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Cases Overview

Last Updated: November 25, 2025
Document ID: UG-CASE-001
Version: 1.0

Overview​

Cases are the foundation of your work in Conduit—each case represents a client's journey through a care coordination process. From creation to completion, cases track all the work you do, the deadlines you manage, and the outcomes you achieve. Think of a case as a comprehensive record that connects your clients, your team's tasks, and your organization's workflows into one organized package.

Why use Cases:

  • Organize client work - Keep all client information and activities in one central location
  • Track progress - Monitor where each client is in their care journey
  • Coordinate teams - Assign tasks and responsibilities across multiple contributors
  • Meet compliance requirements - Document all actions and maintain audit trails
  • Measure outcomes - Track completion rates and case metrics

Key Terms​

TermDefinition
CaseA client's journey through a care coordination process with associated tasks and deadlines
Process FlowStructured workflow template that defines stages, tasks, and rules for a specific type of care
Case StatusCurrent state in the workflow (e.g., Active, On Hold, Closed)
Process StageSpecific step within a Process Flow where work is currently focused
Assigned TaskWork item assigned to a team member within a case
Case OwnerPrimary person responsible for managing and coordinating a case
Active ContributorsTeam members currently assigned tasks within a case
Client ProfileDemographics and contact information for the individual receiving services
Safe ModePrivacy setting that hides client names from view

Scope​

This guide covers:

  • Understanding case structure and components
  • Episode/Group/Stage/Task hierarchy
  • Process flow concepts
  • Basic case terminology

This guide does NOT cover:

Who should use this guide:

  • Anyone new to Conduit who wants to understand what a "case" is
  • Case Managers learning the Episode/Group/Stage/Task hierarchy
  • Care Coordinators understanding process flow concepts
  • Supervisors needing conceptual knowledge before diving into UI details

What you need before starting:

  • None - this is a conceptual guide suitable for all users

How To Work With Cases​

Understanding Workflow Hierarchy​

Conduit organizes case work using a four-level hierarchy. Understanding this structure helps you navigate case information and understand how work flows through the system.

The Four Levels:

Episode
  └── Group
       └── Stage
            └── Task

Episode​

  • Definition: The top-level container for a case's workflow journey
  • When it begins: Created when a case is first started
  • What it contains: One or more Groups
  • Where you see it: In the History view, which shows the full episode timeline

Example: A client's entire journey through a housing assistance program represents one episode.

Group​

  • Definition: A container within an episode that organizes related stages
  • Purpose: Groups logically related workflow steps together
  • What it contains: Multiple Stages
  • Where you see it: In Process Status Chips (Section 3 of Case Page) and History view

Example: In a housing program, you might have groups like "Initial Assessment," "Service Delivery," and "Case Closure."

Stage​

  • Definition: A specific step within a Group where work is currently focused
  • Purpose: Represents a distinct phase of work with defined tasks
  • What it contains: Multiple Tasks that must be completed
  • Progress tracking: Stage-level completion percentage shows progress across ALL users working on tasks in that stage (not just your own tasks)
  • Where you see it: Case cards, Case Page header, Stages tab

Example: Within the "Initial Assessment" group, stages might include "Intake Interview," "Documentation Review," and "Eligibility Determination."

Task​

  • Definition: An individual work item within a Stage
  • Purpose: Atomic unit of work assigned to specific team members
  • Types: 5 task types supported (Checklist, Document Upload, Date Entry, Outcome, Next Stage)
  • Assignment: Tasks are explicitly assigned to individual users
  • Where you see it: Task Management accordion, Task Detail Panel

Example: In the "Intake Interview" stage, tasks might include "Complete intake form," "Upload ID documentation," and "Set follow-up date."

Understanding Progress:

  • Task Progress: Individual task completion (0% → 100%)
  • Stage Progress: Percentage of all tasks completed in a stage, calculated globally across all assigned users
  • Case Progress: Overall advancement through the workflow from start to finish

💡 Tip: When you see task progress percentages, remember they reflect the entire stage's progress, not just your assigned work. This helps teams coordinate and understand overall case status.

History View:

The History feature (accessed from Stage/Task/History Header) shows this complete hierarchy:

  1. Click "History" tab in Case Page
  2. View Episode → Group → Stage → Task progression
  3. See what was completed, when, and by whom
  4. Navigate through the timeline to understand case progression

For more details on using the History feature, see Case Page Overview.

6.1 Understanding Case Structure​

Cases in Conduit follow a standardized structure that keeps client information organized and accessible.

Core Case Components:

  1. Client Information

    • Name, contact details, and demographics
    • Protected by Safe Mode privacy settings
    • Hidden from unauthorized users

  2. Process Flow Assignment

    • Defines which workflow template the case follows
    • Determines available stages, tasks, and transitions
    • Cannot be changed once case is created

  3. Current Stage & Status

    • Shows where the case is in the workflow
    • Indicates whether case is Active, On Hold, or Closed
    • Updates automatically as work progresses

  4. Tasks & Deadlines

    • Work items assigned to team members
    • Due dates for case milestones
    • Completion tracking and history

  5. Team Assignments

    • Maintainer (primary coordinator)
    • Active Contributors (team members with assigned tasks)
    • Viewing permissions for supervisors

  6. Activity Timeline

    • Chronological record of all case actions
    • Audit trail for compliance
    • Task completions, status changes, and notes

💡 Tip: Understanding this structure helps you quickly locate information and navigate complex cases efficiently.

6.2 Accessing Cases​

You can access cases from multiple locations within Conduit depending on your workflow needs.

From the Dashboard:

  1. Navigate to the Dashboard (click the 4-square grid icon in the left toolbar)
  2. Locate the case card in any swimlane (Past Due, Priority, or Upcoming)
  3. Click anywhere on the case card to open the full case view

From the Cases List View:

  1. Click the Main Navigation Menu (☰ icon in top-left)
  2. Select Cases from the navigation sidebar
  3. Browse or search for your case
  4. Click the case row to open

📘 Learn more: See Dashboard: My Overview for navigating case cards.

6.3 Reading Case Information​

When you open a case, the interface displays comprehensive information organized into logical sections.

Case Header Information:

  • Client Name - Displayed prominently at top (hidden in Safe Mode)
  • Process Flow Type - Shows which workflow template is being used
  • Case Status Badge - Visual indicator (Active, On Hold, Closed)
  • Case Owner - Name and profile picture of primary coordinator
  • Process Stage - Current step in the workflow

Case Details Panel:

The main content area shows:

  • Tasks Section - All assigned work items with deadlines and assignees
  • Client Profile - Demographics, contact info, and relevant background
  • Timeline - Activity history and audit trail
  • Contributors - Team members with active assignments
  • Notes - Case documentation and communication

💡 Tip: Use the tabs at the top of the case view to switch between Tasks, Timeline, and Client Profile sections quickly.

6.4 Understanding Case Status​

Case status indicates the current state and determines what actions are available.

Status Types:

StatusMeaningTypical Use
ActiveCase is in progress, work is ongoingNormal operational state
On HoldCase is paused, waiting for external factorClient unavailable, pending documentation
ClosedCase is complete or discontinuedServices completed, client withdrew, transferred

Status Indicators:

  • Colored badge appears next to case name in header
  • Green = Active
  • Yellow = On Hold
  • Gray = Closed

Status Behavior:

  • Active cases appear in Dashboard swimlanes
  • On Hold cases remain in swimlanes but display hold icon
  • Closed cases are removed from Dashboard (viewable in Cases list with filter)

6.5 Viewing Active Tasks​

Tasks drive case progress—each task represents work that needs completion to move the case forward.

Task Information Displayed:

  • Task Name - Brief description of work required
  • Assignee - Team member responsible for completion
  • Due Date - Deadline for task completion
  • Status - Not Started, In Progress, Complete
  • Priority Level - Urgency indicator if applicable

How to view tasks:

  1. Open the case (from Dashboard or Cases list)
  2. Navigate to the Tasks tab (usually default view)
  3. Tasks appear grouped by process stage
  4. Scroll to see all tasks in the case

Task Organization:

  • Tasks are sorted by due date (earliest first)
  • Overdue tasks appear at the top with red indicator
  • Completed tasks show checkmark icon
  • Your assigned tasks are highlighted

💡 Tip: Click on any task row to see detailed instructions, completion notes, and history.

📘 Learn more: See Task Management for working on tasks.

6.6 Navigating Between Cases​

Efficient navigation between cases helps you maintain productivity.

Quick Navigation Methods:

  1. Browser Back Button

    • Returns to previous view (Dashboard or Cases list)
    • Maintains filter and scroll position

  2. Dashboard Button

    • Click 4-square grid icon in left toolbar
    • Returns to Dashboard Overview tab
    • Keeps swimlane organization

  3. Cases List

    • Click Cases in Main Navigation Menu (☰)
    • Shows all cases with filters and search
    • Click any case to open

  4. Breadcrumb Navigation

    • Appears at top of case view
    • Shows: Dashboard > Cases > [Case Name]
    • Click any breadcrumb to navigate up

💡 Tip: Use keyboard shortcut Alt + ← (Windows) or Cmd + ← (Mac) to go back to previous view quickly.

Frequently Asked Questions​

Q: How do I know which cases are assigned to me?​

A: The Dashboard automatically shows all cases where you're either the Case Owner or have assigned tasks. Your assigned tasks within each case are highlighted with a colored indicator next to your name.

Q: What's the difference between Case Owner and Active Contributors?​

A: The Case Owner is the primary coordinator responsible for the overall case—usually the person who created it or was assigned as the main point of contact. Active Contributors are any team members with assigned tasks currently in progress on that case. One person can be both.

Q: Can I see cases where I'm not assigned?​

A: It depends on your permissions. Supervisors and administrators can typically view all cases in the workspace. Case Managers and Coordinators usually see only their assigned cases. Contact your system administrator if you need broader access.

Q: Why can't I see the client's name?​

A: Safe Mode is enabled on your account. This privacy feature hides client names and displays "_**_" instead. To disable Safe Mode (if you have permission), go to User Settings > Privacy > Safe Mode and toggle it off.

Q: How do I find a specific case quickly?​

A: Use the search function in the Cases list view. You can search by:

  • Client name (if Safe Mode is off)
  • Case ID number
  • Process Flow type
  • Case Owner name
  • Date range

Apply filters to narrow results by status, process flow, or assignment.

Q: What happens when a case is closed?​

A: Closed cases are removed from the Dashboard but remain accessible in the Cases list with the "Closed" filter applied. All case information, timeline, and history are preserved for record-keeping and compliance. Closed cases cannot be edited without first reopening them.

Q: Can I reopen a closed case?​

A: Yes, if you have the appropriate permissions. Open the closed case from the Cases list, click the status badge, and select "Reopen Case." The case will return to Active status and reappear in your Dashboard.

What's Next?​

Now that you understand case basics, explore these guides to work with cases effectively:

Quick Tips for Success:

  • Check your Dashboard daily to identify urgent cases
  • Keep case information current by updating as situations change
  • Document important notes in the Timeline for team visibility
  • Communicate with Case Owners when you complete tasks
  • Use filters in the Cases list to organize your workload

Need Help?​

Can't find what you're looking for?

  • Check the Dashboard: My Overview for viewing cases at a glance
  • Review Task Management for working on case tasks
  • Contact your supervisor or system administrator for permission issues
  • Refer to your organization's process documentation for workflow-specific questions