Workflow: Client Case Management
Client case management logo.

Short Description: Enrolment, tracking and monitoring of services provided to a beneficiary or household, often across multiple service categories.

Full Description: The client case management WorkFlow involves the registration or enrolment of a user and the longitudinal tracking of services for that user often across multiple service categories, multiple service providers, and multiple locations. Users may avail themselves of one or more services from the organization. Services may be delivered by one or more providers at different points in time. From initial client registration, all services booked, availed of, or cancelled, along with transactional history and status, often need longitudinal tracking to avoid confusion across the multiple service categories, multiple service providers, and multiple locations and schedules that the client may be associated with as they journey through different organizations. Common case management WorkFlow includes capturing client and demographic information, appointment and event scheduling, messaging and reminders, management and prioritization of tasks across multiple cases, and summarizing client case data for reporting. Case managers commonly employ one or more job aids, each facilitating a particular service, and potentially customized according to client attributes.

Other Names: Beneficiary case management

Sample mappings of workflows to use case:

  • Agriculture: Market linkage: Tracking of market transactions
  • Education: Remote learning: Enrolment in training programmes and tracking progress over time. Track beneficiaries progress through course material
  • Health: Maternal and newborn health: Tracking of antenatal attendance, birth outcome and immunizations


Use Cases
Building Blocks
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