The Services feature lets you track all the work you do with clients. Whether direct service delivery (in-house) or tracking external referrals, Casebook's service feature helps you track and report on how much you do.
I work with a group of members to collaborate on resources to support youth and families. Our mission is to reduce youth risk behaviors and facilitate positive youth development. I want to store information about the list of resources and the services they provide. How can I do that in Casebook?
cb Track is the directory that allows you to store information about the resources you work with and services provided by them. By creating a provider for a member, program, department, or partner, you can then attach one or more services that they provide to your clients.
Some organizations will choose to track services from "external" parties by labelling either the service type or name with "external". This allows for easy reporting using all services (names or types) containing "external".
Once services are added to providers, they will automatically pre-populate the list of search results when a social worker, therapist or counselor creates a service enrollment or writes a service note.
What kind of services does Casebook allow me to record?
Casebook will enable you to record and track:
Direct services you provide to your clients (for example, a caseworker providing transportation services, a therapist providing mental health counseling, etc.)
Services that will be provided by external service providers without any direct managing relationships (for example, a caseworker referring parents to parenting lessons but the caseworker does not directly manage the providers or may not know the specific provider used ever or until much later)
Search for services and availability offered by providers managed in CB Track (your contract or license)
It could be a one-time service or a recurring service like
Placement in residential care - offered as bed/night (kinship care)
Service administered at pre-determined frequency - in sessions $X/hour (therapy)
Object or objects (diapers & baby supplies, bus passes)
Cash assistance - fixed (bus pass)
Cash assistance - variable (gas card, rental assistance)
Ongoing service during case - case management or advocacy
In cb Track → Services, what does unit of delivery mean?
If the 'auto-calculate capacity' is turned on, each time a client is enrolled in a service (in the service plan) or logs a service delivery in a note, the 'Current capacity' field increases by 1. This feature allows you to effortlessly monitor the current capacity in real-time.
When set to 'Yes': Each client enrollment or logged service delivery automatically increments the 'Current capacity' field by 1. This streamlines real-time capacity tracking.
When set to 'No': You have control to manually input values into the 'Current capacity' field, enabling manual tracking of service capacity based on your specific input needs.
What does the ‘Clients’ section show on a Provider record?
This section is either added to manually or autopopulated showing which individuals are enrolled in services offered by this provider. You can enroll a client in a service, and when the service is delivered, you can log service notes for those enrollments directly from this section. Alternately, if you enter a service enrollment on a case, your client's enrollment with this provider will automatically display here.
If your business process does not involve creating/working with a case, you can
Create a Provider profile for the Service provider.
List all the services offered by that provider under the ‘Services’ section of the provider profile.
Track the clients you've served, their service enrollments, and delivery specifics in the 'Clients' section of the provider's profile.
My organization doesn’t use cb Engage; we’re a foster family recruitment agency. I want to capture what services the kiddos are receiving, including information about placements at that family. How can I do that in Casebook?
Within cb Track, you can create the foster family placement as a service (tracked on your Agency's provider, the Foster Family provider or another provider including internal departments, other partner agencies, etc), and you can add kiddos as clients. Once added as clients the children are now enrolled as placements under the Foster Family provider profile.
Many of our agencies working with Foster Families will create the Foster Family as a provider profile, including the 1-2 caregivers as Provider People, and add the types of placement that the family is authorized to provide as the service.
Note: In some organizations, they will also use the License feature to track the type of placements that the Foster Family has been certified to provide in addition to the services.
I have been a Casebook user since 2020. I used to capture service interaction details on a different page called ‘Service interactions.’ Can I not use it anymore?
In our experience with more than 300 customers and our research spanning decades, we heard from customers and non-customers that ‘Service Note’ is a more intuitive way for most to log service delivery. Many social workers and counselors have used a paper notebook historically (and to this day!) so their initial behavior is to want to create a note for activities with clients. Hence, we added new fields to the ‘Service note’ type to help you to capture additional data related to the services offered.
I document service deliveries to clients as service interactions. What happens to my old data? Is it lost?
It is not lost. We have migrated all your data from service interactions to ‘Service notes.’ You can see them by clicking on the link ‘X service note’ (where X = a number)
I documented service deliveries to clients as service notes and included staff, clients as People Involved. What happened to my old service notes for multiple people?
This data is still accessible to you. On existing notes, you will see People Involved still appear although that information is uneditable. People Involved live only on existing notes.
On new notes, you will be able to select the Person providing service and the Service recipient.
Will a person's profile reflect these service enrollments and service notes?
Is 'Service note' data available for reporting?
What does ‘Number of service units’ mean?
This field works in conjunction with Unit of Delivery. When you enter the number of classes/beds/hygiene products you plan to provide the client(s), this will enable you to track total number of units of the service delivered over time. In addition, this field supports decimals like 1.5 (diaper boxes).
What does ‘Unit cost for this service’ mean?
This field allows you to enter the cost associated with a unit of the service you’re planning for the client(s). This value takes the value that you entered in cb Track for the service you choose in the ‘Service and Provider’ field.
General Services FAQ
Can I edit a service's Actual End Date and Reason for ending service?
Can I add a service enrollment from anywhere?
If you're working with clients within a case, it's best to enroll them for services within that specific case. This helps build connections between the services provided and the outcomes for the people involved. We're expanding fields to make these correlations clearer over time.
Now, not all organizations handle services within a case. For instance, community or homeless services often work with people directly. Users have the option to add service enrollments from both cb Track and cb Engage. But if your work is part of a case, it's a good practice to enroll for services directly within that case for more comprehensive tracking and alignment.
What do I have to do to take advantage of these changes?
To fully utilize these updates, here's what we recommend:
Adding Detailed Information to Service Offerings: Include the unit cost for services. This data will automatically populate service notes, simplifying cost calculations.
Specifying Reasons for Enrollment End: Head to Providers within cb Admin and set up options for the 'Reason for ending enrollment' field. This setup will reflect in both cb Engage and cb Track when you choose to 'End Enrollment' for a service enrollment. This feature allows for better tracking and understanding of events within service enrollments over time.
What kind of services does Casebook allow me to record?
Casebook will enable you to record and track:
Direct services, known as "service enrollments," that you offer to your clients. For instance, services like transportation provided by a caseworker or counseling sessions by a therapist.
Distinguishing between one-time services and those provided repeatedly over time.
Service enrollments facilitated by external service providers, where you might refer clients to external services like parenting lessons. In such cases, you may not directly manage these providers or immediately have detailed information, but Casebook allows for tracking these referrals and eventual service outcomes.
What are some use cases in which these services can be beneficial to our staff?
For Caseworkers: It allows tracking of self-provided services (such as client transportation) and those offered by external providers (like court appearances) for billing and time-tracking purposes.
For Direct Service Providers: Enables monitoring of services offered by both caseworkers directly employed and external providers, ensuring comprehensive tracking of all services rendered to clients.
Will my organization be able to report on the outcomes of these service enrollments?
Will a person's profile reflect these new service enrollments?
Yes, all service enrollments will be displayed on a Person Profile.
Will these case service enrollments be added to a provider profile in cb Track?
No, these case service enrollments will only be displayed in cb Engage on a case record and on a person profile.
What does ‘outcome’ mean & is it configurable?
The outcome field enables you to track the outcome or progress of each service enrollment or service interaction your client is involved in.
Yes, the outcome dropdown is configurable. You can configure this dropdown from the cb Admin application under the cb Engage section and in the Fields tab. (cb Admin > cb Engage > Fields).
Where do you configure service types?
You can configure the service types dropdown from the cb Admin application under the Providers section and in the Fields tab. (cb Admin > Providers > Fields).
How are the provider/service search results sorted?
Our provider/service search field is powered by the Elasticsearch engine. Elasticsearch allows Casebook to fine-tune the search results so that the most relevant results are surfaced based on a user’s query. Elasticsearch is a highly tunable and flexible search index.
The search results returned by a user’s query are sorted by an Elasticsearch score. The search score is determined by a combination of the weights and filters that Casebook has configured and by Elasticsearch’s own internal dynamic metrics. The more relevant the user’s search term is to a particular record, the higher the score will be. The search results that are returned from a user’s query are ordered based on the search score; that score is a composite of Casebook defined rules and Elasticsearch’s internal metrics.
I used service interactions before now. What happened to my data?
It is not lost. We have migrated all your data from service interactions into ‘Service notes’. As a reminder, there are three types of service interactions in the old services experience:
cb Track directory
Here’s an example of a service interaction created on an external enrollment and migrated:
You can see service interactions by clicking on the link ‘X service note’. The service recipient appears as an avatar on the note record.
I can expand the service note and see more data.
We’ve migrated all data except outcome and organization. Outcome and organization data is coming soon. This data is available in reporting now.
Here’s an example of a service interaction created on an internal enrollment and migrated. Note that there are multiple people in the interaction. We will be able to support multiple people in the future. All of this data may not be visible in the UI but it is in reporting.
When it’s migrated, it appears as a note. Service recipient is circled.
cb Track directory
Here’s an example of a service interaction created from cb Track directory.
and migrated to a note.
I tried to edit an existing service note generated from a service interaction created before the migration, and I got a warning message. Why?
Please note that we’ve updated your service interactions to appear as notes. If a user updates a note with a new service recipient, the user will be overwriting information about service interactions.
This may be tempting for people who have multiple service recipients on a note but can only currently see one.
I tried to edit a new service note from before the migration, and I got a warning message. Why?
If a user creates a service note, saves, and then edits a service recipient, the user will be notified that this will overwrite existing information. A new service enrollment and new service interaction will be created.