In This Article

This is your comprehensive guide to Case Manager. Whether you're logging in for the first time or need a refresher on a specific feature, use the sections below to find what you need.

Dashboard Overview

New cases arrive with status Pending. Your dashboard gives you three controls to work efficiently:

• Sort by Report date, Days open, Status, or Priority to surface what needs attention first.
• Columns to show or hide fields like Case summary, Primary case type, Date of occurrence, Location, Tags, Days Open, and more. Learn more about customizing columns for reporting.
• Filters to narrow your view to what matters (e.g., Status = Pending, Priority = Urgent, Location = Spain). Learn more about using filters.

Click into any case to open its full details.

Inside a Case

When you open a case, you land on the Information tab. This is where you'll see core metadata: organization, occurrence dates, report timestamp, location, department, and reporter identity mode.

Tagging

Tag cases immediately to keep your queue organized. On the Information tab, locate the "+ Add tag" control directly beneath the tab title. Click it, type your tag (e.g., test case), and press Enter.

Why tags matter: Tags let you track attributes beyond standard fields, like facility names, vendors, campaigns, or training cases. Turn on the Tags column in your dashboard, filter by tag, and include tags in scheduled reports to track patterns over time.

Tip: If you're setting up your system for the first time, tag your test case immediately. See How to Create a Test Case Using IntegrityCounts for the full walkthrough.

Description

The Description tab shows the reporter's full narrative, individuals involved, and any supplemental responses they provided.

Classification

Use the pencil icons to correct Location, Department, or Case type if the reporter selected incorrectly. Accurate classification is essential because Insights reporting depends on these fields.

Case Summary

Add a one-line, manager-authored synopsis (e.g., "Harassment allegation involving contractor during July; CCTV requested"). This makes your case queue scannable at a glance and adds context for anyone reviewing the case later.

Communicating

Messaging a Reporter

Post a brief acknowledgement as soon as a case arrives. This reassures the reporter that their case is being reviewed and automatically moves the status from Pending to Responded. You can format text and attach files (e.g., policies).

Sample acknowledgement: "Thank you for your report. We've received it and begun a review. You can check updates anytime using your case number (e.g., IC84302) and password."

For a deeper walkthrough, see How to Message a Reporter.

Internal Messages

Use internal messages for confidential investigative notes, decisions, and team coordination. These are timestamped and visible only to authorized internal users. Reporters will never see them.

Key distinction: Use Message reporter for external dialogue with the reporter. Use Internal messages for investigative notes. Keeping these channels separate protects confidentiality and creates a clean audit trail.

People, Roles & Independence

Investigation Team

Assign investigators to a case from the case detail view. Assignees receive an email notification with a direct link to the case.

For a step-by-step guide, see How do I assign an investigator to a report?

Roles

• Case Manager / Backup Manager: Full visibility across all cases.
• Investigator: Can only see cases assigned to them, which helps limit scope and protect confidentiality in larger teams.

Restricted Managers

When a manager is implicated in a case, they are automatically restricted from viewing it. Backup managers are notified instead. Restrictions can be removed by authorized users, and every change is recorded in the audit trail.

For more detail, see How do I restrict a manager from viewing a report?

Priority, Status & Outcomes

Priority

Use Urgent for high-risk safety or legal issues with strict deadlines. Then filter your dashboard by Priority for rapid triage.

Status Transitions

Some status changes happen automatically: the first acknowledgement moves a case to Responded, and assigning an investigator moves it to Assigned. Closing a case is always manual and requires documenting outcomes.

For a full walkthrough, see How do I close or change a case status?

Outcomes

Before closing any case, document two things:

• Report validation: Substantiated, Partially Substantiated, or Unsubstantiated.
• Action type: Corrective Action, Coaching/Training, Policy Revision, Role Change, Termination, Resignation, or No Action.

Add concise closing notes to support downstream reporting and audits. These outcomes are reportable through Insights, so documenting them consistently is essential for meaningful trend analysis.

Activity Log, Attachments, Search & File by Proxy

Activity Log

Every action on a case is recorded: views, edits, messages, assignments, exports, and status changes. Filter the log by event type or user. Export it when required for legal files or audit documentation.

Attachments

The Attachments tab provides a consolidated view of all files associated with a case, regardless of where they were uploaded (intake, reporter messages, or internal notes).

Important: Attachments uploaded directly to the case can only be viewed by the investigation team. To share a file with the reporter, attach it directly to a message in "Message reporter."

Search

Search for names, terms, or keywords across all cases. Results show context so you can see whether a match appears in "Individuals involved," "Description," or another field.

File by Proxy

When someone reports directly to you (in person, by phone, or via email), use File by Proxy to create a case on their behalf. This ensures all reports are centralized in IntegrityCounts for consistent tracking and reporting. Proxy-filed cases are clearly labeled for transparency.

For a full walkthrough, see How to File a Case by Proxy.

Exporting & Reporting

Exporting an Individual Case

To share a single case outside of IntegrityCounts, use Export case. This bundles a summary PDF plus all attachments into a password-protected archive. The password is delivered in a separate email for security.

Important: Treat exported data with heightened care, especially when sharing outside your organization.

Reporting on Your Case Data

IntegrityCounts gives you two reporting paths, each designed for a different purpose:

For step-by-step guides on each reporting path:

• How To Create Reports in IntegrityCounts Insights (visual dashboards and scheduled PDF reports)
• How to Export and Schedule Reports from Case Manager (columns, filters, CSV export, and scheduled Case Reports)

Notifications & Operational Rhythm

IntegrityCounts sends targeted email notifications so cases don't slip through the cracks. The cadence differs slightly between Managers and Investigators.

Manager Notifications

Managers receive alerts for new work, aging risk, and key activity. If a manager is implicated in a case, they will not receive notifications for that case.

• New case (immediate): As soon as a case is logged, unless you're implicated.
• Overdue reminders: Day 3, Day 7, and Day 21 if no action has been taken.
• Restriction changes: When the restricted list is updated.
• Message activity: Reporter posted a message, investigator posted a message, or internal message posted by your teammate.
• Assignment events: Case assigned to an investigator or reassigned.
• Status transitions: Any status change (Pending → Responded → Assigned → Closed, etc.).

Investigator Notifications

Investigators receive alerts for the cases they own or collaborate on.

• Case updated: When the case changes materially.
• Restriction changes: When the restricted list is updated.
• Message activity: Reporter, another investigator, or internal message posted.
• Assignment events: Case newly assigned to you or reassigned among investigators.

Recommended Rhythm

• Same-day acknowledgement: Aim to acknowledge new cases the day you receive the alert.
• Work your reminders: Use the 3/7/21-day reminders as backstops, not primary triggers. If you see a Day 3 alert, prioritize that case immediately.