Field observations recorded as contact notes provide the most predictive data for future calls for service, behavioral health crises, and public safety risks. Whether robustly collected at an initial contact or compiled across repeated interactions, field-contact notes offer critical details for harm reduction, de-escalation, diversion, referral, and case planning.
80% of the information collected in enterprise case management systems can’t be retrieved in a useful way. In addition, platforms lack capacity to manage some of the most useful information associated with case processes and outcomes. This leaves critical gaps in team learning, feedback, and real-time problem solving capability. Here are just a few of the most serious issues human services agencies encounter with leading case management platforms.
Just a few months ago, a market leader in artificial intelligence for consumer use announced the release of a new AI chatbot solution for government. Unlike its consumer-facing counterpart, this product was developed with public sector compliance, data security, and regulations in mind. This reflects a growing demand for AI in government services, where agencies must balance innovation with strict standards for privacy, accountability, and security.
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We asked CIT Coalition members, including police officers, peers, health providers, and administrators, about the services they need right now to do the job. 65% noted that technology and training assessment services were among the highest priorities. Programs are looking for ways to better document, verify and report the work they're doing.
