Who and how to contact them
Collect the person or organization, preferred contact, representative where relevant, and any accessibility or communication need.
CASE INTAKE FORM
Case intake form for the facts behind a first decision
Start a usable case record with the person, context, reason, urgency, consent, possible duplicate, triage outcome, responsible owner, and next-action date.
The form is the beginning of the process, not the deliverable. The submitted information should create a clear triage and handoff.
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4intake question groups
5product views
4post-submit actions
Ask for information the next person can use
A short form can still create a strong handoff when every field supports triage, contact, safety, or ownership.
Why they are contacting you
Use a clear reason and an open description in the person’s own words before applying internal categories.
Urgency, consent, and authority
Ask what needs immediate attention and whether the team has consent or another valid basis to act.
Duplicate and handoff
Check for related open cases, record the triage decision, name the owner, and set the next-action due date.
Remove fields that do not change the first decision
Use this test before publishing an intake form.
| Question | Keep when it helps | Avoid when it causes |
|---|---|---|
| Who is involved? | Contact, relationship, access, or duplicate checking | Unnecessary collection of sensitive personal detail |
| What happened or is needed? | Triage, scope, safety, or service planning | Forcing the person to choose an internal conclusion |
| How urgent is it? | A defined response or escalation path | A severity label with no operational meaning |
| What happens next? | Clear owner, due date, and expectation | A generic submission confirmation with no handoff |
Turn the intake into a decision—not another notification
The first operational value appears when the right team sees the right context and owns the next step.
Acknowledge receipt
Set an honest expectation for what happens next and provide an urgent alternative where appropriate.
Check duplicates and immediate risk
Find related open cases and escalate safety, safeguarding, retaliation, severe service impact, or other urgent conditions.
Triage and route
Create a case, request information, refer elsewhere, or close as duplicate with a visible reason.
Confirm ownership
Assign the next action, due date, and case team instead of forwarding the submission into an unowned inbox.
ADAPT THE OPERATING MODEL WITHOUT CODE
Change the intake without rebuilding the downstream case
Business administrators can update questions and handoffs while preserving the connected case process.
A focused intake can be assembled in hours and refined in tens of minutes without disconnecting the resulting case.- Add conditional questions for the selected case type.
- Change urgent routes, acknowledgments, and information requests.
- Update duplicate checks and triage queues.
- Keep the same case ID when the intake becomes active work.
Keep the decision logic; change the language and fields
HR, nonprofit, investigation, and complaint intake should not be identical.
HR concern
Add requested support, confidentiality expectation, immediate risk, reporting relationship, and conflict signals.
Nonprofit referral
Add consent, needs, strengths, service eligibility questions, partner details, and safe contact preferences.
Investigation intake
Add allegation or issue, affected process, evidence preservation, conflicts, and who already knows.
Customer complaint
Add product or service, impact, prior contact, desired resolution, response commitment, and source ticket or order.
Keep the intake short enough to finish and useful enough to route
The example is an adaptable starting point, not a universal questionnaire for every legal, clinical, HR, or social-service context.
Collect for the first decision
Keep fields that change contact, urgency, consent, duplicate checking, triage, ownership, or the next action.
Move deeper questions downstream
Let assessors, investigators, clinicians, or specialists collect detail after the case reaches the right process.
Test the handoff, not only the form
Confirm acknowledgment, duplicate handling, urgent routing, ownership, and what the submitter sees next.
Questions to answer before publishing the form
What should a case intake form include?
Usually the person or organization, contact preference, reason for contact, open description, urgency, consent or authority, possible duplicate, supporting information, triage outcome, owner, and next-action date.
Should every case type use the same form?
Share a core intake pattern, but adapt language, risk questions, consent, evidence, and urgent routes to the context. Do not force an employee concern, client referral, investigation, and complaint through identical questions.
Can the form work on a phone?
Yes. The example uses a responsive Jodoo form. Keep the first screen short, use clear field labels, and test the exact phone flow and privacy context.
How do I prevent duplicate cases?
Collect reliable identifiers, search current and recently closed cases during triage, surface possible matches, and record whether the intake was merged, linked, or kept separate.
What should happen after submission?
Acknowledge receipt, check risk and duplicates, make a visible triage decision, create or update the case, assign an owner, and set a due next action.
SEE THE WORKING SYSTEM
Build the intake around the first decision the team must make
Open the responsive form, then adapt the questions and routing without losing the connected case process.
Open the case intake form