Finance · HR & Training
Training manuals for case managers
A training guide that teaches case managers how to handle customer cases from intake through resolution, following set procedures and rules.
What it usually contains
- Step-by-step case handling and intake procedures
- Rules for assessing customer circumstances, affordability, or eligibility
- Guidance on notes, record-keeping, and file documentation
- Scripts and wording for customer calls and letters
- Escalation paths, vulnerable customer handling, and compliance requirements
What the assistant uses it for
Answer questions about how a case should be worked, what must be recorded, and when to escalate or refer a case. Useful for onboarding new case managers and settling disputes about correct procedure.
How it is versioned
A document of this type has exactly one current version at a time. Upload a revision and it becomes the version that counts — the one before it is kept and dated, but is no longer what your assistant answers from. Nothing is ever deleted, so you can always show what this document said on a given date.
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