Instructions for how to view and manage cases. This document is for staff who will be assigned cases.
\uD83D\uDCD8 Instructions
What is a Case
A case is formal documentation created from an ad hoc alert. The case is then used to document the follow up actions taken for the alert.
How are Cases Created
When an alert is issued using any one of the ad hoc alert types a case will be automatically created.
Who Manages Cases
Cases are assigned to/managed by the students assigned Success Navigator. If a Success Navigator is not assigned to the student the Student Outreach and Retention office will manage the case.
Cases Training Materials
Please see the following training materials for how to view and manage cases in more detail. This documentation is for staff that will be assigned to/ managing cases.
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View / Manage Cases
There are two ways you can navigate to cases:
From the link sent to your email when assigned the case
From the Case Icon in the Navigation
Email Link
Click on the “View Case Details” link shown in your email.
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This will bring you directly into manage the case for that specific student.
Follow the instruction below starting with Case Assignment if needed otherwise move further down to the Add Comment and Close Case section.
Case Icon in the Navigation
Log into Navigate if you are not already logged in.
Click on the Case icon in the left navigation.
The cases widow will open.
The “Open” cases with the “Alert” type will show by default.
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If you want to see cases where students have submitted request you will need to change the Alert Type filter to “Request Assistance”.  |
Most staff will only see the cases assigned to them unless they have been granted permissions otherwise to see all cases.
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Filters at the top of the page can be used to narrow down the list of cases you want to see. |
If needed select the filters you want to apply. After you are done choosing your filters you must select Search to apply the filters to your list.
Case Assignments
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Only certain staff will have permissions to add / remove assignees. |
The top area will show who the case is assigned to.
The case can be assigned to more than one individual.
Manage / Update a Case
Step 1: Look for Duplicate Cases
Review your list of cases to see if there are duplicate cases.
Duplicate Case = Multiple cases for the same student + the same issuer + the same comments (only the alert reason will be different).
If you have a duplicate case you will need to close one of the cases using the Duplicate case outcome. The other case will be used for your notes.
Select Manage Case for the one you would like to mark as duplicate and follow the steps under How to Close a Case.
Outcome should be Duplicate case (multiple cases issued for the same concern)
Comments should say closing because of duplicate case.
If you don’t have any duplicate cases proceed with Step 2 below.
Step 2: Update the Case
Click the Manage Case button to the right of the case you would like to view.
The manage case window will open.
The student name, reason, and assigned staff will show at the top of the window.
Case Activity
The case activity area will show all of the details about the case from creation to close.
Add Comment
Select the Add Comment button under the Case Activity.
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The comment box will now show for you to type.
Include when/how you reached out to the student
Whether a meeting took place
If meeting with the student create an appointment summary to complete the meeting
Any other detail you feel necessary
Be careful when enter information here, other staff who have access to cases will see your case comments.
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Select Add Comment.
Your comment will now show in the Case Activity area.
Close Case
When to Close the Case
Cases should be closed within two weeks of the open date.
After you have reached the student.
ORAfter two attempts to reach them without response.
How to Close the Case
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Select the Close Case button.
Click in the Outcome field.
Choose the appropriate outcome for your case.
Add a comment to close the case (i.e. appointment set with the student, duplicate case, etc.)
If you would like, check the box next to Allow closed comments to be shown in email.
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If you check the box to Allow closed comments to be shown in the email then the comments along with the case outcome will be sent to the staff that issued the ad hoc alert or in the case of a request for assistance then the case close email (with comments if the box is checked) will be sent to the student who requested the assistance. |
Select Submit to close the case.
Example of case closed email (including comments).
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You can find this case now when filtering on the case status of Closed. It will also show on the student profile under the Reports/Notes tab. |
\uD83D\uDCCB Related articles
Cases (EAB Help Center)