Caseworker Guide: Managing Clients

This guide covers how to view, filter, and manage your client caseload in the CRM.

Accessing the Clients Page

  1. Log in to the CRM as a caseworker
  2. Click "Clients" in the main navigation sidebar
  3. You'll see the Clients List page with all households

Dashboard Overview

At the top of the Clients page, you'll see four key metrics:

  • Total Households - All active households in the system
  • Intake Completed - Households with completed intake applications
  • Urgent Priority - Households marked as urgent priority
  • High Priority - Households marked as high priority

Filtering Clients

Priority Filter

Use the priority dropdown to filter by vulnerability level:

  • All (default) - Shows all households
  • Urgent - Score 70-100, requires immediate attention
  • High - Score 50-69, high priority cases
  • Medium - Score 30-49, standard priority
  • Low - Score 0-29, lowest priority

Intake Status Filter

Filter by completion status:

  • All (default) - All households regardless of intake status
  • Completed - Intake form fully completed
  • In Progress - Intake form partially completed
  • Not Started - No intake form submitted

Client List Table

The main table displays:

  • Household Name - Primary client's name
  • Priority Badge - Color-coded priority level (Urgent/High/Medium/Low)
  • Intake Status - Completion status badge
  • Vulnerability Score - Numerical score (0-100)
  • Last Updated - Date of last modification
  • Actions - View details button

Viewing Client Details

  1. Click on a client's name or the "View Details" button
  2. You'll be taken to the client's full profile page
  3. From there you can:
    • View complete intake information
    • See household composition
    • Review vulnerability scoring details
    • Create referrals
    • Add case notes
    • Edit intake information (if permitted)

Understanding Priority Levels

Urgent Priority (Red Badge)

  • Score Range: 70-100
  • Characteristics:
    • Homeless and unsheltered
    • Multiple high-risk factors
    • Severe housing instability
  • Action Required: Contact within 24 hours

High Priority (Orange Badge)

  • Score Range: 50-69
  • Characteristics:
    • Significant housing instability
    • Vulnerable household members (children, elderly, disabled)
    • Limited support network
  • Action Required: Contact within 3 days

Medium Priority (Yellow Badge)

  • Score Range: 30-49
  • Characteristics:
    • At risk of homelessness
    • Some stabilizing factors present
    • Moderate support needs
  • Action Required: Contact within 1 week

Low Priority (Green Badge)

  • Score Range: 0-29
  • Characteristics:
    • Stable or improving situation
    • Good support network
    • Lower immediate needs
  • Action Required: Standard follow-up schedule

Best Practices

Daily Workflow

  1. Start with Urgent Cases - Always check urgent priority clients first
  2. Review High Priority - Address high priority cases within 3 days
  3. Regular Follow-ups - Schedule regular check-ins based on priority
  4. Update Status - Keep client status current in the system

Filtering Tips

  • Use priority filters to focus on cases needing immediate attention
  • Combine filters to find specific client groups
  • Check intake status to identify incomplete applications

Client Management

  • Document Everything - Add case notes for all interactions
  • Update Regularly - Keep client information current
  • Track Progress - Monitor changes in priority levels
  • Coordinate Care - Use referrals to connect clients with resources

Quick Actions

From the Clients page, you can quickly:

  • Filter by Priority - Focus on urgent cases
  • Search by Name - Find specific clients quickly
  • View Details - Access full client profile
  • Create Referrals - Link clients to resources (from client profile)

Related Guides

Need Help? Contact your supervisor or system administrator for assistance with client management.