How to Manage Applications and Case Files

When Should I Use This?

Use this workflow when you need to:

• View all submitted applications in a program using All Applications 

• Focus on your personal workload using Applications Assigned To Me 

• Prioritize applicants who contacted you using New Communication 

• Open an individual application to Set Status, Assign Case, and review the case History 

Step-by-Step Instructions

1) Open the Applications queue for the right program

1. Go to the Programs tab. 

2. Use the Programs / Applications toggle to switch into the Applications view. 

3. Use Program Selection to choose the program you want to work in.

2) Choose the right queue view from the LEFT MENU

4. In the LEFT MENU, select a queue view:

   • All Applications (all submitted applications for the program) 

   • Applications Assigned To Me (pre-filtered to applications assigned to you) 

   • New Communication (applications with new inbound emails, SMS, or calls) 

5. If you don’t see expected menu items, confirm your permissions (the menu displays items based on user permissions).

3) Search, filter, and sort the queue

6. Use the Search Bar (magnifying glass icon) to search for applications. 

7. Use Paste IDs to search by Application ID. 

8. Use queue tools and filters as needed:

   • Download / Copy / Trash icons (download all, download selected, or clear filters to start a new filter session) 

   • Status 

   • Submission Date (preset ranges or “Start date - End Date”) 

   • Last Contact Date (most recent communication through the communications center) 

   • Assigned to 

   • Sort by and Order (ascending/descending)

4) Open an application and manage the case file

9. Select the ↗ next to a case to open it. 

10. Use Set Status to update progress (status changes can log a timestamp and may trigger workflow automation). 

11. Use Assign Case to assign or reassign the case (reassigning sends a notification to the new reviewer). 

12. Use Manage Notes for internal notes (timestamped and tagged by author). 

13. Use Manage Calls, Manage Emails, and Manage SMS to view/send/log communications. 

14. Use See Transitions and See Full History to review status changes, assignments, notes, and communications over time.

Common Mistakes to Avoid

• Searching for an Application ID in the general search instead of using Paste IDs. 

• Forgetting to clear filters after a filtering session; use the Trash icon to start a new filter session. 

• Expecting to see permission-based sections you don’t have access to (menu items display based on permissions).

Best Practices for FORWARD Direct Users

• Use Applications Assigned To Me to keep your personal queue manageable. 

• Use New Communication to prioritize applicants who need a response. 

• When you change Status, plan for the system to log timestamps and potentially trigger workflow automation. 

• When reassigning cases, remember the new reviewer receives a notification.

FAQ

How do I see only the applications assigned to me?

Use Applications Assigned To Me. It is a pre-filtered queue that shows only applications assigned to the logged-in user. 

How do I find applications with new inbound messages?

Use New Communication to view applications with new inbound communications, including emails, SMS, or calls. 

How do I search by Application ID?

Use Paste IDs to input the Application ID and search for a specific application. 

What happens when I update an application’s status?

Status changes can log a timestamp and may trigger workflow automation. 

Who gets notified when I reassign a case?

Reassigning sends a notification to the new reviewer.