4.1 Case Management: Definitions and Responsibilities

When you work as a Case Manager in Human Services the goal is to work with the whole person in front of you.  Case management does not only focus on one challenge but also take into consideration the person’s strengths, interest, needs, challenges, personal concerns, their environment, family, knowledge  and many other pieces that the person in front of you is experiencing. A primary purpose for case management is to improve the quality of life for your client. There is a process for case management for assessing the individual and through that assessment discover the needs, challenges, the many problems that they are experiencing in all areas of their life.

This takes many different skills which include:  knowledge, skills, and guidelines that you will focus on there is a knowledge base skills and guidelines specific to case management.

Case Management is a collaborative process of assessment, planning, facilitation, care coordination, evaluation and advocacy for options and services to meet an individual’s and family’s comprehensive health needs through communication and available resources to promote patient safety, quality of care, and cost effective outcomes.

Case management is a multi-step process to ensure timely access to and coordination of whatever services are needed which could include: medical, psychosocial services, finances, housing, counselling or many other options needed for their support system.

Case management includes the following processes: intake, assessment of needs, service planning, service plan implementation, service coordination, monitoring and follow-up, reassessment, case conferencing, crisis intervention, and case closure.

The client is the expert in their life.  We are on the journey with them because they have invited us along for the journey or to be part of the team.

In Case Management, through a collaboration in conversation and information gathering we can then create an individualized service plan and then through ongoing monitoring can make sure it’s effective and what works for the client as well as adjust as needed.

Skills that are needed to be an effective Case Manager include:  working effectively with people to assist in their growth, organization, communication, delegation, time management skills, conflict resolution skillls,  computer and technology skills, approachable and team player.

There are many different skills needed to be a Case Manager.  These will include:

• Intake: Client Indentification and Eligibility (make sure the program is a fit for the client)
• Assessment (gathering information to create a plan)
• Service Planning (action putting options forward for the plan)
• Implementation of Plan (applying the plan)
• Service Coordination (could include other specialists or agencies if needed)
• Evaluation/monitoring/follow-up (to see if current plan is working or needs adjusting)
• Transition (supports closure or changes to a different program offered)

Different types of Case Management

There are many different areas that Case Management is used.  These include private practice, treatment centres, shelters, medical offices, hospitals, housing, ODSP, OW, MMT, incarcerated, mental health, short-term, long-term, in-house, outreach, community, hospital, clinics, police services and internet services (phone or video).

Depending on what services you access you could be called Client, Patient, Consumer, Resident, inmate or a number of others depending on the agency.

Different Agencies offer different options for Case Management which can include individual, family, couples, seniors, youth, specific communities or group.  This can include accessibility and various office hours.  Some will have a drop-in, make appointments, some are set hours for walk ins, some will have regular appointments or other options as well.

Case Management for Canadian Armed Forces (CAF)