CPO Walkthrough · Case Management

Board URL — where the ▸ buttons go

Leave as-is if you're on the live site. Presenting from a downloaded copy? Paste https://nycid-data.netlify.app/cm-case-manager-dashboard.html and hit Apply — it's remembered.

The one-sentence version

NYCID runs case management across a dozen programs and has no single record of what a case manager actually did — so nothing rolls up, nothing is comparable, and nobody can answer "is this youth being served?" This is that record, built on our own live data, with a template per program so every department reports the same way.

⚠ Read this before you present

Real: the 727-youth caseload, the 28 case managers, the 6 sites, the Staff Master reconciliation, the program templates, and every calculation on the screen. All of it comes from the 2/26/26 encounter export and cm-staff-master.html.

Not real: the touchpoints themselves. Tick Demo activity and the board fills with synthetic activity so the CPO can see a working dashboard — youth surnames are masked to initials while it's on, and every note is stamped [DEMO]. I did not invent case notes about real children. Untick it and you see the truth: an empty board, because nobody is logging yet.

Say this out loud at stop 2. If the CPO thinks the activity is real, the whole demo is a lie and the first question in week two will burn you.

The data on the table

727

Youth

Case managers

Sites

CMs reconciled

CMs unresolved

Youth unattributable

393

K–8 · guardian consent

The walkthrough

Open on the problem, not the product~60s

Don't open the app yet. Ask her one question and let it land.

"Pick any one of our 727 Community School youth. Tell me the last time somebody from NYCID talked to them, what it was about, and whether it got resolved. Right now I can't answer that for a single one of them — and neither can any director in this building."

That's the whole pitch. Everything after is just showing the answer.

The board — red first~2m

Opens on Jasmine James, LEHMAN, 45 youth with demo activity on. Say the honesty line here.

"This activity is synthetic so you can see it working — the names are masked and every note says DEMO. What's real is the caseload, the people, and the math. Here's what a case manager sees Monday morning."

Point at the banner: 12 never contacted · 9 past cadence · 4 due soon. Then the cards. Red sorts to the top automatically — never-contacted first, then open crisis, then longest overdue. Nobody decides who to call. The board already decided.

Scroll once. Let her see green at the bottom. Then stop talking.

▸ Open stop 2

Give the case manager something to chase~2m

This is the stop that wins a CPO, because it's about her staff, not her data.

"Every case manager sees this. Weekly goal. Coverage. A streak. And — this is the one that actually moves people — where they rank against the other case managers at their own site. Jasmine is at 73%, ten points under the LEHMAN average, #4 of 6. She knows. Nobody had to tell her."

Tiers: 🌱 Getting started → 🔧 Building → ⚡ Steady → 🔥 Strong → 🏆 Gold standard. Jasmine is ⚡ Steady, two points from levelling up.

If she pushes back on gamifying case work — and she might — the honest answer: it's the same numbers her director already judges them on, shown to them first, before it becomes a performance conversation. Nothing here is hidden from the person being measured.

▸ Open stop 3

Today's outreach — turn the board into a call list~90s

"The red cards become the call list. Longest-overdue at the top. She logs the call in one tap, the card goes green, and it's gone from tomorrow's list. That's the whole workflow — no separate spreadsheet, no end-of-month scramble."

Hit 📞 Log call on the top row live. Type anything. Watch the queue shrink and the weekly-goal ring move. Do this in front of her — it's five seconds and it makes the thing real.

▸ Open stop 4

The NYCID app — and why it's locked~2m

Open any card, scroll to 💜 NYCID app — direct message. It will be locked. That's the point.

"Youth download the NYCID app and we can message them directly — check in, send updates. But nobody gets messaged because we decided to. The youth opts in from their own phone, and we need a guardian signature on file. Both. Or the box is greyed out — not styled grey, actually disabled."

Then switch to a PS 16 card. Every one carries a K–8 guardian-consent pill — 393 of our 727 youth are in elementary or middle school. At those sites consent isn't a judgment call, it's automatic.

Closer: every app message is also logged as a touchpoint the director can see. No private channel between staff and kids. Say that part clearly — it's the question she's going to ask anyway.

▸ Open stop 5 (PS 16 · K–8)

One template per program~90s

"Community School is the baseline because that's the data we have. But a Concord LTW advocate doesn't do the same job — internship placement is their outcome, and their cadence is 14 days, not 30. So each program gets a template: its own touchpoints, its own cadence, its own roll-up metrics. Same engine, same reporting spine."

Flip the Program template dropdown to YABC in front of her — the touchpoint buttons in the drawer change. Concord · YABC · Olympus are built and staffed from Staff Master.

Then land it: "Every other program plugs in the same way. This is the shape."

▸ Open stop 6

What the data already told us~2m

Finish here, not on features. The system found real problems before anyone logged a thing.

▸ Open stop 7

Three findings — say these out loud

95 youth can't be attributed to anyone on payroll

Six mentors in the encounter file — Ada Tucker, Isiah Williams, Kathryn, Mimi, Jennifer V, Jones/Chris — don't match any of the 422 records in Staff Master. Some are first names only. Their work cannot roll up to a program, a grant, or a director. That's 13% of the Community School caseload invisible to reporting.

Automated name-matching would have made it worse

Fuzzy matching paired "Kareem Davies" → "Karen Davis" — a different person. If we'd trusted the algorithm, 27 youth would have been silently attributed to the wrong staff member and the wrong program budget. The system flags it for a human instead of guessing. That's a design choice, and it's the right one.

Two case managers are at a site their payroll record doesn't know about

Belinda Ahrens and Ted Salvador serve 61 youth at PS 10 in the encounter file, but Staff Master has them allocated to OCS-PS16. Either the roster is wrong or the labor allocation is wrong. Somebody's grant is being charged for work happening somewhere else. Nobody knew until we joined the two files.

What I need from her

1 · Name the nine unresolved mentors

Ten minutes with whoever manages the Community School roster clears all 95 youth. I need a name to ask.

2 · Rule on consent

I've defaulted to guardian signature required for everyone, because we don't have dates of birth. That's the safe call, but it locks messaging for all 727. Does she want a DOB feed so 18+ youth can self-consent — or do we stay locked? This is a policy decision, not a technical one.

3 · Confirm PS 10 vs PS 16

Roster wrong or allocation wrong? Fiscal needs to know either way.

4 · Pick the second program

Concord, YABC, Olympus are scaffolded. Which one goes live after Community School — and who owns the roll-up?

If she asks

Question	Answer
"Is this live?"	The app is built and deployed. Writes are held behind a Firestore permissions change that takes one deploy — the amber chip top-right says so honestly rather than pretending. not deployed
"Who built this?"	In-house. No vendor, no licence, no procurement. Same stack as the SYEP suite already running.
"What does it cost?"	Firestore reads/writes on the existing project. There is no new line item.
"Can directors see case notes?"	Yes — that's the point. Notes marked confidential are director-and-above. Nothing is invisible to supervision.
"What if a case manager games the numbers?"	Every touchpoint carries a note, a duration, and an outcome. Volume without substance is visible in the log, and the log is what the director reads. Don't oversell this — it's a real risk and the honest answer is supervision, not software.
"Why isn't the touchpoint data real?"	Because nobody's logging yet — that's the gap we're closing. And I wasn't going to fabricate crisis notes against 727 named children to make a slide look good.

Don't do these

· Don't leave demo mode on when you hand it to anyone. Untick it before you walk out.

· Don't promise the app messaging ships next week. It's built and gated; consent policy and the rules deploy come first.

· Don't lead with the tech. She's a Chief Program Officer — lead with the 95 invisible kids.

· Don't answer "how long?" with a number you haven't checked. Rules deploy is one round; the roster clean-up is on her side, not yours.