Enquiry inbox & caseload
Novida gives support coordinators an enquiry inbox with SMS alerts to win new participants, plus caseload tools to manage existing ones — participant records, plan review dates, funded-hours tracking and notes — so the whole workflow lives in one place.
Coordination is really two jobs running at once — winning new participants and looking after the ones already on your books. Most coordinators juggle this across a phone, an inbox and a spreadsheet, which is exactly where things slip. Novida brings intake and caseload into a single dashboard so nothing falls between the cracks.
New enquiries arrive with SMS alerts and a respond-to-reveal flow, so you reach out while the participant is still deciding. Each one you accept moves straight onto your caseload, where a per-participant record holds your notes, their plan review date and the funded coordination hours used against the plan — no re-keying, no second system to keep in sync.
Plan-review reminders flag the reviews coming up so you can gather evidence early and protect a participant’s funding, while caseload status controls let your inbox reflect your real availability. When a participant needs a service, you can refer them straight to verified providers without leaving the platform.
What’s included
- Enquiry inbox with respond-to-reveal contact flow
- Instant SMS alerts on new enquiries (paid plans)
- Per-participant records with notes and full history
- Plan review dates with reminders for upcoming reviews
- Funded coordination hours tracked against the plan
- Caseload status control — accepting, waitlist or full
- Refer participants straight to verified providers
- Team caseload filtered by coordinator, with an owner per participant
Why it helps
Never miss an enquiry
Instant SMS alerts and a clean inbox mean you respond quickly while the participant is still deciding.
Plan-review reminders
See which participants have reviews coming up so you prepare evidence early and protect their funding.
Hours at a glance
Track funded coordination hours used against the plan so you manage capacity and avoid surprises.
Notes that stay with the participant
Keep contact notes and history on each participant’s record, so context is there when you need it.
Refer without leaving Novida
Connect participants to verified providers directly, so a need becomes a referral in a few clicks.
Frequently asked questions
Can I add notes per participant?
Yes. Each participant has their own record where you can add contact notes and build a running history, so the context stays with the person rather than scattered across emails.
How do referrals to providers work?
From a participant’s record you can refer them to verified providers on Novida and record the referral, so the need and the action live together on their file.
What counts as a review reminder window?
The caseload flags plan reviews due soon — by default the next 45 days — so you have time to gather evidence before the review date arrives.
Can I see how many hours remain?
Yes. Each participant shows funded coordination hours used against the plan, so you can read remaining capacity at a glance and avoid running short late in a plan.
Is participant data private?
Participant records are visible only to you, or on a team account to the assigned owner and others with access, so information stays within your practice.
Do enquiries come with SMS alerts?
Yes — new enquiries trigger an instant SMS so you can respond while the participant is still comparing coordinators.