Handing over cases

Cases stay with your centre

Every case belongs to your centre, even if a counsellor leaves. This way it is always clear who is responsible for the data. As centre lead you reassign cases without seeing them. You only see figures. Titles, messages and case notes stay hidden from you.

Only someone who counsels at your centre can take over, so a counsellor or a centre lead, and only once that person has accepted their invitation. Blocked accounts and the office never take over cases. The selection only lists people who can take over.

Handing over a colleague's open rooms

You need this, for example, if someone is off for a long time or leaves your centre.

1. In “Manage centre”, open the “Team” card. It shows how many open rooms the person is handling.
2. Open “Manage” for them.
3. Choose who takes over the rooms.
4. Click the button with the number, for example “Hand over 3 rooms”, and confirm.

All open rooms of this person always go at once. You do not choose individual rooms here.

What happens during a handover

• Messages, case notes and whiteboard go along. The new counsellor sees them.
• Upcoming appointments in the room are dropped. Invited guests get a short email about it, and so do clients if they have turned on emails.
• Clients with access see in their room who is now supporting them. Anyone who has turned on email notifications gets an email about it.
• If the new person was previously co-counsellor in this room, they are now the responsible counsellor.

If a client already has their own room with the person who is to take over, that one room stays where it is. The message then says how many rooms have been handed over and how many have stayed, for example “2 rooms are now with … One room stayed because the client already has a room with …”. If it is exactly one room, the message is “The client already has a room with …”. Then hand over the remaining rooms to another colleague.

Cases without a counsellor

Sometimes nobody is handling a case any more. This happens, for example, if you have removed someone from the centre, if an account is blocked or if someone has changed centres. The “Cases without a counsellor” card then appears in “Manage centre”.

It shows for each person how many open and closed cases are attached to them. Choose a counsellor and click “Hand over all”.

The closed cases go along too. This way someone is responsible until deletion, for example if clients have questions about their counselling. Clients do not get any mail for closed cases. For open cases, upcoming appointments are dropped, and clients with access get a notification.

If it says “Nobody is counselling at the centre right now.”, invite a counsellor first. How to do this is explained in Managing the team.

When someone changes centres

If a counsellor moves to another centre, the platform operator handles this. Their cases stay with you. The platform operator passes open rooms on to a colleague at your centre or closes them. The person's licence becomes free at your centre. You then find their closed cases under “Cases without a counsellor”.

Tip: Plan a handover before the last working day. Then the previous counsellor can tell their clients themselves how things will continue.

How long closed cases are kept is explained in Retention and deletion.