Programs - Disability Case Management Platform

Programs are the highest level of categorization in your platform’s workflow structure. They represent broad organizational offerings—often aligned with state or agency-defined services—and act as the foundation for everything a client will interact with, including services, forms, and reporting flows.

Every client must be assigned to at least one Program, and potentially more, depending on the services they are receiving.

A Program is a container that:

• Groups together multiple related Services
• Can have forms assigned globally across its Services
• Provides key categorization and reporting context
• Serves as the starting point for client onboarding and referral processing

When a client is added to the system, assigning them to a Program determines:

• What Services are available to them
• What Forms they can access
• What logic governs their tracking, billing, and reporting

Programs are typically linked to referral sources such as DARS, and may store referral documents, dates, and referral contact information.

Programs define how Services and Forms are grouped on the Client Dashboard, Reports, and Billing Structures.

• Appear on the client’s profile by default
• Are considered “in service”
• Continue to affect what staff can fill out and report on

• Do not require all Services within them to be marked complete
• Should retain Services in their last known state (e.g., in-progress, not-started)
• Preserve historical accuracy and support analytics on service completion and abandonment

When setting up a Program, you can:

• Set the Program Name and Description (used in reports and filters)
• Assign Forms at the program level (these apply to every Service in the Program)
• Control the display order for Services
• Create logical workflows that match your funding or service delivery model

Workflow Central connects Programs to:

• Global vs program vs service form assignment
• End-of-month reporting logic
• Service milestone and billing settings
• Historical data integrity for audits and compliance

By configuring your Programs correctly, you set the stage for accurate, flexible, and future-proof data flow.

Programs are more than just labels. They are the structural starting point of every client journey and report outcome. From tracking referrals to enabling specific workflows and preserving audit trails, proper program setup is essential to using the platform to its fullest.

Use them thoughtfully, and always reflect real-world activity—not just ideal flowcharts.