Every piece of casework in Mosaic is organised as a series of steps. A step represents a unit of work, such as an initial contact, an assessment, or a review — that is assigned to a worker or team. Steps link together to form a workflow, guiding casework from start to finish.
Key concepts
Steps
A step is a single task or stage in a workflow. Each step:
Is linked to a person (or sometimes a group of people or an organisation).
Has a status that tracks its progress.
Is assigned to a worker or team.
Can contain activities such as forms, schedules, or care packages.
Activities
Activities are the units of work within a step. There are three main types:
Activity type | Description |
Form | A data entry form that needs to be completed. |
Schedule | A scheduled appointment or event. |
Care package | A care package linked to the step. |
Some activities are mandatory and are loaded automatically when the step is created. Other activities are optional and can be added by the worker as needed.
Next actions
When you complete a step, you select one or more **next actions**. A next action is a transition that creates a new step — for example, moving from "Initial Contact" to "Assessment". Next actions determine what happens next in the workflow and who the new step is assigned to.
Step statuses
Each step moves through a set of statuses as work progresses:
Status | Meaning |
Incoming | The step has been created but work has not started. |
In progress | The step is currently being worked on. |
Completed | The step has been finished. |
Reopened | A completed step that has been reopened for further work. |
📌 Note: The actions available to you on a step (such as editing, completing, or reopening) depend on the step's current status and your permissions.
Who a step can be assigned to
Steps can be assigned to:
An individual worker.
A team.
When a next action creates a new step, the assignment is determined by the next action configuration. The new step may be assigned to a specific worker, a team, or left for the completing worker to choose.
What a step can be linked to
A step can be initiated for different types of subject:
Subject type | Description |
Single person | The most common scenario — the step relates to one person. |
Multiple people | A group step that covers several people at once. |
Organisation | The step relates to an organisation rather than a person. |
No subject | Some step types allow creation without a linked person or organisation. |
📌 Note: Most steps are linked to a single person. Group steps and organisation steps are used in specific workflows.