How to build an information flow map for your case management team

An information flow map can help you understand how data moves through your program and through your case management processes in particular. From first contact to case closure you can have a clear overview so as to ensure that the right information reaches the right person at the right time. With a smooth information flow, clients get timely support, case management staff stays aligned and it becomes easier to protect data.

Following is a sample flow. Always follow your organization’s case management and data protection policy.

Example of a simple flow of information
Example of a simple flow of information

In the past, we talked about data modelling which should not be confused with an information flow map as they serve a different purpose and happen at a different stage. An information flow map helps us see how information moves through the case management process whereas a data model allows us to see how information is structured inside the system. For information on data modelling, please look at key principles and design considerations in data modelling and what it takes to build an effective data model design.

Why information flow mapping matters

If you map the way the information will be flowing in your case management systems you can:

  • Clarify roles and timelines, such as who collects what data and when
  • Prevent duplication and missing information
  • Strengthen data protection practices
  • Reduce or eliminate use of informal channels of communication
  • Train new staff quickly and based on a common understanding
  • Support transition to digital tools such as ActivityInfo
  • Improve overall data quality and reporting

Steps to creating an information flow map

Step 1: Define the scope of the case management system

Decide on where the information flow mapping will focus. Is it going to cover the entire case management process, one workflow (e.g. referrals or follow-ups), one type of population, one system? Then, clarify whether you are mapping internal flows only or flows that affect internal teams and external partners.

Step 2: Identify all stakeholders and their role

Make a list of all the roles involved in managing information in the case management system such as caseworkers, supervisors, coordinators, MEAL teams or data officers, IT, program managers,etc. For a comprehensive list of potential stakeholders read our article “Case management systems: Understanding stakeholders and their data needs”. If your scope includes external partners, make sure to include these too (e.g. referral partners, government agencies, service providers, etc.). This mapping will help you assign the correct permissions and access rules at a later stage.

Step 3: List the data touch-points

For each step of the case management process ask the questions:

  • What information is collected?
  • Who collects it?
  • What tool of form is used?
  • Who needs access to and why?
  • Where is it stored?
  • How long is it kept?

Some examples of touch-points are:

  • First contact/intake
  • Consent and risk screening
  • Assessment
  • Case planning
  • Referrals (incoming/outgoing)
  • Follow up visits or service delivery
  • Monitoring and progress notes
  • Case review and supervision
  • Case closure
  • After-care or feedback, if relevant

Step 4: Draw the information flow map

Swimlane diagrams can work nicely in this type of mapping. Each lane can be designed from a role perspective and data moves across the lane. Here’s how you can set this up:

  • Use boxes for steps or forms
  • Arrows show data movement
  • Add decision points where needed
  • Include notes to pinpoint where consent is required
  • Include points about data security and storage
  • Add reporting and analysis points.

Step 5: Review the map with your team

After you have put the initial flow map in place, cross-check with your team that the flow reflects real practice and not just policy. Ask questions to uncover hidden issues such as:

  • Where does information get stuck or might be lost?
  • Do we rely on unofficial channels of communication?
  • Do we collect unnecessary information?

Finally, check that the right access level is agreed upon for each stakeholder.

Step 6 (optional): Connect the information flow map to a data model and ActivityInfo

If you plan to use ActivityInfo as your case management system, you can start mapping your information flow into the data model that will serve the design of your database. Take a look at the example of the Protection case management (plus MEAL) database template which includes a simple data model and the complete database design, which you can get and experiment with.

How different datasets link to each other in a data model
How different datasets link to each other in a data model

To get started keep in mind the following points:

Data model: With a data model, you start by defining fields, forms and relationships that will support the database structure. Get started by defining:

  • Entities (e.g. beneficiaries, relief items, donors, distribution centres)
  • Attributes (e.g. beneficiary ID, name, age, gender, location)
  • Relationships (e.g. how data entities are related to each other)
  • Normalization (tables to avoid redundancy, data linked with keys)
  • Constraints and Validation (primary and foreign keys, validation rules)
  • Documentation (data dictionaries, entity-relationship diagrams, descriptions of attributes and relationships)

Please take a look at key principles and design considerations in data modelling and what it takes to build an effective data model design if you require more information.

Database design in ActivityInfo: The stages of the case management process can be reflected in the database design using the folders, forms and subforms. Touchpoints can be created with forms and subforms. You can link forms to each other too. Validation rules, required fields and other field properties can be used to enforce quality safeguards. You can always view the case history (record history) and use the audit log for an audit trail for accountability. Role-based permissions can follow the lanes of the swimlane diagram. And finally with dashboards you can create overviews for supervisors or for learning.

Step 7: Maintain and update the information flow map

To ensure it stays relevant, you need to update the information flow map whenever processes change, teams expand, a transition to a new system happens or when privacy and data protection rules change.

Following these steps, you end up with a practical tool that can improve your case management workflows, strengthen data security and help you foster a culture of ethical information handling.

ActivityInfo can help you operationalize your information flow map into a data model and then a fully operational system in the platform. Explore how other organizations such as Medicos del Mundo use ActivityInfo for Case management and never hesitate to contact us for a demo customized to your needs.