Cases are created and managed by case workers with case owner and case supervisor user privileges.
The case owner is responsible for a case. Typically, the case owner maintains case information, gathers case information, checks eligibility, and submits the case for approval. The case supervisor verifies the data entered by the case worker and approves the case for activation.
The application provides a sample case ownership strategy which can be overridden by agencies as required. The sample case ownership strategy determines the initial case owner based on whether the case is an integrated case or a product delivery case. When an integrated case is created, the case ownership strategy automatically sets the initial case owner to be the administrator of the primary client. When a product delivery case is created, the system automatically sets the owner of the related integrated case to be the initial owner of the product delivery case. When an integrate case is reopened, the case ownership strategy sets the reopened case owner to be the administrator of the primary client.
The agency's own case ownership strategy can be configured depending on its requirements. For example, the agency may wish to direct Food Stamps cases to one set of users and Income Support cases to another set of users. For more information on configuring case ownership, see Configuring Case Ownership.
The case owner can also be manually set to be any user or organization group such as an organization unit, position, or work queue. If the case owner is set to an organization unit, work queue or position, any users who are members of the organization group can progress work on the case. For further information, see Manually Changing the Case Owner and Case Supervisor.