Case management is an approach to resolving issues on a case-by-case basis, rather than a one-size-fits-all system. It’s most common in the legal, healthcare, and insurance industries, but it’s also used by human resources teams to resolve employee relations issues. Case management solutions are especially suitable for situations that involve multiple sources of information and require some degree of decision-making.
Let’s explore how case management workflows fit into your HR processes, and how to use case management software to streamline your casework.
In human resources, a case management workflow is a process that HR team members follow when handling specific employee relations or HR issues. This might take the form of an online ticketing platform or another case management system. Usually, each case is assigned to a case manager or agent who sees it through to completion.
A case management workflow describes the steps involved in reaching a specific goal, such as filing a workers’ compensation claim. Crucially, case management workflows must be dynamic and flexible to account for unpredictable or complex processes.
Case management differs from other types of workflow management, such as business process automation (BPA). Business process automation focuses on consistent and repeatable steps that don’t involve much variation or require much human input.
For example, the employee onboarding process will look similar for all new hires. The focus is on the process or the outcome, not on the individual circumstance.
A workplace incident, on the other hand, is a unique event that needs to be addressed individually. While you may still rely on a standardized framework or template for each type of incident, case management allows for a more adaptable response.
Case management workflows can help eliminate bottlenecks and improve the employee or customer experience. But which case management system is right for your HR team? Here are three examples of case management workflows in action.
From employee complaints to routine service requests, case management solutions can reduce response times and improve resolution rates. Your case management workflows might revolve around a ticketing system or help desk. Employees can submit requests, which are then routed to the most appropriate team member for prompt resolution.
You can also use your case management system for incident investigations — attaching supporting documents or evidence to each case — or for taking disciplinary action.
Workers’ compensation cases often involve multiple stakeholders, including healthcare professionals, insurance companies, and the injured worker themselves. With workers’ comp case management, a dedicated case manager is assigned to each case to facilitate communication between stakeholders and track the insurance claim.
Pulpstream’s user-friendly platform also provides leave of absence management tools so you can track the employee’s absence and facilitate their return to work.
Employees with a qualifying disability may be entitled to reasonable accommodation as defined under the Americans with Disabilities Act (ADA). This could be anything from a separate workspace to a flexible schedule or a leave of absence from work.
Complying with the ADA involves navigating the ADA interactive process and following up with the employee to ensure a satisfactory outcome. By using a case management workflow, you can track each accommodation and maintain an audit trail for it.
Optimizing case management workflows allows you to simplify processes and automate routine tasks. It also enables you to track key metrics like case resolution rates. These features of case management systems offer some of the most immediate benefits.
Traditional BPA workflows are designed to be so predictable that they can be performed by anyone on your team. Case management solutions are all about assigning the most appropriate team member to each case. With automated task routing, you can do that automatically, speeding up the time it takes to resolve more complex cases.
Some types of cases, such as workplace investigations, require the collection of case information, including witness statements or photographic evidence. Cloud-based tools like Pulpstream allow you to store that information in the cloud, so it’s readily available to any agent working on the case — and protected from unauthorized access.
Keeping stakeholders up-to-date on the process is one of the most important elements of case management. With case management tools, you can centralize communications and avoid important information getting lost in the mix. For example, Pulpstream sends automatic notifications by email or SMS whenever there’s new activity on a case.
Whether you’re just starting out with case management, or want to optimize an existing process, follow these three steps to improve and streamline your workflows.
First, determine which HR processes will actually benefit from case management. If a workflow can be completed quickly and without much decision-making, it may not be necessary to create a case management workflow. Creating a case for every minor issue can result in a ticket backlog for your entire team.
On the other hand, if you’re still relying on printed paperwork and manual processes, it may be time to consider a digital transformation of your business. Use a workflow chart to identify bottlenecks and look for the most time-consuming tasks that you can digitize and automate. Then, decide which ones call for a case management solution.
Next, choose the right case management tool. While many cloud-based providers offer similar solutions, each has its own set of features and functionality. Look for a platform that integrates with your existing tools, and has a pricing plan that you can afford.
For example, Pulpstream is a low-code platform with a configurable interface that even less technical members of your team can use. It also comes with desktop and mobile apps so you can use it on a range of devices and even access it offline.
Finally, don’t lock yourself into a particular workflow or assume that the first workflow you create is the most effective solution. Review your workflows from time to time to ensure that they’re up-to-date and meeting the needs of your end-users.
Pulpstream’s built-in dashboards allow you to track and view key metrics in real-time, such as response times and case resolution rates. Use these insights to shape your case management workflows and increase employee or customer satisfaction.
Case management is a method for resolving issues on an individual basis, usually by creating a ticket and assigning it to a case manager. Case management differs from workflow management in that the emphasis is on adapting to each case, rather than creating a standardized process. HR teams can use case management workflows to address employee complaints, file workers’ compensation claims, and more.
Modern case management systems like Pulpstream offer a digital solution to an age-old problem. Instead of fielding each case manually, you can use automatic routing to direct each case to the right agent, and automatic notifications to keep stakeholders informed. Plus, you can use data analytics to inform your decision-making along the way.
Pulpstream’s cloud-based tools take the hassle out of case management by digitizing and automating HR workflows. Request a demo today to see how!