Caseworkers (org-only)
How sponsor-org admins assign a specific staff member to own each beneficiary's case.
Last updated: May 14, 2026
Caseworkers are a sponsor-organisation feature only. They do not apply to individual sponsors. A caseworker is a member of your sponsor-org who is designated as the primary point of contact for a specific beneficiary.
What a caseworker is
When your organisation sponsors many beneficiaries, every notification (new booking, follow-up proposal, scope change, case-package approval) would normally fan out to every admin. That gets noisy fast.
Assigning a caseworker tells LeyApp "route everything about this sponsorship to this one person". Other admins still have access but only the caseworker gets the primary notification.
Why this matters
Without caseworkers, large orgs end up with admins ignoring notifications because there are too many of them, which leads to missed approvals and expired proposals.
Benefits
- Each beneficiary has a clearly identified human point of contact within your organisation.
- Notifications go to that person first — fan-out only happens if they don't act within the response window.
- Reporting can be sliced by caseworker so you can see workload distribution across your team.
Auto-assignment
When an org member sends the original sponsorship invitation, they are automatically set as the caseworker. So in most cases you don't have to assign anyone manually — it just happens. Reassignment is needed only when the original caseworker leaves, is overloaded, or the case gets handed off.
How to (re)assign a caseworker
Only **owners and admins** of the sponsor-org can change a caseworker. From **Dashboard → Sponsorships**:
Step-by-step
- Open the sponsorship row and click **Reassign caseworker**.
- Pick the org member who should take over. The list shows only active members of your org.
- Provide a short **reason** (5+ characters) — used for the audit log. Submit.
Reassignment vs. first assignment
**First assignment** (no caseworker yet) uses the assign action and does not require a reason. **Reassignment** (changing an existing caseworker) requires a written reason because it affects who gets paged at 3 AM.
Both actions write to `sponsorship_audit_log` and notify both the new caseworker and (on reassignment) the previous caseworker.
Reassignment requires a reason of at least 5 characters. The reason is visible to other org admins in the audit trail but not to the beneficiary or the lawyer.
What the caseworker receives
After assignment, the caseworker is the primary recipient of: new booking notifications, follow-up proposals, case-package proposals, scope-change requests, top-up requests, and refund notifications for this sponsorship.
Other org admins still see everything on the dashboard and can act, but they are not paged unless the caseworker is inactive or the proposal is about to expire.
Permissions and limits
Being a caseworker does not grant extra permissions — it is a notification routing flag, not a role. The caseworker still needs the appropriate org role (member, admin, owner) to approve proposals or change scope. If a member-level caseworker needs to approve a case package, an owner/admin still has to step in.