The FAMCare Blog

An Agency Guide to Upgrading Case Management Software...

Posted by George Ritacco on Jul 25, 2017 9:00:00 AM

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As social service agencies grow and new case management software is introduced into the market, finding the right software to fit your agency’s size and mission can be a daunting task.


  • Since case management software is the foundation and framework of all your agency’s functions it must be a perfect fit.
  • It is a substantial financial investment that cannot be repeated every couple of years because it is no longer able to handle the work load. It is important to get it right the first time and insure that any new system is expandable.
  • You cannot suspend services for six months to install new case management software. Any new software must be up and running quickly.
  • It is counterproductive to try to tailor functions to stock report forms. Report forms must be customizable and appropriate to your agency’s functions. Quality reports are a key feature of any good database system.
  • It is no longer sufficient to run an enterprise case management system on office computers. Any new system must be smart-cloud based and adaptable to all mobile formats. It must also be guaranteed secure.
  • Finally, don’t purchase software at your own risk. The vendor must offer robust technical support and training.

These are the generic requirements every agency will encounter when it comes time to upgrade case management software.


Individual agencies must tailor these requirements to their own needs. Obviously, a small nonprofit working with five caseworkers will need a less robust system than a state agency coordinating the efforts of two hundred case workers providing a wide variety of services to the same clientele. When selecting new software for your agency, consider each of the following areas:

  1. BUDGET – Define the range you can afford before contacting potential vendors.
  2. SCHEDULE – Carefully establish realistic timeframes for the implementation process.
  3. FUTURE GOALS – Consider anticipated growth, staff and associated expectations.
  4. RESOURCES – Evaluate overall IT requirements.
  5. FUNCTIONAL NEEDS – Carefully evaluate your agency’s organizational complexity and workflow complexity.


When all this research is done, it is time to look at individual vendors to decide which one fits your needs. The best way to decide on case management software is to take it for a test drive. Schedule a demonstration with each vendor you are considering. Let key stakeholders and employees do the driving. Do not make the decision at the top of the organization. Be sure you get input from the “users”. They know best.

Finally, make the vendor you choose a partner. Your case management software vendor will be actively involved in the efficient running of your agency for many years to come. If you don’t get good professional “vibes” when evaluating a vendor, do not buy software from them. Only potential lifetime “partners” are good candidates.

What To Do Next?

If you're interested in figuring out where to start - you may want to consider two of our guides:

  1. The Unofficial Guide to Electronic Case Management
  2. The Buyer's Guide / RFP Helper

Good luck in your research and let us know how we can help!

Topics: Special Reports, FAMCare Tips and Tools

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