Lesson 3: CASE MANAGEMENT SKILLS

Objectives
To teach you about case management.
To familiarize you with the problems clients have and identify available resources

Case Management Skills

In a time of national trauma and a shrinking economy we need to work together to be caring and cost-effective helpers. To be able to provide services that will lessen clients' stresses, we must work together to address the needs of the people we serve. To prepare well-qualified, productive workers, we must collaborate with all segments of our communities. In this way we become better able to help people obtain meaningful employment.

Case management is a holistic, comprehensive, client-centered model that tailors programs to the clients' needs and includes assessment, goal setting, strategizing, referrals, and follow-up. It is an on-going process that involves coordinating services that are necessary and appropriate to meet the goals of the client. For example, in Workforce Initiative Act programs, case management involves the processes of career counseling, basic skills, job training and job placement, as well as linkages to other agencies. Oversight and coordination of the participants' activities are mandated throughout program participation.

Case management involves linking and accessing various program services, i.e., assisting with child care arrangements while a client attends a training program, or coordinating training dollars with another agency.

"Career development is an integral part of the case management process. In the assessment phase using tests, card sorts, activities, worksheets, helping sessions and facilitator observation, we assist clients/students in assessing their roles, interests, values, skills and aptitudes, and preferred work environments. Identifying the client's personal realities and developmental needs will help to develop strategies and support for overcoming significant barriers to employment. These barriers can be lack of basic skills, lack of reliable transportation, inadequate housing, no child care, difficulty managing time and finances, lack of prior employment, or no background in making decisions." (Workforce in Transition, p. A-19)

Tasks involved in career development that also apply to case management include:

• assisting the client in moving toward self-sufficiency and away from dependency on human service programs and personnel
• providing short- or long-term support as the client develops needed
• skills and occupational/job search readiness
• providing ways in which the client can experience successes, however
• small, that build self-esteem
• assisting the client in accessing information about occupations and the labor market which will increase the client's effectiveness in making realistic career plans

Often, your agency/school may be the first place of contact for a client who is seeking career development services. If your initial assessment indicates that your client is appropriate for some aspect(s) of your agency/school's services, you may be designated as the case manager or CDF. In other parts of this training, more specific case management activities will be described. If your agency is not totally equipped to meet the needs of your particular client, you may need to refer the client to other agencies for specific services.

Also bear in mind that many clients seeking personal counseling, mental health counseling, or drug and alcohol counseling may present or require assistance with career-related issues in association with other changes they are making.

Collaboration/Linkages/Referrals

Supervisory support is critical. At all times, these activities should be carried out under the guidance of a counselor or other supervisor. Sometimes your supervisor will suggest that you consult with related outside agency staff. For example, when working with an individual with a disability, consult a counselor with rehabilitation service expertise. Some of these agencies are discussed below.

In successful case management, the client must be seen as a "total person". Specific concerns may be handled by cooperation with, and appropriate referral to, outside agencies. Personal concerns could encompass areas such as: family problems, child care, substance abuse, interpersonal relationships, health, behavioral problems, transportation, housing, or legal problems. It is important to connect with agencies and to develop relationships with the staff members within each agency. Referral systems are then in place so that when an issue surfaces, linkages are available to those supportive services. These might include organizations such as:

• Services to Children and Families
• Catholic Social Services
• Probation Departments
• County Health Departments
• Counseling or Mental Health Services
• Vocational Rehabilitation Services
• Educational Institutions
• Chamber of Commerce
• Private Sector Employers

It is not enough to refer a client to another person or agency without providing appropriate support and follow-up. Research on making effective referrals shows that most clients never make it to the referral site without adequate support and encouragement. The most effective referral is one where the person is personally escorted to the referral and follow-up associated with the referral is promised and transpires (Career Information System, 1980).

Check these links:

http://www.dccmu.org/

http://www.cfcm.com/

http://www.cmsa.org/home.htm

http://www.missouri.edu/~cppcwww/holland.shtml

http://www.asianrehab.org/job.htm

http://www.infochannel.com.au/cwhatisit.html

Assignment:

Email me the following:

• Your personal definition of case management (worth a possible 5 points)
• A list of the skills you believe are needed to be effective as a case manager (worth a possible 5 points)
• A list of local referral sources for helping people deal with:

- Relationship issues
- Family responsibilities, e.g., need for eldercare, child-care assistance, or transportation
- Health problems. (worth a possible total of 10 points)

• Select one local agency to contact for further information on its services and referral system. Write a one-paragraph description of what you learned and post it in the Class Discussion. Read and comment on what others found also. Worth a possible 10 points.

| Table of Contents |

Please e-mail Susan Roudebush if you have any comments.
Updated January 4, 2002
Copyright 2002, Susan Roudebush