Introduction

(Including converting an Interaction to a Case)

This guide explains how to create a Case in iMIS.

In most situations, a case should be created by first recording the member contact as an Interaction, then converting that interaction into a case once it becomes clear that ongoing work is required.

Before you start: Why cases usually start as interactions

In practice, MSOs will often begin by recording an Interaction while speaking with or corresponding with a member. At that point, it may not yet be clear whether the matter will require a case.

Creating the interaction first allows you to:

• capture the initial contact and notes in real time, and
• decide at the end of the interaction whether the matter needs to progress to a case.

Once it becomes clear that follow-up or ongoing work is required, the interaction can then be converted to a case, carrying the relevant information across.

For step-by-step guidance on creating an interaction and converting it to a case, refer to:
Creating an Interaction in iMIS and Converting to a Case

Exception:
In the rare situation where you already know a case is required at the outset, a case can be created directly from the member’s Cases tab.

Step 1: Navigate to the Member Profile in iMIS

Searching for the member is the same process as outlined in the interaction guide, refer to the link above. 

Tip: If you are unsure whether the issue has already been raised, review recent interactions before creating anything new.

Step 2: Create the Case

Option A (recommended): Convert an Interaction to a Case

1. Create the interaction and complete the notes.
2. Confirm all relevant interaction details are entered.
3. Once it is clear that ongoing work is required, click Convert to Case.
4. Review the case fields that populate automatically and complete any missing information.

This is the standard approach and should be used in most circumstances.

Option B (rare): Create a Case directly from the Cases tab or quick select buttons

1. Open the member’s profile.
2. Navigate to the Cases tab.
3. Click Add New Case for [Member name] or Create Case button below summary detials on the left
4. Complete all case fields (see below).
5. Submit/save the case.
   

Step 3: Complete the Case Fields

All of the following fields should be completed every time a case is created, even if iMIS does not mark them as mandatory.

Required case fields

• Case Type/s
  Select the most appropriate case category, can click multiple. 
• Case Status
  Defaults to open and unlikely to ever need to change when a case is created. 
• Description
  Notes must follow the standard structure (see Step 4).
• Next Steps
  Clearly record what needs to happen next. This should be specific and actionable, it will likely be a copy and paste of your actions from the description. 
• Staff Member
  Allocate the case to the appropriate MSO, team, or role in line with allocation processes.
• Relevant Job
  Record the relevant workplace or job connected to the issue.
• Follow-Up Date
  Set a follow-up date aligned with what was discussed with the member and the required next step.

Step 4: Case Notes – Required Structure

Case notes follow the same structure as interaction notes and should be written so another MSO or supervisor can easily understand the matter.

Required structure:

• Background
  Employment length, classification, role, and relevant context.
• Issue
  What the member needs assistance with. Limit this to one or two clear issues.
• Member Seeking
  The outcome or resolution the member is seeking.
• Advice
  Advice provided (if any).
• Actions
  Actions arising from the advice, including who is responsible and any agreed timeframes.

Step 5: Create the Case

• Review that all required fields are complete.
• Click Create button to publish the case to the member’s profile.

Step 6: Upload Relevant Documents 

If the member has already provided relevant documents or emails upload these to the case by either:

1. Documents - Clicking "File uploader" and dragging relevant documents and clicking save. 
   
2. Emails - If in your inbox then use save to iMIS function in outlook, if in Zoho link ticket to the first note. 

What Good Looks Like – Cases in iMIS

A case is completed to a good standard when:

✔ Created at the right point

• The initial contact is recorded as an interaction
• The interaction is converted to a case once it becomes clear ongoing work is required
• Direct case creation is only used when the need for a case is clear from the outset, this rarely occurs in the MSD

✔ All key fields are completed

• Case Type, Relevant Job, Notes, Assigned To, Follow-Up Date, and Follow-Up Actions/Next Steps are all completed

✔ Notes are clear and structured

• Notes follow Background → Issue → Member Seeking → Advice → Actions
• Issues are clearly defined and not combined
• Actions and responsibilities are clear

✔ Next steps are obvious

• A follow-up date is set
• Next steps are specific and actionable
• Another MSO could continue the case without needing to re-contact the member unnecessarily