Case Management
What is case management?
According to the Commission for Case Manager Certification (2021): "Case management is a collaborative process that assesses, plans, implements, coordinates, monitors, and evaluates the options and services required to meet the client's health and human service needs. It is characterized by advocacy, communication, and resource management and promotes quality and cost-effective interventions and outcomes” (para. 1).
People depend on systems in their immediate social environment. Therefore, case managers should consider this theoretical foundation.
What is the Ecological Model
Ensuring client information is protected
What is confidentiality
Why not why: Why should we try to avoid the question why?
It can sound accusatory or shut someone down.
The following is what type of question: When is your baby due?
What is a closed question?
What settings can you find a case manager?
Child welfare, addiction treatment, mental health services, disability services, and schools.
What 3 parts make up the Ecological Model?
What are the micro, mezzo, and macro levels
Why is it important to consider culture?
It is an ethical obligation as a social worker: When professionals grapple with ethical dilemmas in social work, the client’s cultural background is an important consideration. Standard 1.05 of the NASW Code of Ethics, “Cultural Awareness and Diversity,” emphasizes that social workers should continuously seek to heighten their awareness of people of diverse cultures and backgrounds and strive to better meet their needs.
Using language that trivializes, denigrates, or infantilizes (treats like a child) a person/group and implies they are inferior.
What is trivializing or infantilizing discriminatory language?
Hand and arm movements, leg movements, facial expressions, eye contact and blinking, and stance and posture (body movements and gestures) are examples of one of the most noticeable forms of nonverbal communication. This nonverbal communication can also depend on culture.
What is kinesics?
What services do case managers provide?
Service and resource coordination, advocacy, and social support.
The Ecological Model is also referred to as Person in Environment because it considers...
What is the person AND their environment (individual traits AND the environment)
When is it okay to disclose case information?
1. The client gives you permission and signs a release of information
2. The client is threatening to harm themselves or others
3. The court requests information
4. There is a medical emergency
5. There is suspected or reported abuse
Messages that are conveyed by objects made by human hands.
What is artifactual nonverbal communication?
Please respond to FEELING and CONTENT in the following case example: “I just can’t go to class. Not after making a fool of myself the last time. I got every answer wrong when the teacher called on me, and people were making fun…It was terrible” (Summer, 2106, p. 186)!
Feeling: Embarrassed, afraid, sad, mad, defeated
Content: She does not want to go to class because she got an answer wrong and was made fun of
Response: It seems like you are embarrassed after last class because people were making fun of you when you gave a wrong answer
What are the key attitudes of social service provision?
What is warmth, genuineness, and empathy?
The following describes which theoretical approach to human service provision:
Every individual, group, family, and community has strengths
Trauma and abuse, illness, and struggle may be injurious, BUT they may also be sources of challenge and opportunity
Assume that you do not know the upper limits of the capacity to grow and change, and take individual, group, and community aspirations seriously
We best serve our clients by collaborating with them (they are the experts of their own stories, lives, and systems)
Every environment is full of resources and strengths
Empowerment & Self-Determination
What is Strengths Perspective
What is cultural humility and how does it differ from cultural competence?
Cultural humility believes there is more to understanding and interacting with cultures than competence
Cultural Competence = Knowledge about the culture
Cultural Humility:
Self-critique/Self-reflection
Biases, stereotypes, etc.
Commitment to ongoing, lifelong learning/knowledge
Cultural humility means admitting that one does not know and is willing to learn from clients about their experiences while being aware of one's embeddedness in culture(s).
While competence suggests mastery, humility refers to an intrapersonal and interpersonal approach that cultivates person-centered care.
What makes up the communication process? Please describe each component.
What is:
Encoding: Thoughts to communication
Transmitting: The sender gives the message
Decoding: Turning communication into thoughts
Please identify the 4 parts of an "I message" in one of the following scenarios:
“I’m concerned about when we got started on Tuesday morning. Starting late got my day behind more than I wanted, and I spent a lot of time trying to catch up. Could we look at our schedules together and see if there is a way we can start on time?”
OR
"I am somewhat confused and concerned. I have noticed that Helen wants to go to hospice and the family wants in-home hospice care. As a result, we are not coming to a decision, which needs to be made by the end of the day. Are you all open to coming up with a solution that focuses on her wants and needs?"
A complete “I message” contains 4 parts:
Your concerns and feelings (I feel, I am concerned…)
A non-blaming description of the impact OR what you have seen or heard
The desired outcome
An invitation to collaborate (solution)
Case: Felicia is 28 years old. She has a college degree, owns a one-bedroom townhouse, and works full-time as a paralegal in a law firm. She likes to read and belongs to a book club. She is also very close with her two sisters who live nearby. Recently, Felicia was in a serious car accident and is undergoing rehabilitation at Brooks Hospital. She may never regain the use of her legs and is struggling with pain and depression.
Application: Utilizing the ecological model, what strengths can we identify?
Micro: Felicia is social and hardworking. Felicia appears to be independent.
Mezzo: Felicia has a close relationship with her two sisters. Due to Felicia's employment, she might have social support at work. Felicia has a job, owns a townhome, which is indicative of a possible community, and is receiving services from Brooks Hospital. Felicia also belongs to a book club, where she is in a community with individuals who have similar interests (reading).
Macro: Due to Felicia's rehabilitation at Brooks Hospital, it is assumed she has access to medical insurance.
What are the tests for making ethical decisions and how do you utilize them when faced with an ethical dilemma?
What are the Publicity, Goosey-Gander, Colleague, Professional, and Organization Tests?
You run the scenario through each test. Based on the outcomes, you make a decision.
What are some barriers to communication? Please give examples.
What are:
Internal Barriers
Emotional-Psychological-Social Barriers
Cognitive Barriers
External Barriers
Physical Barriers
EXAMPLES:
Emotional-Psychological-Social: How we think it will be perceived; what is taboo or socially acceptable; emotionally charged; anxiety or low self-esteem, speech disorders, stage fright, phobias, anger…SOCIAL could also be cultural, status and dynamics, social norms, etc.
Cognitive (functioning): To understand, process, and share what you are trying to say; developmental age must be considered (how you speak to a child v. adult); they way the message is delivered and received depends on this. EXAMPLES INCLUDE: Developmental stage and age, memory, cognitive functioning (attention, problem-solving, orientation, executive functioning, etc.)
Physical barriers of communication can most often pertain to geographic distance between sender and receiver. Common, everyday physical barriers are often referred to as noise in the communication process. Noise could be traffic whizzing by or other conversations happening during the time that the communication is taking place. Something as simple as a cell phone dying mid-call is considered a physical barrier because the communication has been severed by an outside source.
What steps should be taken to disarm anger?
Be appreciative: You may not agree but you can thank the person for bringing this up or say you appreciate hearing about this
Ask for more information: Without grilling the person and to better understand, ask for particulars
Find something with which to agree: You might say something like, “I am sure that could have happened” or “I can see why it looked that way” or “That must be hard.”
Begin to focus on a solution: Try to collaborate on a solution. The client owns the problem so you need to decide to what extent you can assist