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The case workbench is where your day-to-day casework happens. From here you can record every meaningful change to a case — updating the status based on what DCF reports, setting dates to stay ahead of renewals, assigning cases to staff members, and capturing complete plan details for ACA enrollments. Every change you save is logged to the case’s status history so you have a full audit trail.

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Creating a new case

Cases are created from the client’s profile page, not from the Cases board.
1

Open the client profile

Navigate to Clients and search for the client. Click their name to open their profile.
2

Add a new case

On the client profile, locate the Cases section and click Open New Case (or the equivalent button shown on the profile).
3

Select the program

Choose the program you are opening the case for: Medicaid, Food (SNAP), Cash (TCA), Obamacare / ACA, Pregnancy, Refugee Medical Assistance, or Medicare.
4

Confirm and save

BridgePoint CRM automatically generates the BP case number in the format BP-[CLIENT ID]-[PROGRAM CODE]-[CYCLE] (for example, BP-10001-SNP-0001) and sets the initial status to Pending Review. The new case appears immediately on the Cases board.
A client can have one case per program at any time. If a client renews their benefits, a new enrollment cycle is added to the existing case rather than creating a duplicate. See Enrollment Cycles for details.

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Updating case status

The process for updating a case status depends on which program the case belongs to.
Medicaid cases are driven by DCF Status — the outcome that the Department of Children and Families reports for the application.
1

Open the case

From the Cases board, click the case row to open the case detail page.
2

Set the DCF Status

In the Case Workbench panel, select the appropriate value from the DCF Status dropdown:
3

Review the ACA pipeline prompt

If the DCF status you selected is one that qualifies a client for ACA (Medically Needy, Denied, Closed, Pregnancy Open, Pregnancy Closed, or Refugee Medical Assistance), BridgePoint CRM will display an ACA pipeline confirmation prompt after you save. Confirm to add the client to the ACA pipeline, or dismiss to skip.
4

Save

Click Save Changes. The case status and DCF status update simultaneously, and an entry is added to the Status History.
When you set the DCF status to Enrolled, the Renewal Date field becomes required. Set the renewal date at the same time to ensure the case appears in renewal reminders.

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Setting renewal and reminder dates

Both dates are available in the Case Workbench on any case detail page. Renewal Date — The date when the client’s benefits are scheduled for renewal. Cases with a past or approaching renewal date appear under the Renewal Due tab on the Cases board. For Medicaid cases, set this at the same time you record an Enrolled DCF status. Reminder Date — A follow-up date you set for your own team’s use. When the reminder date is today or in the past, the date appears in red on the Cases board and the case shows up in the Reminder Due tab. Any staff member can set or update the reminder date.
1

Open the case detail page

Click the case from the Cases board.
2

Enter the date

Type directly in the Renewal Date or Reminder Date field, or use the date picker.
3

Save

Click Save Changes. You can update the renewal date or reminder date independently without changing the case status.

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Assigning a case to a staff member

Case assignment is visible on the Cases board in the Assigned To column and can be set from the case detail page.
1

Open the case

Navigate to the case detail page from the Cases board or from the client’s profile.
2

Select a staff member

Use the Assigned To field to pick a staff member from your office.
3

Save

Click Save Changes. The assignment is updated immediately.
Use the Reminder Due tab on the Cases board to quickly find all cases where a follow-up is overdue, regardless of which staff member they are assigned to.

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Case and DCF case numbers

Each case has two distinct identifiers.
  • BP Case Number — Generated automatically by BridgePoint CRM when the case is created. The format is BP-[CLIENT ID]-[PROGRAM CODE]-[CYCLE], for example BP-10001-MCD-0001. This number increments with each renewal cycle.
  • DCF Case Number (also called Application / Case Number) — The reference number from the government agency. Enter this in the Application / Case Number field in the Case Workbench once you receive it. This field is free text and is not validated.
Both numbers appear in the left panel of the case detail page and are searchable from the Cases board search box.

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Recording ACA plan details

ACA cases carry additional fields for the full plan enrollment. These are available in the Case Workbench when the case program is Obamacare / ACA.
ACA cases are accessed through the Pipeline module, not the main Cases board. The Cases board only shows Medicaid, SNAP, and TCA cases.