Case Management

ICM focuses on four key areas that are common to the case management process. These areas include:

• User Interfaces
  These tools are the user’s access to view and navigate the system based upon approved permission levels. Users can include case workers, managers, clients, authorized representatives and others with a need and permission rights to access information specific to the case or the client.
• Case Assistants
  Components that are universal to the system and assist the user in managing their workload. These components support content and evidence management, the Day Timer and communication management along with other procedures that are integral to the agency’s business process requirements.
• Case Productivity Tools
  Provide a variety of tools that support and extend the various business processes involved in the case processing or case management environment. Some of these functional components are Evidence Gathering, Task and Workflow management and Scheduling.
• Reporting
  A robust reporting module that will allow all levels of a business to add a rich variety of reports to their case management system. Graphical, Statistical and ad hoc reporting are just a few examples of reporting thru ICM.

• Accessibility
  508-compliant and specifically designed to meet the needs of users with disabilities; and, is compatible with leading accessible technologies such as JAWS, MAGic and Dragon.
• Appeals
  Enables the oversight of the process for an appealed case.
• Appointment Scheduling & Calendaring
  Provides a tool for scheduling appointments and other work activities.
• Client Portal
  Allows the client to sign in and view the status of his or her case, see any upcoming appointments, and correspond with the caseworker.
• Content/Evidence Management
  Enables a user to create, store, and retrieve electronic documents, videos, pictures, and audio files, by client, case, or other key information.
• Correspondence Wizards
  Utilize standard letter and e-mail generation templates, as well as custom options.
• Fiscal Management
  Simplifies the management of remuneration authorization for vendors and clients.
• Forms
  Enables the definition of forms and wizards to facilitate data entry and form modifications.
• Order Entry
  Easily manage vendor orders for goods and services.
• QA/Sampling Management
  Captures user performance metrics while allowing for the oversight and sampling of cases.
• Reporting
  Provides a variety of reporting tools to assist in the day-to-day user activities and decision-making processes.
• Scalability
  Offers a solution that can readily scale to meet the needs of small and large operations.
• Task & Workflow
  Define automated case and task flow activities to direct open items to the appropriate entity for resolution.
• To Do List
  Provides a case worker with a mechanism for prioritizing cases or items that require attention or action.
• User Interface
  Easily handle authentication of a user while managing permissions and security throughout the system. This feature also enables a user to customize the system behavior to his or her taste.
• Work Queue
  Provides a path for the transmission of work units on cases.