Program and Case Management

Modernize and streamline the everyday functions that your agency, department, or organization performs to maintain safe, healthy, and thriving communities. Unified, purpose-built tools and automated workflows enhance service delivery and coordination of care by removing common administrative silos and roadblocks.

Program and Case Management supports these common use cases.

Note These are common primary use cases, not all possible uses. Some aspects of Program and Case Management are more relevant to certain industries than others, but the flexible, robust nature of the tools makes them useful in a wide variety of contexts.

Social Care

Program and Case Management provides tools specially designed to improve delivery of programs, benefits, and services to individuals to find employment, alleviate homelessness, and improve domestic circumstances.

Configure programs and benefits that align with the services that your agency offers, such as job placement and training, aid to families and children, hunger relief, and programs for older adults. Set up goals, tasks, and care plans that caseworkers or other staff members can assign to individuals to guide them toward positive outcomes and self-sufficiency. Track attendance and use reports to measure the effectiveness of programs and benefits. Help individuals make continued progress by using Salesforce alerts and notifications to send personalized communications.

Use Experience Cloud to create a portal where individuals can view information about available services, determine their eligibility, and apply for assistance. Create referrals to connect individuals to programs offered by other agencies or departments, and manage inbound referrals to enroll people into programs that your agency administers.

Human Resources

Use Program and Case Management to process complaints related to inequity, discrimination, harassment, or safety concerns in the workplace. Deliver training programs to help individuals upskill and advance their careers.

Student Support

Create support programs to elevate student success at all levels, including primary and secondary education. Provide mentoring and other support programs that help students achieve their fullest potential and achieve academic success. Create career services, mentoring, and other support programs that use intake assessments for self-enrollment, and make the assessments available on a portal for students to sign up. Accelerate advising services by using care plans to assign goals and tasks that guide learners toward achieving their objectives, and enroll them in mentoring or tutoring programs. Create record alerts to help support staff monitor concerns about grades, attendance, and other areas that affect student success.

Training and Development

Create support plans and provide coaching and training programs, such as investment support, IT support, and technical skills development training, to help you reach your business goals.

From cleaning the oceans and protecting wildlife habitats to creating safe educational opportunities for girls and economic self-sufficiency for women, the flexible data model and robust tools and workflows in Program and Case Management enable you to efficiently and accountably deliver on your mission to support your community.

No matter how you use Program and Case Management, consider creating a portal that individuals can use to find information about programs and benefits, determine their eligibility, file complaints, and apply for assistance. See your cloud's documentation for information on how to create an Experience Cloud site for your community.

• Program Management
  Modernize and simplify the everyday tasks that organizations, service and support agencies, institutions, and departments do to maintain safe, healthy, and thriving communities. Break down common administrative silos and roadblocks by using a single system with purpose-built tools and automated workflows to enhance service delivery and coordination.
• Case Referral Intake
  Fulfill your mission to serve your community by effectively processing referral requests to match individuals with support services and social and educational programs provided by your organization or by an external provider. Use guided flows to quickly submit referral requests and create cases for them. And use them to collect information from individuals and determine the programs and services that can help them. Then, create cases from submitted referrals that caseworkers or other staff members can use to refer individuals to providers that offer the programs and services that meet the individuals’ needs.
• Complaint Management and Incident Tracking
  Foster and maintain thriving communities by documenting incidents or concerns reported by individuals about someone’s personal health, safety, behavior, or well-being. Use guided flows to collect information from people who report an incident or a concern, and create cases from complaints so that you can investigate. Create care plans to support individuals with programs, benefits, and services that provide assistance and alleviate hardship.
• Care Plans for Program and Case Management
  Create personalized care plans to help individuals achieve their potential and accomplish life goals.