INTRODUCTION
The CASI system is used to record and manage compliments, complaints, incidents/accidents and safeguarding issues and all supporting documents and information
The top menu bar gives access to the various sections of the CASI system ie compliments, complaints, incidents etc For the purpose of this guide, they will be collectively referred to as incidents
By selecting the required section from the top menu, the system will display the current incidents listed in the system (the example below shows complaints but the display is very similar for all sections)
The display can be searched, filtered by home (limited to the homes that you can access) and by the level of complaint (ie formal, minor or all). You can also set the list to display those incidents that have been assigned to you ie you are the investigating officer. Simply tick the appropriate box to enable this.
General information is provided including the incident reference number (which is automatically assigned when added to the system), who and what the incident relates to and the current status of the incident which is colour coded: Green shows that the complaint is still within response time allowed; amber is within 7 days of the response time allowed; red is overdue and blue is closed or pending auto close.
Incidents are accessed by clicking the open incident icon for the required one in the list which opens the Incident management window
This window is made up of 6 sections (tabs)
General
The default tab which shows basic general information such as the Home, who the incident relates to and the nature of the complaint
It also shows any Mandatory Reporting to External Bodies requirements, the overview and status of the incident, who the investigating officer is and the date by which the incident has to be responded to or closed by
Involved parties
This section lists all parties connected with the incident
Activity / timeline
This section lists and manages items and activities connected to the incident and forms a convenient time line with quick access to all relevant information.
When an incident is added to the system, an appropriate investigation form is automatically created and added to this list which is prefilled with information recorded at the add stage
For complaints this is known as a Complaint Investigation Form and for incidents/accidents and safeguarding, it is known as an Accident/incident Report
This is where most of the information relating to the investigation and outcomes of the incident will be recorded
Supporting information and tasks relative to the incident such as documents, emails, letters, records of meetings etc are managed by the range of activities listed in the side panel under the Add Activity title with any added activity appearing in the activity timeline
As information is generated or received as part of the investigation, it needs to be recorded using the appropriate activity, for example a letter sent to the complainant would be recorded on the system using the Document/Letter activity
Activities can be opened (viewed) by clicking the Open activity icon to the left hand side and if the activity has documents attached to it, they can be quickly viewed (without having to open the activity) by clicking the document icon and selecting the required one from the list
Also in the side panel are Additional tools including the Access/Retrieve Documents tool which enables you to quickly package relevant documents together for emailing/copying purposes etc and the Manage Letters tool which enables you to quickly create, edit and manage letters including the ability to email letters via Outlook
Security
This shows who has access to the incident. By default, access is limited to relevant head office staff, the manager and deputy manager of the home that the incident relates to and the member of staff who the incidentis currently assigned to (the investigating officer). Note that when an incident is added to the system, the user adding it, automatically becomes the investigating officer. This can of course be changed as appropriate
Templates
Lists any templates that may be available for use when investigating an incident. Note that this does not contain letter templates as these are listed seperately in the manage letters tool.
Documents
Any documents added to an activity appear in this list forming a convenient index of information. Documents can be opened with a single click.
