Flexibility in Case Management Software:
A Clients for Windows Report Card
by John Paul Kemp
Kemp's Case Works

I. The Flexibility Issue

A common issue that occurs during any discussion of case management is whether a particular case management software program is flexible. "Flexibility" is desired because offices don't want to be locked into a particular approach to the way they help clients or paper flows in their office. Many offices have geographic and historical factors that distinguish their procedures from offices in other states or even their own state. Forcing a particular intake method on an office could negatively affect the quality, quantity or ability of that office to deliver services to clients.

Yet, there is inefficiency in "reinventing the wheel." Despite some unique factors, offices also share many things. Reporting requirements, the demands of practicing law, governing regulations, problems faced by clients and opposing government agencies are factors very similar from office to office.

The ideal case management software would provide an office with a "core" of case management, while allowing the flexibility to adjust this core to particular needs. If this case management could be adjusted without dependence on a particular vendor or the "high priests" of computers, it would give the office the power to tailor their system quickly and inexpensively.

Clients for Windows was designed with this need for flexibility in mind. I joined Legal Services of Northern California, immediately after they were sold a network from IBM. This network had only 256K of memory on each workstation, despite the fact that it took 182K to operate the network. This made it impossible to run any application software if the network was running. We clearly needed more memory, however only IBM memory could be used, or all warranties would be invalidated. The cost of IBM memory was about four times the going price of normal memory. This experience made me resolve that I didn't want to make any office dependant on a particular vendor, including me.

The best summary of the flexibility of Clients is given by Ken Eigenbrod, Deputy Director of West Virginia Legal Services Plan, Inc.

There are two aspects to Kemp's Case Works "Client for Windows" which are overlooked.

One of the major attributes to Clients for Windows (CFW) is its flexibility. Like windows itself, CFW has more options than a typical user will likely want, but probably, CFW will have the option, or options, the user needs. The program allows users to adapt it to meet their particular and unusual circumstances. This often is done without having to modify any software. We found to use CFW to best met our needs resulting from rural, small offices in a large geographic area, we had to develop protocols different from what urban programs implement. If we need to alter the software, we further learned that attending two of Kemp's training, gave us the underpinning to continue to develop our in-house knowledge and skills to make these software changes. This is due, in part, to (1) the logical way John has written the software, and (2) that John has not hidden any of the software or restricted our accessing it to make modifications as other vendors often do. For several of our changes, we just had to put a kink into something John already had done. The beauty of this software is that the user is not limited to the vendor's vision of how the product should be used. Unlike other "canned" software, you use it to fit your needs; not theirs.

A second attribute of Kemp's program is that it written in Microsoft Access. We are not "married" to Kemp's Case Works. This was a prerequisite in selecting our case management software. Although we prefer to use John for any major effort to adapt CFW, we can, and have, received assistance from other people with Access expertise. These folks not only are found within Clients for Windows users, but at our local educational community. We do not have to solely rely on John or any of his employees. No golden contract here! We have the option of using him, and if John is not available for a period of time (or decides to retire), we still have a variety of experts out "there" to help us.

Finally, we have discovered that the more we use Clients for Windows, the more uses we find for it.

Flexibility is defined as:

1. Capable of withstanding stress without injury,
2. Easily altered or influenced,
3. Capable of adapting or being adapted
4. Capable of being shaped, bent, or drawn out, as by hammering or pressure.

This definition describes both what is expected of case management and what the software is exposed to in a legal services office. The stress and hammering of case management software in an office come from many sources and many competing interests. Some of these interests are:

1. Administration: Wants reports on performance, reports to funding agencies and the ability to insure that office priorities and the dictates of regulations are being followed.
 
2. Managing Attorneys: Want to avoid malpractice, insure quality representation, keep track of performance of advocates and insure that people are aware of what is going on in the office and can cover for each other.
   
3. Advocates: Want something easy to use and understand. They need software that helps them with their cases and takes the burden off of them when handling heavy case loads. They want features that make the rote portions of practicing law, such as opening letters, as simple as possible. However, they also want to ability to modify these to fit their needs, e.g., we need to find clients by Social Security Number, not just by last names.
   
4. Computer Responsible Person: Sees flexibility as a mixed blessing. It allows the software to provide others in the office with what they need, but can allow the destruction of data integrity and software stability. Flexibility needs to be controlled and monitored if complete chaos is to be avoided.
   
5. Support Staff: "Do we need to put in the client's address?" Support staffs are busy keeping their offices running. The fewer things they need to put in, the better. A rule of thumb is - Don't have people operate a case management system unless they get something out of it. Support staff will love a case management system that is easy to use, keeps input simple and to a minimum, and, most important, gives them something back in return for their efforts. Form letters, file folder labels, tickle systems, easy conflict checking, and trust account management all are things that make them see case management as more that just more "busy work."
   
6. Fund Raiser: Can we track who gave us money, what organization they belong to and who raised it? When we ask for more money, can we come back to the funder with reports that show both the statistics on how the money was used to help people and provide "good stories" that turn the statistics into human faces.
 
7. LSC: If they give us money, we must respond. The Legal Services Corporation has a different perspective. They answer to Congress and thus are subject to a hammering of a different sort. Can an office provide the Corporation with the needed reports, but have the ability to put together a custom one on the spur of the moment (although I know that would never happen!). What happens if more permanent reports are required? Is it easy to "hang" these on?

Once we recognize flexibility as important, the next question is, "Where do we find it in case management?" The short answer is that a case management system can be flexible in many areas. The following provides some examples of the where and how of flexibility. A comprehensive discussion of flexibility is a complete analysis of every possible feature of case management, which is beyond the scope of this paper.

A Computer Operating System controls the way a computer addresses critical features such as disk access and file storage. In the past the rule was to pick the software then buy the computer. This is no longer the case. Although there are several operating systems available, such as for the Macintosh, buying something that doesn't run on mainstream computers is a formula for future disaster. Just what is a mainstream computer operating system?

The current consensus is that such a computer can run Microsoft Windows 95/98, Microsoft Windows NT, Microsoft Windows NT Workstation, or Microsoft Windows 2000. The current version of Windows and Windows NT are merging into the Microsoft Windows 2000, which will be available in different versions.

The answer to operating system compatibility as it applies to Clients for Windows is simple. It is written using Microsoft Access and is thus designed by Microsoft to run on their above mentioned operating systems.

Esperanto was considered by many to be a language that was superior to English. However, how many parents would consider teaching their children how to speak only Esperanto?

This is a similar dilemma faced by people shopping for case management software. Most people don't care and shouldn't what language their software is written in, except for the following reasons:

1. Does the software include custom query and report writing features?
2. Is the language in widespread use?
3. Can you get in and adjust or add to the programming?
4. Is the programming broken down into sections and easy to understand, or is it "spaghetti code" that is impossible to read or follow?

These questions are important because they give the office flexibility in adjusting the software to fit their needs, without only having one source of help.

Software that includes custom query and report writing features allows you to create your own reports and queries. You can do this without outside help. Such needs arise often, such as when a funder establishes a new reporting requirement or you decide certain information can help you better represent clients.

When the software and language it is written in are in widespread use, there are many resources that can help you adjust the software to fit your needs. Having case management based on a common piece of software makes many third-party utilities and add-ons available, such as mapping and statistics software. Training sessions at local colleges and training centers are both available and meaningful. Useful books and magazines are available at the corner book store.

The use of common software is wasted, however, if the programming is locked. Even if unlocked, having access to the programming can be of very limited use if it is written in such large blocks or in such a confusing manner that it can't be figured out.

Clients for Windows is written using Microsoft Access. This database controls about 70% of the Windows market and is bundled in their Office Suite. Internally it is programmed using Visual Basic for Applications (VBA), a common programming language shared by all Microsoft Office components, such as Excel. Several other manufacturers, such as Corel Word Perfect, have made their systems compatible with Visual Basic. None of the code in Clients is locked, although it can be by the individual office. Because of the "code-behind-the-form" design of Access, the code that affects a particular form is usually easily found on that form.

Microsoft Access is recognized by many computer professionals as having the best desktop query and report writer system. This means that, included in the case management system at no extra cost, is the ability to generate your own custom reports and queries. These can be added to your menus and used by everyone.

Local experts, books, training courses and magazines are readily available for Microsoft Access. This prevents you from being wedded to a single vendor for answers.

Software that is based on a standard language is flexible, as discussed above. However, if only a few copies of your case management software in use, you are at a disadvantage. Widespread use of your system has its benefits:

1. The software has been tested and the bugs worked out by many offices.
2. Other offices are available to help you.
3. Because widespread use, it is likely that solutions exist in it for most typical office situations.
4. The software will continue to evolve and have features added.
5. The developer can afford to put on national trainings where users can learn from the vendor and from each other.
6. The software can be adequately documented.
7. The Legal Services Corporation has to respond to the fact that many offices use the system. They can advise offices how to use the software to satisfy regulation reporting requirements.

Clients for Windows is in use in more than forty states by more than 200 programs, many with branch offices. The system has been evolving since 1985. The current version, Clients for Windows 98-1, is in use by more than 170 programs.

The vast majority of support calls we receive involve diagnosing hardware and network problems, unrelated to Clients, that are interfering with the proper operation of the system. Besides a 200-page user manual, there is a 200-page report manual, online help and a website with more than 200 tips from Kemp's Case Works and other users. Custom reports and questions are shared between offices on this web site. The Legal Services Corporation Office of Compliance recently sanctioned the use of Clients for Windows in generating random lists of case files and the use of the Eligibility slip to track income, assets, and conflicts.

Sharing information between advocates is very important because it allows our offices to act less like separate, small partnerships, and more like one large law firm. This "need to share information" exists both within a physical office and between offices, programs and the Legal Services Corporation.

        1). LAN

Sharing computer information within a single office uses a Local Area Network (LAN). This allows many people to be using case management information at the same time. LANs require a network operating system. The one your office uses depends on technical, financial and personal preference factors.

A network operating system has two primary purposes, to allow sharing of information between computers and to provide security for the information. The primary network operating systems currently in use are, Microsoft Windows NT, Microsoft Windows NT Workstation, Microsoft Windows 95/98, Microsoft Windows 2000, Novell, LANtastic, and others (such as Unix and Linux).

Because Clients for Windows is based on Microsoft Access, it will work on any network that Access will work on. We are aware of Clients running successfully on all of the above systems, except Unix and Linux, and it's possible people are using these and just not telling us.

One of the last hurtles offices face concerning case management is the challenge of conveniently and inexpensively sharing information between different branches and programs. This hurtle is subject to much discussion because it is currently in the process of being solved. It is important to remember that this sharing is only one of many factors in choosing a piece of software. Sharing data is not very useful unless you can turn it into information and use it.

The legal services community stands at the same point we did in 1989, when LANs were expensive and hard to set up. However, unlike the LAN solution, there are many choices on how to share information between multiple offices.

It is easiest to understand the complexity of sharing information between multiple offices by imagining what it would be like to share the information using three by five cards. Certain cards would have to go to the central office to be gathered into a master deck and then this deck would be copied for distribution among the branch offices. Changed cases would have to have their cards revised and sent back to the appropriate office. During this process the problems of lost, obsolete or duplicated cards would have to be avoided.

The primary problem with sharing information between multiple offices is the cost of getting connections that are fast enough to make sharing practical. A good percentage of this cost recurs as a monthly lease expense.

                b. Disk or E-Mail Transfers
Information can be sent between offices by 3.5 inch floppies, Zip Disks, CD-ROMs, or even E-Mailed.

Generally two methods exist for this transfer: "Destroy and Rebuild" and "Update." The Destroy and Rebuild method sends all cases periodically to the central office, where the old central database is renamed and a new one created. This bypasses the problem of deleted cases and acts as an offsite backup of the database, since the central office receives a snapshot of the branch office database at the moment it is sent. The trouble with this method is that a large amount of data is sent. The Update method only sends the new or changed case information. The trouble with this method is that if cases are deleted, they must be manually deleted in the central database. Also, if the transfer fails, it is hard to figure out what should have been sent.

                d. PCAnywhere, remote control software
This allows a single user to dial into an office and operate another computer via a phone connection, Internet connection or a WAN. This works over a normal "slow" modem connection because the actual work is being done on the computer at the office. The remote computer merely sends key strokes and receives screen updates.

                e. Terminal Server, Citrix
This is real time computing, where everyone sees the information the instant it is put in the computer. There is only one database. Terminal server can send the information over a WAN, Internet or LAN. It works because the actual work is done on the terminal server. The branch computer merely sends key strokes and receives screen updates. The difference between this and PCAnywhere is that multiple users can use the same computer, a Terminal Server, at one time. A difficulty is that if the connection goes down, the branch office can't continue to work on case management.

                f. SQL
The word SQL, as used here, should not to be confused with Structured Query Language, which is a language used to asking for data from a database. Microsoft SQL Server 6.5 /7.0 and Oracle are pieces of software known as database servers. The database server software resides on a server and processes the requests there. Instead of sending all the cases to the branch office, where the workstation finds the information, that task is taken care of at the server and only the results are sent. This requires less bandwidth (think of it as a smaller pipe) to connect the branch office. It is also real time computing, where there is only one database and changes are seen instantaneously. If the connection goes down, the branch office can't continue to work on case management.

                g. Internet
This is the new buzz word. This solution would use your internet browser as a "front-end" to input data and generate reports. The actual work would be performed by the server on the Internet. The database engine on the Internet could also use SQL as a "back-end" database, the one that actually does the work. A request is made by the workstation and the results are generated by the server and returned to the workstation in HTML format. Bandwidth and complexity are somewhat of a problem here, although this is being worked out. If the connection goes down, the branch office can't continue to work on case management.

                h. Intranet
An intranet is a private internet network, not to be viewed by people outside of the business. It can run across the internet. It can also run across a LAN or WAN and use internet technologies such as HTTP or FTP protocols.

                i. The future
There is no telling where technology is going in the future. The merging of different phone, satellite and computer functions make such predictions difficult, at best.

                j. Clients and Multiple Offices
Clients for Windows provides users with choices of all of these solutions. Because it is based on Microsoft Access, it remains as up to date as Microsoft does. Since Microsoft is the dominant software company, this puts users of Clients in a very good position.

To be more specific, Clients has disk and Email transfer built-in. Faxing information is as simple as choosing a different printer. Access and thus Clients supports data replication. This can be either complete replication, making all branch office databases the same, or partial replication, where only certain tables are synchronized. Several offices have been using replication, both through a WAN and through direct dial-up techniques. Within a single office replication can be used to synchronize laptops that are taken out into the field to do intakes. Clients works with both remote control software, such as PCAnywhere, and Terminal Server software including Citrix. Because the Clients already has a quasi client/server design (having the tables split from programming), switching to SQL merely means changing the back-end database engine from Jet to Microsoft SQL 6.5/7.0.

We are currently exploring the Internet technology and deciding on how we want to use Clients across the Internet with a web browser. Because it is based on Microsoft Access and Microsoft Office, we are confident that any future technologies will be easily accommodated by Clients.

Although an application may be open and based on widely used technology, it still may fail if it does not provide the user with flexibility in use. Does the application lock you into a particular method of doing something? Legal services offices find they need choices in how they help clients. The following are just a few examples of how flexibility in usage can be built into case management.

Where does the intake begin? Can it begin at a call-in, the eligibility sheet or at the full intake where eligibility is not an issue?

                b. Eligibility
Determining eligibility is essential to avoid regulation compliance issues. Can the system calculate income and asset levels? Does it check for conflicts? Does it allow you to easily adjust and track the reasons why the client was deemed not eligible?

                c. Full Intake
Under some funding sources, it is not necessary to do an eligibility determination. Is it possible to skip this step and go right to the full intake?

            2.) How to do Time Keeping

                a. Stop Watch
Can time keeping use a form that times your work? Will this shut off automatically when another one is opened? Will the necessary information about the case be filled out when you open a time keeping slip from an eligibility slip or the full intake form?

                b. Batch Processing, quick and easy
Is there a batch processing form that allows you or others to enter the time with the minimum number of keystrokes possible? Does it repeat the last date entry so you don't have to keep changing today's date back to last Friday's date (when you're entering in those records because you were out-of-town).

            3.) Calendaring

                a. Group for Office Use
Does the software provide a group calendar so that people in the office can share their schedules across a network or between offices? Does this calendar allow you to limit the schedule to an individual workgroup or advocate? Does it work for scheduling meetings, acting as a tickle system, setting appointments and marking letters to be sent? Can you enter multiple dates for a case at one time?

                b. Private to Do Lists
Does the software also allow for a private To Do List? This allows you to track things that are private or not of interest to anyone else in the office.

            4.) Features available in multiple places

It is very frustrating to have to move around in software because the feature you need, such as time keeping, is not available where you currently are. This need to access features in many different places is very important when you realize how many different ways offices handle the intake procedure. Does the software allow you to use different methods of intake to suit the needs of your office and clients?

Clients is a very flexible program to use, as evidenced by the number and diversity of the more than two hundred offices that use it. Intakes can begin at any one of the three levels, a call back, an eligibility screen, or the full intake. Time keeping can be started and minimized, allowing you to time the work that you are doing. Both a stop watch intake and a batch intake form are available for time keeping. The batch intake form for time keeping lets you put records into the system as quickly and as easily as possible. Both a group calendar and an individual To Do list are available. The calendar can be used to tickle cases, schedule events, set appointments and send letters out. Many commonly used features, such as calendar entry, show up in multiple places. A calendar button exists in at least six places. You can also start time keeping in five or six places.

How easy it is to take the software and make it work for your office? This installation flexibility describes the ease with which local factors, such as office numbers, funding codes, etc., can be put into the software.

But additional factors can affect the ease of installation. What happens if your office needs to gather additional information about the type of case handled beyond the standard intake form in the system? What happens if you're receiving money from sources other than LSC? How easy is it to add these additional criteria to the system? What happens if the additional pieces of information exceed the number of user-definable fields provided on the standard client intake form?

Clients is very easily set up. Basic pieces of software information are stored in tables. This means that adding funding codes, cities, etc. is as easy as choosing the area that needs to be supplemented off of a list and then typing the new value in what appears to be a spreadsheet.

Some additional information needs can be gathered by using the three user-definable fields. These are pull-downs, which means that users can choose to fill them out by selecting a value off of a menu. There is also a searchable memo field, which is of virtually unlimited size. Another field allows you to store at up to ten subdivisions of the LSC problem code. Your case is no longer identified as just a landlord-tenant case, but now can be a lock out, a needed repair, an eviction, etc.

Clients has two unique answers for those situations where the number of needed fields exceeds the capability of the user-definable fields and the memo fields. These are the special program field and intake question system.

The special program field sits innocuously on the third page of the intake. Despite its quiet demeanor, this field is one of the most powerful on the intake sheet. It allows you to design an unlimited number of supplemental intake sheets, each one having an unlimited number of fields, and attach them to your main client intake. For example, if the client is being helped under Ryan White funding, the user goes to this page and selects the Ryan White special program. Up pops your custom Ryan White intake that asks those questions you decide are necessary. If the client fell under Title III, you could choose that special program, and the intake person would have a special group of questions to ask the client pertinent to that funding source.

What happens when you want the intake person to do issue recognition, such as asking the client about whether they have been terminated or denied welfare in the last six months? Do you have volunteers or advocates doing intakes outside of their area of expertise? How do you get a signed fact statement from the client? For clients in a particular situation, such as not having an instate child support award, how do you insure that your staff sends them to the proper state agency?

All of these challenges are answered by the intake question module. It allows you to put up to 100,000 questions in a pool and assign these questions to the 1,000 special problem codes. This list pops up at the push of a button and allows you to ask the client the questions specific to their problem. Then press a button and print out both the questions and the client's answers. It allows you to do a decent first interview, even if you're inexperienced. The issue recognition questions, such as welfare denial, can be included on the top of every questionnaire, even those unrelated to welfare. The resulting questions and answers printout can be signed by the client to satisfy the LSC regulation. Finally the questions themselves can incorporate advice to the advocate, e.g., "Do you have an instate child support award? (If not have them contact the Attorney General's interstate child support enforcement division at (999)333-3333.)."

A related feature is the frequent advice button for the advocate. This makes available, at the push of a button, the wisdom of how to handle a particular type of case. When facing a needed repair problem, pushing the button might remind the advocate to have the client take pictures of the apartment, have the building inspector make a written report, look up a particular state case dealing with retroactive rent abatement, and check the brief back for the best memo in the office about this type of problem.

Another factor affecting flexibility is the number of features built into the system. Does the system do just case management, or are other features included?

Clients includes much more than just case management. It includes a private attorney referral system that will handle both pro bono and judicare cases. An agency referral system allows an advocate to find help for the client outside of the office and possibly the legal system. A built-in fund-raising package tracks donors, the organizations they belong to and the contributions they make to the office. The intake question system allows you to put in up to 100,000 questions, and then combine them into interviews for clients, which change depending on the client's problem. Included in the ability to provide the advocate with frequent advice on how to handle that particular type of problem, so that the best advocates in the office can share their experience with others.

Although you may not use all these features to begin with, it's useful to know they're there in case you ever need them. The limitations of Clients are set by your imagination and not by the abilities or features in the software.

Besides the ability to add features or customize, software comes with some built-in flexibility. These revolve around the ability to use the software on a day-to-day basis without making any changes. Examples of operational flexibility include:

Perhaps the most widely used feature by advocates is the ability to search for records. Putting things into a database is not very useful unless you can find them. The ability to easily search and find entries in tables is critical. Can multiple criteria be used to search? Can the full record be opened immediately upon being found? Can searches be performed by a simple point and click? Once a record is opened, are the results of the search lost or can it be referred to again? Are there ways to do weak searches, such as with the use of a "wildcard?" Can a client be found by the way their name sounds rather than having to search using an exact total or partial spelling? Can the search results be printed?

Can additional form letters be added? Is it possible to convert your existing letters into a case management form letter in less than a minute? Can existing letters be modified? How many letterheads are available for use? Can additional text be added "on the fly" to existing form letters? Can they be printed out for a single case and for a batch of cases? Is it possible to use the calendar to schedule the sending of form letters?

Report writing is like baking. You decide what you want, a cookie, a cake, a row and column report, then you decide on the ingredients, sugar, carrots, clients more than sixty years old, clients with a housing problem. Not only having a wide variety of reports is important, but the ability to use many different variables to choose the "ingredients" is essential. Is it possible to create reports and then add them to the criteria setting screens? Can existing reports be modified to fit special needs? Are built-in wizards available in the software to make designing custom queries and reports a snap? Does the software have built-in graphing capability? Can the graphs be modified or new ones created? Can the graphs be easily cut and pasted into your word processor?

Once a report is run, can the results be exported to another format in addition to being printed? Can it be sent to a spreadsheet, HTML, RTF, text and email formats? This provides users with the maximum flexibility. Can the address be exported to a word processor to make creation of a custom letter simpler? Can the software export to document assembly software to create pleadings and other complex documents?

Clients has an enormous amount of operational flexibility built-in. We've found the most important screens, based upon the amount of time spent by staff, are the search screens. These are used for finding records. These search screens can find records in the desired table using virtually any field or combinations of fields.

An unlimited number of form letters are supported. It's possible to import any Window's word processor based letter and turn it into a case management form letter in less than 30 seconds.

Reports are based on a query by form screen (QBF), which allows users to select a record or groups of records by merely placing the values they need next to the appropriate fields. For example, placing 63 next to problem code and F next to sex would select all the records where female clients had landlord-tenant problems. These records could then be as easily used to generate envelopes as provide a row and column report with client names. Data can be exported to virtually any recognized format, such as DBase, HTML, RTF, TXT, and spreadsheet formats. It can also be dumped directly into an email.

Graphs are easily generated. They can then be cut and pasted into another application in two keystrokes.

The ability to customize the software is the ultimate flexibility. This goes beyond user-defined fields and add-ins. What happens if the office has special needs that the software doesn't address, or you have an idea that would make helping clients much easier with the software? The ability to go into the program and make important changes, such as adding fields, changing menus and even adding brand-new code give an office the ultimate flexibility in making the software work for them.

Nothing in Clients is locked or hidden. Although possible, none of the code is hidden or beyond the reach of the experienced user. This means that special computations, added fields, and even hiding existing features are within the easy reach of an office. This can be done by Kemp's Case Works, but many times it is performed by a knowledgeable local Access consultant, who is available onsite to test and tune the changes over time.

The way a case management system evolves over time effects its flexibility. If a system is built upon a limited design, adding features and new requirements becomes difficult. New features appear "hung on" and not part of the original program. Retraining becomes necessary on not only the existence of these additions, but also how to find and use them. Does the design of the system change so radically that any customizing previously done by the user becomes useless?

Clients has been in use in its Windows version for five years and in its DOS version for more than fourteen years. Users almost universally praise it for its friendly appearance and ease of use.

It uses a book with a tabs motif to make users feel comfortable. Although its features have increased many fold, the interface shows no sign of being overwhelmed. Users of the first version comment on how easy it is to pick up the new version and start using it. If anything, the evolved interface is even easier to use and more intuitive than the original version. Field names have been in use, virtually unchanged since 1985 when the DOS version of the program was first released. This makes the program feel familiar without feeling dated. Changes to the original Windows software can be either directly imported in or they can be duplicated using the same steps used for the original changes. It is even possible that the previous custom features have been included as standard in the new version of the software.

Software is less flexible if only one source of help is available when you have questions or problems. The more sources, the less likely you'll be stumped. The primary sources of help are:

1. On line help - Is there extensive assistance available with a help or "How do I" button?
2. Trainings - Are trainings available to users on a local, state and national level?
3. Manuals - Are the manuals complete and easy to understand? Does a report manual exist that allows even computer phobics to choose the reports they need to better help clients?
4. Web Site - Email - Is help available both from a web site and direct request email? Does the web site allow:
1. Shared Reports, Queries and Questions
2. A Tips and Trouble shooting section
3. Announcements of changes
4. Training announcements
5. New Developments
6. Things to keep your eyes open for
5. Standard Books - Are books available at any book store that can help you understand, use and customize the software?
6. User's groups - Has the software been adopted on a statewide basis or are there user groups to assist you with the implementation?
7. Local Trainings by colleges, etc. - Can trainings done by local colleges or training centers help you understand, use and customize the software?
8. Is there someone available for telephone support?
9. Does the program provide you with a list of policy decisions that need to be made and a suggested implementation schedule?
10. What assistance is available in converting your old data into the new program?

Clients tries to address all of these support ideas. Extensive help is available online through a short article on how to use the program. Also online is a list of frequently asked questions and answers that can be searched by keyword or by subject area. Supplementing the many local trainings we've done, we've held more than twelve national and statewide trainings to help programs with the advanced use of the software. The manuals have been rewritten over the last fourteen years countless times. The most recent version has been given high marks for completeness and ease of understanding.

Kemp's Case Works has recently hired an additional employee with extensive network and Clients experience so that phone support should always be available. Other KCW staff members are also trained on the basics of the program so many times they can either provide you with a solution or point you in the proper direction.

The web site, http://www.kempscaseworks.com,contains a comprehensive list of tips. Users can post their own, or ask for help with a particularly vexing problem. The site also has a password-protected area where users can download reports, forms and queries used by others. They can also share the "gems" that they create. Because nothing is locked in Clients and the system uses a standard version of Access 97, books, magazines and local trainings can all help you understand and modify the system to your own needs. KCW provides users with both a list of policy decisions that need to be made when using the software, and also a suggested implementation plan. This allows an office to plan their use of case management and then measure the progress toward those goals.

IV. In Conclusion

Flexibility is both an important and broad concept when applied to case management software. It is found in many different places in the software and its use. However, no software is flexible enough, from your perspective, unless it can be made to fit your current and future needs.