1. CiviContacts

2. Agenda CiviCase What is CiviCase? What does it do? How to create a case?

3. What is CiviContact? CiviContact is the Case Management component of CiviCRM. o It provides a way to track and manage a sequence of interactions between people in your organisation and contacts. o In addition to tracking and managing your organisation's interactions with clients or constituents, CiviContact can also manage internal organizational interactions.

4. What is CiviContact? Continued... CiviContact allows for a high degree of customization to meeet the needs of a wide variety of organizations and work flows. CiviContact tracks interactions in two ways: as cases and as activities. So what is a case? activity? Very important as well: Understanding it's principles and assumptions...

5. What is an Activity? Activities are single interactions. For example, if a constituent calls to request information and the staff person directs them to a website, it would be recorded as an activity, with a brief description of how the staff person followed-up. CiviCRM will auto-generate some activities in conjunction with other actions, such as logging an email receipt for event registrations.

6. But first...What is a Case? Cases are used to track more complex interactions or communication processes. Multiple activities can be grouped together into one case, and these activities can be optionally structured in a timeline. A case can be used to track a specific workflow that must be followed, for example: a client fills out an intake form, then has an initial meeting with a staff person, and finally receives a certificate from the organisation for meeting certain goals.

7. CiviContact Assumptions These assumptions are cases designed by the developers of CiviCRM and are built-in. Activities are single tasks or interactions between your organization and a client or constituent or between people within your organization. Cases involve a sequence of interactions. The record of these activities forms the case story and almost all information about a case should be stored as an activity. Classifying cases by case type allows you to define work- flows and evaluate results. These cases are often predictable in their sequence of activities. In turn, creating a schedule with the expected time-line helps people working on the case manage their work, and measure progress.

8. They often involve predictable set a people. o these are case roles o knowing these roles is helpful, and provides an easy way to communicate case activities to other people who are working on that case. Case resources - Additional people and/or outside organizations who are frequently contacted or involved with most or all case.

9. Case Types What does your organization need to manage? activities that may span several days or weeks Physician Health Program example... Community Services Organization example...

10. Activity types Pre-configured types (phone calls, meetings, emails sent, interviews and follow-ups Activity Types can be added for other specific tasks Some activities will be automatically created: o open case o follow-up o change case type o change case status Community Service Organization additions...

11. Activity Data A standard set of information can be entered whenever a case activity is recorded in CiviContact Who recorded the activity and who reported the activity? When and where the activity will (or did) occur? Free-form subject and detailed description? Time spent on the activity?

12. Timelines CiviContact allows you to define a workplan or an expected sequence of tasks and activities for each type of case. These are called standard timelines, and one is created automatically when a new case is opened. The timeline might include only two items: Open Case Follow up.

13. Case Roles and Relationships Case Roles: people directly involved in this case. Examples include Intake Specialist, Case Coordinator, Addiction Counselor, Employment Counselor, etc. You can identify one of these roles as the case manager for a particular case type. Other Relationships: people related to the client, with relationships that exist beyond the context of a particular case. Examples include Spouse, Sibling, Family Doctor, etc. Generally, use relationships when you want someone to appear on ALL cases for the same client, otherwise use a case role. Case Resources: people and organisations that have involvement with many or all cases in your case management setting. Examples include: regulatory agency contact(s), service provider, frequent referral contacts, etc.

14. More on Relationships in CiviCRM CiviCRM provides relationship type definitions for most of the standard relationships you might track (e.g. Spouse, Child). However you will probably need to define additional relationship types for your case roles, such as: Case Coordinator Addiction Specialist Job Counselor Make a list of the expected case roles for each type of case you've listed, then determine which role will normally be considered the "case manager" for that case type.

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16. Creating a Case How-to: http://www.youtube.com/watch?v=aiPVAZCPLOA