals to other organizations, receive online referrals, accept or reject referrals, and track outcomes for referrals.

Why it’s important:

Collaboration and communication among public sector entities are essential to timely and effective service delivery. Managing referrals online improves this efficiency, ensuring individuals get access to the services they need. It is important to note that some vendors only offer referral management to organizations using the same system. Make sure you clearly articulate your needs to your software provider.

9. e-Signature Collection (Adobe said it best, so we’ve adopted their explanations below.)

What is it:

“An e-signature or electronic signature is a legal way to get consent or approval on electronic documents or forms. It can replace a handwritten signature in virtually any process.”

Why it’s important:

“Electronic signatures are legally valid and enforceable in almost every industrialized country in the world. They speed up every transaction and process by having recipients e-sign documents. Using e-signatures helps reduce spending on paper, ink, and postage, meaning big cost savings.”