Making the Most of Your Case Management System and Staff Resources

Recently, I was talking to an immigration attorney about the rather broad concept of data management. While that might sound like a very dry topic, this attorney was quite passionate in his desire to improve the flow of information between his office and his foreign national (FN) clients. In essence, he felt that his staff members spent most of their time drowning in information-overload rather than working on the actual benefit applications and petitions. Fortunately, we came with up some great ideas to streamline his processes through case management technology and internal best practices. Do you find yourself in a similar quandary? If so, read on for some tips and ideas. We begin with some self-analysis. What is one of the single most effective tools your case management system offers for improving the efficiency of your data collection process? How can you gather information needed for forms and documents quickly from your clients without using insecure methods such as e-mail? How can you reduce phone calls to your office to inquire about case status? How can you provide a self service center for your clients to understand their case needs, access receipts and check case status? How can you elevate your staff into becoming case managers rather than data entry clerks?  All of these items are accomplished by having your clients login to the web portal of your case management system. Gathering the needed information in order to process a case is a time consuming endeavor. Basic personal information must be collected along with specialized data called for by the specific matter you are managing for your client. Often depending on the type of case you will also need to consider additional documentation requested by the various government forms you will be working with. This data requirement is multiplied when the family of the client is seeking benefits as well. Tracking this process and insuring timeliness of completion can be challenging when performed as part of a manual “data entry” process. By utilizing the client or “employee” interface offered in the EDGE system your foreign national clients become active participants in their case preparation. Simple to use questionnaires guide the User through a series of questions tailored to their specific case needs.  A complete list of required documents along with specific instructions can be viewed by the client and documents can then be electronically uploaded to your system. After completion of these initial steps, forms can be provided for the client to review, download and print. The client can also login periodically to check case progress, often saving both you and the client time otherwise spent on the phone providing status updates. All of this is done through a secure interface designed to protect your client’s personal information. If your organization has hesitation about activating these tools for your employee/FN clients, our advice is to choose one or two clients to start with and roll out the process slowly. Once you see the dramatic time savings with this small group and the benefits your clients receive, you will never look back at your previous manual process. Your staff will be able to quickly transition to true case managers from part-time data entry clerks. Be sure to contact your EDGE customer support department for help in configuring and setting up your site for optimal results. Want to learn more about how LawLogix EDGE can help streamline data entry? Current EDGE clients can contact Customer Support here or by calling us at 602-357-4240 ext. 2 for complete details.  New clients interested in learning more the LawLogix EDGE system can contact us here or call 602-357-4240 ext. 1.  Also, please visit our website at www.lawlogix.com for general information.