Our highest recommendation for proactively reducing case duplication within your network is to train all agents to search for the client before adding a new case. Searching first can reduce confusion and save hours spent with de-deduplication.
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​TIP: If your clients return frequently, consider implementing ID cards or try out our most recent barcode scanning feature: third-party barcodes to use their driver's license as their ID Card.
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The system does its best to proactively prevent duplicate cases from being entered if a client already exists in the database. When adding a case, the system cross-references on a combination of Name, Date of Birth, Street Address, and Social Security Number (if you have SSNs enabled).

For example, if you attempt to add a new case that shares any or all of those Case details, a prompt will appear (shown below). You can then preview existing Cases in the database, from a new tab, by clicking on the Case name or the button "View Existing Case".

After previewing any cases, close the newly opened tab to return to the list of possible matches. If you've identified that the client you want to add matches an existing case, click the "Use This Case" button on that case.

There is also an option to "Ignore Possible Duplication and Add New Case" for unique situations where there is a coincidence and the case you are adding matches closely but not exactly to an existing case. (Using this option will flag this case for duplication review by the agency and network administrators.)

You can individually merge (or flag) cases if you've found two or more identical cases in the network.

As clients perform Kiosk Mode intake, a case for them may already exist in the network. With this new setting, each agency can enable the system to automatically merge the Kiosk entry with the client's pre-existing case.

Automatic merging will only occur if the duplicate falls into these three segments:

If the duplicate does not fall into the categories above, the case will be added to the network and appear in the [Duplicate Cases] tab for review.

In the past, only network administrators could review/manage duplicate cases. In September 2022, we released new functionality allowing network and agency administrators to collaborate to manage case duplication.

Under the blue [My Agency] tab, agency administrators will see a new tab labeled "Duplicate Cases". Within this tab, they will see a list of all potential duplicate cases within their agency only.

Using a powerful set of filters, agency administrators can optionally narrow down a long list of potential matches by:

Within the list, they can then Merge cases or mark any that are not true matches as Not a Duplicate.

Under the red [Admin] tab, network administrators will see a tab labeled "Duplicate Cases". Within this tab, they will see a list of all potential duplicate cases within the entire network.

Released in 2022, network admins will now see a new set of powerful filters. These filters are designed to help narrow down a long list of potential matches by:

Within the list, they can then Merge cases or mark any that are not true matches as Not a Duplicate.

Duplicate management has never been easier in CharityTracker and Oasis Insight! If you run into any issues or have any questions, reach out. We're here to help!