Managing Case Status: Open, Paused, and Closed

Case status indicates where a case sits in its lifecycle, from active support through to conclusion. Managing status transitions effectively ensures appropriate support at each stage and accurate records for reporting and analysis.

What you'll learn: What each status means and when to transition between them.

Practical guidance: Best practices for status changes, particularly for case closure.

Implementation: How Plinth handles status management and what happens at each transition.

The Three Case Statuses

Plinth uses three statuses that cover the full case lifecycle.

Open Status

Open is the active status for cases receiving ongoing support.

What It Means: The case is active, support is being provided, and regular contact is expected.

When to Use: From case creation until support concludes or is temporarily suspended.

Visual Indicator: Open cases display with a blue tag and play icon for quick identification.

Expectations: Open cases should have regular interaction activity consistent with the support plan.

Open is the default status for cases requiring active attention.

Paused Status

Paused indicates temporary suspension of active support.

What It Means: The case is not currently active, but is expected to resume rather than close permanently.

When to Use: When circumstances require a break from support that isn't permanent closure.

Visual Indicator: Paused cases display with a gold/amber tag and pause icon.

Expectations: Paused cases should have a plan for when they'll be reviewed or reactivated.

Paused is useful when "not active right now" is different from "finished".

Closed Status

Closed indicates the case has concluded.

What It Means: Support has concluded, whether successfully, due to disengagement, or for other reasons.

When to Use: When the case is genuinely complete and no further support is expected.

Visual Indicator: Closed cases display with a red tag and stop icon.

Automatic Recording: When a case is closed, Plinth automatically records the end date if not already set.

Closed marks the definitive end of the support episode, though individuals can have new cases opened later.

When to Transition Status

Each transition point requires thoughtful decision-making based on the case circumstances.

Opening Cases

Cases begin in Open status, but consider what triggers case creation.

Clear Entry Criteria: Define what warrants a new case – not everyone who contacts your organisation needs a case.

Initial Assessment: Gather enough information at case creation to determine the appropriate workflow and initial concern level.

Case vs Contact: Distinguish between one-off contacts and situations that warrant ongoing case tracking.

Reopening Consideration: If someone had a previous closed case, decide whether to reopen that case or create a new one.

Clear criteria for opening cases prevents both over-caseloading and under-tracking.

Moving to Paused

Pause when active support needs to stop but closure isn't appropriate.

Planned Breaks: The individual is taking a planned break from support but expects to return – for example, extended holiday or hospital stay.

Waiting Periods: External factors require waiting before support can continue – for example, waiting for housing allocation or legal processes.

Temporary Disengagement: The individual has disengaged but circumstances suggest this may be temporary and follow-up is appropriate.

Resource Constraints: In some contexts, cases may be paused due to waiting lists or capacity constraints, though this should be a last resort.

Paused maintains the case relationship while acknowledging the break in active support.

When Not to Pause

Don't use Paused as a way to avoid closure decisions.

Indefinite Situations: If there's no clear expectation of resuming, close rather than pause.

Disengagement Without Plan: If someone has disengaged and you don't have a plan to re-engage, close the case (they can be reopened later if needed).

Administrative Convenience: Pausing shouldn't be used to keep case numbers artificially low or to avoid closure paperwork.

Default Position: Paused should be a deliberate choice, not where cases drift when attention lapses.

Paused is for genuine temporary suspension, not indefinite limbo.

Moving to Closed

Close when support has genuinely concluded.

Goals Achieved: Support goals have been met and the individual no longer needs this level of support.

Successful Ending: Support concludes positively with the individual's agreement and awareness.

Disengagement: The individual has disengaged after reasonable attempts to re-establish contact.

Referral Elsewhere: Support is being provided by another service and your involvement is no longer needed.

Moved Away: The individual has moved out of your service area.

Circumstances Changed: Changed circumstances mean support is no longer appropriate or needed.

Closure is appropriate when the support episode has genuinely ended, whatever the reason.

Reopening Cases

Closed cases can be reopened when someone returns for support.

New Episode: Consider whether a returning individual needs the previous case reopened or a fresh case – often a new case is clearer.

Preserving History: Reopening maintains the historical record in one place, which can be valuable for long-term support relationships.

Status Reset: Reopening returns the case to Open status, ready for active support.

Documentation: Note why the case was reopened and what circumstances prompted the return.

Clear principles for reopening vs creating new cases helps maintain organised records.

Best Practices for Case Closure

Closing cases well is as important as managing them well during active support.

Prepare for Closure

Don't spring closure on anyone – prepare appropriately.

Review Goals: Before closing, review the original support goals and assess progress against them.

Discuss with Individual: Where possible, discuss closure with the individual and confirm their agreement or understanding.

Final Actions: Complete any outstanding actions before closing – don't close with loose ends.

Gather Feedback: Consider whether to gather feedback from the individual about their support experience.

Prepared closure ensures clean endings and captured learning.

Document Outcomes

Closure is the point to record what was achieved.

Outcome Summary: Document the key outcomes achieved during the case, linked to original goals.

Closure Reason: Record why the case is closing – achieved goals, disengagement, referral elsewhere, etc.

Final Status: Note the individual's situation at closure – where are they now compared to where they started?

Forward Information: If relevant, note what the individual's ongoing needs are and where they're being addressed.

Good closure documentation is essential for impact reporting and organisational learning.

Closure Note

Write a final note summarising the closure.

Comprehensive Summary: The closure note should make sense to someone reading the case without detailed knowledge of the history.

Reason and Circumstances: Clearly state why the case is closing and the circumstances of closure.

Attempts Made: For closure due to disengagement, document what attempts were made to re-engage.

Future Contact: Note whether future contact is expected or welcomed.

The closure note is often the most important single note in a case file.

Communicate Clearly

Ensure the individual understands what closure means.

Explicit Communication: Clearly tell the individual their case is closing, don't leave them wondering.

What It Means: Explain what closure means in practice – will there be any further contact?

Future Options: Let them know how they could re-engage with services in future if needed.

Positive Framing: Where possible, frame closure positively as progress rather than abandonment.

Clear communication prevents confusion and maintains trust for any future engagement.

Handling Difficult Closures

Not all closures are straightforward – some require particular care.

Closing Due to Disengagement

When someone stops engaging, closure may be appropriate but needs care.

Reasonable Attempts: Document attempts to re-establish contact before closing – typically at least 2-3 attempts via multiple methods.

Concern Level Check: Before closing a disengaged case, consider whether there are risk factors that warrant more persistent attempts.

Clear Policy: Have organisational guidance on how many attempts and over what period before closure for disengagement.

Letter/Final Contact: Consider sending a final letter or message explaining the case will close unless they respond.

Disengagement closure protects individuals from being closed prematurely while not leaving cases open indefinitely.

Closing Against Wishes

Occasionally cases need to close when the individual wants continued support.

Service Limits: Be clear about service limits and when they apply – closure shouldn't be a surprise.

Refer Where Possible: If you can't provide ongoing support, try to identify alternatives.

Document Clearly: Document that closure was not agreed by the individual and why it's happening anyway.

Right of Return: Clarify whether and how the individual could return to services in future.

Closure against wishes is sometimes necessary but should be handled sensitively and documented carefully.

Closing Concerning Cases

Closing cases with ongoing concerns requires particular care.

Risk Assessment: Document current risk assessment at closure, even if you can no longer provide support.

Onward Referrals: Ensure appropriate referrals are made to other services who can respond to concerns.

Information Sharing: Share information appropriately with other agencies if there are safeguarding concerns.

Management Oversight: Ensure closure of high concern cases is agreed with management.

Safety considerations override administrative convenience – concerning cases need active management through closure.

Status Management in Plinth

Plinth provides straightforward status management with appropriate safeguards.

Changing Status

Status changes are simple but deliberate.

From Case View: Update status directly from the case detail view with a few clicks.

From Notes: Update status when adding notes, capturing the change at the point of documentation.

Immediate Effect: Status changes take effect immediately and are reflected across all views.

Automatic Dating: When closing a case, Plinth automatically sets the end date if not already specified.

Simple mechanics ensure status management doesn't become an administrative burden.

Status Visibility

Current status is visible throughout the system.

Case Lists: Status displays in case tables with colour-coded tags for quick identification.

Case Cards: Individual case views prominently display current status.

Filter by Status: Filter case views by status to focus on specific categories.

Status Icons: Visual icons (play, pause, stop) provide instant recognition alongside colour coding.

Consistent visibility ensures status is always considered in workflow decisions.

Reporting

Status supports meaningful reporting on case activity.

Active Caseload: Report on currently open cases to understand current demand.

Closure Rates: Track how many cases close over time and for what reasons.

Duration Tracking: Analyse how long cases remain open to understand service patterns.

Status Transitions: Review patterns in status changes to understand case progression.

Good status data enables meaningful analysis of service delivery and outcomes.

Frequently Asked Questions

How do we handle cases where someone reappears after closure?

Options include reopening the closed case or creating a new case.

Reopening: Maintains the full history in one place and is appropriate for ongoing relationships or closely related support needs.

New Case: Creates a fresh start and is appropriate when the previous case is genuinely historic or the support need is substantially different.

Organisational Policy: Establish a policy so decisions are consistent – often a time threshold helps (e.g., reopen if within 6 months, new case if longer).

Either approach is valid – consistency matters more than which you choose.

What if we're unsure whether to close?

Uncertainty often indicates a need for more information or discussion.

Investigate: What would help you decide? Might another contact attempt resolve the uncertainty?

Supervision: Discuss uncertain closures with your supervisor to benefit from their perspective.

Document Uncertainty: If closing despite uncertainty, document your reasoning and what made you uncertain.

Err Toward Action: Generally better to make a decision than leave cases in limbo – you can reopen if needed.

Uncertainty is normal; having a process to resolve it is what matters.

How long should paused cases stay paused?

Paused should be temporary – define limits and review processes.

Time Limits: Consider setting maximum pause durations (e.g., 3 months) after which cases must be reviewed.

Review Schedule: Put paused cases in a regular review cycle to prevent them being forgotten.

Clear Plans: Each paused case should have a documented plan for when and how it will be reviewed.

Move to Closed: If a paused case is reviewed and circumstances haven't changed, consider whether closed is more appropriate.

Paused cases need active management to prevent them becoming a holding pen for decisions that should be made.

Do closed cases count in caseload numbers?

Typically no – caseload usually means active cases.

Standard Meaning: When people ask about caseload, they usually mean open (and possibly paused) cases.

Closed for History: Closed cases remain accessible for reference and reporting but aren't part of active workload.

Reporting Clarity: Be clear in reports about whether numbers include closed cases.

Clear definitions prevent confusion about workload and capacity.

Recommended Next Pages

• The Complete Guide to Case Management – Comprehensive coverage of case management principles and features.

• Case Management Best Practices for Nonprofits – Expert recommendations including closure best practices.

• Understanding Case Concern Levels and Risk Assessment – Prioritising cases at any status level.

• How to Track Case Interactions and Notes – Documentation that supports good status decisions.

Last updated: August 2025

For more information about case status management, contact our team or schedule a demo.