Constituent casework

A resident telling an office about a flooding basement is not the same as a resident telling a canvasser who they will vote for. The first is a private request for help; the second is campaign intelligence. DoorLine keeps them in different rooms. Constituent casework lives at its own address, with its own navigation, and nobody sees it by virtue of being a campaign admin or a volunteer.

• The campaign owner turns casework on and names one casework lead (Settings → Mode, Organizing mode only). Naming a lead is the owner’s whole job here; the owner gets no access from being owner.
• The lead decides who else is in, from Casework → Staff & categories. They can give access to anyone already on the campaign, or add a new person by phone number. New people arrive as office staff only: they see casework, not the admin console.
• Office staff see every case and every resident, can open and work cases, and can export. Only the lead can delete a case or edit categories.
• Everyone else, including campaign admins and canvassers, sees nothing. The link does not appear in their nav and the pages redirect if typed in.

Access changes are written to an audit log, and the lead is texted when the owner changes who the lead is.

• New: logged, nobody has acted.
• In progress: your office is working on it.
• Waiting on city: sent to staff or a ticket is open; you are waiting to hear back.
• Referred to 311: you pointed the resident to the service portal and are not tracking further.
• Resolved: done, and the resident has been told.
• Closed: closed without a fix (duplicate, withdrawn, out of scope).

The first three count as open. An open case with no activity for the campaign’s threshold (default 14 days, set by the owner) is overdue and shows in red on the overview and the Monday digest.

Residents is everyone your office has dealt with, with their cases. A resident’s page shows contact details, notes (accessibility, language, best times), their case list, and, if the address is in the ward file, what the campaign heard at that door. The House page does the same for an address: every resident on file there, every case, and the door history.

Map plots every case tied to a ward-file address, coloured by status, numbered by case, with a red ring on anything overdue. Toggle statuses and pick a category to see where a kind of problem clusters. Tap a pin for the title and a link to the case.

Every Monday morning, office staff who have it on get one message: overdue cases, follow-ups past their date, and anything waiting on the city for a week or more, each with a link. It goes by email when there is an email on the profile, otherwise as a short text. Turn it off from the checkbox on the casework overview.

Ontario privacy orders have generally treated a councillor’s constituency files as the councillor’s own records, not the municipality’s. City correspondence is a different matter. DoorLine’s design follows that line:

• Store the 311 or service ticket number. Keep the city’s emails in the city’s system; do not paste them into notes.
• Write notes the resident could read. Keep opinions about staff or other residents out.
• If you are unsure what counts as a municipal record in your city, ask your clerk. This guide is a design note, not legal advice.

Export CSV in the casework nav downloads every case with its resident, category, assignee, dates, ticket number, and description. It is available to office staff only and is separate from the campaign’s Data & export, which never includes casework.