Selecting and Implementing a Case Management System: A Guide for Managers by Colleen Cotter and Julia Gordon Commissioned by LAET Commissioned by LAET Funded by LSC TIG grant Funded by LSC TIG grant Written by Colleen Cotter and Julia Gordon Written by Colleen Cotter and Julia Gordon Eight case management systems included Eight case management systems included More than 150 staff members interviewed from 15 different programs More than 150 staff members interviewed from 15 different programs All eight vendors/developers completed surveys and conducted demos All eight vendors/developers completed surveys and conducted demos

Who Is This Report For? Any legal services provider in the market for a new system Any legal services provider in the market for a new system Any legal services provider trying to get the most out of their current system Any legal services provider trying to get the most out of their current system

Do you Need Case Reporting or Case Management? A case reporting system centers on the need to collect, report on, and analyze data about cases, clients, and casehandling. A case reporting system centers on the need to collect, report on, and analyze data about cases, clients, and casehandling. A case management system includes the intake/report information loop, but at its heart is a collection of tools designed to assist with casehandling itself, particularly litigated cases. A case management system includes the intake/report information loop, but at its heart is a collection of tools designed to assist with casehandling itself, particularly litigated cases.

Conduct an inclusive process to select your system! Dont just leave it to your tech staff Dont just leave it to your tech staff Include users at all levels Include users at all levels

How Do You Determine What You Want to Do with Your CMS? Ask These Questions… What functions do staff members need to perform for the program to operate effectively? What functions do staff members need to perform for the program to operate effectively? What do people wish they could do that they cannot now do? What do people wish they could do that they cannot now do? What type of work does your program do – mostly brief advice, a lot of litigation, and/or extensive community legal education? What type of work does your program do – mostly brief advice, a lot of litigation, and/or extensive community legal education? What existing software packages do staff use extensively now, and what do they like about them? What existing software packages do staff use extensively now, and what do they like about them? What kind of support and supervision do you have (or wish you had) for new staff and volunteers? What kind of support and supervision do you have (or wish you had) for new staff and volunteers? What kind of information do you need for high-quality supervision and management? What kind of information do you need for high-quality supervision and management? What kind of information about your work and your clients do your funders require? What kind of information about your work and your clients do your funders require? What kind of information do you need for resource allocation, self-assessment and evaluation? What kind of information do you need for resource allocation, self-assessment and evaluation? Does your program have multiple offices and/or intake sites? Does your program have multiple offices and/or intake sites? Do you want to coordinate your CMS with other programs and, if so, what security measures will be required to maintain client confidentiality? Do you want to coordinate your CMS with other programs and, if so, what security measures will be required to maintain client confidentiality?

What Internal Resources are Available to Support the CMS? How Much Does a CMS Cost? Include costs of data conversion, on-going costs, set-up, training, tech infrastructure. How Much Does a CMS Cost? Include costs of data conversion, on-going costs, set-up, training, tech infrastructure. How Much IT Support Do You Need? More complex systems require more support. How Much IT Support Do You Need? More complex systems require more support. How Much Time to Put In? To use the more complex tools you will need time and expertise from your non-tech staff as well as a program-wide commitment to using the new system. How Much Time to Put In? To use the more complex tools you will need time and expertise from your non-tech staff as well as a program-wide commitment to using the new system.

Questions? Questions? (10 minutes) (10 minutes)

Notes on Implementation Use the system to help your staff do their work Use the system to help your staff do their work Importance of Training Importance of Training No one ever gets enough No one ever gets enough Must be ongoing Must be ongoing

Questions? Questions? (5 minutes) (5 minutes)

Major CMS Features Major CMS Features Timekeeping Timekeeping Calendar/Tickler Systems Calendar/Tickler Systems Contact Management Contact Management Intake, Eligibility, Opening and Closing Cases Intake, Eligibility, Opening and Closing Cases Conflict Checking Conflict Checking Maintaining Electronic Files Document Assembly Pro Bono Support Reporting Grants Management / Resource Development Access and Security

Case Management System Review Appendix A - Chart CASSKemps / ClientsLegal FilesLegal ServerPikaPractice ManagerPro LawTime Time-keeping Automatic timer Notes on time slips become part of case notes Automatically tracks the type of activity in which the user is engaged (writing a letter, sending an , etc.) Can associate time with particular grant or office function such as PAI

Other Important Characteristics of Case Management Systems User Friendliness User Friendliness Training Training Stability Stability Customization and Flexibility Customization and Flexibility Support from the Vendor Support from the Vendor

Final Questions? Final Questions?