Case Management

Referrals can be configured to automatically open a Case. A Case is an electronic case file where staff across departments (e.g., financial aid, veterans, tutoring, academic support) can coordinate and collaborate on the follow-up with the student. Cases create a formalized next step for action or intervention on the issued Referral, should that be needed. The decision to automatically open Cases for certain Referrals is entirely up to the department and will differ based on configurations. Click here for more details about Coordinated Referrals and closing the loop. Only staff with appropriate permissions have access to view or manage Cases. There are three ways to view and manage cases through the Bulldog Connect platform: the Cases page, a Student Profile, or through Standard Reports.

Notifications

The Case assignee/owner or original referral issuer will receive notifications about the Case opening and possibly when is closed. If you have questions about what notification emails are being sent submit a TDX ticket.

Case Assignee or Owner

When a Case is opened, a message is sent to all staff assigned to the Case, notifying them of the new Case. The message informs the recipient if they have been assigned to the Case or marked as the owner of the Case. The message below is an example and may look different for your institution.

Cases Icon Page

With the correct permissions, you can view and manage all open and closed cases on the Cases page. It is a streamlined view where users can access and search all cases they have permission to view in one place.

Cases Page

The table of student cases has the following column headers.

Student	Student name associated with the case.
Status	The status of the Case, which can be open or closed.
Care Unit	Care Unit the Case is associated with. Cases can only be associated with ONE Care Unit.
Reason	The Referral Reason that triggered opening the Case.
Date Opened	Date the Case was originally opened.
Opened By	Staff member who issued the Referral.
Date Updated	Date the Case was last updated. This could also be the date of closing the Case.
Updated By	Staff member who last updated the Case.
Assigned To	The staff members assigned to follow through on the opened Case. For example, if the referral reason is Needs Tutoring, a Case could be automatically assigned to the head of tutoring. A Financial Aid referral reason could be assigned to a financial aid services employee. These assignments are configured on the Referral Reasons page and depend on your institution’s user roles and configurations.
Case Owner	The Case owner is someone who has been assigned to and is managing the Case. For example, if a Case is assigned to a group in Financial Aid, the Case owner is responsible for triaging the Case by assigning it to the specific financial aid counselor who will be working with the student.

Actions Dropdown

The following actions can be taken from the Actions menu:

Assign
Close
Send Message
Send Message To Referral Issuer
Create Appointment Campaign
Schedule Appointment
Add Note
Create Appointment Summary
Issue Referral

Manage Case

From this page, you can also manage the Case from this section by selecting Manage Case.

The following list is information and actions in the Manage Case dialog.

Student Name	Name of the student for whom the Case is opened.
Class	The course associated with the issued Referral.
Reasons	The Referral reason.
Case Owner	The Case owner is someone who has been assigned to and is managing the Case. For example, if a Case is assigned to a group in Financial Aid, the Case owner would be responsible for triaging the Case by assigning it to the specific financial aid counselor who will be working with the student.
Assignees	The staff members assigned to follow through on the opened Case. For example, if the referral reason is Career Development a Case could be automatically assigned to their career advisor. A Financial Aid referral reason could be assigned to a financial aid counselor. These assignments are configured for referral reasons and depend on your institution’s user roles and configurations.
Case Activity	All recorded changes to the Case owner or assignees, as well as messages sent to assignees, appointments made due to the case, documented comments, and Case, closed reasons (if closed).
Add Comment	Select this option to add a comment to the Case record.

Warning! Any information you enter into the Bulldog Connect platform pertaining to a student becomes a part of their official student record and may be subpoenaed by that student, as outlined in the Family Educational Rights and Privacy Act (FERPA).

Close Case

Select this option if the Case should be closed. You are directed to the next page, prompting you to choose a required Case outcome and add comments to provide context to closing the Case. See the Closing the Loop article for the faculty’s view of the closed cases.