Team case management

The organisation admin has a team view of all active cases, a dashboard that shows which families are assigned to which advocates, their case status, and how recently each connection has been active.

The team dashboard

From the Organisation admin panel, select Cases to open the team dashboard. This shows:

• All active family connections across the team
• Which advocate each family is assigned to
• The last activity date (last message, last vault access)
• The current EHCP case status for each family
• Any overdue next actions flagged in any case

This view helps you quickly identify cases that may need attention, families with no recent activity, cases with overdue actions, or advocates who are overloaded.

Assigning cases

When a new support request comes in through the organisation (via the support ticket system), the admin assigns it to a team member. When assigning:

• Consider each advocate's current caseload and specialism
• Check whether the incoming case type matches any advocate's specific expertise
• Ensure the assigned advocate is available to respond promptly

The family is notified which advocate has been assigned to their case.

Reassigning cases

Cases can be reassigned between team members at any time. When reassigning:

• The outgoing advocate's Vault access is revoked
• The incoming advocate is granted access (the family is notified)
• The message history carries over to the new connection

For significant reassignments, where the family has built a relationship with the outgoing advocate, communicate the change directly and sensitively, ideally with a handover message from the outgoing advocate.

Monitoring capacity

From the team dashboard, you can see each advocate's active case count. If an advocate is at capacity, pause incoming assignments to them until cases close.

If a team member is absent, their cases may need temporary cover. The admin can add a second advocate connection to a family for cover purposes, giving the covering advocate read access to the Vault without fully reassigning the case.