How do I route a new intake to the right program and caseworker?

The Dashboard’s Review & assign section is where inbound clients become active cases. Each card shows the client, how long they have waited, whether the intake was self-serve, and any safety flag (“Follow your org’s protocol before assigning”).

Reading the pills

• Needs flagged: the client’s need domains, ranked by intake signal strength. A domain goes first (crisis tier) when one of its own safety questions was tripped, such as mental health, housing or family. The general safety questions at the start of the intake belong to no domain, so they raise the safety flag on the card without reordering the pills. After that, domains rank by how many answers flagged them and how severe scale answers were. Numbers mark the top three.

• Route to: suggested service lines, inheriting the same order. A person-check icon marks lines suggested by eligibility answers (veteran status, disability, justice involvement) rather than needs.

• View answers opens the full intake transcript.

The routing decision

Routing order is enroll then assign, because program membership is what starts the funder clock.

1. Enroll in program: the picker marks suggested programs and says what each one funds (“funds Housing”, “funds 2 lines” or “funds none”) and sorts coverage-maximizing programs first. Programs with no linked grant say so.

2. Also enroll in (optional): co-enroll in any additional programs, each one naming the lines it funds. At four programs total, a nudge appears: that is a heavy start; consider beginning with the top 3 and layering the rest in over time. It never blocks; your call.

3. Routing plan map: line by line, who funds each need: Funded (by which program), Unfunded need, or Parked. The map reads your primary program and the first additional program you tick, so a line funded only by a further additional program can show as an unfunded need here and still attaches to that program on accept. When a client has more than three lines, Park toggles appear so you can table some for now. Parked lines still land in the program; the caseworker can request activation later, typically after the baseline reading.

4. Assign to caseworker, then Enroll & assign.

What happens on accept: intake answers become profile fields (veteran status, service branch, discharge, primary language) without ever overwriting staff-entered data; the client’s service lines are created (funded lines attached to their funding program, parked lines attached but inert); program enrollment rows are written (starting the funder clock when the program has a grant linked); the case flips to In Progress; and the intake is marked enrolled.

Defer to Caseworker: when the program call should be the caseworker’s (e.g. funding context they know better), choose Defer, write the required note, and Assign & defer. The client is assigned but stays in the Intake phase; your note travels as a routing case note. The caseworker takes the baseline, the client then appears under Ready to enroll on your Dashboard, and you enroll them there. Caseworkers cannot enroll anyone.

Caseworkers do not see unassigned clients. An org admin does the enroll-and-assign, and the client reaches the caseworker’s Dashboard once assigned.