CASE MANAGEMENT SURVIVAL TIPS

1. ENGAGEMENT- check in with the client

How are you greeting your client (your tone, handshake)- Are you addressing the client by their last name or first name?

Are you being attentive or brushing the client off when they need you the most?

What are your facial expressions while meeting with the client? What is your comfort level with the client? What does your body language say about you and how comfortable you are around the client?

Is the client comfortable around you?

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Where are you meeting with the client? Is it in passing in the hallway or in the office? Is it a comfortable space (boxed in, around others, private)- will the client feel comfortable speaking to you in this space?

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Is the conversation forced or natural? If it is forced, why? It would be good to explore. Are you leading the discussion or is your client leading the discussion?

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Do you seek out your client or do they always have to come find you? How available are you? Always telling your client, “Am I busy right now”- can potentially damage your relationship and trust building with the individual. 

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What is the topic being discussed- is it always business or do you take time to have informal conversations (about their life outside of program goals)? Informal conversation could look like- did you eat today? What did you eat? Did you like the meal? What are other foods you like? Are you enjoying the weather? What are your hobbies? If you know something about the client’s family, hobbies, etc. (This would be the time to ask about those matters). 

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2. SERVICE PLANNING

After you engage the client, ask yourself what have you learned about the client? What do they feel are priorities in their life and how does that tie in with the program goals and expectations?

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Does the client have a time by when they wish to accomplish these goals? Do they have a plan? Is it realistic? Can you help the client break down these goals with dates and make it an ongoing agreement/contract? What supports does the client need from you or others? Engage the client in discussion (if possible) about time management and goal setting (short/long term goals). 

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After the contract is established, are you engaging the client about their goals without personalizing their resistance and “non-compliance” (if the contract is not being met)?

“Non-compliance”- what are they non-compliant with? Let’s remember: it is the client’s goals not yours? It is difficult to step back and understand that these goals are not your personal goals- they are goals set by the client. Your job is to guide them and keep them focused but with minimal pressure. Resistance is part of the process. 

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What are the barriers? Investigate and formulate a plan with your client

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3. ADVOCACY AND CONNECTING THE DOTS

Congratulations! You have now established a working relationship with your client so let’s proceed.

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Where does your client need support? How will you advocate for your client? Make a list of all the client’s needs and what supports are needed? 

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Check in with your client to make sure they want this support? It should be a collaborative effort. If the client resist support, try again another time (sometimes people are not ready to accept the help). Keep the list and revisit it from time to time. Knowing your client also means- do we go over this whole list or should we focus on 1-2 goals at a time (weekly/monthly)?

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If the client accepts the help, let the client lead the discussion. Your role is to ask questions to help the client organize their thoughts and plan. 

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4. RECORD KEEPING

After each session, your notes should be able to answer: Who, What, Where, When, Why and How

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Keep in mind: notes can be subpoenaed in a court of law. Therefore, be concise, clear and accurate in your documentation. Your notes should be so detailed (that even if you can not recall the events off memory) when you read the note it will remind you exactly what took place. 

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Date/Time/Location of Meeting

How did the client present?

Was there anything out of the norm this day (behavior, affect, slurring, blank stare)

Was the client dressed appropriately? If the client was dressed inappropriately, please provide details to describe what was inappropriate. (not dressed for the weather- shorts on a snowy day)

How long did the meeting last? Was it scheduled or a walk-in visit?

Progress on goals? Any new goals set?

What supports did the client need?

Did EMS or police need to be called? 

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This are a few pointers and not meant to be a catch all. 

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