Carely

How it works

How a case moves, and who decides

One journey from the first enquiry to steady support, with the human decision points marked in amber. Nothing is handed off into a void, and every notification has a named owner and a clock.

Start the journey in the prototype

Prototype design · synthetic data only

The case journey

Nine stages. Aria does the groundwork in eight of them; a named human owns the decision in the one that matters most.

  1. 00

    Enquiry and registration

    Any channel, any hour. Acknowledgement in under one hour.

  2. 01

    Triage and duty

    Risk screen, tiering and routing. Urgent means immediate.

  3. 02

    Advice and prevention

    Resolved or stepped up — never a dead end.

  4. 03

    Assessment

    s.9, carer, OT, CHC and MCA/DoL routes, drafted as conversations.

  5. 04

    Eligibility decision

    A human decision, recorded with reasons and appealable.

    Human decision
  6. 05

    Care and support planning

    Co-produced plan, indicative budget and contingency.

  7. 06

    Brokerage and commissioning

    Transparent choices, provider matching, commitments recorded.

  8. 07

    Delivery and 24/7 monitoring

    Check-ins, early warnings, and a human responding to every alert.

  9. 08

    Review and closure

    s.27 reviews, outcomes measured, return route explained.

Master workflow diagram from enquiry and registration through triage, assessment, human eligibility decision, planning, brokerage, monitoring and review
The master workflow, including the escalation routes that bypass the normal queue.

Notifications

Twenty notification types, each with an owner and a clock

Most failures in care are not decisions made badly — they are hand-offs that nobody owned. Every notification below names the receiving team, the required timing, and the escalation route if nothing happens.

Notification types with receiving team, timing and escalation route
RefTriggerGoes toWhenIf nothing happens
N1New contact registeredDuty lead · case managementImmediateDuty manager after 1 working day
N2Urgent risk identifiedDuty lead · service managerImmediateOn-call manager after 30 minutes
N3Safeguarding concernSafeguarding lead / teamImmediateSafeguarding adults board, per policy
N4Assessment completedPractitioner caseload · case managementSame dayTeam manager after 2 working days
N5Financial assessment indicatedFinance (charging team)With assessmentFinance lead after 5 working days
N6Care package committedFinance · BIAt commitmentFinance lead, weekly review
N7Provider referralBrokerage · provider (consent-based)Same dayBrokerage after 2 working days
N8CHC or health joint needICB liaison · GP / community nursingSame dayICB liaison after 2 working days
N9Deprivation-of-liberty indicatorsDoLS / LPS teamImmediateDoLS manager, same day
N10IMCA or advocacy needAdvocacy service1 working dayPractice lead after 2 days
N11Complaint receivedComplaints team · service manager1 working dayComplaints lead after 2 days
N12Performance data eventBI · performanceDaily batchBI lead, weekly
N13Statutory return dataBI · DASS officePer cycleHead of BI at T-10 days
N14Market or capacity signalCommissioningMonthlyCommissioning lead, monthly
N15Hospital admission or dischargeHospital social work · discharge teamImmediateDischarge lead, same day
N16Housing need identifiedHousing partners2 working daysHousing lead, weekly
N17Transition (16–25)Children's services · transitions leadAt identificationTransitions lead, monthly
N18Carer crisisCarer services · duty leadImmediateDuty manager, same day
N19Model incident (AI output)Carely.care practice lead · PSWWithin 1 hourProgramme board, by severity
N20Provider failure or quality concernCommissioning · safeguarding if riskImmediateCommissioning lead, same day
Notification flow diagram showing triggers routing to teams with escalation paths
Triggers, owners and escalation routes at a glance.

Case states

Where a case can be, and what happens next

Every case sits in one of a small number of states. That single fact is what makes “where is my case?” answerable, and what makes a stalled case visible before it becomes a complaint.

Transitions are logged with the reason, the responsible team and the timescale — so the audit trail explains not only what happened, but why.

  • Enquiry received and acknowledged within the hour
  • Triage complete, with risk screen and tier
  • Assessment conversation complete and drafted
  • Eligibility decision recorded by a human, with reasons
  • Plan agreed, budget indicated, contingency named
  • Support in place and monitored around the clock
  • Review due, or case closed with a route back in
State diagram of the care case lifecycle, including advice-only, urgent, safeguarding and review paths
The case-state model, including the routes that leave and re-enter the standard journey.

Want to see this mapped onto your own pathways?

We will bring the workflow to a session with your duty, assessment and commissioning leads — and map it honestly against what you already run.

Book a working session