• Locate the Carer/Client Record:
    • Use the quick search to locate the relevant Carer/Client record.
    • Using the Contact ID is preferable, but you can also search by name.

  • Navigate to the Contact Summary Page:
    • From the search results, select the contact from the drop-down to open their Contact Summary Page.

  • Access the "Cases" Tab:
    • Once on the summary page, navigate to the "Cases" tab in the left-hand menu.
  • Click the "View Case Activities" button.

  • Edit the Support Request Activity
    • In the new window, locate the support request activity and select "Edit".
  • In the "Assigned to (INTERNAL ONLY)" field:
    • Click the "X" to remove the current contact.
  • Start typing the name of the team you wish to reassign to and select it from the list.

Update the "Support Request" Section:

  • Expand the "Support Request" section if necessary by clicking it.
  • In the "All Services - Service" field:
    • Click the "X" to remove the current team.
  • Select the correct team from the drop-down menu.
  • Save Changes:
    • Press "Save" to confirm your updates.
  • Optional: Change the "Activity Subject":
    • Hover over the "Activity Subject" field, click into it, and type the new subject.
  • Press the blue tick to save the updated subject.
  • Navigate to the "Cases" Tab:
    • Once you are on the contact record, navigate to the "Cases" tab on the left-side menu.
  • Select the "Manage" button.
  • This will open a new tab in your web browser.

  • Navigate to the "Roles" Section:
    • In the newly opened tab, find and navigate to the "Roles" section. *Note you will need to make sure the "Show Inactive Relationships" checkbox is not checked.

  • Check for a Case Coordinator Role:

    • Check that there is a Case Coordinator Role assigned.

  • If you do not see a Case Coordinator Role, follow the next steps.
  • Add a New Role (if needed):
    • Press the "Add New Role" button.

  • Assign the Case Coordinator Role:
    • Select the Relationship as "Case Coordinator Is (manager)".
    • Choose yourself (if you are the Case Coordinator) or select the person you want to assign as Case Coordinator.
  • Save the Changes:
    • After selecting the appropriate person, press "Save".
  • If you do see a Case Coordinator Role, follow the next steps.
    • Navigate to the "Actions" column press the blue pencil

  • From the new menu find the contact you wish to reassign the case to
  • Save the Changes:
    • After selecting the appropriate person, press "Save".