Case Management and Student Success Solution

The vendor is required to provide case management software solution options currently available.
• Develop an understanding of the solutions that exists in the market and their capabilities. 
• Understand how those solutions meet the needs of dal. 
• Understand the scalability and flexibility of the vendor solutions 
• Understand vendor delivery models – cloud based, SaaS, on-premise etc. and where system data resides 
• Understand the integration options and support models 
• Obtain feedback from vendors regarding trends and best practices in industry. 
• Understand software licensing models, pricing and contract structures. 
• Understand successful implementation strategies and project risks.
- Requirements
1. Case tracking and documentation
• Ability to add notes and updates to existing case file for continuity of care centralized case records with a timeline of interactions.
• Ability to attach supporting documents, notes, and evidence
• Ability to close case files
• Ability to search case files by student name, banner id, date issue type etc. or a combination or multiple fields
• Ability to track case history, status, and key actions taken
• Ability to supervise casework and offer feedback to case leads
• Document intervention strategies and action plans
• Assign deadlines for follow-up actions and tasks
• Ability to include post appointment notes which the student can access to communicate information such as next steps, link to resources and information, contact info for next meeting etc.
2. Workflow automation and task management
• Ability to configure workflows to streamline case progression.
• Automated notifications and reminders (such as email, SMS) for follow-ups.
• Ability to assign case and task to different individuals (e.g., team members, case worker, supervisor, reviewer etc.)
• Ability to share information and files across teams (dal security, res life, human rights and equity services (HRES), review panel or board, students etc.).
• Ability to add notes to case file while sharing casefile and task to individuals and team member - ability for teams of people to collaboratively contribute to casework
3. Reporting system
• Ability to store and allow use of defined templates and forms for meetings, resolution planning, follow up meetings
• Ability to store and allow use of defined templates for letters and responses to requests
• Ability to generate report of number of students seen in a period of time, repeated students etc.
• Ability to generate periodic reports by case types and other case categories’
4. Communication and collaboration tools
• Email integration for outreach.
• SMS integration for outreach.
• Support self-service for students to book meetings
• Ability to provide secured centralized storage and retrieval of documents and information in formats like pdf, MS word, MS excel etc.
5. Appointment booking and management
• Book meetings or events with students and parties 
• Ability to restrict students from booking multiple appointments in same day or week
• Ability to support different appointment and event types e.g., supports virtual, in-person, group, drop-in sessions
• Ability to allow students to check for open appointment timeslots (real time)
• Ability to allow students to join a waitlist where required
6. Risk assessment and alerts
• Built-in risk assessment tools to prioritize cases.
• Allow template forms based on Nabita risk assessment tools to be completed and added to case file
• Ability to indicate flags and alerts for high-risk students.
• Allow scoring model template used for case severity to be completed and added to case files
7. Data analytics and reporting
• Provide dashboards for case trends, outcomes, insights and performance tracking
• Allow students’ access to self-service dashboard that displays the status of their prior cases along with the corresponding intervention strategies and action plans
• Track and report key performance indicators (KPIs) for compliance and strategic planning.
• Allow customizable and ad hoc reports (such as year-end reporting to leadership) with filtering and visualization options
• Allow for data exports to various formats such as .XLS, pdf etc.
• Ability to track progress of cases and identify status and stage of case in the queue
• Predictive analytics powered by ai allowing the ability to use data within the system to identify and predict student needs early and recommend possible solutions.
8. Confidentiality and privacy compliance and management
• Support data retention policies and case archiving
• Role-based access to protect student privacy.
• Log audit trails of all case-related activities
• Permission controls to allow appeals board members to review select case documents
9. Integration
• Integrate with banner and active directory for exchange of key student information such as student name, faculty, department, banner no, class schedule etc.
• Support single sign-on (SSO) for multi factor authentication 
• Support integration with meeting platform such as outlook and MS teams for inflow of bookings customization and flexibility – integra table via APIs with other systems
10. FAQs and surveys
• Ability to include FAQ for students to get specific key information
• Ability to automatically send built- in survey to students after a case and appointment is closed or integrate with existing survey tool
11. Others
• Data resident - ability to store data generated from the system
• Ability to configure and segregate the system for various users’ groups such as international center, academic advising, student health etc.
- Information Session Date: July 18, 2025
- Questions/Inquires Deadline: July 25, 2025