Cases Dashboard

The “Cases Dashboard” feature in the Case Management module of Retention CRM provides a centralized view of all cases, which are interactions related to specific issues or inquiries with members, donors, volunteers, and other stakeholders. The module is designed to help membership organizations manage, track, and analyze cases, ultimately supporting them in providing better support.

General Functionality of “Cases Dashboard” Feature

Here’s a breakdown of the options and fields in the Cases Dashboard:

• Add Case: Creates a new case record to document an interaction or issue.
• Find My Cases: Allows searching for existing cases based on various criteria.

Case Listing:

• All Cases: Displays all cases in the system.
• My Cases: Shows cases assigned to the logged-in user or those they have participated in.
• Summary of Involvement: Provides an overview of a user’s involvement in cases (e.g., number of cases created, assigned, or participated in).

Case Types (Examples for an Association):

• Membership Application Inquiry: Track questions or concerns related to membership applications.
• Networking Event Inquiry: Manage inquiries about upcoming networking events.
• Continuing Education (CE) Inquiry: Address questions or issues regarding continuing education courses.
• Workplace Concern: Handle concerns raised by nurses about their workplaces.
• Change of Address: Update member contact information in the system.

Additional Case Types for an Association:

• Disciplinary Case: Track disciplinary proceedings involving nurses.
• Practice Inquiry: Manage inquiries related to nursing practice guidelines or ethics.
• License Renewal Assistance: Assist members with the license renewal process.

Filter by Case: Refine the list of cases by applying filters based on:

• Case Type: Select specific types of cases (e.g., Membership Application Inquiry).
• Case Status: Filter by the current stage of a case (e.g., Open, Pending, Resolved).
• Contact: Search for cases associated with a particular member or contact.
• Subject: Find cases based on keywords in the case subject line.
• Status: Filter by the overall case status (e.g., Open, Closed).
• Type: View cases categorized by type (e.g., Inquiry, Complaint, Request).
• My Role: Focus on cases where the logged-in user has a specific role (e.g., Caseworker, Manager).
• Manager: Filter by the assigned case manager.
• Next Sched.: Show cases with upcoming scheduled activities.

My Cases With Upcoming Activities & Recently Performed Activities:

These sections display lists of user-assigned cases with either upcoming scheduled activities (e.g., meetings, phone calls) or recently completed activities related to the case.

Using “Cases Dashboard” Feature in Association Management

Let’s see how a nursing association might utilize the Cases Dashboard:

• Membership Application Inquiry: A potential member submits an online application with questions about eligibility requirements. A staff member creates a case of type “Membership Application Inquiry” and assigns it to themselves. They can then communicate with the applicant through the case record to address their questions.
• Networking Event Inquiry: A member emails the association inquiring about a future networking event. Staff creates a case of type “Networking Event Inquiry” and assigns it to the event coordinator. The coordinator can use the case to track communication with the member and provide relevant information.
• Continuing Education (CE) Inquiry: A nurse calls with questions about upcoming CE courses. Staff creates a case of type “Continuing Education Inquiry” and documents the details. They can then answer the nurse’s questions and potentially recommend suitable courses through the case record.
• Workplace Concern: A nurse raises a concern about workplace safety through the association’s online form. Staff creates a case of type “Workplace Concern” and assigns it to a designated caseworker for investigation and appropriate action.
• Change of Address: A member notifies the association about a change of address. Staff creates a case of type “Change of Address” and updates the member’s record accordingly. They can also use the case to confirm the new address with the member.
• Disciplinary Case: A formal complaint is filed against a member. Staff creates a case of type “Disciplinary Case” and assigns it to a committee for review. The case record can be used to document evidence, communication, and ultimately, the committee’s decision.

More Use Cases for Associations

Volunteer Management

An animal shelter can use Cases module to manage volunteer inquiries and applications. They can create cases of type “Volunteer Inquiry” to track questions about volunteering opportunities. Cases of type “Volunteer Application” can be used to document applications, assign interviews, and track the application process. The dashboard allows staff to see all volunteer-related cases, filter by status (e.g., Open, Interview Scheduled), and ensure timely follow-up with potential volunteers.

Event Registration Support

A historical society can leverage Cases module to manage inquiries and issues related to their events. Cases of type “Event Registration Inquiry” can be created to address questions about registration procedures or specific events. Cases of type “Event Registration Issue” can be used to track and resolve problems with registrations (e.g., payment errors, duplicate registrations). Staff can use filters on the dashboard to identify upcoming events with cases requiring attention and ensure a smooth registration experience for attendees.

Membership Renewal and Management

A community garden association can utilize Cases module to streamline membership renewals and address member concerns. Cases of type “Membership Renewal Inquiry” can be used to track questions or issues related to the renewal process. Cases of type “Membership Concern” can be created to document concerns raised by members about their membership status, access to resources, or other garden-related issues. The dashboard allows staff to see all membership-related cases, filter by member or type, and ensure prompt resolution of any issues impacting member satisfaction.

The Cases Dashboard can empower a Nonprofit, Chamber of Commerce or Association in efficiently managing interactions, track case progress, and ensure timely resolution of issues. By utilizing the various features, these member-based organizations can provide a high level of service and support to its members/donors/volunteers/stakeholders.