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How One State’s Department of Social Services Improved Case Management

Petra Eimiller
05 May, 2022

One large state’s Department of Social Services was struggling with managing cases. The department’s case management technology was not keeping up with the volume of inquiries, requests, or issues and had no way to give departmental groups insight into a case after it had “left” their group but was still active within the department.

This caused employees to depend on manual processes to manage cases, which caused duplication of effort and eventually led to lack of efficiency and worse, a threat to continuum of care and outcomes. The department needed government case management technology that could support the management of all inbound and outbound cases from intake through closeout.

State governments carry many responsibilities–including the health and welfare of the people they govern. Across the nation, social services departments struggle to do a lot with limited resources and funds. And that situation has only gotten worse with the nationwide employee shortage, where governments are no exception. What is the solution?

The right technology improves processes while protecting the standard of care

Governments and agencies like this one depend on specialized processes to manage cases, participants, outcomes, and other requirements. Manual, paper-based processes or outdated, ill-equipped technology simply exacerbate an already complicated network of care, resulting in duplication of effort and errors, impeding workers’ ability to do what they are committed to doing–providing a high standard of care and working for positive outcomes.

Technology must support a client-first focus

Case management technology needs to, first and foremost, support processes that put the client first. Intake, assessments, and personalized action plans improve client service and the client’s experience. Part of that support includes:

  • Being cloud-based for supporting people in the field and protecting sensitive data
  • Providing access to baseline and milestone data, which can be used to provide outcome reports to funders and act on trends to improve program and service performance
  • Offering a robust, flexible framework that supports growth, a wide variety of programs and enables rapid onboarding of new services while providing program-specific workflows and data collection requirements

The state government discussed above accomplished their case management goals with technology that provided an updated, easy to use interface that enables staff to communicate more effectively and get the insights they need to manage larger caseloads and produce better outcomes.

On-Demand Webcast: How Governments are Empowering Self-Sufficiency with Microsoft Case Management Technology

Are you ready to re-visualize government case management? Watch this recorded webinar where Microsoft and HSO discussed how Microsoft’s Case Management solutions for government that can tackle any need, from housing to job placement and more for better client experience, case outcomes, and overall quality of care.

Watch the On-Demand Webcast

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