When you are configuring your NookCRM for first use, you will need to decide the Steps in your Case Journey workflow, add any associated Tasks , and of course set the Questions you want to be asking your clients / gathering for your reporting.
Downloadable configuration template
If you’re setting up your own Nook configuration, we’ve created a handy template with placeholder Steps and Questions for you. Feel free to make a copy / download it and complete it in Excel. We recommend doing this step with your teams, to agree the main stages in your organisation’s workflow with your clients.
https://docs.google.com/spreadsheets/d/1Lnxr-qFEpesc_Q-doAc6vpS2GzewqTW_AXG3oIjplTA/edit?usp=sharing.
Example setup
Below is a real example of the Case Journey and Questions used by a small community organisation already on Nook. You may use this as inspiration for your configuration of Nook.
You’ll note that the setup us quite light, with fewer Steps and Tasks (only one max per Step). This is good practice, to keep the initial setup simple and to avoid overwhelming your team.
An example Case Journey
This is configured in Settings > Case Journey
| Steps | Waiting List* | Initial Contact | Follow up Contact | Home Visit | Case Closed |
| Tasks | Eligibility Assessment | Telephone call | Home visit | – |
* The Waiting List is a system default Step.
A screenshot of the Settings > Case Journey screen, showing a Case Journey with 5 Steps and some associated Tasks.
Example Questions
Below are the custom questions this organisation uses. All of them are set at a Case level. They don’t have any Task level custom questions.
Feel free to use these as inspiration for your own Questions.
Section 1: Cases
- Does the client/patient require translation/interpretation services? (dropdown select)
- Yes
- No
- If yes, please state which language (Free text field)
- Does your client belong to one of the following priority groups? (Checkboxes)
- Carer
- Disabled
- Expectant parent
- Family with a disabled child
- Family with a child under 5
- Long-term illness
- Over 65 years old
- Unemployed
- Not stated
- Does the client’s health issues fall within any of the following categories (Checkboxes)
- Multiple Impairments
- Dementia
- Arthritis
- Cancer
- Asthma
- COPD
- Autism
- Learning disability
- Anxiety
- Depression
- Physical Disability
- Diabetes
- Heart Problems
- Kidney Disease (Kidney Dialysis)
- Terminal Diagnosis
- Other
- Income (Dropdown select)
- £0 – £8,000
- £8,000 – £12,000
- £12,001 – £16,000
- £16,001 – £20,000
- Over £20,000
- Employment Status (checkboxes)
- Employed (full time)
- Employed (part time)
- Self-employed
- Unemployed
- Retired / Semi-retired
- Student
- Carer
- Other
- Ethnicity (where available) (Dropdown select)
- Asian or Asian British
- Black
- Black British
- Caribbean or African
- Mixed or Multiple Ethnic Groups
- White
- Other Ethnic Groups
- Energy casework (Dropdown select)
- Yes
- Benefit check (Dropdown select)
- Yes
- Benefit claim support (Dropdown select)
- Yes
- Carbon monoxide safety conversation (Checkbox)
- Yes
- Carbon Monoxide alarm given (Dropdown select:)
- Yes
- Priority Services Register conversation / sign post (Dropdown select)
- Yes
- Priority Services Register support with sign ups (Dropdown select)
- Yes
- Financial gains (confirmed) from Benefit Entitlement Checks (Multi-line text field (free text))
- Financial gains (unconfirmed) from Benefit Entitlement Checks (Multi-line text field (free text)
- Value (£) of other Financial outcomes (Numeric field)
- Can a message be left on client’s phone number (Radio buttons:)
- Yes
- No
Section 2: Property
- Property type (dropdown)
- Flat
- Mid Terrace house
- End terrace house
- Semi detached house
- Detached house
- Bungalow
- Maisonette
- Other
- Unknown
- Tenure type (dropdown)
- Private tenant
- Council tenant
- Housing association tenant
- Owner occupied, leasehold
- Onwer occupied, freehold
- Landlord
- Other
- Unknown
- EPC Rating (dropdown)
- Rating A = 92-100 SAP points (Green)
- Rating B = 81-91 SAP points (Green)
- Rating C = 69-80 SAP Points (Green)
- Rating D = 55-68 SAP Points (Yellow)
- Rating E = 39-54 SAP Points (Amber)
- Rating F = 21-38 SAP Points (Orange)
- Rating G = 1-20 SAP Points (Red)
- None available
- Does not apply
- Construction (dropdown)
- Cavity Wall
- Solid Brick Walls
- Timber Framed
- System Built
- Other
- Number of bedrooms (number / free text input)
- Is there evidence of damp/mould? (checkboxes)
- Yes
- No
- Where is Damp/Mould present? (checkboxes)
- Bedroom
- Bathroom
- Kitchen
- Living Room
- Windows
- Conservatory
- Loft/Basement
- Other
- Rooms with Extraction fans present? (checkboxes)
- Kitchen
- Bathroom
- Other
- Are you struggling to pay your energy bills? (dropdown)
- Always
- Almost always
- Sometimes
- Almost Never
- Never
- Is the temperature comfortable at home? (dropdown)
- Always
- Almost always
- Sometimes
- Almost Never
- Never
Section 3: Advice/Signposting
- Advice given to improve home (checkboxes)
- Open Windows daily
- Open Trickle vents
- Use extractor fans
- Put lids on pots when cooking
- Use radiator foils
- Tuck in curtains
- Lower TRVs in rooms not in use
- Use LED lightbulbs
- Stop drying clothes on radiators
- Have you signposted for debt advice? (dropdown)
- Yes
- Has the client been referred for Energy Measures/Support? (checkboxes)
- Better Housing Better Health
- Eco Birmingham
- Household Support Fund
- LEAP
- Age UK
- Disability Resource Centre
- Salvation Army
- Other
- Has the client been referred for a gas service/safety check (checkbox)
- Yes
- Has the client been referred for further benefits/employment advice? (checkboxes)
- Disability Resource Centre
- Age UK
- Salvation Army
- Has the client been referred for PIP/Limited Capacity to Work application support? (dropdown)
- Salvation Army
- HFHC
- Other
Section 4: Consent
- Do you consent to us keeping your information to contact you in the future if we have a solution to one of the problems you are facing? (dropdown)
- Yes
- No