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New Cases & Clients
Let's walk through the "typical life" of a client and our related case actions. We begin by collecting client information on paper forms, and end with using JC Online to manage case action follow-up activities.
A. Collecting Client Information (The Client & Case Forms): Before entering client and case data into JC Online, we will often want to record client and case summary information on to paper forms. Armed with a simple writing clip-board, we can collect a client's basic contact information and get details on the client's case situation in a "warm interview style" that is often best done face to face without a computer.
B. The Conflict Check: The conflict check is done using the JC Online All Cases & Contacts screen. The objective is to do quick research to search against a new clients name, spouse, or any adverse parties that we may already be providing legal services for in the community. Our intention is to avoid a possible "conflict of interest" by having different volunteers accidentally serving both sides of a dispute within our organization.
C. Creating A New Client: After completing a conflict check, we're ready to add a new client to JC Online so we can begin tracking our case activities against the client's profile. The New Contact form is very helpful for collecting new client information before sitting at the computer.
D. Adding A Case Summary: After creating the new client record, the Case Summary can be added to the client's profile. The Case Summary describes the overall client case situation and what their expectations are of us before much volunteer service is provided. The Case Action records record are attached to the Case Summary and describe the services we provided.
D. Posting A Case Action : Although only one Case Summary is recorded for a client's case, many Case Actions can be applied to the Case Summary. Each Case Action is recorded on a JC Case Action Form (if desired), and entered into JC Online as a Case Action record to track, manage and report case action history.
E. Case Follow-Up: During a case, there may be multiple actions being tracked between multiple volunteers all working together to serve the needs of the client. As Case Actions are completed, the volunteers post their Case Actions in JC Online. If a volunteer wants to "refer" a client and case action to another volunteer, they would add the referral name to the "Referred To" field in their related Case Action in JC Online. In addition, the volunteer would send a personal "hand-off" email request to communicate with the Referral that the case action is being referred to them for follow-up. The referral email can contain a hyperlink to jump directly to the case action record being referred. The combination of posting the referral name in JC Online, along with a personal hand-off email ensures good referral follow-up communications.
A. Collecting Client Information (The Client & Case Forms):
Let's take a tour of the client, questionnaire and case summary forms available to volunteers for collecting initial client intake information. Click HERE for a single pdf file that includes all of the JC Online forms.
- New Contact Form: Click on this link to see the standard JC Online form for gathering basic client contact information. The form is simple and straight-forward enough for most clients to complete this form without much assistance. However, some handicapped or literacy impaired clients may need your help to complete.
- Case Summary Form: Click on this link to see the standard JC Online form for gathering details on the clients primary case situation. Questions such as "Briefly describe your problem..." and "What do you hope we can do for you?" are just a few of the questions to help organize the details of a client's current situation.
- Client Legal Questionnaire: Click on this link to see the standard JC Online form for gathering details on previous legal actions taken related to a clients case.
- Religious Questionnaire: This "optional" questionnaire helps an organization gather details on a client's religious beliefs and concerns that may help volunteers be more sensitive and helpful to serving the specific needs of a client and their families.
- Case Action Form: This form is used by a JC Online volunteer to record their case actions.
B. The Conflict Check:
The conflict check is done using the JC Online All Cases & Contacts screen. The objective is to do quick research to search against a new clients name, spouse, or any adverse parties that we may already be providing legal services for in the community. Our intention is to avoid a possible "conflict of interest" by having different volunteers accidentally serving both sides of a dispute within our organization.
The JC Online All Cases & Contacts screen has a simple search feature that searches all related name fields simultaneously and returns all potential matches in a matter of seconds!
C. Creating A New Client :
After completing a conflict check, we're ready to add a new client to JC Online so we can begin tracking our case activities against the client's profile. The New Contact form is very helpful for collecting new client information before sitting at the computer.
In addition to gathering basic contact information, we ask questions that later help us analyze our service activities by client demographics such as how a client was referred to us, income level, race, and language. The default "answers" to these questions are setup by your organizations Administrator using the JC Online SETUP menu.
D. Adding A Case Summary :
After creating the new client record, the Case Summary can be added to the client's profile. The Case Summary describes the overall client case situation and what their expectations are of us before much volunteer service is provided. The Case Action records record are attached to the Case Summary and describe the services we provided.
E. Posting A Case Action :
Although only one Case Summary is recorded for a client's case, many Case Actions can be applied to the Case Summary.
For instance, a single Case Summary record may describe a client's child custody problem and a mother's desire to increase a father's financial obligations to his children. However, your organization may provide many specific actions of service during the course of the case. Each Case Action is recorded on a JC Case Action Form (if desired), and entered into JC Online as a Case Action record to track, manage and report case action history.
F. Case Follow-Up :
When a volunteer want to "refer" a case action to another volunteer, they should add the "Referred To" volunteers name on the Case Action screen, and then immediately send a quick email to the referral requesting them to follow-up with this client and case action.
As an alternative, the volunteer could communicate directly with an organization administrator to request they select a referral volunteer and complete the "hand-off" communications. Either way, the combination of JC Online posting followed by a personal "hand-off" email to the referral is the best way to ensure good client follow up communications.
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