PNB — Case management

Support coordination case management that matches the work.

Consumer records, MT visits, MH and SCS checklists, and role-based access — organized the way support coordinators actually do their day. Not generic case management bent to fit.

Schedule a demo What's included

One record: Every consumer detail in one searchable view
Role-based: SC, supervisor, QA, admin permissions
Audit-ready: Every action logged for audits

What case management means in PNB

The shape of a real SC's day

PNB is organized around what coordinators actually touch — the consumer they're working with, the MT visit that's coming up, the MH or SCS Checklist that needs to be completed, the plan that's expiring.

Consumer record with the full case context
MT visits tracked monthly (by SC), upload-vs-visit color-coded
MH Checklist annually (by SC); SCS Checklist annually (by Supervisor)
Permissions tuned to SC, supervisor, QA, admin

HIPAA-aligned

Encryption, access control, audit

Multi-state ready

KY, IN, GA, FL, NM, and expanding!

Years in production

Used daily across agencies

People who pick up

Support team you can actually reach

Why this matters

Most case management software was built for hospitals or insurance. Support coordination is different.

A support coordinator's day doesn't look like an ER nurse's or an insurance adjuster's. It's a mix of monthly MT visits, consumer check-ins, MH/SCS Checklist completion, and plan renewal tracking — all of it stitched together with phone calls and notes. Generic case management tools force that workflow into a shape that doesn't fit.

PNB was built around the actual rhythm. The consumer record is the center of gravity — click into a consumer and you see DDD ID, group home, MT history, MH and SCS Checklist completion, plan dates, Medicaid end date, and contacts all on one screen. MT visits are tracked with upload-vs-visit-date color coding so it's obvious when a visit happened but the documentation hasn't come in yet. (Dashboards, assignable tasks, calendaring, and a full document management module are part of CT Agency Suite, not PNB.)

Permissions are tuned to roles that exist in the real world — SC, supervisor, QA, billing, admin — so a junior coordinator sees what they need, supervisors see their team's work, and QA sees what they're auditing without seeing what they shouldn't.

Why agencies stay on PNB

Stability — it works, every day, for the team that depends on it
Direct support — the person answering your email is often the person who wrote the code
Compliance built in — HIPAA-aligned controls and role-based access
Roadmap responsive to customers — feature requests don't disappear into a backlog

What PNB delivers

Honest scope: the case management work PNB actually does.

PNB covers the consumer record, MT visits, MH/SCS Checklist completion, plans, billing, EVV, and roles. The broader operational layer — dashboards, assignable tasks, document management, calendaring — is part of CT Agency Suite.

Consumer records, organized like real life

DDD ID, group home, plan dates, Medicaid end date, contacts. The MT history (monthly), MH Checklist completion (annual, by SC), and SCS Checklist completion (annual, by Supervisor) are all on the record. One searchable view, no swivel-chair between screens.

MT visit tracking with upload-vs-visit color coding

MTs are conducted monthly at every monthly check-in. PNB tracks each MT visit with the visit date and the upload date color-coded against each other — so it's obvious when a visit happened but the documentation hasn't been uploaded yet. No invented calendaring; just an honest record of what happened and what's documented.

MH Checklist completion (annual, by SC)

The MH Checklist is an annual document the support coordinator completes. PNB tracks completion status per consumer per year, so the team can see what's outstanding without keeping a parallel spreadsheet.

SCS Checklist completion (annual, by Supervisor)

The SCS Checklist is an annual document the supervisor completes. PNB tracks completion the same way as MH — per consumer per year, with status visible to the supervisor's role.

Roles and permissions tuned to support coordination

SC, Supervisor, QA, Billing, Admin — each role sees what they need and nothing else. Lock down what each role can see, edit, or delete.

What's coming with CT Agency Suite

Dashboards, assignable tasks and reminders, full document management, calendaring, AI assist, and a unified operations layer — the broader case management context PNB doesn't yet provide arrives with CT Agency Suite.

What it looks like in practice

A few ways teams use this.

Coordinator picking up a new caseload

A new SC joins the agency and inherits a caseload from someone who left. They open PNB, see their assigned consumers, and for each one have the record in front of them — DDD ID, group home, plan dates, MT history, MH and SCS Checklist completion, contacts. By the end of day one they're caught up on history that used to take a week of reading email threads and shared drives.

Supervisor reviewing MT visit completion

Monday morning, supervisor opens the consumer list filtered by MT status. They see which MT visits happened last week and which uploads haven't come in yet (the color coding makes it obvious). They follow up with the SCs whose uploads are missing. The richer dashboard view of team workload arrives with CT Agency Suite; today the supervisor works from the consumer list.

Internal QA spot-check

QA does an internal spot-check of recent MT visits. They pull up a sample of consumers, see MT history with upload-vs-visit color coding, see MH/SCS Checklist completion. Missing uploads or late checklists are obvious. They follow up with the SC. (DDD audits are a separate process they run in their own systems — PNB isn't part of that workflow, and pretending it is would be misleading.)

Frequently asked

Questions support coordination teams ask before switching.

Is PNB a full case management system or focused on support coordination?

PNB is intentionally focused on the support coordination workflow — the consumer record, MT visits, MH/SCS Checklist completion, plans, billing, and EVV. That focus is what makes it good at what it does. The broader case management platform — with dashboards, assignable tasks, document management, AI assist, and the rest of the operations layer — is CT Agency Suite. Agencies that need the broader scope today should plan around the suite's launch.

What roles does PNB support?

Out of the box: Support Coordinator, Supervisor, Quality Assurance, Billing, and Administrator. Each role has tuned permissions controlling what records they can view, edit, and delete; what reports they can run; and what configuration they can change. Custom role variants are configurable per agency for specific organizational needs.

How does PNB handle consumers who move between coordinators or programs?

The consumer record persists across coordinator and program changes — full history is preserved. Reassigning a consumer to a new SC is a single action that updates the assignment without losing any prior visits, checklist completion, or notes.

Can PNB be set up the way our agency actually works?

Yes. The platform ships with the standard NJ DDD setup out of the box — the visit types, the checklist cadences, the role permissions agencies recognize. From there, we tune things to match how your team actually runs: which roles see what, how your supervisors review SC work, and the pieces of your day-to-day that have a way you've always done them.

How is PNB different from a generic CRM or generic case management tool?

Generic tools force support coordination work into a customer-or-case shape that doesn't fit. PNB is built around the consumer record, MT visit cadence, MH/SCS Checklist completion, and plan lifecycle that support coordination actually does. The biller has their own scoped view for SCPA. The screens, alerts, and language all reflect those distinctions. The result is fewer clicks per workflow and lower training overhead.

What's the path forward as CT Agency Suite launches?

When CT Agency Suite launches, PNB customers will migrate to it. This is a forced cutover — PNB will be retired in favor of the suite. The migration itself is fully supported: same data, same team, a planned transition with hands-on training. We work with each agency on timing and onboarding to make the move as smooth as possible, but the move itself is happening.

Case management built for support coordination.

30-minute walkthrough of PNB with someone who's actually onboarded SC agencies. We'll tailor the demo to your agency's caseload size and program mix.

Schedule a demo Back to PNB