Case Management
How Does the Stonegate Case Management Dept. Work?
When you become a client, you are assigned a primary Case Manager.
Your primary Case Manager is your main point of contact: the one who knows your file, answers your questions, and keeps you informed as your case moves forward.
They review incoming documents, track deadlines, communicate with you about developments, and coordinate with our legal staff when your case requires attorney involvement.
Think of your primary Case Manager as the captain of your case. They own it. They know it. When you call or email, they are the person most familiar with where things stand.
Your Case, Supported By Our Entire Team
Every note, document, communication, and piece of case history is logged in a shared case file that our entire Case Management team can access. Nothing about your case lives in one person’s inbox or memory.
This matters for a few practical reasons:
- You are never stuck waiting on one person. If your Case Manager is out of the office, on another call, or handling an urgent matter, any member of our team can pull up your complete file and help you on the spot.
- Nothing falls through the cracks. Incoming correspondence from the resort is monitored by the team, not just one individual, so a response never sits unnoticed.
- Your case benefits from more than one set of eyes. Case Managers consult with each other and with our legal staff regularly. Complex situations get the experience of the whole team, not just one person’s judgment.
A single “dedicated” contact sounds appealing, and you have one. But a dedicated contact without a team behind them creates a single point of failure.
Our model gives you both: a primary Case Manager who knows you, backed by a full staff that knows your case.
What To Expect After Your Grievance Letter Is Submitted
Once your grievance letter has been prepared and submitted, the resort must be given time to review and process it according to its own internal procedures.
As part of our standard process, we typically allow the resort up to 90 days to review the grievance, investigate the concerns raised, and provide a formal response.
During this period, your case remains fully active. Our team continues to monitor for any correspondence, responses, or developments from the resort.
There may be stretches of time where things seem quiet, and that is normal. Quiet does not mean stalled.
Allowing the resort sufficient time to complete its review is a required step before additional advocacy measures can be taken, if they become necessary.
By the time your case reaches this stage, several important milestones have already been completed:
- Enrollment
- Document collection
- Onboarding
- Your Welcome Call
- Grievance letter preparation
- Submission to the resort
If You Would Like a Different Case Manager
We want you to feel supported, heard, and confident in the communication you receive. If you ever feel your current Case Manager is not the right fit, just ask. We can reassign your case to a different primary Case Manager quickly and easily.
Because of our team-based approach, a reassignment will not slow your case down or require any work to be repeated. Your new Case Manager steps in with full access to your complete case history from day one, and your case continues moving forward without interruption.
Our Client Service team is here to help.
- Phone: +1 (888) 965-2637
- Email: clientcare@stonegatefirm.com
