Skip to content
Prototype · fictional data & simulated workflows · not a live crisis service
Covenant House doveCovCareSeen. Heard. Helped.
Youth home ↗

CovCare V6.0 / Enterprise reference

Triage and Route Incoming Support Requests

Public documentation and fictional practice now; separately reviewed central operational boundary in future.

Proposed design, not organizational approval or operational evidence. Public fictional demonstrations only; no sensitive information, live submissions or authority changes.

Use Case Library

UC-CENT-001 · V6.0 · Proposed

Triage and Route Incoming Support Requests

Role tour ↗Module guide ↗Stories & tests ↗Traceability ↗
Version
6.0
Status
Proposed
Priority
High
Role Id
central-coordinator
Primary Actor
CovCare Central Coordinator
Module Id
central
Capability Id
CAP-COORD
Objective Id
OBJ-02
Owner
Central program owner (proposed)
Boundary
Public documentation and fictional practice now; separately reviewed central operational boundary in future.
Goal
Triage and Route Incoming Support Requests while maintaining choice, purpose limitation and accountable human review.
Value
No demo notification establishes real receipt.
Trigger
Receive a minimal support expression.
Scope
The stated participant task only; no unrelated records, new authority or automatic operational activation.
Assumptions
  • Covenant House validates program fit, ownership and relevant policies.
  • Required provider, staffing and data-quality evidence is established before operation.
Supporting Actors
  • Central program owner
  • Young person
  • Governance and safeguarding reviewer
Preconditions
  • Verified provisioned identity, current MFA, organization/site/project and assignment scope.
  • Current voluntary consent for the selected goal; private reflections excluded.
  • Required organizational and human approval for operational behavior; absent in this public specification.
  • Operational services, recovery readiness and separately approved testing remain dependencies.
Alternatives
  • Id
    UC-CENT-001-ALT-01
    At
    3
    Condition
    The participant chooses a different suitable option.
    Path
    Return to check completeness and safe urgency, check scope and consent again, and document the revised purpose; do not duplicate evidence.
  • Id
    UC-CENT-001-ALT-02
    At
    6
    Condition
    An eligible alternative channel or resource is reviewed.
    Path
    Reassess the central provider and required human approval; continue only with minimum authorized information. Public exploration may continue without an account.
Exceptions
  • Id
    UC-CENT-001-EX-01
    Condition
    Authorization denied, expired or revoked.
    Response
    Stop the restricted step and provide no record readback; review access through qualified authority, never public self-selection.
  • Id
    UC-CENT-001-EX-02
    Condition
    Missing information, conflicting evidence or unavailable service.
    Response
    Hold the relevant state for human review. Do not fabricate capacity, receipt, attendance, outcomes or successful submission.
  • Id
    UC-CENT-001-EX-03
    Condition
    Consent withdrawn or a safeguarding issue raised.
    Response
    Stop optional disclosure; qualified humans apply the reviewed lawful safeguarding policy. The prototype sends no escalation.
Postconditions
Success
No demo notification establishes real receipt.
Failure
No unauthorized disclosure, authority grant or claimed fulfillment; public practice remains temporary and operational tasks remain blocked.
Rule Ids
Data
  • Field
    Selected goal and approved barrier
    Validation
    Nonempty relevant reference; no unrelated personal history.
    Owner
    Young person
    Sensitivity
    Restricted in future operation; fictional only in public practice.
    Sharing
    Explicit purpose and authorized recipient only; never private reflections.
    Audit
    Future scoped actor, decision, purpose and evidence reference; do not log secrets.
    Retention
    Organizational retention and deletion period not approved.
    Consent
    Current explicit youth consent where selected goal context is involved; otherwise lawful task-specific processing basis requires policy review. No blanket consent assumed.
  • Field
    Decision or verification evidence reference
    Validation
    Provenance, authorized reviewer and current scope; missing evidence remains unverified.
    Owner
    Central program owner
    Sensitivity
    Restricted operational evidence; none read by the catalog.
    Sharing
    Authorized reviewer only; aggregate public explanation has no personal identifiers.
    Audit
    Future atomic decision and change audit where operational approval is required.
    Retention
    Policy-specific review and appeal requirements unresolved.
    Consent
    Purpose-limited review under approved evidence policy; contributor recognition requires a separate optional choice.
Nfr
  • Id
    NFR-SEC
    Requirement
    Deny unauthorized access server-side; never widen youth owner-only policies.
  • Id
    NFR-PRIV
    Requirement
    Minimize information, separate private reflections and constrain recipient purpose.
  • Id
    NFR-A11Y
    Requirement
    Target WCAG 2.2 AA, labeled keyboard/touch controls; professional review outstanding.
  • Id
    NFR-LOC
    Requirement
    Five youth languages; executive English and machine-assisted translations require review.
  • Id
    NFR-REL
    Requirement
    Failure must not confirm a write or restore expired local content; operational reliability and availability targets unapproved.
  • Id
    NFR-PERF
    Requirement
    Measure agreed task response and availability targets during an approved pilot; no unapproved SLA.
Dependencies
  • Verified CHI ownership and safeguarding/privacy review
  • Data classification, backup and tested recovery evidence
  • Approved central service and scoped operational test plan
  • Related module: central; proposed business owner: Central program owner (proposed)
Milestone Id
MS-06
Assessment
Proposed
All formal operational sequences are proposed, not organizationally approved.
Frontend
Existing public central views and tours explain the concept only.
Backend
No new operational behavior is verified by this catalog.
Simulated
Fictional local practice and storyboard navigation never confer authority.
Blocked
Account activation, staff coordination, payments and assignments need separate approvals.
Unknown
Positive authenticated lifecycle, provider delivery and cross-account privacy remain unverified.
System Boundary
Public documentation and fictional practice now; separately reviewed central operational boundary in future.
Strategic Alignment
Objective Id
OBJ-02
Statement
Proposed youth-centered planning and accountable coordination; formal CHI alignment is not established.

Main success scenario · proposed

  1. 1. Confirm purpose-limited entry for Triage and Route Incoming Support Requests

    Number
    1
    Actor
    CovCare Central Coordinator
    Action
    Confirm purpose-limited entry for Triage and Route Incoming Support Requests
    Response
    Check the task-specific identity, organizational/site/project scope and relevant assigned permission before restricted information is shown. Public storyboard remains read-only.
    Validation
    Verified provisioned identity, current MFA, organization/site/project and assignment scope.
    Information
    Verified scope references only; no restricted record returned by this public catalog.
    State
    UC-CENT-001-ENTRY: scope review required
    Responsibility
    CovCare Central Coordinator
    Authorization Boundary
    Verified provisioned identity, current MFA, organization/site/project and assignment scope.
    Next State
    UC-CENT-001-S01: receive a minimal support expression reviewed

  2. 2. Receive a minimal support expression.

    Number
    2
    Actor
    CovCare Central Coordinator
    Action
    Receive a minimal support expression.
    Response
    Require approved request source and consent.
    Validation
    Before 'Receive a minimal support expression.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Information
    Task-specific selected goal and approved barrier for this decision: Receive a minimal support expression. Only necessary context; private reflections and unrelated identities excluded.
    State
    UC-CENT-001-S01: receive a minimal support expression reviewed
    Responsibility
    CovCare Central Coordinator
    Authorization Boundary
    Before 'Receive a minimal support expression.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Next State
    UC-CENT-001-S02: check completeness and safe urgency reviewed

  3. 3. Check completeness and safe urgency.

    Number
    3
    Actor
    CovCare Central Coordinator
    Action
    Check completeness and safe urgency.
    Response
    Do not collect full histories for triage.
    Validation
    Before 'Check completeness and safe urgency.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Information
    Task-specific selected goal and approved barrier for this decision: Check completeness and safe urgency. Only necessary context; private reflections and unrelated identities excluded.
    State
    UC-CENT-001-S02: check completeness and safe urgency reviewed
    Responsibility
    CovCare Central Coordinator
    Authorization Boundary
    Before 'Check completeness and safe urgency.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Next State
    UC-CENT-001-S03: apply human-led safeguarding triage reviewed

  4. 4. Apply human-led safeguarding triage.

    Number
    4
    Actor
    CovCare Central Coordinator
    Action
    Apply human-led safeguarding triage.
    Response
    AI cannot decide clinical or protection actions.
    Validation
    Before 'Apply human-led safeguarding triage.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Information
    Task-specific selected goal and approved barrier for this decision: Apply human-led safeguarding triage. Only necessary context; private reflections and unrelated identities excluded.
    State
    UC-CENT-001-S03: apply human-led safeguarding triage reviewed
    Responsibility
    CovCare Central Coordinator
    Authorization Boundary
    Before 'Apply human-led safeguarding triage.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Next State
    UC-CENT-001-S04: select the appropriate team reviewed

  5. 5. Select the appropriate team.

    Number
    5
    Actor
    CovCare Central Coordinator
    Action
    Select the appropriate team.
    Response
    Check service readiness and scope.
    Validation
    Before 'Select the appropriate team.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Information
    Task-specific selected goal and approved barrier for this decision: Select the appropriate team. Only necessary context; private reflections and unrelated identities excluded.
    State
    UC-CENT-001-S04: select the appropriate team reviewed
    Responsibility
    CovCare Central Coordinator
    Authorization Boundary
    Before 'Select the appropriate team.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Next State
    UC-CENT-001-S05: validate the intended navigator reviewed

  6. 6. Validate the intended navigator.

    Number
    6
    Actor
    CovCare Central Coordinator
    Action
    Validate the intended navigator.
    Response
    Require verified account, site scope and assignment eligibility.
    Validation
    Before 'Validate the intended navigator.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Information
    Task-specific selected goal and approved barrier for this decision: Validate the intended navigator. Only necessary context; private reflections and unrelated identities excluded.
    State
    UC-CENT-001-S05: validate the intended navigator reviewed
    Responsibility
    CovCare Central Coordinator
    Authorization Boundary
    Before 'Validate the intended navigator.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Next State
    UC-CENT-001-S06: obtain routing approval where required reviewed

  7. 7. Obtain routing approval where required.

    Number
    7
    Actor
    CovCare Central Coordinator
    Action
    Obtain routing approval where required.
    Response
    Keep denied requests out of unrelated queues.
    Validation
    Before 'Obtain routing approval where required.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Information
    Task-specific selected goal and approved barrier for this decision: Obtain routing approval where required. Only necessary context; private reflections and unrelated identities excluded.
    State
    UC-CENT-001-S06: obtain routing approval where required reviewed
    Responsibility
    CovCare Central Coordinator
    Authorization Boundary
    Before 'Obtain routing approval where required.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Next State
    UC-CENT-001-S07: prepare the purpose-limited handoff reviewed

  8. 8. Prepare the purpose-limited handoff.

    Number
    8
    Actor
    CovCare Central Coordinator
    Action
    Prepare the purpose-limited handoff.
    Response
    Share only approved task context.
    Validation
    Before 'Prepare the purpose-limited handoff.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Information
    Task-specific selected goal and approved barrier for this decision: Prepare the purpose-limited handoff. Only necessary context; private reflections and unrelated identities excluded.
    State
    UC-CENT-001-S07: prepare the purpose-limited handoff reviewed
    Responsibility
    CovCare Central Coordinator
    Authorization Boundary
    Before 'Prepare the purpose-limited handoff.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Next State
    UC-CENT-001-S08: confirm accountable acknowledgement reviewed

  9. 9. Confirm accountable acknowledgement.

    Number
    9
    Actor
    CovCare Central Coordinator
    Action
    Confirm accountable acknowledgement.
    Response
    No demo notification establishes real receipt.
    Validation
    Before 'Confirm accountable acknowledgement.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Information
    Task-specific selected goal and approved barrier for this decision: Confirm accountable acknowledgement. Only necessary context; private reflections and unrelated identities excluded.
    State
    UC-CENT-001-S08: confirm accountable acknowledgement reviewed
    Responsibility
    CovCare Central Coordinator
    Authorization Boundary
    Before 'Confirm accountable acknowledgement.', validate the stated task scope, selected goal and approved barrier and the current authorized reviewer and assignment. Missing evidence pauses this step; the public catalog performs no operation.
    Next State
    UC-CENT-001-REVIEW: outcome remains proposed until approved operational evidence exists

  10. 10. Review the final evidence and continuing eligibility for Triage and Route Incoming Support Requests

    Number
    10
    Actor
    Central program owner (proposed)
    Action
    Review the final evidence and continuing eligibility for Triage and Route Incoming Support Requests
    Response
    Separate the proposed outcome from verified delivery; preserve only permitted review evidence and apply policy-approved retention or revocation. No public record mutation.
    Validation
    Qualified independent review where required, current authority and approved evidence/retention policy.
    Information
    Minimum outcome and reviewer reference; no private reflections or public identities.
    State
    UC-CENT-001-REVIEW: outcome remains proposed until approved operational evidence exists
    Responsibility
    Central program owner (proposed)
    Authorization Boundary
    Qualified independent review where required, current authority and approved evidence/retention policy.
    Next State
    Proposed final review; no operational mutation.

Linked user story and acceptance criteria

Parent Id
UC-CENT-001
Persona
CovCare Central Coordinator
Statement
As a CovCare Central Coordinator, I want to triage and Route Incoming Support Requests, so that I can pursue this outcome: no demo notification establishes real receipt.
Value
No demo notification establishes real receipt.
Priority
High
Status
Proposed
Criteria
  • Kind
    Success
    Given
    Verified provisioned identity, current MFA, organization/site/project and assignment scope. The task is Triage and Route Incoming Support Requests.
    When
    Review the final evidence and continuing eligibility for Triage and Route Incoming Support Requests
    Then
    Separate the proposed outcome from verified delivery; preserve only permitted review evidence and apply policy-approved retention or revocation. No public record mutation. No operational success is inferred from documentation.
  • Kind
    Denied
    Given
    missing, revoked or unrelated authorization
    When
    the participant attempts the restricted action
    Then
    The action is denied without revealing restricted data or creating a record.
  • Kind
    Invalid input
    Given
    The Selected goal and approved barrier needed for Triage and Route Incoming Support Requests is missing or contradictory.
    When
    Check completeness and safe urgency.
    Then
    Hold the affected step; require Nonempty relevant reference; no unrelated personal history. before further review. Do not claim a successful outcome.
  • Kind
    Privacy
    Given
    private reflections, unrelated youth information or contributor identities outside the approved purpose
    When
    a summary is prepared for covcare central coordinator
    Then
    Those fields are excluded; only purpose-limited authorized context may be shared.
  • Kind
    Exception
    Given
    withdrawn consent, an unavailable provider, conflicting evidence or a safeguarding concern relevant to this task
    When
    the sequence reaches the affected handoff
    Then
    The handoff pauses; an appropriate qualified human reviews the next step and no delivery, payment or approval is falsely confirmed.
Test Ids

Business rules

BR-MIN · Minimum necessary information

Share only the task-relevant approved context. Private reflections never enter public staff demonstrations.

BR-TRUTH · Evidence before claims

A referral is not delivery; documentation and storyboard completion are not verification or approval.

BR-CONSENT · Youth choice and selected sharing

Only an explicitly selected goal projection may be shared; youth control approval and goal completion. Withdrawal stops optional disclosure.

BR-SCOPE · Current scoped authority

Verified identity, permission, organization/site/project and assignment scope are separate. Privileged access requires independent approvals, MFA and launch review; no public self-grant.

BR-HUMAN · Qualified human accountability

Qualified humans decide triage, clinical, safeguarding, assistance and operational approvals; the guide cannot make those decisions.

Explore the CovCare Vision

Discover how CovCare could connect young people, Covenant House teams, supporters, and community partners through one coordinated network of support.

Product roadmapFeature statusGlossaryFAQs