Recovery Case Management
This Playbook uses the Recovery registers and requires MRM, Recovery and MEMO rights or similar.
Use this Playbook to:
Document information about impacted people and properties
Track and oversee the provision of needs and tasks in support impacted people
Identify properties requiring secondary impact assessments
Introduction
This Playbook focuses on Managing Recovery Cases and picks up where the Playbook for Emergency Relief finishes with the transition from providing emergency relief to your community to longer term assistance of residents directly impacted by the emergency.
Workflow for Recovery Cases
Recovery Cases
The Recovery Case encapsulates:
Contact details of the person(s)
Affected private assets (dwelling, structures, ag and livestock)
Environmentla Health Assessment
Needs and tasks (follow up tasks and identified needs)
First step is to create a Recovery Case record for each impacted property. A Recovery Case needs at a minimum a Person or a Property in your municipality. In some situations, you may need to create multiple cases for a single property address, such as when the property has a tenant and an owner.
Relief Registration → Recovery Case
The process of transitioning from relief to recovery involves converting Relief Registrations collected at relief centres into Recovery Cases.
To do this, set the status of the Relief Registration to Transition to Recovery Case, then select them all from the datagrid and select Transition to Recovery from the Actions menu.
A new Recovery Case will be created for each record, carrying over all information from the original registration. This enables further case management and the capturing of impacts to case and any services required.
Here’s some tips on how to review Relief Registrations:
Prioritise Impacted areas: When handling large volumes of records, focus on Relief Registrations of people within the emergency impact zone. Use the import map layers feature to define impact zones. Search and filter registrations within these zones for prioritisation and transitions these to Recovery Cases.
Follow up, Assessments required and Tags: Ensure important records are not overlooked by utilising the Follow up Required and Assessments Likely Required fields. Use the search function to view any records where these fields have been ticked.
Check Tags: Check Tags added to Relief Registrations that may provide further context or the priority level of the person or family.
Direct contact: Reach out to registrants to confirm their status. If they report being impacted or in need of further assistance, set their status to Transition to Recovery Case.
Unaffected: If they were unaffected or no longer require help, set their status to Closed (No Action).
See the Emergency Relief Playbook for more on relief registrations
More on creating impact zone layers, see Geospatial Features
Sources of Recovery Cases
Identify impacted properties through self-reporting, site inspections, Incident Control Centre reports. Check existing Relief Registrations and Recovery Cases to avoid duplication. If no record exists, create a new Recovery Case, set the Workflow Status to ‘Inspection Required’ and assign a Case or Field Officer.
Assigning Cases
Each Recovery Case record has two assignee fields:
Case Officer - oversees the case (eg. Municipal Recovery Manager).
Field Officer - handles the next action or site visit (eg. EHO, Building Surveyor or outreach officer).
Recording Damage
A Recovery Case requires either an Affected Person or an Impacted Property - ideally both. After adding the Property Address, provide as much detail as possible, this will make life easier in the long run when you’re pulling together data for reporting.
You will then need to answer ‘Are any property, buildings or private assets damaged?, choose one of three responses:
No: Record any other needs and tasks for the Case.
Damage is possible: Set the Workflow to ‘Inspection Required’ and allocate a Field Officer for an in-person or phone inspection.
Damage confirmed: Add all the ‘Affected Private Assets’ and set the Workflow to ‘Inspection Required’ if the property requires a Secondary Impact Assessment.
EMV Recovery Portal
Crisisworks has an integration report tool that allows for the automatic calculation and submission of recovery data to the EM-Impact Portal. The data used for the submission to comes from the Recovery Cases' Affected Private Assets and Infrastructure Assessments. The link below contains further instruction on this integration tool, including tips on entering and preparing your data correctly to utilise this function.
More on EM-Impact Portal Integration
Manage Recovery Cases
Crisisworks has several tools to assist with case management:
Workflow status: use workflow statuses to sort records. Ensure your team all understand the workflow, for example, set cases requiring MRM review to ‘Review’.
Assign Cases: Each case can have a Case Officer (oversees the case and serves as main contact) and a Field Officer (varies based on needs, eg SIA Officer, or outreach worker).
Map layers: Geographically sort Cases using Geospatial Features (eg. impact areas, inspection zones) in the Library. This allows searching within those zones and bulk editing records to update workflow statuses, assign officers, add tags and add Needs & Tasks. Geospatial Features support multiple geospatial file formats and allows ‘‘Search Short Reference’ entries for easier searches.
Relief Registration Transition: Record displaced community members and their urgent needs. If further assistance is required after leaving the ERC, transition their Relief Registration into a Recovery Case.
Follow up: Transition impacted individuals into Recovery Cases for ongoing support and long term needs management.
Managing Needs and Tasks
Needs & Tasks records can be added to recovery Cases to track:
Needs - no follow-up required but useful for reporting (eg. internet or power outages).
Tasks - actions require follow-up (eg. temporary accommodation, waste collection, financial hardship).
See the Working with Needs & Tasks Playbook
Data
There are a number of ways you will receive data on impacted properties and people, these include:
Initial Impact Assessments from the Incident Control Centre (see our Playbook on Initial Assessment Data)
Relief Centre attendee data (see our Playbook on Emergency Relief)
Help from Crisisworks KnowledgeBase
Players
Tip: Write the names of the people in this team here to personalise it before distributing this playbook.
Role
Description
People
Jobs to be done
Tip: write the specific services offered as part of this event below before distributing this playbook.
Job to be done
Workflow Method
WHO… is responsible this
Training and exercises
The following training injects can be used to train users on this playbook. These should be localised to be realistic.
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Scenario
Crisisworks Action
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This Playbook applies to:
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