Clients typically approach an agency with a program or service in mind that will meet their needs. This can result in clients applying for programs for which they are not eligible, or not being aware of the full range of programs or services that are available to them. CCI addresses this issue by providing features to aid the worker in identifying the needs of the client and then determining the best response for that client.
A client may approach an agency with one or more needs that he or she needs help to address. Client needs are broadly categorized as follows:
CCI provides a triage feature and a life events feature which workers can use to identify the client's needs and determine the best response for the client. Following on from a triage or life event, the worker can continue with a screening, determine the client's potential eligibility for programs provided both internally in the agency, and externally by other agencies. The worker also has the option to create a referral to a community service provider, or to continue with an application for benefits.