What a Case Worker can do
This page is the boundary of your job: what you can see, what you can change, and what will simply not appear on your screen. If a button someone describes is missing for you, the answer is usually here.
Overview
Case Workers are front-line staff who manage direct Service User relationships and service delivery. They work with assigned Service Episodes, record Activities and case notes, and ensure Service Users receive timely follow-up and support. Their dashboard — "My Caseload" — provides a personal view of their active Cases and pending follow-ups.
Key Responsibilities
Caseload Management
- Managing assigned Service Episodes from commencement to completion
- Tracking active Service Episodes and their current status
- Ensuring timely service commencement for newly assigned Service Episodes
- Monitoring and completing service delivery
Service User Engagement
- Conducting in-person visits and telehealth sessions
- Maintaining regular contact with Service Users (tracked by the system)
- Building and maintaining Service User relationships
- Identifying and responding to Service User needs
Activity Recording
- Recording all Service User interactions (visits, phone calls, telehealth)
- Writing case notes and documenting observations
- Setting follow-up dates for future actions
- Assessing and recording risk levels for Activities
Follow-up Management
- Tracking scheduled follow-ups via the dashboard
- Addressing overdue follow-ups promptly
- Prioritizing Activities based on risk level and urgency
- Rescheduling missed interactions
Documentation
- Maintaining accurate Service User records
- Uploading supporting documents
- Recording Activity outcomes (completed, no-show, rescheduled, etc.)
- Keeping Service Episode records up to date
Permissions
| Action | Permission |
|---|---|
| View assigned Service Episodes | Yes |
| View Activities within assigned Service Episodes | Yes |
| Create Activities / case notes | Yes |
| Edit own Activities (within 10 days) | Yes |
| Set follow-up dates | Yes |
| Record risk levels | Yes |
| View assigned Service User information | Yes |
| Upload documents | Yes |
| View other Case Workers' records | No |
| Accept/Reject Referral requests | No |
| Allocate Referrals to staff | No |
| Approve programs | No |
| Access settings | No |
Data Visibility
Case Workers have a personal scope — they can only see data directly assigned to them:
| Data Type | Scope |
|---|---|
| Service Episodes | Only Service Episodes where assigned as staff |
| Activities | Only Activities within assigned Service Episodes |
| Service User records | Only Service Users linked to assigned Service Episodes |
| Referral counts | Only Referrals linked to assignments |
This means your dashboard shows only your workload, keeping the view focused and uncluttered.
Comparison with Other Roles
| Feature | Case Worker | Supervisor | Program Manager |
|---|---|---|---|
| Data scope | Own records only | Own + supervised staff | Entire organisation |
| Dashboard title | "My Caseload" | "Supervisor Dashboard" | "Supervisor Dashboard" |
| Key focus | Service delivery | Team management | Organisation oversight |
| Accept/Reject Referrals | No | Yes | Yes |
Dashboard Features
The Case Worker Dashboard — "My Caseload" — provides:
- Analytics Overview — Active Service Episodes, urgent/crisis count, follow-ups due, total Referrals
- My Active Cases — All Service Episodes assigned to you with status and actions
- Activities Needing Follow-up — Scheduled follow-ups sorted by date and priority, with risk level and overdue tracking
For detailed dashboard documentation, see Case Worker Dashboard.
Workflow Overview
Daily Workflow
Check Dashboard Metrics
→ Address Overdue Follow-ups (red badges)
→ Process Urgent/Crisis Items
→ Conduct Scheduled Visits & Sessions
→ Record Activities & Case Notes
→ Set Follow-up Dates
→ Review Upcoming Follow-ups
Service Episode Lifecycle
Awaiting Commencement (assigned to you, not yet started)
→ Active (service delivery in progress)
→ Completed / Closed (finished, one way or the other)
Best Practices
Prioritization
- Check Urgent/Crisis count first thing each day
- Address overdue follow-ups (red badges) before anything else
- Process follow-ups due today next
- Then work through routine Caseload
Service User Contact
- Maintain regular contact — your supervisor is alerted when Service Users aren't contacted for 5+ days
- Record every interaction as an Activity
- Set follow-up dates to ensure no Service User falls through the cracks
Activity Recording
- Record Activities promptly after each Service User interaction
- Set appropriate risk levels (None, Medium, High, Critical)
- Always set a follow-up date when future action is needed
- Mark Activity outcomes accurately (completed, no-show, rescheduled, etc.)
Documentation Quality
- Write clear, concise case notes
- Include relevant observations and Service User feedback
- Upload supporting documents when available
- Keep Service Episode records current
Common Tasks
| Task | How To |
|---|---|
| View your Caseload | Case Worker Dashboard |
| Check follow-ups | Activities Needing Follow-up |
| Record a visit | Recording Visits |
| Write case notes | Case Notes |
| Manage a Service Episode | Managing Episodes |
| Search for Service Users | Searching for Clients |