---
title: Enrolling People & Tracking Interactions
description: Learn how to manage service enrollments, document service interactions, track attendance, and link service notes in Casebook for accurate reporting.
---

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# Enrolling People & Tracking Interactions

### **Overview**

Once your service and provider directory is in place, your team can start connecting people to services and documenting what they receive. Casebook tracks this work in two layers:

- **Service enrollments** record a person's *plan* of services: which service they're enrolled in, who provides it, when it's expected to start and end, how many units are planned, and what it costs. An enrollment can represent a service that's planned, in progress, or completed, or a referral to an outside provider.
- **Service interactions** record each instance of utilization of a service enrollment (or can represent and ad hoc use of services): in other words, what actually happened on a given day, such as a therapy session attended, a class held, or a bus pass handed out. Think of service notes as the daily log that sits under the plan or single use instances of a service (like a drop-in service).

Using both together gives you the most complete picture of service delivery, because you can compare what was planned with what was delivered. Depending on your reporting needs, you may only need enrollments, or only service notes for one-time services. See [Choosing the Right Approach to Service Delivery Tracking](https://gohub.casebook.net/knowledge/choosing-the-right-approach-to-service-delivery-tracking) to decide what's right for your organization.

This article walks through how to:

- Enroll one person, a family, or a whole cohort in a service from a case, an intake report, a provider record, or the Services Workload View
- Enroll people in a Service Group
- Update and end enrollments
- Create service notes for individuals and groups, including attendance
- Control which enrollments a service note links to

For the concepts used in this article, see [Track: Introduction](https://gohub.casebook.net/knowledge/cb-track-overview). To set up the services people are enrolled in, see [Creating & Managing a Service & Provider Directory.](https://gohub.casebook.net/knowledge/creating-managing-a-service-provider-directory)

### **Benefits**

- **A complete service history for every person.** Every enrollment and associated service note appears in the Service Plan on the person's profile, no matter where it was created, so anyone working with them can see everything they've received.
- **A complete client list for every provider.** Enrollments created on cases and intake reports appear automatically in the **Clients** section of the provider's record, alongside enrollments created in Track.
- **Less repetitive data entry.** Bulk enrollments let you enroll a cohort or family in one step, Service Groups enroll someone in a package of related services at once, and Service Rosters add everyone in something like a class, event, etc. to each service note automatically.
- **Accurate costs, automatically.** Unit costs defined on the service carry into enrollments and notes, and the total cost is calculated for you. Staff can still override the unit cost for variable expenses like rental assistance or gas cards.
- **Planned vs. delivered.** Linking service notes to enrollments lets you see whether people received the services they were planned for, and why not when they didn't.
- **Funding and reporting you can trust.** Enrollment and service note costs and dates drive Funding Source spend-down and are available in Reporting for grant reports, board updates, and program evaluation.

### **Before You Begin**

- **Make sure your services exist.** People can only be enrolled in service offerings that have been added to a Provider in Track. See [Creating & Managing a Service & Provider Directory.](https://gohub.casebook.net/knowledge/creating-managing-a-service-provider-directory)
- **Confirm your permissions.** You need access to the application you'll be working in (Intake, Engage, or Track) and permission to create service enrollments and notes. If you can't see or do something you expect to, contact your Casebook administrator.
- **Decide where your team will enroll people.** If you serve people through cases, enroll them from the case. If your work isn't case-based, such as drop-in, community, or homeless services, enroll them from the provider record. Agreeing on this up front keeps your data consistent. This will be discussed further in the section on “Where to Enroll People.”
- **Ask your administrator to configure related settings:**
- **Reason for Ending Enrollment** values, used when staff end an enrollment (**Admin \> Providers \> Fields**).
- **Outcome** values, used to record the outcome or progress of an enrollment or service interaction (**Admin \> Engage \> Fields**).
- The **Default Selection for Service Note Linkages** setting, which controls how service notes link to enrollments (**Admin \> Settings**). See the section below on “How Service Notes Link to Enrollments” for more information.
- **Get your dates right.** If your organization uses Funding Sources, enrollment and service note dates determine whether costs are drawn down against a fund. See the article on, “[Configuring and Using Funding Sources.](https://gohub.casebook.net/knowledge/funding-sources)”

### **Service Enrollments**

A **service enrollment** connects one or more people to a service offering. Each person on an enrollment gets their own enrollment record, which appears in the Service Plan on their person profile.

#### Service Enrollment Fields

Only the service and at least one recipient are required, but we recommend completing as many fields as you can. Dates, frequency, units, and costs are what make your reports and Funding Source spend-down accurate.

| **Field** | **Description** |
| --- | --- |
| **Service and Provider** (required) | The service the person is being enrolled in and the Provider that offers it. Start typing to search your directory; results include, services service types and service groups. |
| **Service Type** | The category of the service. This usually fills in from the service offering. |
| **Service Recipients** (at least one required) | The people being enrolled. |
| **Person Providing Service** | The person delivering the service that is a staff person on the provider record.. |
| **Number of Service Units** | The planned amount of the service, counted in the service's Unit of Delivery (such as classes, beds, or diaper boxes). Decimals such as 1.5 are allowed. |
| **Unit Cost for This Service** | The cost per unit. This fills in from the service offering and can be changed for variable costs, such as cash assistance based on need. |
| **Total Cost for This Service** | Calculated automatically as Number of Service Units × Unit Cost. |
| **Planned Start Date and Planned End Date** | When the service is expected to start and finish. These can be the same day for a one-time service. These are planned dates, not actual dates. |
| **Frequency** | How often the person should receive the service, such as weekly or monthly. |
| **Method of Delivery** | How the service is delivered, such as in person or telehealth. |
| **Status** | Where the enrollment stands: Planned, In Progress, Stalled, Waitlisted, or Ended. Only In Progress (or blank) enrollments are considered active. See the section on “[Why Enrollment Status Matters](https://gohub.casebook.net/knowledge/enrolling-people-tracking-interactions#Why_Enrollment_Status_Matters)” later in this article. |

#### Where to Enroll People

You can create enrollments in four places (People, Intake, Engage & Track). Wherever you create one, it always appears in the Service Plan on the person's profile and in the **Clients** section of the provider's record.

| **Enroll From** | **Best For** |
| --- | --- |
| **A case (Engage)** | People you serve through a case. Enrolling from the case connects the service to the case and its outcomes, so this is the recommended choice whenever a case exists. |
| **An intake report (Intake)** | Services and referrals provided during intake, before or without a case, such as crisis intervention or referrals to outside partners. |
| **A provider record (Track)** | Work that isn't case-based, such as drop-in or community services, and enrolling a cohort of unrelated people in a class or group. |
| **The Services Workload View (Track)** | Quickly enrolling someone when you're already working from your list of services. |

#### Enroll People from a Case or Intake Report

Use this method to enroll one person, or several people on the same case or intake report, such as members of a family.

1. Open the case or intake report and go to the **Service Plan** section.
2. Select the **plus (+)** icon to the right of the Service Plan title.
3. In **Add services**, start typing the service name and select the service and provider.
4. Enter the enrollment details, such as Service Type, start and planned end dates, frequency, units, and status.
5. In **Service Recipients**, review the recipients. People already on the case fill in automatically. To add someone else, start typing their name and select them.
6. If a recipient has another intake report or case that this enrollment relates to, link the enrollment to that record.
7. To enroll the same recipients in another service, select **Add another service**.
8. Select **Save**.

**Note:** If you add a recipient who isn't already on the case, Casebook adds them to the case automatically when you save.

#### Enroll People from a Provider Record

Use this method when your work isn't case-based, or to enroll several unrelated people, such as a new class cohort, in the same service at once.

1. From the Providers Workload View, open the Provider record.
2. Scroll to the **Clients** section and select the **plus (+)** icon.
3. Search for and select the person you want to enroll. If they don't exist in Casebook yet, select **Create a New Person**.
4. Choose the service from the dropdown and enter the enrollment details, such as start and planned end dates, frequency, units, unit cost, and status.
5. To enroll more people in the same service, continue adding clients.
6. For each person, select a related case or intake report if one exists. If you leave it blank, the enrollment is created on the provider record and still appears on the person's profile.
7. To enroll the same people in another service, select **Add another service**.
8. Select **Save**, then review the **Clients** section to confirm the enrollments.

#### Enroll People from the Services Workload View

1. Go to **Track** and open the **Services** tab.
2. Find the service, using filters or search to narrow the list by provider, language, or service type.
3. Select the **Actions (⋮)** menu next to the service, then select **Add Service Enrollment**.
4. The service and provider fill in automatically; you can change them if needed. Enter the recipients and the rest of the enrollment details.
5. Select **Save**.

#### Enroll People in a Service Group

A Service Group bundles related services, such as a Parenting Support group with parenting classes, family counseling, and home visits. Enrolling someone in the group creates a separate enrollment for each service in it.

1. Open the case or intake report and go to the **Service Plan** section.
2. Select the **plus (+)** icon to the right of the Service Plan title.
3. In **Add service recipients**, start typing the person's name and select them. Repeat to add more recipients.
4. In **Add services**, start typing the name of the Service Group and select it. A separate card appears for each service in the group.
5. Review the details on each card.
6. Select **Save**.
7. Confirm the enrollments in the Service Plan section of each recipient's record.

You can still add individual services alongside the group by selecting **Add Service**. To set up Service Groups, see the section on [Using Service Groups](https://gohub.casebook.net/knowledge/enrolling-people-tracking-interactions#Document_Group_Sessions).

#### Update or End an Enrollment

**To update an enrollment,** open it from the Service Plan section of the person, case, intake, or provider record, make your changes, and select **Save**. Update the status as the service moves along, for example from Planned to In Progress.

**To end an enrollment** when the service is complete or stops early, such as when a person moves away or a provider stops offering the service:

1. In the **Service Plan** section, find the enrollment and select the **Options (…)** menu.
2. Select **End enrollment**.
3. Enter the **Actual End Date**, select a **Reason for Ending**, and make sure the status is **Ended**.
4. Select **Save**.

The Actual End Date and Reason for Ending can be edited later if needed.

**Note:** If you enrolled the wrong person or service, remove it before saving. If the enrollment is already saved, edit or delete it from the Service Plan.

#### Why Enrollment Status Matters

An enrollment's status controls more than reporting. Casebook only treats an enrollment as **active** when its status is **In Progress** or blank. Enrollments that are **Planned**, **Stalled**, **Waitlisted**, or **Ended** are inactive.

Only active enrollments:

- Have service notes linked to them automatically
- Are included on Service Rosters (which also require a Planned End Date in the future)

💡 **Tip:** When a planned service starts, change the enrollment status from Planned to **In Progress** before staff begin writing service notes. Otherwise, notes won't link to the enrollment.

### **Tracking Service Interactions**

A **service interaction** is a single instance of a service being delivered. You document service interactions with **Service Notes**, a note type that captures the service provided, units, cost, date and time, attendance, and a narrative of what happened.

#### Parts of a Service Note

A service note has three parts:

1. **The note details and narrative.** This is the note itself, which includes overall start/end dates/times, contact method, subject and narrative and applies to every service interaction and person on the note.
2. **Service delivery details.** The service provided, the date and time, the person providing the service, units delivered, and cost for this specific session or interaction. Unit cost and any schedule times set on the service fill in automatically. When the note covers multiple enrollments that share the same details, you can use **Bulk Data Entry** to enter them once for all of them.
3. **Service recipients.** The people who received the service. You can add one person or many. For each person, you can record **attendance** and write a **personal note** that applies only to them, view their associated records, or remove them from the note.

In Reporting, the personal note appears as **personal\_note\_narrative** and the shared note as **group\_note\_narrative** datasets.

#### Create a Service Note from an Enrollment

This is the recommended way to create a service note, because it links the note to the enrollment so you can compare what was planned with what was delivered.

1. Open the case, intake report, or provider record and go to the **Service Plan** section (or the **Clients** section on a provider record).
2. Find the enrollment and select **Add Service Note**.
3. Write the note narrative.
4. Complete the service delivery details for this session or interaction.
5. Review the service recipients, and record attendance and any personal notes for each person.
6. Select **Save**.

To see all service notes for an enrollment, select the **# service notes** link on the enrollment.

#### Create a Service Note from Other Places

You can also create a service note:

- **From the Notes section** of any record, by adding a Service Note. Use this for one-time services that don't have an enrollment, such as emergency grocery assistance given to a family. Or, for adding a note to an existing enrollment to a service offering for a person on the case/intake report/etc.
- **From the Services Workload View,** by selecting **Add Service Note** in the **Actions** column next to the service.
- **From the Home Page**, by clicking the bottom-right plus sign and choosing **Add Note**.

Wherever you create it, the note links automatically to the matching active enrollments of each person on it. See the section on [How Service Notes Link to Enrollments.](https://gohub.casebook.net/knowledge/enrolling-people-tracking-interactions#How_Service_Notes_Link_to_Enrollments.)

#### Document Group Sessions

For classes, groups, and other sessions with multiple attendees, document the session in a single service note:

1. Create the service note from one attendee's enrollment, from the provider record, from the Services Workload View or even the home page.
2. Under each service interaction, in the **People** sub-section, add each attendee. There's no limit to the number of people on an interaction on a note. If **Service Rostering** is turned on for the service, everyone with an active enrollment is added automatically, even people who aren't on the record you started from.
3. Record attendance for each person. Mark attendance as **No** for anyone who missed the session.
4. Add personal notes for individuals as needed, and write a shared narrative for the session.
5. Select **Save**.

After you save, the note links separately for each attendee. For every person on the note, Casebook links it to each of their intake reports, cases, and provider records where they have an active enrollment in the same service. The note then appears in the **Notes** and **Service Plan** sections of all of those records. This means one group note documents the session on every attendee's record without anyone having to enter it more than once.

To turn on rostering for a service, see the section on Using Rosters in the “[Creating & Managing a Service & Provider Directory](https://gohub.casebook.net/knowledge/creating-managing-a-service-provider-directory)” article.

#### Record Missed Sessions

If a planned service didn't happen for someone, such as a client who couldn't attend a parenting class because of childcare issues, add them to the service note and mark their attendance as No. Use their personal note to record the reason.

### **How Service Notes Link to Enrollments**

Service notes link to records through enrollments. A note links to a case, intake report, or provider record when a person on the note has an **active** enrollment there in the service selected on the note. If no service offering is selected on the note, Casebook matches on Service Type instead.

When a person is enrolled in the same service on more than one record, a note can link to more than one of those enrollments. Your administrator controls the default behavior with the **Default Selection for Service Note Linkages** setting in **Admin \> Settings**. The setting applies to everyone in your organization and only affects notes created after it's changed.

| **When the Setting is** | **What Happens** |
| --- | --- |
| **On** | New service notes link automatically to every active, matching enrollment for the same person and service. Users can deselect any enrollments they don't want before saving. |
| **Off** | New service notes link only to the enrollment on the current record. Users can still select other eligible enrollments manually. Choose this for teams that need strict visibility boundaries between programs. |

For example, if a person is enrolled in two active "Job Readiness" programs and staff add a note in one of them, the note can appear on both enrollments if your configuration allows it.

#### Requirements for a Note to Link Correctly

For a service note to link to a person's enrollment:

1. **The person must already exist** in Casebook.
2. **The enrollment must already exist** on the case, intake report, or provider record, and the person must be added to it *before* they're added to the note.
3. **The enrollment must be active,** meaning it has no end date and its status is an active status, such as In Progress.

#### Link an Existing Note to a New Enrollment

If a note was saved before the person's enrollment existed or was active, you can link it after the fact:

1. On the case, intake report, or provider record, go to the **Service Plan** section and create (or reactivate) the person's enrollment in the service. Make sure the status is **In Progress**, then save.
2. Go to the **Notes** section, find the service note, select the **Options (…)** menu, and select **Edit**.
3. In the **People** section, remove the person, then add them back.
4. Select **Save**.
5. Confirm the note now appears in the record's **Notes** section.

#### Unlink a Note from a Record

If a note is appearing on a record where it doesn't belong:

1. On that record, go to the **Service Plan** section and end the person's enrollment that should no longer receive notes (**Options (…) \> End enrollment**). Enter the Actual End Date, make sure the status is **Ended**, and save.
2. Go to the **Notes** section, find the service note, select the **Options (…)** menu, and select **Edit**.
3. In the **People** section, remove the person, then add them back.
4. Select **Save**.
5. Confirm the note no longer appears in the record's **Notes** section.

#### Troubleshooting Common Linking Issues

| **Problem** | **Likely Cause & Fix** |
| --- | --- |
| **The note doesn't appear on the enrollment I expected.** | The person may have been added to the note before they were added to the enrollment, the enrollment may not be active, or the enrollment didn't exist yet. Fix the enrollment (create it, add the person, or set the status to In Progress), then follow Link[an Existing Note to a New Enrollment.](https://gohub.casebook.net/knowledge/enrolling-people-tracking-interactions#Link_an_Existing_Note_to_a_New_Enrollment) Auto-linking may also be turned off, in which case select the enrollment manually. |
| **My note appeared on multiple cases.** | Auto-linking is turned on, so the note linked to every matching active enrollment. Deselect enrollments before saving if you don't want the note to appear on them. |
| **I'm seeing notes I didn't create.** | The person is enrolled in the same service on more than one record, and a note was linked to a shared enrollment you have access to. |

#### Reporting on Enrollments & Service Notes

Use these datasets in Reporting:

| **Dataset** | **One Row Per** | **Use It To** |
| --- | --- | --- |
| **Service Enrollments** | Enrollment (one person in one service) | Count enrollments and people enrolled by start or end date. Includes Service Group Name. |
| **Service Enrollments (Point in Time)** | Enrollment per day it was active | Count enrollments active at any point during a period. Includes Service Group Name. |
| **Notes** | Note per person on the note (all note types) | Count notes of any type, such as how many notes a staff member wrote this week. Includes the shared narrative (called **narrative** here) but not personal notes. |
| **Service Notes** | Service note | Count sessions, units, or costs delivered. Includes units, unit\_cost, total\_cost, and **group\_note\_narrative**, but not recipients. |
| **Service Notes Recipients** | Person per service note | Count the people who received services, or how many times a person received a service. Includes attendance, **group\_note\_narrative**, and **personal\_note\_narrative**. |
| **Service Note Resources** | Link between a note and a case, intake, or provider | See which records received a service. |

 

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