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Viewing Master Cases

A master case is a portfolio that contains all of the benefits cases for a family. All of the benefits cases for a family are associated with the primary contact for that family, the head of household. This contact record is associated with a single master case, and a master case is associated with a single contact.

By default, cases for the benefit category are associated with master cases. However, by default, cases for nonbenefit categories, such as investigation, immigration, and tax, are not associated with master cases. Administrators must configure this association. For more information about this configuration, see Associating Manually Created Cases with Master Cases.

Because a master case provides a holistic view of the cases for a family, an agent who is working on a case for that family can access the master case to see the cases of other agents who are serving that family. An agent can also access this view to determine whether a family applied in the past for the same social service or for different social services that the agency offers. In the Master Case view, you can view (but not change) the activities and calendar for the cases that are associated with a master case.

This task is a step in Roadmap for Managing Benefits Cases.

To view a master case

1. Navigate to the Contacts screen, then the Contacts List view.
2. Drill down on the Master Case number (#) field of the contact record for the citizen.

   Alternatively, to view a master case, you can drill down on the Last Name field of the contact record, and navigate to the Master Case view. In this view, you cannot add cases to the master case, and you cannot view the activities and calendar for the master case.

   The Master Case form appears, and below the form, a list of cases that are associated with the master case appears. The following table describes some of the master case fields and case fields.

   Field	Description
   Master Case Fields
   Name	Displays the name of the master case. This field has the following format: Contact Full Name. If a citizen changes the contact name in a submitted application, then the master case name for the citizen does not change.
   Status	Displays the status of the master case in the agency's processing. Values include: Active. The citizen currently needs agency benefits. Inactive. The citizen no longer needs agency benefits. For example, the citizen is dead.
   Master Case #	Displays an automatically generated number that uniquely identifies the master case.
   Team	Displays the value in the Team field of the contact record for the master case.
   Contact Last Name	Displays the last name of the citizen who is associated with this master case.
   Contact First Name	Displays the first name of the citizen who is associated with this master case.
   Organization	Displays the organization that is associated with the master case. This field is populated with the value in the Organization field of the contact record for the master case. To change the default value in this field, you can navigate to the contact record for the master case, and change this field in that record.
   Description	Displays a description of the master case.
   Case Fields
   Case Number	Displays an automatically generated number that uniquely identifies the case.
   Case Name	Displays the name of the case. For cases that are automatically created from applications submitted on a self-service Web site, this field has the following format: Contact Full Name - Creation Date - Application Number. To view the case, drill down on this field.
   Status	Displays the status of the case in the agency's processing. Values include: Submitted. The case is submitted for manager approval. Rejected. A manager did not approve the case. Active. A manager approved the case, and agents are working on the case. Inactive. A manager approved the case, and agents are no longer working on the case. Closed. The case is closed.
   Sub-Status	Displays a further clarification of the case status.
   Type	Displays the type of benefits or immigration program applicable to the case. For cases that are automatically created from applications submitted on a self-service Web site, this field has a value of Other, but agents can change this value. Additional values include Food Stamps, Medical Assistance, Cash-Financial Assistance, Child Care, Unemployment, Visa, Passport, and Citizenship.
   Category	Displays the category of the case. For social services, this field always is Benefit.
   Date Opened	Displays the date and time that the case is created.
   Date Closed	Displays the date and time that the case is closed.
   First Name	Displays the first name of the citizen who is associated with this case.
   Last Name	Displays the last name of the citizen who is associated with this case.
   SSN	Displays the social security number of the citizen who is associated with this case.
   Team	Displays the user ID of the agent who uploaded the application for the citizen and thus created the case.

3. To view the activities for the cases that are associated with the master case record, navigate to the Activities view.
4. To view the calendar for the cases that are associated with the master case record, navigate to the Calendar view.