Intelligent case management and rota system

September 28, 2026

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Case study: CRM & case management

Intelligent case management and rota system for The Appropriate Adult Service

How Target Integration built a secure, bespoke platform that helps TAAS respond faster, stay compliant and support more vulnerable people in police custody with the same team.

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About the client

Established in 2001, The Appropriate Adult Service (TAAS) is the largest single provider of Appropriate Adult services in the country. Its role is to safeguard the rights and welfare of vulnerable people in police custody, including young people and adults with mental health needs.

An Appropriate Adult supports and advises the individual while they are in custody and helps them communicate with the police. Every request is time-critical and subject to strict statutory and contractual requirements.

The challenge

TAAS needed to coordinate a large network of volunteers across multiple police stations and contracts, often at short notice. Its existing processes created real pressure:

  • Manual coordination: matching available volunteers to urgent requests was time-consuming
  • Slow response times: delays put statutory response targets at risk
  • Complex compliance: each contract had its own requirements and reporting obligations
  • Sensitive data: information about vulnerable individuals needed the highest level of security and accountability

The solution

Target Integration designed and developed a bespoke Case Management and Rota System built on the Laravel framework, chosen for its flexibility and scalability. The platform brings bookings, volunteers, referrals and reporting into one secure system.

Intelligent volunteer matchingA real-time rota matches volunteers by availability, location and skills.
Dynamic case workflowsEach case type follows the right process and level of support.
Security and complianceEncryption, role-based access and full audit trails protect sensitive data.
Flexible form builderStaff create and update digital referral forms without developer support.
Reporting and monitoringDetailed data to evidence contract delivery and service performance.
Automated data archivingScheduled archiving keeps the live system fast, with a safety window before permanent deletion.

The outcome

  • Faster response times, improving compliance with statutory targets
  • Significant time savings on day-to-day administration
  • 100% compliance with contract and legal requirements
  • Higher volunteer satisfaction through simpler, mobile-friendly booking
  • Capacity to handle more cases with the same staff
  • Lower ongoing development costs, as staff can adapt forms themselves

Where else this approach works

The same combination of case management, rota scheduling and secure data handling applies wherever people, cases and compliance meet.

HealthcareCommunity health visits, crisis response teams, referrals and care pathways.
Social servicesFamily support, safeguarding, adult social care and youth services.
Local authoritiesHomelessness outreach, housing casework and multi-agency coordination.
Emergency responseRapid deployment by skills and location, plus inter-agency coordination.
Legal and justiceCourt support, pro bono matching and interpreter scheduling.
Charity and educationVolunteer rotas, befriending, tutoring and SEN interventions.

Why this matters for public sector organisations

Public services increasingly rely on coordinating staff, volunteers and partners around time-critical, sensitive cases. Manual rotas, spreadsheets and email make that slower, riskier and harder to evidence.

This project shows how Target Integration builds secure, compliant case management systems that speed up response and free teams to focus on the people they support, available through established public sector procurement frameworks.

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