Automated case management updates and notifications

Purpose

1.1. Ensure real-time updates of case progress and notify stakeholders (case workers, clients, supervisors, external partners) of key events, actions, or status changes in Indigenous advocacy and support programs.
1.2. Centralise all communication and documentation on case management for compliance, audit, and streamlined service delivery.
1.3. Minimise manual follow-ups and errors, ensuring timely interventions, resource allocation, and culturally appropriate communications.

Trigger Conditions

2.1. Manual update by case worker or supervisor.
2.2. Change in case status (e.g., ‘in review’, ‘action required’, ‘closed’).
2.3. Upload of critical documentation (assessment forms, cultural reports).
2.4. Client milestone events (first meeting, support plan completion, outreach activity).
2.5. Missed deadlines or overdue tasks.
2.6. Intake of new client or referral received.

Platform Variants

3.1. Salesforce
• Feature/Setting: Workflow Rules + Process Builder; trigger outbound messaging or update records upon field changes.
3.2. Microsoft Power Automate
• Feature/Setting: “When an item is modified” flow for SharePoint or Dataverse; sends Teams/Outlook notifications.
3.3. SAP SuccessFactors
• Feature/Setting: Intelligent Services Center event triggers for employee/service events, e-mail, or in-system notification.
3.4. ServiceNow
• Feature/Setting: Flow Designer; create notification flows upon record changes in Case Management app.
3.5. Twilio
• Feature/Setting: SMS API; send SMS notifications when program milestones or updates occur.
3.6. SendGrid
• Feature/Setting: Transactional Email API; automated emails on case status changes.
3.7. Slack
• Feature/Setting: Incoming Webhooks; push instant messages to relevant Slack channels.
3.8. Google Workspace
• Feature/Setting: Google Apps Script with Triggers; automate emails or calendar invites from Google Sheets/Docs changes.
3.9. Zoho Creator
• Feature/Setting: Workflow Rules; send notifications and update records on specified change/logic.
3.10. Monday.com
• Feature/Setting: Automations; notify boards or users on key program/case milestones.
3.11. Trello
• Feature/Setting: Butler Automation; card movement triggers notifications or assigns tasks.
3.12. HubSpot
• Feature/Setting: Workflows; automate contact update notifications and internal alerts.
3.13. Jira Service Management
• Feature/Setting: Automation rules; ticket transition triggers Slack/Email/Webhooks.
3.14. Freshdesk
• Feature/Setting: Automations > Observer; notify or escalate based on ticket activity.
3.15. Pipedream
• Feature/Setting: Event-based workflows; listen to webhook events and route notifications.
3.16. ClickSend
• Feature/Setting: SMS API or Email API; bulk alerts/updates to contacts when case actions happen.
3.17. Mailgun
• Feature/Setting: Routes & Messages API; filter and send emails on matched case events.
3.18. Asana
• Feature/Setting: Custom Rules; auto-assign, post comments, and notify on field changes.
3.19. Notion
• Feature/Setting: API integration with change triggers from databases; update linked records, call webhooks.
3.20. DocuSign
• Feature/Setting: Connect Events; notify when documents are signed as case prerequisites or milestones.

Benefits

4.1. Reduces time spent on manual tracking and communication.
4.2. Improves information accuracy and record-keeping for case audits.
4.3. Increases transparency, accountability, and timely stakeholder engagement.
4.4. Supports culturally sensitive, reliable communication for Indigenous clients and partners.
4.5. Enhances organisational compliance with reporting and service standards.