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National Technology Assistance Projectwww.lsntap.org

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Selecting YourCase Management System

National Technology Assistance Projectwww.lsntap.org

Presenter

Julia Gordon, Consultant

Gabrielle Hammond, NTAP Director -- Facilitator

Overview of Session

• Goal: Give you a set of terms and tools to use when considering a new CMS.

• Session:– Review keystone principles of selecting a new

CMS.– Engage you in prioritizing functionality.– Question and Answer

Keystone Principles for CMS Selection

• Case Reporting v. Case Management

• The Importance of an Inclusive Process

• What Else Does Your Program Want to Do With its CMS?

• What Internal Resources are Available to Support the CMS?

• The Importance of Training

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 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 processto select your system

• Don’t just leave it to your tech staff• Include users at all levels

What Do You Need From Your CMS?

– 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 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 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 about your work and your clients do your funders

require?– What kind of information do you need for resource allocation, self-

assessment and evaluation?– 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?

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 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.

Notes on Implementation

– Use the system to help your staff do their work

– Importance of Training

• No one ever gets enough

• Must be ongoing

Major CMS Features

• Timekeeping• Calendar/Tickler

Systems• Contact

Management• Intake, Eligibility,

Opening and Closing Cases

• Conflict Checking

• Maintaining Electronic Files

• Document Assembly• Pro Bono Support• Reporting• Grants Management /

Resource Development• Access and Security

Case Management System ReviewAppendix A - Chart

CA

SS

Kem

ps / C

lients

Legal F

iles

Legal S

erver

Pik

a

Practice M

anager

Pro L

aw

Tim

e

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 email, etc.)

√ √ √ √

Can associate time with particular grant or office function such as PAI

√ √ √ √ √ √ √

Other Important Characteristics of Case Management Systems

• User Friendliness• Remote access capability• Training & Learning Curve• Stability• Customization and Flexibility

– Ease of Reporting & Reports Customization– Integration with other software systems

• Ease of Updates and Modifications• Support from the Vendor

Cost Considerations

• Cost of software/hardware purchase

• Cost of development v. cost of lost productivity

• IT administrative burdens

• Training

• Updates and maintenance

Final Questions?