What OSOS does here. A record added to a caseload does not appear until you press Refresh — the single most repeated instruction about this screen across three guides and eleven years. Removals need a separate Save. The four columns above are all it shows, so to see a phone number or a city you run a Customer Search filtered to the list instead.

Bulk assignment is documented as copy-paste: the state's own webinar has staff paste OSOS IDs from a spreadsheet into Quick Search, search, select all, then Add to Case Load. And the caseload is exposed to the rest of the system as a saved list named “Customer Case Load for <Staff Name>”.

The modern screen adds a Reassign button that no guide in the corpus ever clicks, so what its dialog contains is unknown. It is not built here for that reason.