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Administration & Settings
Understanding Case Management Roles
Explains the Case Management roles in FORWARD Direct and what each role is responsible for. Use this guide when you are setting up a Case Management program and need to assign the correct permissions for managing client records and accessing sensitive information.
When Should I Use This?
Use this article when you need to:
Add staff to a Case Management program
Decide which users should manage client records versus supervise case work
Control who can access personally identifiable information (PII)
Confirm role responsibilities before assigning access in Program Team
Step-by-Step Instructions
Use these steps to review or assign Case Management roles:
Open Programs.
Select the Case Management program you want to manage.
Go to Manage Program.
In the left menu, select Program Team.
Click New to add a user, or select an existing user to edit.
In Role(s), choose one or more of the following Case Management roles:
Case-Manager
Case-Manager-Supervisor
PII-Viewer
Click Save to apply the role assignment.
Common Mistakes to Avoid
Assigning PII-Viewer to users who do not need access to sensitive information
Expecting Case-Manager to have supervisor-level permissions
Forgetting to assign at least one role that can actively manage client records
Confusing Case Management roles with review roles used in non–Case Management programs
Best Practices for FORWARD Direct Users
Assign Case-Manager to staff responsible for day-to-day client file updates and management.
Use Case-Manager-Supervisor for staff who need to oversee case managers and manage assignments.
Assign PII-Viewer intentionally when your program collects or reports personally identifiable information.
Review Program Team roles before program activity begins to confirm access aligns with responsibilities.
Case Management Roles Explained
Case-Manager
The Case-Manager role is responsible for managing client files. This includes reviewing client information, updating records, moving cases through stages, and managing assignments.
Case-Manager-Supervisor
The Case-Manager-Supervisor role includes all Case-Manager responsibilities, with additional permissions to oversee and manage case managers. This role is used for supervision and coordination of case work.
PII-Viewer
The PII-Viewer role allows access to materials that include personally identifiable information (PII) in segregated areas of the portal. This role is recommended when a program collects or reports PII.
FAQ
Who should be assigned the Case-Manager role?
Assign Case-Manager to staff who manage client files, update records, and move cases through the program workflow.
What is the difference between Case-Manager and Case-Manager-Supervisor?
Case-Manager-Supervisor includes all Case-Manager permissions, plus the ability to oversee and manage other case managers.
When should I assign the PII-Viewer role?
Assign PII-Viewer when a user needs access to personally identifiable information collected or reported by the program.
Can one user have multiple roles?
Yes. A user can be assigned more than one role in Program Team if their responsibilities require it.
Are these roles only used for Case Management programs?
Yes. Case-Manager and Case-Manager-Supervisor are used specifically for Case Management programs.