---
title: Creating & Managing a Service & Provider Directory
description: Learn how to create and manage providers, service offerings, service groups, and rosters in Casebook Track to streamline enrollments and improve reporting accuracy.
---

[Skip to content](https://gohub.casebook.net/knowledge/creating-managing-a-service-provider-directory#main-content)

[More support](https://gohub.casebook.net/knowledge/kb-tickets/new)

[![logo-raspberry (1)](https://gohub.casebook.net/hs-fs/hubfs/logo-raspberry%20(1).png?width=1286&height=255&name=logo-raspberry%20(1).png)](https://gohub.casebook.net/)

- [Knowledge Base](https://gohub.casebook.net/knowledge)
- [Video Library](https://gohub.casebook.net/video-library)
- [Still Need Help?](https://gohub.casebook.net/knowledge/kb-tickets/new)

Open main navigation

Close main navigation

- [Knowledge Base](https://gohub.casebook.net/knowledge)
- [Video Library](https://gohub.casebook.net/video-library)
- [Still Need Help?](https://gohub.casebook.net/knowledge/kb-tickets/new)
- [More support](https://gohub.casebook.net/knowledge/kb-tickets/new)

 Hi. How can we help?

- There are no suggestions because the search field is empty.

1. [Knowledge Base](https://gohub.casebook.net/knowledge)
2. [Track](https://gohub.casebook.net/knowledge/track)

# Creating & Managing a Service & Provider Directory

### **Overview**

Your service and provider directory is the foundation of everything you do in Track. It holds a record for each organization, program, or location that delivers services, whether that's your own agency, a contracted or licensed partner, a foster family, or a community resource you refer people to, along with the services each one offers.

Once your directory is built, your whole team draws from it. Every service offering you create becomes an option when staff enroll someone in a service or write a service note in Intake, Engage, or Track. Service offerings are also what you link to Funding Sources, so your directory needs to be in place before you can track spending against grants.

This article walks through how to build and maintain your directory:

- **Providers:** Create Provider records and Parent Organizations, link them together, and manage them from the Providers Workload View.
- **Services:** Add service offerings to your providers, organize them with Service Groups, turn on Service Rosters for classes and cohorts, and manage them from the Services Workload View.

If you haven't already, review the [introductory article](https://gohub.casebook.net/knowledge/cb-track-overview) on Track for the core concepts used in this article, and [Choosing the Right Approach to Service Delivery Tracking](https://gohub.casebook.net/knowledge/choosing-the-right-approach-to-service-delivery-tracking) to decide how much detail your organization needs to capture.

### **Benefits**

- **One consistent list for everyone.** Staff choose from the same providers and services every time they enroll someone or document a service, which keeps your data clean and your reports accurate.
- **Set it once, reuse it everywhere.** Details you define on a service offering, such as unit cost, unit of delivery, and schedule, carry into enrollments and service notes automatically. Staff can still adjust them when needed.
- **Clear structure for multi-site organizations.** Parent Organizations group the Providers an organization manages under one umbrella record, while each Provider keeps its own services, staff, and licenses.
- **Capacity at a glance.** Each service can track its maximum and current capacity, so staff can see whether a program has room before referring or enrolling someone.
- **Faster enrollment and documentation.** Service Groups let staff enroll someone in a whole package of related services at once, and Service Rosters add everyone in a class or cohort to each service note automatically.
- **Easy upkeep.** The Providers and Services Workload Views let you find, filter, review, and export your directory so it stays current.

### **Before You Begin**

- **Confirm your permissions.** You need access to Track and permission to create and edit providers and services. Deleting a provider requires delete permissions for Track. If you can't see or do something you expect to, contact your Casebook administrator.
- **Configure your dropdown fields.** Many provider and service fields use dropdown values your administrator manages in Admin. If you’re an admin, set these up before staff start building records. See the section below on configuring fields in Track.
- **Plan your directory structure.** Before you create records, decide how you'll represent your own programs and your partners:
- Will you create one Provider for your organization, or a separate Provider for each internal department or program?
- Which partners manage multiple locations and should have a Parent Organization? Parent Organizations are optional; a Provider can exist on its own.
- How will you identify services delivered by outside organizations? Some organizations include "External" in the service name or Type, such as "External Therapy," so those services are easy to find in reports.
- **Gather your information.** Have provider details ready, such as addresses, phone numbers, contacts, EINs, and contract, accreditation, and license information. For each service, know its Type, unit of delivery, unit cost, and capacity.

💡 **Tip:** If you have many providers or services to add, ask your administrator about the[Providers Data Import](https://gohub.casebook.net/knowledge/providers-data-import) instead of creating each record by hand.

### **Configure Your Track Fields**

Many fields on provider and service records are dropdowns whose values your organization defines. Setting these values up before anyone builds records is one of the most important steps in creating your directory: consistent values are what let you filter workload views, compare similar providers and services, and build accurate reports.

You'll need administrator access to Admin to make these changes.

#### Fields You Can Configure

| **Field** | **Where It’s Used** | **Example Values** |
| --- | --- | --- |
| **Provider Type** | Provider and Parent Organization records | Healthcare Provider, Counseling Service, Foster Family |
| **Provider Sub-Type** | Provider and Parent Organization records | Mental Health Clinic, Family Practice |
| **Provider Status** | Provider and Parent Organization records | Active, Inactive, Under Review |
| **County** | Provider location and Parent Organization headquarters | Los Angeles County, Orange County |
| **License Type** | License section of a Provider record | Counseling License, Child Care License |
| **License Status** | License section of a Provider record | Active, Expired, Under Review |
| **License Condition – Gender** | License section of a Provider record | Female, Male |
| **People Role** | People section of a Provider record | Director, Case Manager, Caregiver |
| **Service Type** | Service offerings | Therapy, Housing Support, Educational Program |
| **Unit of Delivery** | Service offerings | Beds, Classes, Sessions, Hygiene Products |
| **Method of Delivery** | Service offerings | In-Person, Video, Class, Group Session, Inventory Item |
| **Service Measurement** | Service offerings | Hours, Items, Weeks |
| **Service Groups** | Service offerings | Parenting Support, Job Readiness |

#### How to Configure Track Fields

1. From the Home screen, select **Admin**.
2. Under the **Provider** section, open **Fields**.
3. Find the field you want to configure and select the **pencil** icon.
4. Add one or more values. To make a value the default option, select the **toggle** next to it.
5. If there’s a value in a field you wish to remove, select the **Archive** icon next to the value.
6. Once you’re happy with your changes, Select **Save**.

Archived values no longer appear as options, but records that already use them stay unchanged. To permanently remove a value, archive it first and then select the **Trash** icon. Values that are currently in use can't be permanently deleted.

💡 **Tips for setting up your values:**

- **Start with your reporting needs.** Choose Types and Sub-Types that match the categories your funders and leadership ask about.
- **Keep lists short and distinct.** Overlapping values, such as both "Counseling" and "Therapy," split your data and make reports harder to read.
- **Decide on a convention for external services.** For example, add an "External" Service Type, or include "External" in service names, so referral services are easy to filter.

For more on how configurable fields work across Casebook, see[Configurable Fields](https://gohub.casebook.net/knowledge/configurable-fields).

### **Providers**

A **Provider** delivers services, either as a single entity or at a distinct physical location, such as a single daycare center, a clinic, a foster family, or one of your agency's internal departments. A **Parent Organization** is an umbrella organization that manages one or more Providers. Services can only be added to Providers, not to Parent Organizations.

#### Set Up a Provider Record

1. From the Providers Workload View, select the **plus (+)** icon in the bottom right-hand corner and select **Create Provider**.
2. In the **General** section, enter the provider's details:
3. Please see a description of fields below:

| **Field** | **Description** |
| --- | --- |
| **Name** | The name of the provider. |
| **Type** | The category of the provider. We recommend using Type to categorize your providers. |
| **Sub-Type** | A more specific category within the Type. For example, Type "Healthcare Provider" with Sub-type "Mental Health Clinic." |
| **Country Code, Phone Number, and Extension** | The provider's phone details. |
| **Assigned Staff** | The Casebook user responsible for this provider. |
| **Contact Person** | The provider's main point of contact. |
| **Parent Organization** | The Parent Organization this provider belongs to, if any. |
| **EIN** | The provider's Employer Identification Number. |
| **Organizational ID** | Any organizational ID associated with the provider. |
| **Provider Status** | The current state of the provider's relationship with your organization, such as Active or Under Review. |
| **Under Contract** | Whether the provider is under contract with your organization. |
| **Accredited** | Whether the provider is accredited. |

1. In the **Location** section, enter the provider's Address, Unit Number, City, Post Code, State/Region, Country, and County. Use **Physical Descriptions/Notes** for anything else staff should know about the location.
2. Select **Save**.

#### Build Out the Provider Record

Once the provider is created, continue filling in its record:

- **People:** Select **Add Person** to add the provider's staff and their roles. People in Track are staff members at the provider, not clients.
- **Services:** Add the services this provider offers. See the section on setting up services on your providers for more detail.
- **License (if applicable):** Enter the license Type, Status, and Validity Date, along with any conditions on who the provider can serve, such as Gender, Minimum Age, Maximum Age, or Other Conditions. For example, a group home might only serve adult men, and a nursery school might only serve children ages two to five.

Other sections of the record fill in as you work with the provider (most of these are features with their own articles on how to use them):

| **Section** | **What it Shows** |
| --- | --- |
| **Summary** | Basic information such as Type, phone number, and Assigned Staff. |
| **Tasks** | Tasks related to the provider, which you can view and mark complete. |
| **Meetings** | Meetings scheduled with the provider. |
| **Notes** | Notes related to the provider. |
| **Clients** | Everyone enrolled in this provider's services. Enrollments created on a case appear here automatically, and you can also enroll people directly from this section. |
| **Provider** | Contact and location information. This is the general information you previously added. |
| **History** | Incidents involving the provider that required follow-up. |
| **Forms** | Forms completed for the provider, such as site visit forms, applications, or incident reports. |
| **Attachments** | Photos, PDFs, Word documents, and other files related to the provider. |
| **Workflows** | Workflows you can start or review for the provider. |

 

**Note:** Provider records can be **Active** (published to Casebook) or **Draft** (still being worked on and not yet published).

#### Edit or Delete a Provider

To edit a section, select the **pencil** icon next to it, make your changes, and select **Save**.

To delete a provider:

1. Open the Provider record and select the **delete** icon on the right side of the page.
2. Confirm the deletion.

Only users with delete permissions for Track can delete providers, and a provider can only be deleted if nothing is linked to it. Before you can delete a provider, delete or remove any linked notes, intake reports, forms, attachments, visits, service enrollments, tasks, and workflows.

#### Create a Parent Organization with Providers

##### Create the Parent Organization

1. From the Providers Workload View, select the **plus (+)** icon in the bottom right-hand corner and select **Create Parent Organization**.
2. In the **General** section, enter the Name, Type, Sub-Type, Provider Status, Assigned Staff, Contact Person, Country Code, Phone Number, and Extension. These fields work the same way as on a Provider record.
3. In the **Administration** section, enter:
4. **Under Contract:** Whether the organization is under contract with your organization.
5. **Accredited:** Whether the organization is accredited.
6. **EIN** and **Organizational ID.**
7. In the **Headquarters** section, enter the organization's main Address, Unit Number, City, Post Code, State/Region, Country, County, and any Physical Descriptions/Notes.
8. Select **Save**.
9. To associate people with the Parent Organization, go to the **People** section and select **Add Person**.

##### Link Providers to the Parent Organization

You can link a Parent Organization and its Providers from either record.

**From the Parent Organization record:**

1. Go to the **Providers** section.
2. Select the **pencil** icon, then select **Add Provider**.
3. Start typing the name of the Provider and select it from the dropdown list.
4. Select **Save**.

**From the Provider record:**

1. Go to the **Provider** section.
2. Select the **pencil** icon.
3. In the **Parent Organization** field, start typing the name of the Parent Organization and select it from the dropdown list.
4. Select **Save**.

 

**Note:** If a Parent Organization delivers services, create a Provider record for each location or entity that delivers them, add the services to those Providers, and link the Providers to the Parent Organization.

### **Services**

A **service offering** is a service built on a Provider record. Together, your service offerings form the menu of services your staff can refer or enroll people into. You need a service offering in place before anyone can be enrolled in it.

#### Set Up Services on Your Providers

You can add a service from the Provider record or from the Services Workload View.

**From the Provider record:**

1. Open the Provider record and go to the **Services** section.
2. Select **Add Service**.
3. Enter the service details (see the field descriptions below). **Name** and **Type** are required, but we recommend filling out as much as possible.
4. Select **Save**.

**From the Services Workload View:**

1. Go to **Track** and select the **Services** tab.
2. Select the **plus (+)** icon in the lower right corner and select **Create service**.
3. Select the **Provider Name**, then enter the rest of the service details.
4. Select **Save**.

The following fields will be available for each service offering:

| **Field** | **Description** |
| --- | --- |
| **Name** (required) | The name of the service people will be referred or enrolled into. |
| **Type** (required) | The category of the service, such as Mental Health or Housing Support. We recommend using Type to categorize services so you can compare similar services across providers in reporting. |
| **Service Group** | The group this service belongs to, if any. See Using Service Groups discussed later in this article. |
| **Languages** | The languages the service is offered in. You can add more than one. |
| **Person Providing Service** | The person who may provide the service. This is a person assigned as staff on the provider record affiliated with the service. |
| **Description** | More information about the service and how it serves people. |
| **Unit of Delivery** | What is being delivered, such as beds, classes, or hygiene products. |
| **Unit Cost (USD)** | The cost per unit, such as $50 per hour, $100 per day, or $5 per item. This carries into enrollments and service notes and can be changed there for variable costs. |
| **Service Measurement** | How the service is measured, such as items, hours, or weeks. |
| **Auto-calculate Capacity** | Select **Yes** to have Casebook calculate current capacity based on enrollment. Select **No** to enter current capacity yourself. |
| **Maximum Capacity** | The maximum number of people who can be enrolled in the service. |
| **Current Capacity** | The number of people currently in the service. Only available when Auto-calculate Capacity is set to **No**. |
| **Schedule** | Start and end times for services that always happen at the same time, such as a weekly class. These times are added to each service note automatically and can be edited on the note. |
| **Rostering** | Select this checkbox to turn on Service Rostering. See Using Service Rosters discussed later in this article. |

Once saved, the service appears in auto-completer field results when staff enroll people in services or write service notes.

**To edit a service,** double-click it in the Services Workload View, use the Action column on the same Workload View, or open it from the Provider record's **Services** section or make your updates, and select **Save**.

#### Using Service Groups

Service Groups bundle related services into a package that staff can manage as a single set. Instead of enrolling someone in each service separately, staff can select the group and enroll them in every service in it at once. For example, a **Parenting Support** group might include parenting classes, family counseling, and home visits.

Common examples include:

- **Family Strengthening:** Parenting classes, counseling, and home visits
- **Job Readiness:** Résumé workshops, skills training, and employer referrals
- **Youth Programs:** Mentoring, tutoring, and after-school support

##### Step 1: Create a Service Group

1. From the Home screen, select **Admin**.
2. Under the **Provider** section, open **Fields**.
3. Scroll to **Services** and select **Service Groups**.
4. In the **Service Groups** tab, select the **plus (+)** icon in the upper right corner, then select **Create service group**.
5. Enter a name for the group, such as "Parenting Support."
6. Select **Save**.

💡 **Tip:** Use simple, descriptive names, like "Youth Development" or "Housing Assistance," so staff can easily find the group later.

##### Step 2: Add Services to the Group

**For a new service:** When you create the service, select the group in the **Service Group** field before saving. See Set Up Services on Your Providers.

**For an existing service:**

1. In the Services Workload View, double-click the service you want to add to the group.
2. Under **Service Group**, select the group.
3. Select **Save**.

##### Step 3: Enroll People Using the Group

Once a group has services assigned, it appears alongside individual services when staff add an enrollment (or create an interaction in a service note). Selecting the group adds a separate enrollment (or interaction) for each service in it. For example, if Parenting Support includes two services, staff will see an entry for each one. Staff can still add individual services outside of a group.

For step-by-step instructions, see [Enrolling People & Tracking Interactions.](https://gohub.casebook.net/knowledge/enrolling-people--tracking-interactions)

##### Reporting on Service Groups

The **Service Group Name** field is available in the **Service Enrollments** and **Service Enrollments (Point in Time)** datasets. You can use it like any other reporting field:

- **Filter** to focus on one category of services, such as Housing or Behavioral Health.
- **Group** results to compare activity across categories, such as total enrollments by Service Group.
- **Add it as a column** to make reports easier to read.

Changes to groups and service assignments are reflected in reports automatically, for both current and historical enrollments. If a service isn't assigned to a group, the field is blank..

💡 **Best practices:** Use consistent group names to avoid duplicates, review your groups quarterly so they reflect your current service offerings, and confirm provider names and service types before saving.

#### Using Service Rosters

Service Rostering speeds up documentation for services with a set list of attendees, such as a class or cohort. When rostering is turned on, everyone enrolled in the service is automatically added to every service note for it, so staff don't have to add each person to the note one at a time.

##### Turn On Rostering

1. Open the service offering, either from the **Services** section of the Provider record or by double-clicking it in the Services Workload View.
2. Select the **Rostering** checkbox.
3. Select **Save**.

##### Who Is Included on the Roster

A person is included on the roster when their enrollment in the service meets both of these conditions:

- The enrollment **Status** is **In Progress**.
- The **Planned End Date** is in the future.

Rostered participants are added to the service note no matter where the note is created, whether from an enrolled person's intake or case or from the Provider record, even if they aren't on that record themselves.

💡 **Tip:** Pair rostering with the **Schedule** fields on the service offering so each new service note starts with both the attendee list and the session times already filled in.

For step-by-step instructions on enrolling a cohort and documenting rostered service notes, see [Enrolling People & Tracking Interactions.](https://gohub.casebook.net/knowledge/enrolling-people--tracking-interactions)

- [Getting Started With Casebook](https://gohub.casebook.net/knowledge/getting-started-with-casebook#main-content)

    - [Casebook Overview](https://gohub.casebook.net/knowledge/getting-started-with-casebook#casebook-overview)
    - [Getting Started for New Users](https://gohub.casebook.net/knowledge/getting-started-with-casebook#getting-started-for-new-users)
    - [Services in Casebook](https://gohub.casebook.net/knowledge/getting-started-with-casebook#services-in-casebook)
    - [Notes](https://gohub.casebook.net/knowledge/getting-started-with-casebook#notes)
- [Admin](https://gohub.casebook.net/knowledge/admin#main-content)

    - [Casebook Security](https://gohub.casebook.net/knowledge/admin#casebook-security)
    - [Roles and Permissions](https://gohub.casebook.net/knowledge/admin#roles-and-permissions)
    - [User Management](https://gohub.casebook.net/knowledge/admin#user-management)
    - [Notifications](https://gohub.casebook.net/knowledge/admin#notifications)
    - [Data](https://gohub.casebook.net/knowledge/admin#data)
    - [Field Configuration](https://gohub.casebook.net/knowledge/admin#field-configuration)
    - [Dynamic Fields](https://gohub.casebook.net/knowledge/admin#dynamic-fields)
    - [Forms](https://gohub.casebook.net/knowledge/admin#forms)
    - [Implementation & Adoption](https://gohub.casebook.net/knowledge/admin#implementation-adoption)
- [People](https://gohub.casebook.net/knowledge/people)
- [Intake](https://gohub.casebook.net/knowledge/intake)
- [Engage](https://gohub.casebook.net/knowledge/engage#main-content)

    - [Text Messages](https://gohub.casebook.net/knowledge/engage#text-messages)
    - [Configuration](https://gohub.casebook.net/knowledge/engage#configuration)
    - [Notes](https://gohub.casebook.net/knowledge/engage#notes)
- [Track](https://gohub.casebook.net/knowledge/track)
- [Access](https://gohub.casebook.net/knowledge/access)
- [Workflow & Tasks](https://gohub.casebook.net/knowledge/workflow-tasks)
- [Reporting](https://gohub.casebook.net/knowledge/reporting#main-content)

    - [Overview](https://gohub.casebook.net/knowledge/reporting#overview)
    - [Datasets](https://gohub.casebook.net/knowledge/reporting#datasets)
    - [Dashboards](https://gohub.casebook.net/knowledge/reporting#dashboards)
    - [Pre-built Reports](https://gohub.casebook.net/knowledge/reporting#pre-built-reports)
    - [Custom Reports](https://gohub.casebook.net/knowledge/reporting#custom-reports)
    - [Data Visualizations](https://gohub.casebook.net/knowledge/reporting#data-visualizations)
    - [Filters](https://gohub.casebook.net/knowledge/reporting#filters)
    - [Calculated Fields](https://gohub.casebook.net/knowledge/reporting#calculated-fields)
    - [Other](https://gohub.casebook.net/knowledge/reporting#other)
- [Audit Logs](https://gohub.casebook.net/knowledge/audit-logs)
- [Integrations](https://gohub.casebook.net/knowledge/integrations#main-content)

    - [Low-code incoming integrations with Zapier](https://gohub.casebook.net/knowledge/integrations#low-code-incoming-integrations-with-zapier)
    - [Custom incoming integrations with Casebook API](https://gohub.casebook.net/knowledge/integrations#custom-incoming-integrations-with-casebook-api)
    - [Custom outgoing integrations with Webhooks](https://gohub.casebook.net/knowledge/integrations#custom-outgoing-integrations-with-webhooks)
- [Program Area Specific](https://gohub.casebook.net/knowledge/program-area-specific#main-content)

    - [VOCA Reporting](https://gohub.casebook.net/knowledge/program-area-specific#voca-reporting)
- [Customer Support](https://gohub.casebook.net/knowledge/customer-support#main-content)

    - [Getting Unstuck](https://gohub.casebook.net/knowledge/customer-support#getting-unstuck)
    - [Account Management](https://gohub.casebook.net/knowledge/customer-support#account-management)
- [Product Release Notes](https://gohub.casebook.net/knowledge/product-release-notes#main-content)

    - [2026](https://gohub.casebook.net/knowledge/product-release-notes#2026)
    - [2025](https://gohub.casebook.net/knowledge/product-release-notes#2025)
    - [2024](https://gohub.casebook.net/knowledge/product-release-notes#2024)
    - [2023](https://gohub.casebook.net/knowledge/product-release-notes#2023)
    - [2022](https://gohub.casebook.net/knowledge/product-release-notes#2022)
    - [2021](https://gohub.casebook.net/knowledge/product-release-notes#2021)
    - [2020](https://gohub.casebook.net/knowledge/product-release-notes#2020)
- [Frequently Asked Questions](https://gohub.casebook.net/knowledge/frequently-asked-questions#main-content)

    - [Global](https://gohub.casebook.net/knowledge/frequently-asked-questions#global)
    - [Casebook Calendar](https://gohub.casebook.net/knowledge/frequently-asked-questions#casebook-calendar)
    - [Casebook Services](https://gohub.casebook.net/knowledge/frequently-asked-questions#casebook-services)
    - [Casebook Forms](https://gohub.casebook.net/knowledge/frequently-asked-questions#casebook-forms)
    - [Casebook Notes](https://gohub.casebook.net/knowledge/frequently-asked-questions#casebook-notes)
    - [cb Admin](https://gohub.casebook.net/knowledge/frequently-asked-questions#cb-admin)
    - [cb Track](https://gohub.casebook.net/knowledge/frequently-asked-questions#cb-track)
    - [cb Reporting](https://gohub.casebook.net/knowledge/frequently-asked-questions#cb-reporting)
    - [cb Access](https://gohub.casebook.net/knowledge/frequently-asked-questions#cb-access)
    - [Program Specific](https://gohub.casebook.net/knowledge/frequently-asked-questions#program-specific)

[![logo-raspberry-1-1](https://gohub.casebook.net/hs-fs/hubfs/logo-raspberry-1-1.png?width=32&height=30&name=logo-raspberry-1-1.png "logo-raspberry-1-1")](https://www.casebook.net/)

© 2025 Casebook. All rights reserved.

Casebook Knowledge Base [Video Library](https://gohub.casebook.net/video-library) [Still Need Help?](https://gohub.casebook.net/knowledge/kb-tickets/new)