Automatic assignment of cases to case managers based on workload

Purpose

1.1. Automate the allocation of missing person cases to case managers for faster response and balanced workload.
1.2. Automatically monitor new incoming cases and match them with available case managers, considering caseload, specialty, and priority.
1.3. Automating case assignment eliminates manual errors and subjectivity, leading to efficient social services delivery and quicker resolution.
1.4. Ensure no case is neglected due to staff overload or manual oversight, automating check-ins and re-allocation when thresholds are breached.

Trigger Conditions

2.1. New missing person report submitted via form/portal.
2.2. Case manager status or caseload changes in database.
2.3. Priority or escalation tags applied to existing cases.
2.4. Automated scheduler checks for overdue or unassigned cases at set intervals.

Platform Variants

3.1. Salesforce
• Feature/Setting: Assignment Rules (Cases) — Automate case routing using Case Assignment Rules; auto-update Owner field.
3.2. Microsoft Power Automate
• Feature/Setting: Automated Flow with Dataverse trigger — Auto-route new Dataverse case records to managers.
3.3. Zapier
• Feature/Setting: Webhook + Filter + Update Record — Detect new cases and automate manager assignment in supported CRMs.
3.4. Monday.com
• Feature/Setting: Automations (“When status changes…” or “When item created…”) — Auto-assign case manager column.
3.5. ServiceNow
• Feature/Setting: Assignment Rules (Business Rules) — Automate workload distribution in Incident or Custom Case tables.
3.6. HubSpot
• Feature/Setting: Workflows (Ticket/Deal assignment) — Trigger automation for round robin assignment.
3.7. Airtable Automations
• Feature/Setting: “When record created” trigger — Automate formula/script to allocate case manager based on workload.
3.8. Google Workspace (Apps Script)
• Feature/Setting: Apps Script — Automate assignment logic linked to Sheets/Forms and Gmail notifications.
3.9. Asana
• Feature/Setting: Rules (“Task added to...” → “Assign to...”) — Automatedly assign team members to new cases.
3.10. Smartsheet
• Feature/Setting: Automation Workflow — “Assign People” when a new row (case) is added.
3.11. Trello
• Feature/Setting: Butler Automation — Automatedly assign member when card with “Case” label is created.
3.12. Jotform
• Feature/Setting: Approval Flows + Email/Assignment — Auto-assign form submissions to staff members.
3.13. Freshdesk
• Feature/Setting: Supervisor Rules — Automate ticket/case assignment based on agent workload or skills.
3.14. Zendesk
• Feature/Setting: Triggers + Group Routing — Automated function to allocate cases to least loaded agents.
3.15. ClickUp
• Feature/Setting: Automations (“When task created” → “Assign to custom logic”) — Automate load-balancing.
3.16. Pipedrive
• Feature/Setting: Workflow Automations — Auto-assign deals/cases based on custom criteria fields.
3.17. Intercom
• Feature/Setting: Automation Rules — Assign new cases by workload, topic, or shift.
3.18. Notion
• Feature/Setting: API Integration with external automator — Assign tasks based on custom properties and quotas.
3.19. Wrike
• Feature/Setting: Automation Engine — Automatedly distribute new cases/projects to managers.
3.20. Slack (with Workflow Builder or integration)
• Feature/Setting: Workflow (Form submission) triggers message & assignment in case manager channels.

Benefits

4.1. Automates fair case distribution, preventing overload of case managers.
4.2. Automated approach reduces manual errors, increasing efficiency in case management workflows.
4.3. Automating assignments improves response times and overall case resolution rates.
4.4. Case managers benefit from automated transparency in assignments and caseload management.
4.5. Centralized, automated workflow increases auditability and reporting on assignment logic and outcomes.