Case stages

The timeliness with which a referral receives a response from a local service is a KPI/PPM for that agency. You can read about the key performance indicators for local services in the Program Guidelines p23.

Sometimes therapeutic or financial counsellors or practitioners might work with a client and then get around to recording the work in the system later on. It’s really important that you monitor your incoming cases and promptly report your response in Gambler’s Help Connect or it looks like you haven’t done anything about your new client – even if you have!

Case	Icon	Stage description
A client presents for service. An intake worker at a local service or a telephone counsellor at the Helpline creates a new case for them in Gambler’s Help Connect.		Incoming: Indicates that a client has requested therapeutic or financial counselling, or callback, and has been referred to a local service. Gambler’s Help Connect assigns a creation date to the case. The case displays in the Incoming list. The agency must respond by midnight of the following business day or the stage changes to Overdue and the case displays in the Overdue list.
The intake worker acknowledges receipt of the referral but is unable to contact the client or assign it to a counsellor at this time.		Acknowledged: Indicates the case is ‘parked’ until the intake worker can successfully contact the client or assign it to a counsellor. The case displays in the Incoming list.
The intake worker assigns a counsellor to the case as primary care provider.		Assigned: Indicates the intake worker has referred the case to therapeutic or financial counsellor for follow up. The case displays in the Incoming list and in the My Cases list of the assigned counsellor. The counsellor must respond by midnight of the following business day or the stage changes to Overdue and the case displays in the Overdue list.
The therapeutic or financial counsellor accepts the referral and proceeds with the case.		Accepted: Indicates the case is active. The case displays in the Cases list and in the My Cases list of the assigned counsellor.
The therapeutic or financial counsellor is unable to proceed with the case.		Rejected: Indicates the counsellor rejected the assignment and another counsellor must be assigned. The case again displays in the Incoming list. The agency must still respond by midnight of the following business day or the stage changes to Overdue and the case displays in the Overdue list.
Treatment service finishes.		Completed: The case is inactive. (This stage can apply to any case type). The case displays in the Cases list.
A group case is active.		Active: A group case is active. The case displays in the Cases list and in the My Cases list of the assigned counsellor.
The agency has not responded to the referral within the required timeframe.		Overdue: Indicates the case stage is either incoming, assigned or rejected (or a combination of these) beyond midnight of the business day following the creation date (incoming), the assigned date (assigned) or the rejection date (rejected). The case displays in the Overdue list.