Case Management Skills

Question 1

active listening

Answer 1

• the ability to track… what clients are saying, what they really mean by what they are saying, what is important for you to understand

Question 2

what types of qualities do we have when we communicate with people

Answer 2

• body language
• eye contact
• responding

Question 3

what are some aspects of being an active listener as a case worker

Answer 3

• remove or avoid distractions
• note non-verbal communication
• emphasize, sympathize and show interest
• don’t interrupt
• summarize what you hear

Question 4

restating

Answer 4

• paraphrasing with the client has said in short intervals
• helps with overall communication
• helps create a safer atmosphere for discussion
• can diffuse problems in miscommunication

Question 5

reframing

Answer 5

• refocusing the statement that is close to what the client is saying but changes or re-defines it to the same degree
• based on prior knowledge on client
• understanding what is going on
• reframe them to another aspect to what they’re talking about

Question 6

focusing

Answer 6

• making a statement to bring the client back

- try to refocus it back for you to understand

Question 7

furthering

Answer 7

• also helps clients with a topic when they are giving too little information about it
• asking open ended questions
• create an ope space for individuals

Question 8

empathy

Answer 8

• the ability to imagine yourself in your clients situation
• feeling to some degree the way they do
• making empathetic statements

Question 9

praise/positive support

Answer 9

• effortless support
• encouragement aspects
• how to turn negative to positive support … use reforming to help the client, use empathy

Question 10

setting boundaries with clients

Answer 10

• dont want them to think they’re your friends
• make sure both parties understand the outcome of the scheduled sessions
• ensure the environment reamins professionsal
• discussing policies, rules, agency, norms
• expectations are clear in first meeting

Question 11

case management stages

Answer 11

1. engagement
2. assessment
3. planning/goal setting
4. interventions
5. monitor/evaluation
6. terminate

Question 12

engagement

Answer 12

• stage one
• how involved are the clients
• outreach (reaching out to agencies), eligibility (when assessing you’re trying to get a good understanding of what their needs are) and enrollment
• engagement is an active process
• engagement requires active listening, asking questions, summarizing, refocus, reframing, keep clients attention, getting the information you need from the process, establishing boundaries
• ask questions to what they are talking about
• keep them focused on what they are talking about

Question 13

assessment

Answer 13

• stage two
• understanding what the needs of the client are
• what do we know? family, culture, beliefs, values
• trying to get a good picture and understanding in various areas for the client
• recommended that you don’t do a biopsychosocial assessment the first time meeting the client

Question 14

biopsychosocial assesment sheet

Answer 14

• necessary to gain information in all areas of biological, social and psychological information about a client
• if one part of life isnt functioing, it affects another part of the life
• what could help make individuals be truthful.. ask same questions multiple times, observe the client and make notes

Question 15

planning/goal setting

Answer 15

• stage three
• important to know clients goals
• set out goals before planning
• break down the process for each of the goals
• need to maximize the client’s strengths vs what they need
• SMART goals (specific, measurable, attainable, relevant, time-bound)

Question 16

intervention

Answer 16

• stage four
• components: identifies the appropriate supports that you require in the process (intake, direct, and indirect services)
• intake: why you call a community agency about yourself, the first assessment
• direct service: implementing the plans and meeting with them regularly, providing information to client and family, supporting them through crisis and processing referrals
• indirect service: linkage to community members advocating for clients, brokering, coordinating services they receive, social intervention and technical assistance

Question 17

monitor/evaluation

Answer 17

• stage five
• monitoring is an ongoing process
• three areas to look at when you monitor: client cooperation, case management, and service delivery
• you evaluate when you monitor
• the goals are being achieved as expected
• periodic reassessment

Question 18

terminate

Answer 18

• stage six
• the process is supporting the disengagement of the case manager and a shift in how the client will meet future goals and things independently
• requires a lot of solution-focused thinking
• collaboration with others and the family/client is key to transitioning
• transitioning from doing things with your caseworker to doing them individually and on your own

Question 19

process you go through as a case manager

Answer 19

1. intake
2. assessment
3. plan
4. goals
5. intervention
6. monitor
7. evaluate and reassessment
8. transition