Quick Start Guide for New Care Users

This guide helps you get started with day-to-day case management. It is written for general care users who do not have administrator permissions. If you need to configure projects, roles, or settings, contact your project or system administrator.

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Table of Contents

1. Getting Started

2. Finding Your Way Around

3. Working with Cases

4. Surveys Page

   1. Case Status, Assignment & Association

   2. Case Tagging & Notation

   3. Working Surveys

5. Referrals Page

   1. Creating and sending referrals

   2. Documenting referral follow-ups

6. Files Page

7. Calendar & Activity Log Page

8. Tips & Best Practices

9. Troubleshooting

10. Getting Help

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Getting Started

What is CS Care?

CS Care is a case management system that helps you:

• Manage client cases from intake through closure

• Track case status and assignment

• Create and track referrals to services

• Schedule and complete follow-ups

• Add notes and documents

• Complete surveys linked to cases

Key Concepts

• Case: A case linked to a client profile (anonymous or otherwise); all work (referrals, follow-ups, notes) is tied to a case

• Profile: The client’s PII information and history (managed in the broader system)

• Project: The program or initiative the case belongs to (set by your organization)

• Status: Where the case is in the workflow (e.g., Open, In Progress, Closed)

• Referral: A connection from the case to a specific service or resource

• Follow-up: A planned check-in or outcome tied to a referral or case

Your Access

As a care user (non-admin), you can:

• View cases you have access to (typically your organization’s cases, and sometimes shared network cases)

• Open, update, and work on cases within your permissions

• Change case status (within the statuses and rules set by your project)

• Add notes, documents, referrals, and follow-ups

• Complete surveys requested for a case

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Finding Your Way Around

Logging In

1. Open CS Care in your browser (your organization will provide the link).

2. Sign in with your credentials.

3. You’ll land on your Org network's homepage.

Main Navigation

• Networks & Projects: Use the bubbles to access networks and projects. Your visible networks and projects depend on your access.

  • Overview: Project dashboard with case counts and your recent cases.

  • Cases: List and search for cases in the current project.

  • My Calendar: Your calendar view for follow-ups and reminder tasks set within your cases

Overview / Dashboard

On the project Overview page, you’ll typically see:

• Number of cases (total, unassigned, assigned, closed)

• My Recent Cases: Shortcut to cases you’ve worked on

Use “View all” or “Cases” to open the full case list.

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Working with Cases

Opening the Case List

1. Select the correct network and project.

2. Go to Cases in the sidebar.

3. You’ll see a list of cases you’re allowed to view.

Finding a Case

Quick search

• Use the search box to search by case code, client name, or other visible fields (depending on project setup).

Filters

Any column with a filter icon can be filtered directly on the case page.

• Filter by status (e.g., Open, Closed).

• Filter by assignment (e.g., Assigned to me, Unassigned).

• Use any other filters your project has added (e.g., date, program).

Advanced Search

When base filters are insufficient for finding the required case view, advanced search can be used to create more dynamic filters.

• Compound rules to create specific case filtering

  • Limit one rule per field (I.E. Cannot have multiple rules with varying outputs for a single field)

Opening a Case

• Click a case code to open the case detail view.

• Once in a case, the following pages will display on the bottom left-hand corner of the page:

  • Surveys

  • Referrals

  • Files

  • Calendar

  • Activity Log

  • Care Plan

Surveys Page

Viewing Case and Client Information

• Case code: Unique ID for the case

• Assignee: Who the case is assigned to (if anyone)

• Status: Current case status

• Collaborators: Project members with collaborative case access

• Notes: Case notes

• Profile/client: Name and basic client info

You can view all of this; what you can edit depends on your role (e.g., status, assignment, notes).

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Case Status, Assignment & Association

Understanding Case Statuses

• Each project has a set of statuses (e.g., New, In Progress, Pending, Closed).

  • Closed statuses require a reason to save

• Statuses can be dispositioned either directly from within a case or from the cases page.

  • Bulk status update can be done on the cases page

• If you don’t see the status change you expect, your project’s workflow may not allow it—ask your admin.

  • Status workflows are often used as actions in automations; thus do not always require user input for update.

Closing a Case

When the case is finished (e.g., services delivered, client no longer engaged):

1. Open the case.

2. Set the status to the Closed status (or equivalent) used in your project.

3. Select a closure reason

Some projects require certain steps before closure (e.g., all follow-ups completed, referral statuses updated). If closure is blocked, complete those steps or ask your admin what’s required.

Reopening a Case

If you need to work on a closed case again:

1. Open the closed case.

2. If your role allows it, you’ll see an option to Reopen or to change status back to an open status.

If you don’t see reopen or the status you need, your project may restrict reopening—contact your admin.

Case Assignment

• Cases can be unassigned or assigned to a user (sometimes to a team) either directly from within a case or from the cases page.

  • Bulk case assignment can be done on the cases page

• Assigning to yourself: If you have permission, use “Assign to me” or choose your name from the assignment dropdown and save.

• Assigning to someone else: If your role allows it, choose another user from the assignment list and save.

Adding Case Collaborators

• Collaborators can be added to a case by any user with full case access

• Collaborators can be from your own organization or from a partner organization operating in the project

• The case access a collaborator has is dependent on their project role

  • Anything a collaborator does on a case is tracked in the activity log.

Adding Related Cases

• Case relation can only be initiated from a case that is not anonymous

• Initial search on name accepts first or last name search

• A "blank" name search will allow for a network-wide search of all non-anonymous profiles

• Case relation helps give additional context on a client's associations and historical services received across and within a network

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Case Tagging and Notation

Utilizing Case Attributes

Not all projects make use of case attributes; however, when they exist, they are indicative of important identifiers. Case attributes are often, but not always, used for the following:

• To store external system unique identifiers (UID)

• To tag project-specific metrics (uploaded via bulk import)

Case Flags

• Flags can be added and resolved from within an active case

• Bulk flagging can be done from the cases page

• Flags are configured to the needs of a project and can be understood in the context of a project's protocol

Case Notes

• Notes are for case-related comments, summaries, and updates.

• They are timestamped and show who wrote them.

Adding a note

1. Open the case.

2. Find the Notes section.

3. Type your note and save (or use “Add note” then save).

Editing or deleting

• If your role allows it, you’ll see edit/delete on your own notes. You typically cannot edit others’ notes.

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Working Surveys

Survey Types

• Client Profile: Completed or selected at time of case creation

• Intake Assessment: Completed at time of case creation (any open source)

• Additional surveys: Your project may request additional data collection during case management. Additional surveys can be completed one or more times, based on the project workflow

• Referral Follow-Up: Your project may request additional data collection on referral follow-ups. Follow-up surveys can be completed multiple times per referral. (Only survey not on the surveys page)

Accessing Surveys

1. Open a case.

2. From the Surveys page, the client profile, intake, and additional surveys can be viewed, edited, and downloaded (individually or collectively)

3. From the Referrals page, the referral follow-up survey can be created, viewed, and edited from within any existing referral record.

   1. Not all programs have a Referral Follow-Up Survey

Sending Additional Surveys

You can request data collection for any survey hosted as an additional survey via survey requests

To send a request:

1. Open a case

2. From the Surveys page, click " + New Additional Survey"

3. Click Request Survey

4. Select Survey Type

5. Input the email of the survey request recipient

Survey requests activity history is listed at the bottom of the surveys page. Outstanding requests can be deleted and resent. Additional surveys that allow for multiple responses can be requested as required.

Exporting Survey Responses

Survey data can be exported in three ways, depending on the need:

Export from within a case:

1. Export All Survey Responses: This export gives an exhaustive PDF report of all surveys completed for a single case. This can only be pulled from within a case.

2. Export A Survey: This export gives a PDF report of the individual survey selected from within a case

Export from the cases page (May require additional permissions):

1. Project-wide surveys can be exported via the Export button

   1. All filters can be used to filter the cases export

   2. Additional surveys, referrals, and follow-up exports can only be filtered by date

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Referrals Page

What Referrals Are

A referral links the case to a specific service or resource. The system tracks:

• Which resource was referred (Inclusive of service need and taxonomy)

• When it was created

• Status (e.g., Sent, Accepted, Completed)

• How it was sent (e.g., email, SMS), if applicable

Viewing Referrals

1. Open the case.

2. Go to the Referrals section.

3. You’ll see all referrals for that case with their status and details.

Creating a Referral

1. In the case, open the Referrals section.

2. Click Add new referral.

3. Search for or select the resource (service/organization) to refer to.

4. Enter any required information to facilitate search (e.g., agency name, target term).

5. Click Refer This Resource

6. Click anywhere outside the resource search pop-up screen or click the 'X' to get back to the main referrals page. The referral is now attached to the case

Sending a Referral (Email / SMS)

If your project allows sending referrals by email or SMS:

1. Open the referral in the case.

2. Click Review and Send Referrals

3. Select referrals to send either via email, SMS, or both

4. Confirm email and/or phone number (autopopulated from case profile)

5. Click Send

Updating Referral Status

When you learn the outcome of a referral (e.g., client attended, declined):

1. Open the referral in the case.

2. Update the referral status to the appropriate value (e.g., Completed, No show).

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Follow-Ups

What Follow-Ups Are

Follow-ups are planned check-ins or outcome activities, tied to a referral on the case. They help track whether services were used and what the outcome was.

Viewing Follow-Ups

Per Case (follow-up reminders only):

1. Open the case

2. Go to the Calendar section

3. Click Show History to show an exhaustive list of completed follow-up reminders

Per User Caseload:

1. Open My Calendar on the left-hand navigation panel

Per Referral (general and follow-up reminders):

1. Open the case

2. Go to the Referrals section

3. Click the caret on the referral to view all follow-ups

4. You’ll see scheduled and completed follow-ups, often with due dates and status.

Creating a Follow-Up

1. In the case, open the Referrals section

2. Click the caret and click +New follow-up to add a follow-up immediately or "+ Add Reminder" to or schedule a follow-up for a later date.

3. When adding a follow-up, select the status and date

4. Notes are optional

5. Click Complete follow-up survey to add additional follow-up data (If available) OR

6. Click Save Follow-up to complete the current entry

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Files Page

Attachements

• Attachments are files attached to the case (e.g., forms, consents, assessments)

• Your project defines which document types exist

• Documents can be attached and downloaded directly in Care or requested from the client via Send Safely (US Only)

Viewing documents

1. Open the case.

2. Go to the Files section.

3. Open or download files as needed in the attachments

Uploading a document

1. In the Files section, use +Add File

2. Select the document type

3. Choose the file(s) and upload.

Request a document

1. In the Files section, use Request via SendSafely

2. Select the document type(s)

3. Input the recipient's email

4. Click Request Documents

If you need a new document type or different document rules, that is configured by your admin.

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Calendar & Activity Log Page

My Calendar

• Used to see your follow-ups and tasks by date. From there, you can open the related case and complete the follow-up.

Activity Log

• Used as a case transaction summary overview of all and any transaction events completed on a case by any user in the project with case access.

Tips & Best Practices

Daily Workflow

1. Start from Overview or Cases and filter by Assigned to me or Open to see your workload.

2. Use My Recent Cases for quick access to cases you’re actively working on.

3. Update status and assignment when you start or hand off a case so your team sees current state.

4. Add notes after important calls or decisions so others (and you later) have context.

Referrals and Follow-Ups

1. Create referrals as soon as you give the client resource information, then update status when you hear back.

2. Schedule follow-ups at the same time (e.g., “call back in 2 weeks”) so they appear on your calendar.

3. Complete follow-ups and update referral statuses so reports and dashboards stay accurate.

Notes and Documents

1. Keep notes clear and brief; include date of contact and next steps when relevant.

2. Upload documents with consistent names (e.g., “Consent – [date]”) so they’re easy to find later.

When You’re Not Sure

• Status or workflow: Ask your supervisor or project admin.

• New document types, statuses, or fields: These are set by admins; submit a request if you need something new.

• Access to another project or network: Request access through your admin.

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Troubleshooting

I don’t see a project or network

• Your account may not be added to that project or network. Contact your project or system administrator to be given access.

I can’t change status / assignment / referral

• Your role may not allow that action, or the workflow may not allow that transition. Try the action again; if it’s still blocked, ask your admin.

I can’t find a case

• Check the project and network you’re in.

• Use search and filters (status, assignment, date).

• If the case is in another organization or project, you may not have access—confirm with your admin.

Referral or follow-up options are missing

• Some features depend on project configuration (e.g., referral templates, follow-up types). If you expect something that isn’t there, ask your admin.

Surveys won’t open or submit

• Confirm you’re in the correct case and that the survey is still in a “requested” or “open” state. If it still fails, contact support or your admin.

Page is slow or not loading

• Refresh the page and try again. If it continues, try another browser or device and contact IT if needed.

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Getting Help

From Your Organization

1. Supervisor or team lead: For workflow, status, and assignment questions.

2. Project or system administrator: For access, new statuses, document types, and project settings.

3. IT or support: For login issues, errors, and technical problems.

In the Application

• Use this guide or others in this knowledge base as a reference when you’re unsure what you can do as a care user.

What Only Admins Can Do

If you need any of the following, you’ll need to contact an administrator:

• Add or remove users from a project; change roles or permissions.

• Create or change projects, status workflows, or document types.

• Change project or network settings.

• Manage team, contributors, or project files in CS Care.

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Quick Reference

Task	Where to go
See my workload	Overview → statistics; Cases → filter “Assigned to me”
Find a case	Cases → search and filters
Change status	Open case → Status field
Assign case	Open case → Assignment field
Add referral	Open case → Referrals → Add referral
Schedule follow-up	Open case → Referals → Add follow-up
Add note	Open case → Notes
Upload document	Open case → Files → Upload
Complete survey	Open case → Surveys → open requested survey
Close case	Open case → set Status to Closed (and reason if required)

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You’re ready to use CS Care for day-to-day case management. For anything that requires admin or project configuration, contact your administrator.