Scottish Accessible Information Forum

Standards for Disability Information and Advice Provision in Scotland

Standard 3: Managing Your Service to Ensure Accessibility

3.5 Case Management

Only services providing an advice service need case management systems. It is not needed for those providing an information service.

A range of Standards has been developed in this area by various
advice-giving bodies. This Standard is a summary of best practice.

You should have a case management system that allows you to do the following:

- identify and trace all documents relating to a case,
- identify conflicts of interest,
- monitor the number and type of cases undertaken by each advisor to make sure that they are within his/her capacity,
- record centrally any key dates to ensure that action is taken in appropriate time,
- ensure that any action taken can be easily checked,
- ensure that there is proper authorisation and monitoring of all actions undertaken by your service.

You should have systematic ways of handling cases so that you can do the following:

- identify the needs of the service user,
- identify what action is to be taken,
- identify who will be responsible for the case,
- identify key dates in the case,
- identify how and when the service user will be kept informed,
- report and confirm in writing to the service user on the outcome and explain any action the service user should now take,
- return to the service user any original documentation except where the service user has agreed that your service should keep this information.

The delivery of a quality advice service depends on good and consistent case management. An effective system will make sure that each service user receives a service that is in line with other policies. It also means that service delivery is consistent and there is less risk of discrimination.

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