Cases

A case starts with an applicant, a case number, the date submitted and a due date. The assigned officer owns the working record as it moves from Submitted through Verification and Review. The manager can see the same caseload by state and due date in Business Overview. For example, an application due next week should remain visible beside the officer responsible for checking its evidence. Its status should explain where it stands to the next person who opens it.

The case type provides a local way to distinguish kinds of applications. Agree on that wording before intake so officers use it consistently. An applicant is a party record, which can also carry contact email and a reference number. The officer is a person linked to a platform user. Those links matter when work is reassigned or a reviewer needs to identify who handled the application.

• Intake. Capture the applicant, case number, case type, submission date and due date before assigning the officer.
• Working state. Use the case status to show whether the application needs verification, is under review, has a decision or is in appeal.
• Oversight. Compare open and overdue cases with the manager’s filtered caseload before shifting work.

Set the office’s due-date policy, who may assign an officer, how case types are named and when a case can be closed. Decide how an appealed case returns to a reviewer. The saved overdue list shows unfinished cases whose due date has arrived and is a useful daily check, but the team needs a clear rule for acting before a deadline. Assign someone to examine cases whose due date has passed regardless of their displayed status.

Take one submitted application with an applicant and assigned officer. Check its documents and attributed actions, then ask a different reviewer to inspect what is recorded. If the evidence is incomplete, the officer should make the Verification state meaningful by recording the needed follow-up. When the case is ready, the reviewer must see the same case, its documents and prior decisions. After the decision, the manager should find the case in the appropriate list and understand who owns any appeal.

A case that is already Approved or Rejected may still need administrative follow-up. The manager should review the decision record and any open appeal before moving it to Closed. If the applicant challenges the decision, keep the earlier reasoning available and show Appealed as the current working state. This makes the list useful at shift change: the officer sees what needs action and the manager sees which outcome has already been decided.

When a case is reassigned, the person taking it should inspect its documents, officer actions and due date. The handoff should identify the next required action, such as verifying newly received material or obtaining a reviewer decision. The case number should be used consistently when discussing the application with the applicant and when checking an external delivery record.

• Cases List — Find cases across every state with applicant, officer and due date.
• Open Cases — Focus on applications still in active or appealed work.
• Overdue Cases — Review applications whose due date has arrived.

Application verification leads to decision and appeal. Set the operating rules in implementation.