ASB case progression management overview
An ASB case is the framework by which reported incidents of anti-social behaviour impacting on social housing provision are managed through Civica Cx Housing. Typically, a member of the housing organisation would generate a new ASB case as a consequence of the reported incident, defining how the matter should be progressed from that point forward. An ASB case is defined by one or more associated categories that most closely match the nature of the incident - a physical assault, a dispute over parking, loud music, etc. - and any number of categories can be linked to reflect all dimensions of the incident, as described by the complainant. Therefore one reported incident can often result in several categories being linked to an individual case, either at the point of first contact or subsequently, as the case file is being compiled. The overall case owner is assigned manually at the point of initial creation and all tasks within the case are automatically assigned to them, by default. Individual task ownership and supporting managerial responsibility can be devolved to others, making use of their specific skill set, or to ensure that cases are being actively progressed during periods of annual leave. The benefit of this approach is that different individual owners and teams can be assigned discrete elements of the ASB case for onward progression, based on their contribution within the housing organisation.
An ASB case is inextricably linked to the associated tasks that constitute the workflow path. Therefore, a case cannot exist in isolation but instead comprises a series of tasks that define the progression steps to be conducted by the owner from start to finish. Hence, in reviewing the progression status of a case, it is important to take a holistic view in the context of the individual task elements. From an end user perspective, all assigned cases - at individual and role level - can readily be viewed and progressed via the 'cases and tasks' Home pane. This is in essence a 'to do' list, with real time information presented on the status of each case. Simply by double-clicking on an entry included within the list, an end user can launch and progress the case. To keep track of progress, any number of notes can be appended to each case, appearing as discrete entries within the event history log. Similarly, any number of file attachments can be linked in order to provide contextual background, and serve as a single point of reference for all related progression activities.
Defined at task level, the timeline for an ASB case can be controlled by a Service Level Agreement (SLA), in line with the housing organisation's customer charter, calculating the required target completion date for each progression element of the case i.e. the individual SLA target for each inherent task, the task dependencies and lag period are all taken into account. An ASB case or task element can be placed on hold in circumstances where no action can be taken for a set period of time. For instance, it would be legitimate to place on hold a case where an interview has been scheduled with the principal complainant who is known to be on holiday. As part of the process, a future release date would also need to be specified for the case, ensuring that no open customer interactions remain static without a set progression point. Ownership of a case can also be reassigned at any point to take account of workload, staff absence, etc.
Separate help articles have been created for each key aspect of ASB case progression management, including: