Closing cases
At the outset, you should give the client an indication of how long the case will remain open. This gives you an idea of how many cases you are dealing with and when you can take on any more. As you are trying to empower the client, your aim should be that, once the work is done on the case, clients can continue with the work themselves. They should have the option of possibly returning in the future should they feel unable to deal with matters themselves or if there is a change of circumstance.
A case can be closed if:
•the strategy for the client is up and running successfully; or
•you have lost contact with the client and they have not responded to your attempts to contact them; or
•the client no longer wants help from the agency or is changing advisers, or
•the agency is no longer able to provide a service to the client.
Once a case is closed, you should inform all relevant parties in writing and keep your case management system up to date.
If the client returns, you can either reopen the case, or start a new one.