Function: Case management and service delivery

This domain covers a person’s contact with a service, from referral to recorded outcome. Two traditions sit inside it. In casework, a support worker holds a caseload, and the record follows a person through assessment and review. In service delivery, an organisation has to show who received a funded service, when, and to what standard.

Common features include access-controlled records and referral tracking, safeguarding and risk-escalation workflow, and validated clinical or psychometric tools such as PHQ-9 or CORE-10. Where services are commissioned, this also covers eligibility checks, rostering, visit logging, and claiming against a funder’s price list. A case-note field on an ordinary contact record isn’t enough to count.

Products in this domain split into two groups, depending on where they came from. State-inherited products, used in Spain, Italy, Sweden and Portugal, connect directly to national means-testing, population-registry or social-security systems, and usually only work in their country of origin. Charity-native products, such as Lamplight and Charitylog in the UK or CharityTracker and Bonterra Apricot in the US, aren’t tied to a government system in the same way, so they travel more easily. These systems often record some donation or grant income against a case, since funders want to see outcomes linked to what they paid for. That’s usually enough for a funder report, not enough to run fundraising on.

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