Skip to main content

Team

Last Updated: December 10, 2025
Document ID: UG-CASEPAGE-006
Version: 1.0

Overview​

The Team accordion on the Case Page displays Active Contributors working on the case. This shows who is currently assigned to the case and their roles, helping team members coordinate work and understand case ownership.

This guide will cover:

  • Viewing active contributors
  • Understanding team roles (Maintainer vs Assignees)
  • Adding or removing team members
  • Case permissions and reassignment
  • How team changes affect Dashboard views

Key Terms​

TermDefinition
Active ContributorsTeam members currently assigned to work on the case
MaintainerPrimary case owner responsible for overall case management
AssigneeTeam member assigned to specific tasks within the case
ReassignmentChanging who is assigned to a task or case, affects Dashboard visibility
Case PermissionsAccess rights determining who can view, edit, or manage the case
My CaseloadPersonal view showing all cases you've been actively involved in (current or historical)

Understanding Active Contributors​

Location: Fourth accordion in the Case Overview Panel

What it shows:

  • All team members currently assigned to the case
  • Each person's role (Maintainer or Assignee)
  • Matches the Active Contributors shown on case cards in Dashboard views

Screenshot: case-page_team_accordion_01.png

Team Roles​

Maintainer​

Definition: The primary case owner responsible for overall case management

Responsibilities:

  • Oversees case progression through stages
  • Coordinates team member assignments
  • Makes key workflow decisions (e.g., selecting outcomes in Outcome Tasks)
  • Often selects the next stage maintainer in Next Stage Tasks

Visual Indicator:

Assignee​

Definition: Team member assigned to specific tasks within the case

Responsibilities:

  • Completes assigned tasks (visible in "Open" filter)
  • Updates task status and progress
  • Contributes to specific case activities

Note: Multiple assignees can work on different tasks within the same stage.

Managing Team Members​

Changing the Active Maintainer​

The Active Maintainer is the designated point of contact for the current stage, responsible for ensuring all tasks are completed and coordinating with upper management on status updates.

Location to access: Case Page → Stage Preview (Section 4, top right)

Navigation:

  1. Open the case from My Caseload, My Overview, or My Performance (click any element in the case row)
  2. Case Page opens automatically to Stage Preview (verify by checking Section 3: Stage/Task/History tabs - Stage tab highlighted in soft green)
  3. If not in Stage Preview: Click the Stage tab in Section 3 header from anywhere on Case Page (no pop-ups like Locations or Document viewer)

Step-by-Step Reassignment Workflow​

1. Locate the maintainer avatar:

  • Top right of Section 4 (Task Detail Panel)
  • Next to Stage title (e.g., "New Case Start") and stage description

2. Hover over the avatar:

Tooltip appears: "[Firstname Lastname] is the maintainer of this stage. Click or right-click to change the maintainer"

3. Click or right-click the avatar:

"Change Maintainer" button appears below the avatar (where tooltip just was)

Screenshot: case-page_maintainer-avatar-hover_01.png

4. Click "Change Maintainer" button:

A pop-up dialog opens titled: "Change Stage Maintainer"

Dialog contents:

Blue info box (info icon ):

"What is a Maintainer?"

The maintainer is the designated point of contact for this stage. They are responsible for ensuring all tasks are completed and coordinating with upper management on status updates.

Current maintainer display:

Current maintainer: [Firstname Lastname]

Selection box:

Gray box labeled "Select New Maintainer"

Screenshot: case-page_change-maintainer-dialog_01.png

5. Click into "Select New Maintainer" box:

Dropdown menu appears (expands upward or downward) showing:

For each team member:

  • Avatar
  • First and last name
  • Title/Role in organization (e.g., "[Organization] Admin", "BHS" (Behavioral Health Specialist), "OA" (Office Assistant), "Manager")

Search functionality:

  • Text changes from "Select New Maintainer" to "Choose a new team member"
  • Type to search by first or last name
  • X icon appears in text box - click to clear partial text

Searchability enhancement:

  • Current user shows "On Case Team" next to their title (if they were previously a maintainer or have open tasks)

Screenshot: case-page_maintainer-dropdown_01.png

6. Select new maintainer from dropdown:

  • Click the team member you want to assign
  • Dropdown menu disappears
  • Selection appears in the box
  • X icon still available to clear and start over

Button states:

  • "Change Maintainer" button turns green (now enabled)
  • "Cancel" button remains available

Screenshot: case-page_maintainer-selected_01.png

7. Click green "Change Maintainer" button:

  • Dialog disappears
  • Page refreshes automatically
  • Stage Preview now shows new maintainer's avatar

Screenshot: case-page_maintainer-changed_01.png

What Changes After Reassignment​

Stage Preview (Section 4):

  • New maintainer's avatar appears in top right
  • Hover tooltip now shows new maintainer's name

Team Accordion Updates:

Team List (Expanded View):

  • All previous maintainers now appear in the list (even if they have no open tasks)
  • Star icon (⭐️) appears next to current maintainer
  • Checkmarked box icon with badge (e.g., ☑️ 5) appears next to team member(s) with open tasks
  • Previous maintainer remains in list with task badge if they still have open tasks

Team Accordion Header:

  • Active Contributors avatars update to show preview
  • Tooltip: "Active Contributors: There are [X] team members assigned work on this stage. To view all past and current contributors open this panel."

Example after reassignment:

  • Header avatars show: Previous maintainer (with 5 open tasks) + New maintainer
  • Expanded list shows:
    • New Maintainer (⭐️ star icon)
    • Previous maintainer (☑️ 5 badge for open tasks, "On Case Team")
    • Any other historical maintainers

Screenshot: case-page_team-accordion-after-reassignment_01.png

Important Note: Changing the stage maintainer is different from assigning individual tasks (see below).

Assigning Individual Tasks​

The stage maintainer can assign individual tasks to other team members without changing stage ownership.

To assign a task:

  1. Open the task in Task Detail Panel
  2. Click the "Assign" button
  3. Select assignee from team member list
  4. Task appears in assignee's Open tasks
  5. Maintainer retains overall stage responsibility

Key distinction: Stage maintainer ≠ Task assignee. The maintainer oversees the stage while specific tasks can be delegated to others.

Adding Team Members​

Typical workflow:

  1. Open the Team accordion
  2. Click "Add Team Member" or similar button
  3. Select user from organization directory
  4. Assign role (Maintainer or Assignee)
  5. Optionally assign specific tasks

Permissions required:

Removing Team Members​

Note: You cannot technically "delete" a case or completely remove historical team members. See "Reassignment vs Removal" below.

Reassignment and Dashboard Visibility​

How Reassignment Works​

When you reassign a task to another team member:

What happens:

  • The task moves from your "Open" tasks to the new assignee's "Open" tasks
  • The task is removed from your swimlanes (Past Due, Priority, Upcoming)
  • The case remains in your My Caseload view

Why: My Caseload shows all cases you've ever been actively involved in, not just current assignments. This preserves historical context and allows you to track cases you've worked on.

Swimlanes vs My Caseload: Understanding the Difference​

Swimlanes (Past Due, Priority, Upcoming)​

What they show: Cases with tasks currently assigned to YOU

Filter logic:

  • Only cases where you have open tasks
  • Organized by deadline status
  • Real-time updates when you complete or reassign tasks

When cases disappear: When you complete or reassign all your tasks on that case

My Caseload​

What it shows: All cases you've been actively involved in (current AND historical)

Filter logic:

  • Cases where you're currently assigned
  • Cases where you were previously assigned but reassigned tasks
  • Cases where you completed work in the past

When cases disappear: Never (unless case is archived or you never had active assignment)

Why this matters: Provides complete work history for tracking, reporting, and follow-up

For detailed My Caseload documentation, see My Caseload.

Case Status and Time-Based Changes​

Case status can change automatically based on time:

Example scenarios:

  1. Priority → Past Due

    • A case in your Priority swimlane passes its deadline
    • The case automatically moves to Past Due swimlane
    • No user action required—the system updates based on current date vs deadline

  2. Status refers to Group

    • Beyond swimlane position (Past Due/Priority/Upcoming), "status" typically refers to which Group the case is in
    • Groups represent major workflow phases
    • Group changes require explicit workflow actions (completing Next Stage Tasks)

For more on Groups and workflow structure, see Cases Overview - Understanding Workflow Hierarchy.

Case Permissions​

General permission concepts:

View permissions:

  • See case details and read-only information
  • View Team accordion and active contributors

Edit permissions:

  • Complete assigned tasks
  • Update task information
  • Add documents

Manage permissions:

  • Add or remove team members
  • Reassign tasks
  • Change case settings

Note: Permissions may vary by organizational role and case type.

Tips and Best Practices​

Coordinate with Team:

  • Check Team accordion before starting work to see who's assigned
  • Avoid duplicating effort by confirming task assignments
  • Communicate with Maintainer about workload distribution

Reassignment Strategy:

  • Reassign tasks promptly if you can't complete them by deadline
  • Choose assignees with appropriate expertise for the task type
  • Notify teammates when reassigning (don't assume they'll notice immediately)

My Caseload Management:

  • Use My Caseload to track all your historical case involvement
  • Use swimlanes to focus on current active assignments
  • Review Past Due swimlane regularly to avoid missed deadlines

Status Monitoring:

  • Cases can move from Priority to Past Due automatically based on time
  • Check swimlanes daily to catch time-based status changes
  • Past Due doesn't mean "failure"—it means "needs immediate attention"

Frequently Asked Questions​

Q: Can I delete a case from my caseload?​

A: No, you cannot technically delete cases. Cases remain in your My Caseload if you've ever been actively involved. However, you can reassign your tasks, which removes the case from your swimlanes while keeping the historical record in My Caseload.

Q: If I reassign all my tasks, will the case disappear?​

A: The case will disappear from your swimlanes (Past Due, Priority, Upcoming) but will remain in My Caseload because you were once an active contributor.

Q: What's the difference between Maintainer and Assignee?​

A: Maintainer is the primary case owner responsible for overall management and coordination. Assignees are team members assigned to specific tasks. One case can have one Maintainer and multiple Assignees.

Q: Why does case status change automatically?​

A: Swimlane position (Past Due, Priority, Upcoming) updates automatically based on current date vs task deadlines. This ensures you always see accurate urgency status without manual updates.

Q: What does "Active Contributors" mean exactly?​

A: Active Contributors are team members currently assigned to work on the case (Maintainer + Assignees). This matches what appears on case cards in Dashboard views.