Develop, facilitate and monitor all aspects of

case management

Case Management

Case management is an approach developed to meet the complex needs of the client.

It is a strategy for providing best practice service delivery to the client.

This outcome is achieved by Organising the services that will support the needs of

the client Providing information about available services to the

client Providing an opportunity for the services and service

providers to support the client in an holistic manner

Case Management …

Case management provides an accountable coordinated service to a client for a set period of time.

The aim of providing case management is to empower the client so that they can develop self management skills.

Case Management …

The client is involved in all decision making. If the client is unable to make decisions a parent, guardian or case worker made need to act on their behalf.

The focus of the case management approach is to meet the client’s needs whilst protecting their rights.

References

Frankel et al Case ManagementCase management functions page 14/15

Gursansky et al Case Management Case Management as Policy Part 1

The Case Management Process

Assessment Planning Implementation Coordination and monitoring Advocacy Termination

Assessment

This is the process whereby all information relating to the client is collected and analysed by the case manager to determine the needs of the client. Other service providers may also be involved at this stage.

At this time there is an opportunity to determine if the client meets the criteria to access the service or if a referral to a more appropriate service needs to be made.

Assessment …

During the assessment process a plan is developed so that necessary services can be identified to meet the needs of the client.

Assessment continues throughout the case management process so that suitability of goals and services being accessed can be monitored and evaluated.

Reference

Frankel et al Case ManagementSystems theory page 12

Gursansky et al Case Management Assessment and information gathering page 65

Planning

The services and strategies for intervention are planned by the case manager in consultation with the client and other relevant parties.

Networking is an essential part of the case manager’s role to ensure the needs of the client are meet.

Planning …

Goal setting is an important part of the planning stage in case management as it is an opportunity to develop short term goals so that the client’s long term needs can be met.

A written case management plan is developed. The plan outlines actions, the time frame and who is responsible for implementation and evaluation.

Reference

Gursansky et al Case ManagementPlanning page 68

Implementation

The case manager needs to be aware of appropriate services that will meet the required standards of service delivery as it is the responsibility of the case manager to source and engage the services required to put the case management plan into action.

During the implementation of the plan the case manager needs to be aware of the resources available e.g funding, staffing, time.

Coordination and monitoring

Evaluation is an ongoing process and may be through an informal conversation between the case manager and a service provider or a formal case management meeting.

It is the responsibility of the case manager to arrange regular contact with the clients and the service providers to discuss progress and any problems. Regular monitoring of the client’s progress enables the case manager to make adjustments to the case plan if necessary.

Reference

Frankel et al Case ManagementRoles of a Case Manager page 32-46

Advocacy

The case manager’s role may include advocating on behalf of the client and their family to ensure appropriate services are accessed.

The case manager or another designated person may adopt the role of advocate.

Advocacy …

The client may need an advocate to identify their needs, identify gaps in service provision, ensure that the service is provided according to the case management plan or arranging the time for termination of the service.

Reference

Refer to Gursansky et al Case Management Advocacy Pages 93,114-115

Termination

The contract for termination should be part of the initial planning so that the client is clear about the termination process.

It should be clearly stated that the support period will finish when the goals have been achieved, after a set time or the client wishes to withdraw from their commitment.

Termination …

Termination of a case may also occur if the client or family are non compliant, service availability is limited or the client moves away.

Further options for support are provided by the case manager and referrals are made if necessary. Continuing input and follow up meetings are arranged between the client and the case manager if necessary.

The Case Management Meeting

Meetings, which may take the form of review meetings or case conferences are an important part of the case management process as it provides an opportunity for all parties to communicate with each other so that a coordinated approach to service delivery can be undertaken.

The Case Management Meeting …

It also allows for ongoing assessment of the needs of the client in relation to the set goals which can be modified if necessary.

Participants in the case management meeting include the case manager, the client, the client’s carers/ guardian/parents/ advocate, if appropriate and service providers.

Preparation for the meeting

Prior to the meeting the case manager should Know the format of a case management meeting Identify the purpose of the meeting Access background information on the participants. Set an agenda Know the relevant history and background of the client Check that the meeting room is suitable for the

requirements of the participants. Introduce all participants stating their role in the

client’s case

Defining the Meeting Purpose

It is important that the case manager has established a relationship with the client prior to the meeting so that the client can feel confident that will be fairly and accurately represented at the meeting.

For example, if the client has identified housing as their main concern that should be reflected in the agenda rather than concerns regarding outstanding debts.

Establishing objectives & agenda

The case manager needs to be clear about the objectives of the meeting and allow an opportunity for the client to indicate agreement with these objectives. The objectives are presented to the participants so that discussion and agreement can occur. Other objectives may be added to the list the case manager presented.

The participants must decide on the order for discussion and nominate a reasonable length of time to spend on each agenda item.

Facilitating discussion

The role of the case manager during the case management meeting is to: Encourage an atmosphere that is comfortable for the

participants- people listening to each other, people feeling free to talk without interruption

encourage all participants to communicate their ideas and feelings freely- disagreements/conflict are acknowledged and dealt with as they occur

Keep the discussion focused on the objectives of the meeting

Reference

Frankel et al Case ManagementCase management skills Part 2

Client Rights

Confidentiality- protecting the client’s identity, an appropriate meeting place, workers and clients need to have an awareness of mandatory notification obligations.

Informed consent- client’s right to know what their relationship with staff and the service will entail, client’s right to make independent decisions regarding service options.

Client Rights …

The service provider’s obligation to inform and to protect – the client has the right to protection from others and themselves, it is the right of others to be warned and protected from potential harm.

The client’s right to self-determination- the service provider role is to encourage the client to live empowered and independent lives.

Reference

Refer to Gursansky et al Case ManagementPage 108

Boundaries and Roles

Boundaries define roles and in community services work operate on a personal, agency and society level.

Personal boundaries of a worker reflect the responsibilities of their work role and their definition of the limits of the role and their relationship with the client.

Boundaries and Roles …

At an agency level boundaries operate according to the defined roles and structure of the agency

At a society level boundaries operate according to the ways issues, lifestyles etc. are perceived.

Responsibilities

The term responsible means: ‘answerable or accountable for something within one’s

power, control or management.’ (Macquarie Dictionary)

Responsibility can refer to legal or moral duty. Different agencies will have different policies

regarding rights and responsibilities and it is the obligation of the worker to be aware of these policies.

Rights and responsibilities in the Case Management Process

To ensure that the client’s rights and responsibilities in the case management process are addressed the case manager needs: to understand the client’s preferred way of

communicating their needs identify the level of commitment to the process to encourage self determination

Values Task

Comment on two of the following in your on line journal: Have you been in situations in your work in which you

experienced a strong conflict of values with a client? How did you approach this situation?

Are you a judgemental person? Do you find yourself making judgements about your clients? Do you feel this is sometimes an appropriate thing to do? Why?

Do you know your limits? What would be too much?

References

ARRTS Pty Ltd 2003 ‘Develop, facilitate and monitor all aspects of case management’

Frankel,A. Gelman,S.( 2004 ). Case Management. An Introduction to Concepts and Skills.

Gursansky,D. Harvey,J. & Kennedy,R.

(2003 )Case Management. Policy, Practice and Professional Business