One record per resident, from referral to goal. A California affordable housing nonprofit moves resident services case management into Salesforce.

Key outcomes

• Every resident's referrals, intake, program enrollments, case plans, assessments, and notes on one Salesforce contact record
• Standard intake, with checklists that guide staff through each program's required steps and documents
• Templated case plans, where a goal updates its own status as staff complete its action items
• Case manager homepages that open on the day's workload: clients, open cases, follow-ups due, and action items
• Leadership reports on open resident cases, inbound referrals, open case plans, and critical tasks

Salesforce solution summary

CUBE84 implemented Salesforce Case Management for the resident services team. The build covered:

• A Case object for resident cases, inbound and outbound referrals, and incidents, with record types for each program's process
• A custom Intake object with record types, lifecycle stages, checklists, and document capture
• Program enrollments, so each resident is tied to the programs they take part in
• Templated case plans with goals and action items, plus a flow that updates goal status from action item progress
• Assessments for scored measures such as housing and job assessments
• A contact record set up as the resident's working file, with quick texts for standard client notes
• Case manager and intake officer profiles and roles, a branded case manager homepage, and reports and dashboards for leadership
• Migration of past resident interactions into client notes

Rollout approach: discovery and requirements, build, client-led UAT, go-live, then post-go-live training and support hours.

Beyond the surface problem

Resident services teams do case management work, but the tools they have usually weren't built for it. That shows up in four ways:

• Referrals come from property staff, other departments, and outside partners, and each one arrives differently
• Intake means different steps and documents depending on the program
• Goals such as employment or financial stability take months, so progress gets lost between conversations
• Managers can't see which cases are critical or which follow-ups are overdue without asking each case manager

The client needed a system that treats the resident as the center of the record, with every program, plan, and note attached to that person.

Objectives

• Give case managers one place to manage each resident, from first referral through goal completion
• Standardize intake and assessments across programs so data is complete and comparable
• Cut repetitive admin work so staff spend more time with residents
• Give leadership a current view of caseloads, referrals, and critical cases

Here's how we did it

1. Discovery

Ran a requirements questionnaire and stakeholder sessions to map each program's case, referral, and intake process, and how access worked by role.

2. Case and referral model

Set up the Case object for resident cases, inbound and outbound referrals, and incidents. Added record types for each program and stages such as approved, referred elsewhere, pending, and rejected.

3. Guided intake

Built the Intake object with record types, lifecycle stages from new through eligibility check, and checklists for personal, financial, and assessment steps. Automatic intake creation was switched off so staff decide when intake starts.

4. Programs, case plans, and assessments

Configured program enrollments, templated case plans with goals and action items, and assessment types for scored measures. Validation rules keep required detail from being skipped.

5. The resident record

Laid out the contact record as the case manager's working file, with enrollments, case plans, assessments, and client notes in one view. Quick texts standardize common note entries.

6. Automation

Added a flow that updates goal status from its action items, plus task reminders and macros for routine follow-ups.

7. Role-based access and homepages

Created case manager and intake officer profiles and roles. Built a branded homepage showing each user's clients, open cases, follow-ups, and action items.

8. Reports and dashboards

Agreed the report list with program leads, then built views for open resident cases by status, inbound referrals, open case plans, upcoming action items, and critical tasks.

9. Migration, UAT, and training

Migrated past resident interactions into client notes, supported client-led UAT, and delivered post-go-live training and support hours.

One honest note. The timeline ran longer than planned. Assessment fields, including their calculations, took extra rounds to finalize, and UAT ran long. Both were worked through with the client team before go-live.

What changed

• Staff see each resident's full picture, including enrollments, plans, assessments, and history, before a conversation starts
• Progress toward goals such as employment or financial stability is visible across a caseload, not buried in notes
• Managers can spot critical cases and overdue action items without asking each case manager
• Leadership reports on open cases, referrals, and case plans come from the system of record
• Access follows the job. Case managers and intake officers each see what their role needs