Consumers Guide to Case Management Systems

Do you store your organization’s client information in a way that it’s not just accurate and reliable, but easily accessible? Can you report on it for funders or your board? Case management systems, sometimes called client management systems, cover a wide array of specialized needs and are often used by vastly different programs. While specific functionality may differ, all case management systems serve essentially the same role: to shepherd clients—whether your organization serves homeless people, students, or even rescue animals—through the series of steps and services your programs provide.

Which is the right system for your organization’s needs and budget? We designed this report to help you decide.

At a basic level, these systems track the information you need to serve your constituents. This might include the individual’s age, address, job history, educational progress, or childcare situation. They also track communications between staff and constituents, individualized plans, and progress toward those plans, allowing you to report on the information you’ve collected. Available systems cover specializations, niches, and sub-sectors.

In this report we examine five widely-used, generalized systems identified through interviews with human services professionals, consultants, academics, and other experts in this field. We also provide a glimpse into the types of systems available and what they typically do to help you get a sense of what to look for in a case management system. We then dive in for a closer look at specific systems and do an apples-to-apples comparison of features to help you understand what might work for you and what differentiates each system.

We researched and wrote this report as part of a larger project funded by the Bill & Melinda Gates Foundation. Thanks to the generosity of our funders, you can download it for free by signing up using the form on the right.