Case Manager Guide

Overview

The Case Manager handles and resolves cases directly. The role is responsible for processing cases and communicating with whistleblowers to support case resolution.

Cases List

The Cases List page provides an overview of all cases and allows you to search, filter, sort, and export case information.

The export generates an Excel file containing all cases consolidated into a single table for tracking and reporting.

Case Information

Each case displays the following information:

Field	Description
Case Number	Unique identifier of the case.
Incident Place	Location where the incident occurred.
Category	Category assigned to the case.
Status	Current status of the case.
Priority	Priority level of the case.
Last Updated	Date and time the case was last updated.

Case Details

The case details view is divided into three areas.

Area	What it contains
Case Details	Case overview, including the whistleblower's answers. This area also gives access to settings for updating case status and modifying selected case characteristics.
Conversations	A conversation between the whistleblower and case manager, plus a private conversation between the case manager and supervisor.
Timeline	A system-generated timeline of changes that occur to the case.

Private supervisor conversation

The whistleblower does not see the private conversation between the case manager and supervisor.

Communicating with the Whistleblower

Case managers communicate directly with the whistleblower through the case conversation.

The same case details area also includes a private conversation between the case manager and supervisor.

Case Settings

Case managers can update the following case settings:

Setting	Values
Case status	Uses statuses configured by the System Admin. Default statuses include New, Open, In progress, and Closed.
Case substantiation	Substantiated, Partially substantiated, Unsubstantiated
Case priority	High, Medium, Low
Case tag	Depends on the clients prefrence