Case Management Guide for Helpline Operators

Complete guide to creating, documenting, and managing cases from first contact through resolution.

Understanding Cases

What is a Case?

A case is an official record of any incident or interaction that requires intervention, follow-up, or documentation beyond a simple information inquiry.

Case Components:

• Reporter: Person reporting the issue
• Client(s): Child or person receiving help
• Perpetrator(s): Person causing harm (if applicable)
• Case Details: Narrative, category, priority
• Activities: All actions taken on the case
• Files: Supporting documents or evidence

When to Create a Case

✅ Create a Case For:

• Child protection concerns
• Abuse or violence (physical, sexual, emotional)
• Neglect situations
• Mental health crises
• Situations requiring follow-up
• Referrals to other services
• Any VAC (Violence Against Children) or GBV (Gender-Based Violence)

❌ Don't Create a Case For:

• General information requests
• Wrong numbers
• Prank calls
• Simple directory assistance

Rule of Thumb: When in doubt, create the case. It's better to document than miss something important.

Creating a Walk-In Case

Step 1: Register the Walk-In

1. Click "Walk In" button (green, top right of screen)
2. Navigate to "Activities" tab
3. Click "New Reporter"

Step 2: Enter Reporter Information

Required Fields (marked with *):

• Name: Full name of person reporting
• Age or Date of Birth or Age Group: Their age information
• Location: Where they're from (dropdown)
• Sex: Male/Female (dropdown)

Optional but Recommended:

• Nearest Landmark: Helps locate them
• Nationality: Country of origin
• Phone Number: Primary contact
• Alternative Phone: Backup contact
• Email: If they have one

Tips:

• Use clear, correct spelling for names
• Double-check phone numbers
• Ask for landmark details - helps follow-up

Click "Create" when complete.

Step 3: Create the Case

After creating reporter, system shows case form:

Reporter Section:

• ✅ Check "Reporter is also a Client" if the person reporting is the victim/client themselves
• Otherwise, you'll add client separately

Required Case Information:

1. Case Category* (dropdown)

   • Non-Interventions
   • Information Inquiry
   • Abuse & Violence
   • Counselling
   • Mental Health
   • (Other categories based on your helpline's setup)

2. Is this Case GBV Related?* (radio buttons)

   • Yes / No
   • GBV = Gender-Based Violence

3. Case Narrative* (text area)

   • Write detailed description of the situation
   • Include: What happened, when, who's involved, current status
   • Be objective - record facts, not opinions
   • Include caller's own words when important

4. Case Plan (text area)

   • What actions will be taken
   • Referrals needed
   • Follow-up schedule
   • Expected outcomes

Step 4: Add Client Information

If reporter is NOT the client:

1. Click "Add a Client"
2. Fill in client details:
   • Name
   • Age
   • Sex
   • Location
   • Contact information (if available)
   • Relationship to reporter

For Child Protection Cases: Always add the child as a client, even if parent is reporting.

Step 5: Add Perpetrator (If Applicable)

If there's an identified perpetrator:

1. Click "Add a Perpetrator"
2. Fill in available information:
   • Name (if known)
   • Relationship to client
   • Any identifying details
   • Location

Safety Note: Only record information you have. Never guess or make assumptions.

Step 6: Attach Files

If you have supporting documents:

1. Click "Attach a File"
2. Choose file from your computer
3. Upload (photos, documents, reports, etc.)

Privacy: Ensure all files are properly secured and only contain necessary information.

Step 7: Complete Additional Sections

Services Offered (dropdown):

• Select what services you're providing or referring
• Can select multiple

How did you know about 116? (dropdown):

• Track how clients learn about helpline
• Helps with outreach planning

Step 8: Save the Case

1. Review all required fields (marked with *)
2. Check information for accuracy
3. Click "Save" or "Submit" (bottom of form)
4. Note your Case ID number

Case ID: Every case gets a unique ID (e.g., "KE-CHL-2025-001234"). Write this down - you'll need it for follow-ups.

Creating a Phone Call Case

During or After the Call

If call needs a case:

1. Click "New Case" button

2. System auto-populates:

   • Source: "call"
   • Source UID: Call identifier
   • Reporter phone number
   • Date/time

3. Complete remaining information (same as walk-in steps above)

Advantage: Phone cases automatically link to call records, making tracking easier.

Managing Existing Cases

Finding a Case

Method 1: Cases List

1. Click "Cases" in sidebar
2. Browse the list
3. Click on any case to open it

Method 2: Search

1. Click "Cases" in sidebar
2. Click "Search" button
3. Enter: Case ID, name, phone number, or date
4. Click search result to open

Viewing Case Details

When you open a case, you see:

Header Information:

• Case ID and status
• Priority level
• Created date and by whom

Tabs:

• Case Details: Main information
• Activities: Timeline of all actions
• Files: Attached documents
• Related: Links to other cases

Adding Case Activities

Every action on a case should be logged:

To Add Activity:

1. Open the case
2. Click "Add Activity"
3. Select activity type:
   • Phone call made
   • Home visit
   • Referral sent
   • Follow-up completed
   • Meeting held
   • Email sent
4. Enter details and notes
5. Save

Why This Matters: Complete activity history shows case progress and helps other operators if they take over.

Updating Case Information

To Update a Case:

1. Open the case
2. Click "Edit" (if available)
3. Modify necessary fields
4. Add update note explaining changes
5. Save

Common Updates:

• Change priority level
• Update status (Open → Escalated → Closed)
• Add new information
• Update contact details

Case Priorities

Priority Levels

High Priority (3):

• Immediate danger
• Child at risk now
• Emergency intervention needed
• Response time: Same day

Medium Priority (2):

• Serious concern but not immediate danger
• Needs attention within 2-3 days
• Response time: 48-72 hours

Low Priority (1):

• Follow-up needed
• Non-urgent matters
• Information and referral
• Response time: Within a week

Setting Priority

Consider:

• Severity of situation
• Immediacy of risk
• Age of child (younger = higher risk)
• Presence of immediate threat
• Support systems available

Can Change: Priorities can be adjusted as situations evolve. Always update if circumstances change.

Case Status Types

Status Options

Open:

• Case is active
• Work in progress
• Needs follow-up

Escalated:

• Requires supervisor involvement
• More complex intervention needed
• Transferred to specialized team

Closed:

• Case resolved
• No further action needed
• Proper closure documented

Closing a Case

Before Closing, Ensure:

• ✅ All planned activities completed
• ✅ Client situation resolved or stabilized
• ✅ Referrals made and confirmed
• ✅ Follow-up completed
• ✅ All documentation complete

To Close a Case:

1. Open the case
2. Change status to "Closed"
3. Select closure reason:
   • Successfully resolved
   • Referred to another service
   • Client no longer needs help
   • Unable to contact client
4. Write closure summary
5. Save

Closure Summary Should Include:

• Final outcome
• Actions taken
• Referrals made
• Client's current status
• Any recommendations

Documentation Best Practices

Writing Case Narratives

Good Example:

"Mother reports 12-year-old daughter Maria has been withdrawn for 3 weeks. Maria stopped attending school on Sept 15. Mother states Maria cries frequently and refuses to talk about what's wrong. Family lives in Kibera. No known history of abuse. Mother requests counseling referral."

Poor Example:

"Mom called about sad kid. Needs help."

Key Principles:

• Be specific: Include names, ages, dates, locations
• Be objective: Record facts, not interpretations
• Be complete: Answer who, what, when, where, why
• Be professional: Use proper language, check spelling
• Be confidential: Only record relevant information

Using Proper Language

DO Use:

• "Client reports..."
• "Mother states..."
• "Child disclosed..."
• "Visible injuries observed..."

DON'T Use:

• "I think..."
• "Maybe..."
• "Probably..."
• Personal judgments

Protecting Privacy

Always:

• Use system's secure storage
• Only share with authorized personnel
• Redact unnecessary identifying details in reports
• Follow data protection policies

Never:

• Discuss cases outside work
• Share client information on personal devices
• Leave case files open on shared computers
• Email case details without encryption

Referrals and Follow-Ups

Making Referrals

When client needs external services:

1. Identify appropriate service:

   • Police (criminal matters)
   • Hospital (medical care)
   • Mental health clinic
   • Legal aid
   • Shelter/safe house

2. Document referral in case:

   • Where referred
   • Contact person
   • Date of referral
   • Referral reason

3. Follow up:

   • Confirm client received service
   • Document outcome
   • Adjust case plan if needed

Scheduling Follow-Ups

To Schedule:

1. Open the case
2. Click "Add Activity"
3. Select "Follow-up" type
4. Set date and time
5. Add reminder note
6. Save

System will alert you when follow-up is due.

Follow-Up Checklist:

• Has situation improved?
• Were referrals successful?
• Does client need additional support?
• Update case status
• Schedule next follow-up if needed

Working with Different Case Types

Abuse & Violence Cases

Extra Precautions:

• Document everything in detail
• Note exact words used
• Record visible injuries
• Assess immediate safety
• Follow mandatory reporting laws
• Contact supervisor if unsure

Mental Health Cases

Key Actions:

• Assess immediate risk (self-harm, suicide)
• Use mental health screening tools (if trained)
• Provide crisis counseling numbers
• Refer to psychiatric services
• Schedule quick follow-up (24-48 hours)

Information Inquiry

Quick Cases:

• May not need full case documentation
• Record as disposition instead
• Create case if follow-up needed
• Provide accurate information
• Note what information was given

Common Challenges

Challenge 1: Incomplete Information

Problem: Caller won't or can't provide full details

Solution:

• Record what you have
• Note what's missing
• Set follow-up to gather more information
• Use "Unknown" or "Not Disclosed" fields
• Don't make up information

Challenge 2: Multiple Issues in One Call

Problem: Caller reports several different problems

Solution:

• Prioritize by severity
• May need multiple cases
• Link related cases together
• Address immediate crisis first
• Schedule follow-ups for other issues

Challenge 3: Language Barriers

Problem: Can't understand caller

Solution:

• Use translation features
• Find colleague who speaks language
• Use simple words and gestures (walk-ins)
• Document language used
• Arrange interpreter for follow-up

Challenge 4: Emotional Callers

Problem: Caller too distressed to provide information

Solution:

• Allow time to calm down
• Focus on immediate safety first
• Get basic information only
• Schedule callback when caller is calmer
• Document emotional state

Quality Checklist

Before saving any case, verify:

• [ ] All required fields completed
• [ ] Names spelled correctly
• [ ] Contact information accurate
• [ ] Case narrative is clear and detailed
• [ ] Priority level appropriate
• [ ] Client information added (if applicable)
• [ ] Services offered selected
• [ ] Follow-up scheduled (if needed)
• [ ] All activities documented
• [ ] Files attached (if applicable)

Quick Reference - Case Creation Steps

Step	Action	Time
1	Click "Walk In" or "New Case"	5 sec
2	Create/Select Reporter	1-2 min
3	Enter case details	3-5 min
4	Add clients/perpetrators	2-3 min
5	Attach files (if needed)	1 min
6	Complete additional sections	1-2 min
7	Review and save	30 sec
Total	8-15 minutes per case

Getting Help

If You Need Assistance:

• Supervisor: Complex cases, escalations
• Senior Operator: Quick questions
• IT Help Desk: System problems
• Training Materials: Review case management protocols

Emergency Cases: Always contact supervisor immediately for cases involving immediate danger.

Next Steps

• Daily Workflow Guide - Your daily routine
• Using AI Features - How AI helps with documentation

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Remember: Good case documentation can be the difference between a child getting help or falling through the cracks. Take your time and be thorough.