Industry: Human Services / Case Management
Platform: Salesforce (Apex + LWC + Custom Metadata + Client Portal)
Challenge:
Human services organizations supporting individuals and families faced fragmented workflows across service intake, eligibility determination, case assignment, assessments, care planning, and client documentation. Manual processes and disconnected systems led to data gaps, compliance risks, and limited visibility across the full client journey—making it difficult to track referrals, manage caseloads consistently, and meet regulatory documentation requirements across varied programs.
Caresphere Solution:
Caresphere is a comprehensive Salesforce-native case management platform built on Apex and Lightning Web Components (LWC) that unifies the complete client lifecycle—from initial referral intake through eligibility, service assignment, care planning, assessments, discharge, and client portal access—within a single, auditable system of record. A configurable module framework allows the same platform to support varied program designs without custom development for each.
How Caresphere Delivers
- Service Request & Referral Lifecycle – The platform manages the complete referral journey from New through eligibility review, waitlisting, case worker assignment, and acceptance. Multiple record types support standard referrals, applications, external referrals, and incident reports. Program- and service-level module configuration controls which features are available per referral, keeping workflows relevant to each program.
- Assigned Service & Case Delivery – Once a referral is accepted, a single guided action creates an Assigned Service and links all household clients. The service record becomes the hub for intake, assessments, forms, goals, interactions, and discharge—with status tracked from Active through Completion or Discharge. Services not ready for discharge are protected by module-level configuration, preventing premature closure.
- Configurable Intake & Household Management – Intake modules are configured per service or program and presented as a guided step-based wizard covering household data, client profiles, and life-domain information (housing, health, employment, education, income). Household membership and relationships between clients (e.g. parent–child) are managed via a dedicated household model and used consistently across intake, referrals, and service assignment.
- Assessments, Care Plans & Outcomes – Configurable assessments built in a step-based wizard support sections, scoring, dependent follow-up questions (up to three levels), and automatic field updates on completion. Assessment results create Outcome records with scores and responses. Care plans—driven by plan templates—define goals and steps linked to assessments, with optional electronic signature capture for client consent and audit compliance.
- Dynamic Forms & Document Collection – The form builder lets administrators design multi-object forms (primary, parent, child, and grandchild objects) with pages, sections, visibility rules, and formula fields—without writing code. Forms can be launched from records, emailed to clients via encrypted links, routed for signature, or printed. Documents are centrally collected, categorized, dated, and shareable with contacts and accounts, supporting compliance and case file requirements.
- Eligibility Determination & Incident Reporting – Configurable eligibility rules are evaluated per program and fund, with results stored against the application. Staff can override eligibility denials with documented reasons when policy permits, preserving a full audit trail. A separate six-step incident reporting tool (details, participants, maltreatments, screening, response time, confirmation) creates structured incident-type service requests for child welfare and similar programs.
- Social Determinants of Health & Life-Domain Tracking – The platform captures social determinants of health across domains including housing, employment, education, healthcare access, basic needs, and economic stability—linked to each client’s referral or assigned service. Domain results are visualized with status indicators, pie charts, and trend reports, giving case workers and supervisors a comprehensive picture of client circumstances over time.
- Client Portal, Provider Enrollment & Shared Question Bank – A client-facing portal enables self-service applications, assessment completion, care plan access, and appointment requests—with module visibility controlled by configuration. Providers submit enrollment requests for catalog services and manage staff applicants through an approval workflow. A central question bank (shared by assessments and forms) supports import/export for cross-org reuse, reducing duplication and maintaining consistency across programs.
Business Impact
- Single system of record for the full client journey—from first referral through eligibility, service delivery, care planning, and discharge
- Configurable module framework allows one platform to support varied program designs without per-program custom development
- Reduced compliance risk through structured eligibility tracking, audit trails, electronic signatures, and incident documentation
- Holistic client view with social determinants of health, life-domain data, assessments, and outcomes in one place
- Client-facing portal and provider enrollment portal extend the platform beyond internal staff—reducing manual intake and improving service access