Intake Workflow Additions
We've been struggling for some time with the fact that an intake worker does not get any opposing party info until after the case is already created. Many users had resorted to keeping a copy of the address book open at all times. This has a generally bad effect on productivity and accuracy, since you have to "drill down" to get at any relevant case info. With the creation of the Case Role Report we wanted to find a way to integrate this into our workflow more effectively. What we did was, add a front end to a search for "friendly" roles to the initial intake screen.
One major advantage to using this approach is the ability to use wildcards for the search, enabling searching for several variations of many common names at once, and dealing with some of the junky practices (such as adding spouses parenthetically) that make even phonetic matching impossible. Here's a sample output for only the last name "Claus":
Note that it has most of the facts you'd want to quickly review right there: Full Name, DOB, SSN, Relation Code, Problem Code, Open Date and a direct link to each case found. This opens in a separate window, maintaining an uninterrupted workflow (and allowing data to be copied/pasted back as the OP is actually added.
We also added a header to the second stage of intake (if a match is found for the first stage info) that lists all data input by the intake worker, so they can refer to that data while making their decisions:
Here's a flowchart of the new workflow: