Case Management

Last updated: August 19, 2026

Universal Case Management & Triage

In Memberworks, Case Management is a powerful, broad-spectrum triage engine designed to manage any documented interaction, from incident reports and maintenance requests to "Contact Us" web forms and internal behavioral logs. It leverages the same underlying logic as the Health module, acting as a centralized "source of truth" for the lifecycle of a request or event, from initial submission to final resolution.

1. Structural Setup: Categories & Types

To begin using Case Management, admins must define the organizational classifications in the Case Management Org Settings.

  • Case Categories: High-level buckets (e.g., "Facilities," "Member Relations," "Incidents").

  • Case Types: Specific classifications within a category (e.g., "Equipment Repair" under Facilities or "Injury Report" under Incidents).

  • Dynamic Form Integration: Every Case Type can be linked to a specific form. You create these forms in the Case Forms. This allows you to collect unique data points based on the case (e.g., a "Maintenance" case asks for a room number, while a "Behavioral" case asks for the names of witnesses).

2. Case Visibility & Submission Paths

Memberworks offers three primary ways for a case to enter the system, controlled at the type level:

  • Public Facing (Website): Cases like "Contact Us" can be placed directly on your organization’s public website for members to fill out.

  • Hidden Website Page (/submit-case): A specialized URL allows volunteer or part-time staff to submit incidents (like a playground injury) without needing a system login, while keeping the form off the general navigation menu. This will be accessible from your organizations public website URL with /submit-case added to the end of it. 

  • Admin Only: Internal needs only, anything that does not need to be reported on from a public link (Ex: Insurance certification request) 

3. Detailed Case Management & Management

Once a case is created, it is managed through a comprehensive, permission-based dashboard that tracks every variable of the event:

  • Involved Persons: Admins can link multiple participants or staff members to a single case. For example, if two children are involved in a dispute, both are tagged, and the case will appear in both of their individual profiles.

  • Ownership & Status: Every case is assigned a Case Owner who is responsible for its resolution. Owners can toggle statuses (e.g., "Open," "Pending Review," "Closed") as the case progresses.

    • Cases can also be assigned contributors who will have access to view and manage the case. Visibility of cases can be restricted to the specific case team only, or anyone with the general permissions to view those types of cases.

  • Internal Tasking: Admins can assign Tasks directly within the case to other staff members (e.g., "Maintenance: Please fix the broken treadmill documented in Case #102").

  • Documentation: Cases support file uploads, allowing staff to attach photos of incidents, repair receipts, or signed witness statements.

4. Permissions & Sensitive Data

Because cases often contain PII (Personally Identifiable Information) or sensitive behavioral data, access is strictly governed by the Memberworks Permission Model.

  • The Hierarchy: Access follows the standard Manage ⊃ View ⊃ No Access logic. A user with "View" access can see case lists, while "Manage" is required to change owners, edit details, or delete records.

  • Case Permissions:  The general permissions for cases are configured for each case type in the org case management settings. It is separated out from the standard roles & permissions settings as these can be significantly more sensitive. Each case type can assign roles who are able to view these kinds of cases.

5. Notifications & Audit Trails

Memberworks automates the communication flow to ensure cases are never missed.

  • Notification Rules: Admins can configure rules so that whenever a specific Case Type is submitted, an automatic notification (Email or SMS) is sent to designated department heads.

  • Case To-Dos: If a case requires a member’s signature or additional info, it appears as a To-Do in their member portal.

  • Audit Trail & Timeline: The Audit Trail tab records a system-level log of every change made to the case (who changed the status and when), while the Timeline provides a narrative history of staff notes and task completions.

  • Member Involvement: From the admin view of a members profile, you can see all cases they are involved in. However, from the user view, they will only be able to see cases they submitted from a public page (such as a contact us form). 

6. Reporting & Accessibility

Case data is visible and reportable in multiple locations to ensure high visibility for leadership:

  • Admin Cases Module: A master queue for triaging all open cases across the branch or organization.

  • Mobile Case Management: Staff can report cases on-the-go via the Memberworks Mobile App, facilitating immediate documentation of incidents at camps or off-site events .

  • Case Exports: A configurable export provides any case data chronological history of all case activity for organization-wide based on whatever filters you set. You can also export a zip file of any single case in whole.

System Setup Checklist for Case Management

  • Define Form Fields: Use the Form Builder to ensure your Case Types collect all legally required information.

  • Set Ownership Rules: Confirm that every Case Type has a designated staff member or role for automated notifications.

  • Test Public Links: Verify the /submit-case URL is functional and that the "Contact Us" form on the website maps to the correct internal category.

  • Review Permission Tiers: Ensure only authorized personnel have the "Manage" permission for "Sensitive" case types