Delivering MDS 2.0: Consolidated Case Management for Seniors Rights Service

The Challenge: Fragmented Data, One Mandate

Seniors Rights Service is part of OPAN's national partner network, providing advocacy and support to older Australians. As part of that network, OPAN introduced MDS 2.0 — a minimum dataset standard requiring every partner organisation to consistently capture, process and report a defined set of data every time an advocate supports or advises an older person.

For Seniors Rights, meeting that standard meant solving a genuine data architecture problem, not just a reporting one.

The Bottlenecks:

• Data Spread Across Multiple Objects: Case-level detail — case notes, participants, services, action plans and interactions and data fields to be captured as per OPAN specifications
• Risk of Partial, Inconsistent Records: Without a controlled process, an error partway through data entry could leave partially completed records saved against a case, undermining data integrity.
• Validation Had to Span Every Object: Enforcing OPAN's minimum dataset rules meant validating consistently across every related record involved in an interaction — not just the parent case.
• Advocate Experience at Risk: Advocates needed to capture this detail in the moment, while actively supporting an older person — any friction in the process risked incomplete data or a poorer client experience.
• No Consistent View Back to OPAN: Without consolidated, structured data, Seniors Rights couldn't reliably report back to OPAN, and OPAN in turn couldn't get a consistent view across its whole partner network.

The Solution: A Guided, Single-View Case Management Experience

Zenyus partnered with the Seniors Rights Service team to design, build and deliver a solution on top of Agentforce for Nonprofit — taking full advantage of its out-of-the-box case management data model as the foundation.

1. Guided Processes Built on OmniStudio and Screen Flows

Rather than asking advocates to navigate multiple related objects manually, we built guided, step-by-step processes using OmniStudio and Screen Flows — so every case interaction is captured through one consistent, structured journey.

2. Consolidated Data, Captured in a Single View

Case notes, participants, interaction details and time spent are all captured back onto the parent case in one seamless flow — consolidating what previously lived across multiple junction and child records.

3. Validation Enforced Across Every Related Record

The guided process enforces validation across every object involved in an interaction, preventing partially completed records from being saved if an error occurs partway through data entry. In total, over 300 business rules were delivered to enforce data quality and process consistency at every step — from mandatory fields on case notes to cross-object checks that keep OPAN's minimum dataset requirements intact.

4. Reporting and Dashboards, Ready for OPAN

Reports and dashboards were built and delivered as part of the same three-month engagement, giving Seniors Rights a clear, consistent view of its own data — and the ability to report back to OPAN reliably.

5. Change Management for a Smooth Rollout

Zenyus supported Seniors Rights change management effort, ensuring the new process was clearly communicated and understood by more than 50 staff members ahead of go-live.

The Outcome: Zero Issues, Full Adoption, Delivered on Time

From design through build, system testing, UAT and go-live support, the entire engagement was delivered in just three months — with the solution going live in production in the first week of July 2026.

• A Clean, Confident Go-Live: No issues were reported in production following release — a reflection of the rigour applied through system testing and UAT.
• Three Months, Start to Finish: The full journey — design, build, test, UAT and change management — was completed end to end in three months.
• Consistent Data, Every Time: Advocates now capture case notes, participants and time spent through a single guided process, with validation built in from the start.
• 300+ Business Rules Enforced: A comprehensive rule set governs data quality and process integrity across every object, ensuring the minimum dataset is captured correctly the first time, every time.
• A Seamless View for OPAN: Seniors Rights can now consistently collect, process and report its minimum dataset back to OPAN, giving OPAN the network-wide visibility it needed.
• 50+ Staff, Smoothly Onboarded: Structured change management ensured the whole team was ready and confident using the new process from day one.