Advanced case management

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Advanced Case Management (ACM), also known as dynamic or adaptive case management,[1] refers to the coordination of a service request in finance, health, legal, citizen or human resources-related matters, on behalf of a subject such as a customer, a citizen, or an employee. According to British company Insight 2 Value, ACM "offers the ability to monitor, update, understand and interpret every piece of work as it is processed, enhancing both efficiency and security and providing a smarter, more integrated way to handle increasingly complex caseloads and shrinking resources."[2]

Social Work[edit]

In Norma Radol Raiff's book Advanced Case Management: New Strategies for the Nineties, the author first acknowledges the long history of case management in the social work realm, paying attention to both the individual and organizational contexts. Raiff writes of a long-standing and innovative field of social work practice, describing case management "as an intervention with roots in the professional's value base, including its hallowed principle of respect for the individual, client self-determination, and equal access to resources."[3] The Case Management Society of Australia has adopted a revised definition of case management, released in 2008 by its American counterpart, and continues to work with "a collaborative process of assessment, planning, facilitation and advocacy for options and services to meet an individual's holistic needs through communication and available resources to promote quality cost effective outcomes."[4] In the Australian context, case management works from within a social determinants of health framework, thereby covering a broad range of areas, including mental health, chronic care management and employment programs.

Raiff also writes about working with "advanced" clients, further elucidating that "based on a computerized literature review and analysis of existing models, we propose that a program or practice may be characterized as 'advanced' if it displays innovative behavior on five possible dimensions: client, practitioner, organization, model of service delivery, and/or attention to 'quality assurance'."[5]

Business Models[edit]

The concept of ACM has been embraced by large corporations such as IBM, and is most simply defined as a comprehensive strategy that approaches cases from every possible angle, simultaneously emphasizing the importance of integration in meeting the needs of a client – also known as management from 360 degrees. The Baltimore-based company Social Solutions concludes that "Advanced Case Management, rather than being a new technology, is actually just a new way of thinking about how the technology we use integrates with the services we provide."[6]

The tasks required by a case usually involve creating a case folder or container for all required artifacts. Another important step in the processing of a case involves following business procedures, both determined and ad hoc, ensuring the delivery of the service. Due to the dynamic and unique nature of each case, the requested services usually require collaboration with other specialized workers both inside and outside of the servicing organization. When combined, case management is highly collaborative, dynamic, and contextual in nature, with events driving a long lived case-based business process. The aggregation of many cases with a semblance of consistency, insight, and optimization becomes a challenging effort for both the case worker and the organization.

Service Solutions[edit]

There are key services required in order to have an ACM-based solution. These services include: content management service, business process management service, business rules management service, analytics service, business monitoring service, collaboration service, document capturing service, integration service, document generation service, user interface, and a case design service.

Companies in the ACM space include Column Technologies, IBM, ISIS Papyrus, New Dawn and PayDox.


  1. ^ "Global Excellence Awards". Adaptive Case Management. 
  2. ^ "Advanced Case Management". Insight 2 Value. 2012. Retrieved 17 March 2012. 
  3. ^ Raiff, Norma Radol; Barbara K. Shore (1993). "1". In Diane S. Foster. Advanced case management: New Strategies for the Nineties (1 ed.). Newbury Park, California: SAGE Publications, Inc. p. 4. ISBN 0-8039-5308-9. 
  4. ^ "What Is Case Management". Case Management Society of Australia. 13 March 2012. p. What Is Case Management?. Retrieved 17 March 2012. 
  5. ^ Raiff, Norma Radol; Barbara K. Shore (1993). "1". In Diane S. Foster. Advanced case management: New Strategies for the Nineties (1 ed.). Newbury Park, California: SAGE Publications, Inc. p. 14. ISBN 0-8039-5308-9. 
  6. ^ "Advanced Case Management: An Overview" (Web page). Social Solutions. p. Social Solutions BLOG. Retrieved 17 March 2012.