CODE OF ETHICS FOR CASE MANAGERS

At Jupitice, Case Managers play a vital role in the smooth functioning of digital justice delivery. As the first point of contact for many parties, and as the coordinators of case flow, case managers are expected to uphold the highest standards of professionalism, impartiality, and service ethics.

This Code of Ethics lays down the core values, behavioural expectations, and guiding principles for case managers to follow in every interaction and decision.

• Always act with honesty, fairness, and accountability.
• Avoid any form of misrepresentation or misleading communication.
• Uphold the credibility of the platform through consistent, quality service.

• Treat all parties equally, regardless of status, gender, affiliation, or background. Do not offer legal advice, show favouritism, or express personal opinions about any party or dispute.
• Immediately disclose any potential conflict of interest to the platform administrators.

• Respect and protect the confidentiality of all case-related information.
• Do not share, discuss, or disclose any documents, communications, or case statuses outside of authorized platform use.
• Adhere strictly to data protection policies and digital confidentiality standards laid out by Jupitice.

• Handle every case with attention to detail, care, and timeliness.
• Stay updated with platform tools, procedural changes, and relevant legal frameworks through continuous learning.
• Ensure that all scheduling, communication, and case progression tasks are executed with accuracy and efficiency.

• Respond to all inquiries with clarity, empathy, and respect.
• Maintain a courteous and professional tone in all communications—verbal, written, or digital.
• Set clear expectations about timelines and next steps, and keep parties informed in case of delays.

• Accept feedback constructively and use it to improve performance.
• Own up to mistakes when they occur and take corrective action promptly.
• Engage in regular platform training, ethics briefings, and performance reviews to enhance your professional growth.

• Use platform features responsibly and only for their intended purposes.
• Never manipulate, misconfigure, or interfere with digital tools in a way that compromises the integrity of the process.
• Report any technical issues, suspicious activity, or ethical concerns to the appropriate internal team.

• Recognise the boundary between administrative facilitation and legal or procedural decision-making.
• Refrain from influencing or attempting to influence neutrals or parties in their decision-making.
• Direct parties to the correct resource or authority when a matter falls outside your responsibility.

• As a face of Jupitice, maintain a demeanour that reflects trustworthiness, calm, and competence.
• Represent the values of digital justice, transparency, and accessibility in every interaction.
• Treat all platform users with dignity and respect, contributing to a safe and inclusive digital justice environment.

Violations of this Code may lead to:

• Performance review or retraining
• Temporary suspension from platform duties
• Termination of contract or engagement
• Reporting to professional bodies, if required by applicable regulations

All case managers are required to read, understand, and agree to this Code before beginning or continuing their engagement with the platform.