Shared Needs Management & Case Resolution Manual

Target Role: Intake Staff, Needs Processors, Case Coordinators & Partner Admins

Shared Needs represent constituent assistance requests routed across partner organizations in real time.

Overview

The Shared Needs Workspace centralizes constituent requests into a unified coordination dashboard. Staff can inspect household composition, communicate with constituents across SMS and email, assign subtasks to teammates, resolve duplicate profiles, and transition requests through their operational lifecycle.

graph TD
    Queue["1. Needs Queue Filter & Triage"] --> Detail["2. Open Need Detail Workspace"]
    Detail --> PII{"PII Masked? (pii:read Profile)"}
    PII -->|Reveal Click| FullProfile["View Constituent Phone & Address"]
    Detail --> Comms["3. Multi-Channel Messaging (SMS / Email / Staff Note)"]
    Detail --> Tasks["4. Subtasks Checklist Management"]
    Detail --> Duplicates["5. Duplicate Detection & Merge Resolution"]
    Detail --> StatusUpdate["6. Status Lifecycle Transition (Resolved)"]

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1. Accessing & Filtering the Needs Queue

1. Open the Staff Portal and select Shared Needs from the navigation bar or sidebar.
2. Filter the queue using the status tabs:
   • New / Open: Unassigned or newly submitted community requests.
   • In Progress: Actively handled by assigned staff.
   • Pending Internal: Blocked awaiting partner coordination, inventory, or supervisor review.
   • Pending Client: Awaiting callback, documents, or response from the constituent.
   • Escalated: Nearing or exceeding configured SLA turnaround deadlines.
   • Resolved: Successfully fulfilled requests.
3. Search requests by Constituent Name, Need Reference Number (e.g. DC-10492), or focus keywords.

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2. Need Detail Workspace & Security Redaction

Clicking any need card opens the Need Detail Workspace.

PII Redaction & Role-Gated Reveal

To protect constituent privacy under HIPAA and data confidentiality rules:

• Constituent names, phone numbers, and street addresses are masked by default (e.g. John D., ID: 5adfe4f4...9da6).
• Staff members with the PII Reader profile (pii:read) can click Reveal PII to unlock full unredacted contact information and exact street addresses.
• All PII reveal actions are logged to the immutable audit trail.

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3. Real-Time Multi-Channel Communication

The Messages Panel provides a live chronological timeline powered by Supabase Realtime synchronization:

📱 Outbound SMS

Direct 2-Way Text Messaging

• Send SMS text messages directly to the constituent’s mobile phone via the partner organization’s registered 10DLC route.
• Delivery badges track dispatch status in real time (Pending, Delivered, Failed).
• Inbound replies from the constituent stream automatically into the activity feed.

✉️ Outbound Email

Transactional Email Messages

• Send formal email updates directly to the constituent’s registered email address.
• Rendered with the organization’s branded template and contact footer.

📝 Internal Staff Notes

Private Case Documentation

• Record staff-only observations (e.g. Delivered food box to front porch; constituent confirmed receipt).
• Rendered with a distinctive yellow highlight banner.
• Never shared with constituents or exposed via SMS/Email notifications.

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4. Subtasks & Action Checklist

Complex assistance requests often require multiple operational steps before fulfillment:

1. Locate the Tasks Panel on the right side of the workspace.
2. Click + Add Subtask (e.g. Verify Pantry Inventory, Assemble Baby Formula Kit, Coordinate Volunteer Delivery Driver).
3. Set optional due dates and assign subtasks to specific team members.
4. Check off tasks as they are finished. An uncompleted task counter highlights outstanding items before a request can be closed.

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5. Duplicate Detection & Merge Resolution

When incoming assistance requests match existing constituent profiles in the database (matching on phone number, email, or name similarity):

graph LR
    Match["Duplicate Match Detected"] --> Manager["Open Merge Manager Dialog"]
    Manager --> Resolution{"Resolution Strategy"}
    Resolution -->|Option 1| Merge["Merge Constituent (Combine Profiles)"]
    Resolution -->|Option 2| Household["Add to Household as New Member"]
    Resolution -->|Option 3| Dismiss["Dismiss Recommendation (Keep Separate)"]

The Merge Manager Dialog

1. Click the Duplicate Warning Banner on the need detail screen.
2. The Merge Manager Dialog presents the incoming profile against existing database records.
3. Choose the appropriate resolution action:
   • Merge Constituent: Select target member and launch the Field Conflict Resolver to choose which field values survive (First Name, Last Name, Phone, Email, DOB, Address).
   • Merge Household: Link the profile as an additional dependent or family member under the target household unit.
   • Dismiss Recommendation: Mark profiles as distinct individuals.
4. Click Apply Resolution to execute the database merge.

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6. Request Resolution Workflow

1. Verify that all items in the Tasks Panel are checked off.
2. Add a final Staff Note detailing the resolution.
3. Update the status dropdown to Resolved.
4. The system calculates turnaround metrics and archives the request to the historical ledger.