Case Management
What is case management?
What 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, and is often 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)?
What is it can sound accusatory or shut someone down?
The following is what type of question: When is your baby due?
What is a close-ended question?
What settings can you find a case manager?
What are 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?
Considering culture is important because
What is it helps better meet the need(s) of the client and is an ethical obligation in social work?
Using language that trivializes, denigrates, treats someone like a child, or 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?
What is service and resource coordination, advocacy, and social support?
We often hear the ecological model referred to as the person in environment perspective because it considers
What is the impact of the environment and systems on the person? What are the individual traits and their environment?
When is it okay to disclose case information?
What is...
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)!
What is...
Feelings: 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 the strengths perspective?
What is cultural humility and how does it differ from cultural competence?
What is...
Cultural humility believes there is more to understanding and interacting with cultures than competence. Cultural Humility focuses on self-reflection and a commitment to ongoing, lifelong learning. Cultural humility also 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 and values knowledge about cultures, 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 (verbally, written, etc.)
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?"
What is...
A complete “I message” contains 4 parts: (1) your concerns and feelings (I feel, I am concerned…), (2) a non-blaming description of the impact OR what you have seen or heard, (3) the desired outcome, and (4) 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?
What is...
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, and receives 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, and 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.
These 4 steps can be taken to disarm anger
What is...
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