Case Worker Guide

As a Case Worker, you're on the front lines of connecting community needs with volunteers. This guide covers everything you need to know to effectively use NeedBridge to help your clients.

Table of Contents

1. Getting Started

2. Dashboard Overview

3. Creating Needs

4. Managing Your Needs

5. Working with Volunteers

6. Communication Tools

7. Reporting Features

8. Best Practices

9. Troubleshooting

Getting Started

Your First Login

After your registration is approved by your organization admin, you'll receive a welcome email with login instructions.

Initial Setup Steps

1. Log in with your credentials

2. Complete your profile information

3. Review your assigned areas

4. Familiarize yourself with the dashboard

5. Review organization guidelines

Navigation Overview

Your case worker interface includes:

• Dashboard*- Overview of your needs and activity

-My Needs- All needs you've created

-Create Need- Form to post new needs

-Volunteers- View volunteers in your areas

-Reports- Your activity and success metrics

-Profile- Your account settings

Dashboard Overview

Dashboard Components

📊 Your Statistics

• Active needs count

• Needs posted this month

• Claims received

• Fulfillment rate

📋 Recent Activity

• Latest need posts

• Recent volunteer claims

• Upcoming follow-ups

• Urgent needs status

⚡ Quick Actions

• Create new need

• Check volunteer responses

• Update need status

• View urgent needs

📅 Calendar View

• Scheduled follow-ups

• Need deadlines

• Volunteer meetings

• Important dates

Creating Needs

The Need Creation Process

Creating an effective need post is crucial for getting volunteer response. Here's the step-by-step process:

Step 1: Basic Information

Need Title

• Be specific and clear

• Include the type of help needed

• Keep it concise but descriptive

• Examples:

• ✅ "Grocery delivery for elderly client - Downtown"

• ✅ "Transportation to medical appointment"

• ❌ "Help needed"

• ❌ "Urgent assistance required"

Category Selection

• Choose the most appropriate category

• Common categories:

• Food assistance

• Transportation

• Housing support

• Medical needs

• Educational support

• Emergency assistance

Step 2: Detailed Description

What to Include

• Specific help needed

• Client background (maintaining privacy)

• Timeline and deadlines

• Any special requirements

• Preferred volunteer qualifications

Privacy Guidelines

• Never include full names

• Use first names or initials only

• Avoid specific addresses (use general area)

• Don't include sensitive personal information

• Focus on the need, not personal details

Example Good Description

Sarah (65) needs grocery delivery due to mobility issues following recent
surgery.
She lives in the Riverside area and needs basic groceries (list provided) 
delivered weekly for the next 4 weeks. Volunteer should be comfortable 
shopping from a provided list and can coordinate timing by phone.

```bash

### Step 3: Location and Timing

### Area Assignment

- Select the appropriate service area

- Consider volunteer travel distance

- Choose the most accessible location

### Urgency Level

-***Critical***- Immediate safety/health risk (same day)

-***High***- Urgent need (within 2-3 days)

-***Medium***- Important but can wait (within a week)

-***Low***- Flexible timing (within a month)

### Timing Details

- Specify deadlines clearly

- Include preferred times/days

- Note any scheduling flexibility

- Consider volunteer availability

### Step 4: Contact and Communication

### Contact Preferences

- How volunteers should reach out

- Best times for contact

- Preferred communication method

- Backup contact if needed

### Response Management

- Review volunteer profiles before accepting

- Respond to volunteers promptly

- Be clear about expectations

- Confirm arrangements

### Step 5: Review and Post

## Before Publishing

- [ ] Reread for clarity and privacy

- [ ] Check all required fields

- [ ] Verify contact information

- [ ] Confirm urgency level

- [ ] Preview how it will appear to volunteers

## Managing Your Needs

### Need Status Tracking

## Status Types

-***Open***- Posted and awaiting volunteers

-***Claimed***- Volunteer has committed

-***In Progress***- Work is underway

-***Fulfilled***- Successfully completed

-***Cancelled***- No longer needed

-***Expired***- Deadline passed

### Updating Needs

## When to Update

- Volunteer claims the need

- Circumstances change

- Urgency level changes

- Additional information needed

- Contact details change

## How to Update

1. Navigate to "My Needs"

1. Find the need to update

1. Click "Edit" or "Update Status"

1. Make necessary changes

1. Save and notify volunteers if needed

### Managing Volunteer Interest

## When Volunteers Respond

1.***Review volunteer profile***- Check experience and ratings

- Review previous volunteer work

- Note any special skills

1.***Respond promptly***- Thank them for interest

- Ask any clarifying questions

- Set up next steps

1.***Make selection***- Choose most suitable volunteer

- Notify selected volunteer

- Thank others who applied

### Following Up

## During the Process

- Check in with volunteers

- Be available for questions

- Provide additional support if needed

- Monitor progress

## After Completion

- Mark need as fulfilled

- Thank the volunteer

- Provide feedback/rating

- Document outcome for reporting

## Working with Volunteers

### Understanding Volunteers

## Volunteer Motivations

- Desire to help community

- Specific skills to offer

- Available time and energy

- Personal connection to cause

## Types of Volunteers

-***Regular volunteers***- Consistent helpers

-***Skilled volunteers***- Specific expertise

-***Occasional volunteers***- Flexible availability

-***Emergency volunteers***- Crisis response

### Building Relationships

## Best Practices

- Be respectful and professional

- Communicate clearly and promptly

- Show appreciation for their time

- Provide necessary information

- Be flexible when possible

## Communication Tips

- Use clear, simple language

- Be specific about expectations

- Confirm arrangements in writing

- Provide contact information

- Set clear boundaries

### Managing Expectations

## Set Clear Expectations About

- Scope of work needed

- Time commitment required

- Any costs (if applicable)

- Communication preferences

- Success criteria

## Handle Challenges

- Volunteer doesn't show up

- Work quality issues

- Communication problems

- Scope changes

- Emergency situations

## Communication Tools

### Internal Communication

## With Your Organization

- Report to coordinators/admins

- Share success stories

- Request support when needed

- Participate in team meetings

- Follow organizational policies

### Volunteer Communication

## Communication Channels

- In-app messaging

- Email notifications

- Phone calls (when appropriate)

- Text messages (if permitted)

## Communication Best Practices

- Respond within 24 hours

- Be professional and friendly

- Keep messages focused

- Document important conversations

- Follow up on commitments

### Client Communication

## Keeping Clients Informed

- Explain the volunteer process

- Get consent for volunteer help

- Provide updates on progress

- Prepare client for volunteer contact

- Follow up after completion

## Reporting Features

### Your Performance Dashboard

## Key Metrics

- Needs posted vs. fulfilled

- Average time to claim

- Volunteer satisfaction ratings

- Success rate by category

- Monthly activity summary

### Available Reports

## Personal Reports

- My needs summary

- Volunteer interactions

- Success stories

- Time saved for clients

- Impact measurements

## How to Generate Reports

1. Navigate to Reports section

1. Select report type

1. Choose date range

1. Apply filters if needed

1. Generate and download

### Success Story Documentation

## Capturing Success Stories

- Document positive outcomes

- Get client permission to share

- Include volunteer feedback

- Note lessons learned

- Share with organization

## Best Practices

### Writing Effective Needs

## ✅ Do

- Be specific and clear

- Include all necessary details

- Set realistic expectations

- Respect client privacy

- Use appropriate urgency levels

## ❌ Don't

- Share sensitive information

- Exaggerate urgency

- Leave out important details

- Use unclear language

- Create duplicate posts

### Managing Client Relationships

## ✅ Do

- Maintain professional boundaries

- Get proper consents

- Follow organization policies

- Document interactions

- Respect client dignity

## ❌ Don't

- Share personal information

- Make promises you can't keep

- Bypass approval processes

- Ignore privacy guidelines

- Take on inappropriate roles

### Volunteer Engagement

## ✅ Do

- Respond promptly to volunteers

- Show genuine appreciation

- Provide clear instructions

- Be flexible when possible

- Give constructive feedback

## ❌ Don't

- Take volunteers for granted

- Be demanding or rude

- Change requirements last minute

- Ignore volunteer concerns

- Forget to say thank you

## Troubleshooting

### Common Issues and Solutions

## Problem: No volunteers responding to need

- Check urgency level appropriateness

- Review need description clarity

- Consider expanding service area

- Adjust timing if flexible

- Contact coordinator for assistance

## Problem: Volunteer isn't following through

- Send friendly reminder message

- Offer additional support/clarification

- Set new deadlines if appropriate

- Have backup plan ready

- Report to coordinator if needed

## Problem: Client circumstances changed

- Update need description immediately

- Notify any committed volunteers

- Adjust urgency level if needed

- Consider canceling if no longer needed

- Document changes for tracking

## Problem: Multiple volunteers want to help

- Thank all volunteers for interest

- Select most appropriate match

- Keep others as backup

- Suggest they watch for future needs

- Consider splitting task if possible

### When to Ask for Help

## Contact your coordinator or admin when

- Complex volunteer issues arise

- Client safety concerns

- Technical problems with platform

- Policy questions

- Emergency situations

### Quick Reference Checklist

## Before Creating a Need

- [ ] Client consent obtained

- [ ] All details gathered

- [ ] Privacy reviewed

- [ ] Urgency assessed

- [ ] Contact method confirmed

## After Posting a Need

- [ ] Monitor for volunteer responses

- [ ] Respond to inquiries promptly

- [ ] Select appropriate volunteer

- [ ] Confirm arrangements

- [ ] Check in during process

## After Completion

- [ ] Mark as fulfilled

- [ ] Thank volunteer

- [ ] Update client

- [ ] Document outcome

- [ ] Rate volunteer interaction

---

## Emergency Procedures

### Critical Needs Process

## For immediate safety/health risks

1. Use "Critical" urgency level

1. Include "URGENT" in title

1. Contact coordinator immediately

1. Consider direct emergency services

1. Monitor constantly until resolved

### Emergency Contacts

## Within NeedBridge

- Your coordinator

- Organization admin

- Platform support

## External Resources

- Emergency services (911)

- Client emergency contacts

- Organization emergency procedures

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## Success Tips

### Building Your Effectiveness

## Track Your Success

- Monitor fulfillment rates

- Note what works well

- Learn from challenges

- Share successful strategies

- Seek feedback regularly

## Professional Development

- Attend organization training

- Learn from experienced colleagues

- Stay updated on best practices

- Participate in case worker meetings

- Seek mentorship opportunities

## Community Building

- Recognize good volunteers

- Share success stories

- Connect with other case workers

- Participate in organization events

- Advocate for client needs

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**Remember: You're making a real difference in people's lives. Every need you

post and every volunteer connection you facilitate creates positive impact in
your community.*