Joy's case management system has three staff role types: Owner, Admin, and User. Each role controls what a member of staff can see and do within your organisation. Permissions can also be customised per-organisation by an Owner.
Role overview
Role | Description |
Owner | Full access to all features, settings, and organisation management. Can manage other Owners, Admins, and Users. Only Owners can change another Owner's account. |
Admin | Broad access to client management and organisation settings, but cannot clear clinical records or manage Owner accounts. |
User | Standard access for day-to-day case management. Can add clients and accept referrals; cannot delete clients, merge records, or manage organisation settings. |
Client and case actions
The table below shows the default permissions for each role. An Owner can customise these for your organisation from My Organisation → Permissions.
Action | Owner | Admin | User |
Add clients | ✅ | ✅ | ✅ |
Delete clients | ✅ | ✅ | ❌ |
Merge client records | ✅ | ✅ | ❌ |
Retry clinical file-backs | ✅ | ✅ | ❌ |
Clear clinical records | ✅ | ❌ | ❌ |
Accept referrals | ✅ | ✅ | ✅ |
Decline referrals | ✅ | ✅ | ❌ |
Organisation settings
Setting | Owner | Admin | User |
View and edit organisation details and logo | ✅ | ✅ | ❌ |
Invite, edit, and remove staff members | ✅ | ✅ (not Owners) | ❌ |
Manage Owner accounts | ✅ | ❌ | ❌ |
Enable or disable multi-factor authentication (MFA) | ✅ | ❌ | ❌ |
View and edit the permissions matrix | ✅ | ❌ | ❌ |
Manage messaging templates and automation rules | ✅ | ✅ | ❌ |
Manage wellbeing frameworks and reminder settings | ✅ | ✅ | ❌ |
Update own job title and email signature | ✅ | ✅ | ✅ |
Visibility of hidden clients and cases
When a client or case is marked as hidden, only the following staff can see it:
Owners — always have visibility of hidden clients and cases.
Admins and Users who are assigned to that client or case — they retain access; unassigned Admins and Users cannot see hidden records and receive a 404 if they try to access them directly.
Customising permissions
Owners can adjust the default permission matrix for your organisation. To do this, go to My Organisation → Permissions and toggle the actions on or off for each role. Changes take effect immediately for all staff in that role.
If you need to change a team member's role, go to My Organisation → Staff, find the person, and update their role from the menu.