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NC Department of Health and Human ServicesDivision of Child Development and Early Education

Guided demo · about 15 minutes

Follow a case from the dashboard to a decision.

Each step opens TraceFlow as the right person on the right screen, using synthetic cases. Go in order, or jump to any step.

  1. Operations dashboard

    Step 1: Start at the operations dashboard

    As Renee Morgan · State Administrator (statewide)

    Two tabs. My work: this person’s own tasks and the cases to open next. Program overview: active cases, pending reviews, renewals due, document quality and county timeliness against the 14-day goal.

    Look for: Every count opens the cases behind it. Filter by county, then open an item that needs attention. Switch people with the name at the top right.

    Open the dashboard

  2. Case management

    Step 2: Open a case, or create one

    As Alex Williams · Caseworker (Mecklenburg)

    Case C-26-000987 is a synthetic family with open issues. Or enter a new paper application with New intake.

    Look for: One record with household, county, assignment and status, and a Next step banner that says what to do and who owns it.

    Open case C-26-000987Create a new application

  3. Case › Income

    Step 3: Standardize income

    As Alex Williams · Caseworker

    Each income source is shown as reported, with its frequency, then converted to a monthly baseline.

    Look for: The formula for every line (for example $1,240 × 26 ÷ 12) and the calculation history. On New intake, change a frequency and watch the baseline update.

    Open the Income tab

  4. Case › Documents

    Step 4: Upload documents

    As Alex Williams · Caseworker

    On the Documents tab, open “Sample document kit”. Each file has a messy name on purpose. Select Upload next to a file, or download it and drag it into the upload box.

    Look for: Each upload shows its steps: received, text extracted, classified with a confidence score, renamed [CaseID]_[DocType]_[Date], filed to the case folder, checked, then auto-routed or sent to a person with the reason.

    Upload in this order

    1. PayStub1.pdfPassesClassified as a pay stub, renamed, filed, all checks pass: auto-routed with no human review.
    2. PayStub1 (copy).pdfFlagThe same file again: Duplicate file flag.
    3. John_Doe_Wages_May.pdfFlagPay is higher than the family reported: income mismatch, high risk.
    4. household form - unsigned.pdfFlagBlank signature line: Missing signature flag.
    5. employer letter (old).pdfFlagDated before the 30-day verification window: Outside verification period flag.
    6. scan0003.pdfFlagPhone scan with no readable text: Unreadable upload, request a clearer copy.
    7. notes from visit.pdfFlagNot a known document type: sent to a person to classify.

    Upload PayStub1.pdf before its copy. Upload while the case is still open: documents can’t be added after a decision.

    Open the Documents tab

  5. Case › Exceptions

    Step 5: Trigger an exception

    As Alex Williams · Caseworker

    The flags raised by your uploads join the case’s other open exceptions.

    Look for: The exact flag, the rule that raised it, the document it came from, the action required and who must act.

    Open the Exceptions tab

  6. Work queue

    Step 6: Human review

    As Alex Williams, then Dana Patel · Supervisor

    The caseworker requests evidence or escalates. The supervisor approves, denies or sends the case back with revision items.

    Look for: Approve stays locked while high-risk issues are open, and every decision needs a written reason.

    Escalate as Alex WilliamsDecide as Dana Patel

  7. Settings › Policy rules

    Step 7: Change a policy rule

    As Renee Morgan · State Administrator

    Policy values live in versioned rules that the state controls, not in code. Every county uses the same version.

    Look for: Preview impact shows how many open cases would gain or lose flags, change risk or switch eligibility before anything is saved. Publishing creates a new version with the reason; the old version is kept.

    Try it

    1. On Timeliness, change “Verification window (days)” from 30 to 45, as if a DCDEE memo had extended it.
    2. Select Preview impact. About a dozen open cases would lose their “Outside verification period” flag, and their risk level changes.
    3. To keep it, type a policy reason and select Publish new version. Otherwise just leave the page: nothing is saved.

    Other rule sets work the same way: exception thresholds, required documents, income frequencies and the eligibility threshold. Lowering the eligibility threshold, for example, shows how many families would change eligibility.

    Open timeliness rules

  8. Audit trail

    Step 8: Check the audit trail, then the dashboard

    As Kendra Ellis · Auditor, then the dashboard

    Every upload, calculation, routing, override, rule change and decision, with who, when and why.

    Look for: The actions you just took, in order. Back on the dashboard, the queue and counts reflect them.

    Open the audit trailReturn to the dashboard

Prefer to read first? Open the user guide.