Rent 9780534511678 | Fundamentals of Case Management Practice : Skills for the Human Services

Summary Table of Contents

This practical, "how-to" workbook is designed to prepare students to walk away from the classroom into a social service setting and be able to function competently in the most basic skills, decisions, and discussions. Nancy Summers presents a step-by-step case management procedure that takes students from intake to termination by providing clear directions for each step in the process, practical "how to" tips, and using practice scenarios taken from real case management situations. The workbook includes actual agency forms providing students wi... MOREth the opportunity to practice using forms similar to those they will use in agencies.

Part I: FOUNDATIONS FOR BEST PRACTICE IN CASE MANAGEMENT. 1. Ethics and Other Professional Responsibilities for Human Service Workers. 2. Case Management: Definition and Responsibilities. 3. Applying the Ecological Model: A Theoretical Foundation for Human Services. Part II: USEFUL CLARIFICATIONS AND ATTITUDES. 4. Cultural Competence. 5. Examining Attitudes and Perceptions. 6. Seeing Yourself as a Separate Person. 7. Clarifying Who Owns the Problem. Part III: EFFECTIVE COMMUNICATION. 8. Identifying Good Responses and Poor Responses. 9. Listening and Responding. 10. Asking Questions. 11. Bringing up Difficult Issues. 12. Addressing and Disarming Anger. 13. Putting It All Together. 14. The Effective Combination of Skills. Part IV: MEETING CLIENTS AND ASSESSING THEIR STRENGTHS AND NEEDS. 15. Documenting Initial Inquiries. 16. The First Interview. 17. Social Histories and Assessment Forms. 18. Using the DSM. 19. The Mental Status Exam. 20. Receiving and Releasing Information. Part V: DEVELOPING A PLAN WITH THE CLIENT. 21. Developing a Service Plan. 22. Preparing for Service Planning Conference or Disposition Planning Meeting. 23. Making the Referral and Assembling the Record. Part VI: MONITORING SERVICES AND FOLLOWING THE CLIENT. 24. Documentation and Recording. 25. Monitoring the Services or Treatment. 26. Developing Goals and Objectives at the Provider Agency. 27. Terminating the Case. Appendix. Wildwood Case Management Unit Forms. References and Reading List. Index.

Become an effective case manager with FUNDAMENTALS OF CASE MANAGEMENT PRACTICE! This practical, ?how-to? workbook gives you the practice and information you need to be able to function competently in a social service setting. A step-by-step case management procedure takes you from intake to termination, providing clear directions for each step in the process, practical tips, and practice scenarios taken from real case management situations. The workbook includes actual agency forms that provide with the opportunity to practice using forms similar to those you will use on the job.

Section 1 Foundations for Best Practice in Case Management

Ethics and Other Professional Responsibilities for Human Service Workers

(36)

... MORE

Introduction

(1)

Dual Relationships

(3)

Value Conflicts

(4)

Clients' Rights

(9)

Privileged Communication

(3)

Diagnostic Labeling

(1)

Involuntary Commitment

(2)

Ethical Responsibility

(3)

Competence

(1)

Responsibility to Your Colleagues and the Profession

(1)

Professional Responsibility

(1)

Summary

(1)

Exercises: Ethics

(2)

Exercises: Ethically, What Went Wrong?

(6)

Case Management: Definition and Responsibilities

(21)

Introduction

(1)

Why Case Management?

(1)

What Is an Individualized Plan?

(2)

Assessment

(1)

Planning

(3)

Linking

(1)

Monitoring

(1)

Levels of Case Management

(3)

Separating Case Management from Therapy

(1)

Case Management in Provider Agencies

(1)

Managed Care and Case Management

(1)

Underlying Principles: Hope and Self-Determination

(2)

Summary

(1)

Exercises: Case Management

(5)

Applying the Ecological Model: A Theoretical Foundation for Human Services

(13)

Introduction

(1)

Seeking a Balanced View of the Client

(2)

The Three Levels

(1)

Looking at What the Person Brings

(1)

Looking at What the Context Brings

(1)

Developmental Transitions

(1)

Developing the Interventions

(1)

Larger Interventions

(1)

Summary

(1)

Exercises: Looking at Florence's Problem on Three Levels

(2)

Exercises: Designing Three Levels of Intervention

(3)

Section 2 Useful Clarifications and Attitudes

Cultural Competence

(22)

Introduction

(1)

Where Are the Differences?

(2)

Strangers

(1)

Anxiety and Uncertainty

(2)

Thoughtless versus Thoughtful Communication

(3)

Dimensions of Culture

(6)

Obstacles to Understanding

(2)

Competence

(2)

Summary

(1)

Exercises: Testing Your Cultural Competence

(3)

Examining Attitudes and Perceptions

(17)

Introduction

(1)

Basic Helping Attitudes

(4)

Reality

(1)

Discouragement

(1)

Ways to Motivate and Encourage

(2)

How Clients Are Discouraged

101

(4)

Summary

105

(1)

Exercises: Demonstrating Warmth, Genuineness, and Empathy

105

(4)

Exercises: Recognizing the Difference---Encouragement or Discouragement

109

(1)

Seeing Yourself as a Separate Person

110

(7)

Introduction

110

(1)

Seeing Yourself and the Client as Completely Separate Individuals

110

(2)

Poor Assumptions

112

(1)

Transference and Countertransference

112

(1)

Summary

113

(1)

Exercises: Blurred Boundaries

114

(3)

Clarifying Who Owns the Problem

117

(11)

Introduction

117

(1)

If the Client Owns the Problem

118

(3)

If You Own the Problem

121

(1)

If You Both Own the Problem

122

(1)

Summary

123

(1)

Exercises: Who Owns the Problem?

123

(2)

Exercises: Making the Strategic Decision

125

(3)

Section 3 Effective Communication

Identifying Good Responses and Poor Responses

128

(14)

Introduction

128

(1)

The Twelve Roadblocks to Communication

129

(4)

Useful Responses

133

(6)

Summary

139

(1)

Exercises: Identifying Roadblocks

140

(2)

Listening and Responding

142

(17)

Introduction

142

(1)

Defining Reflective Listening

143

(1)

Responding to Feelings

143

(4)

Responding to Content

147

(2)

Positive Reasons for Reflective Listening

149

(1)

Points to Remember

150

(1)

Summary

151

(1)

Exercises: How Many Feelings Can You Name?

151

(1)

Exercises: Finding the Right Feeling

152

(1)

Exercises: Reflective Listening Exercises

153

(6)

Asking Questions

159

(13)

Introduction

159

(1)

When Questions Are Important

160

(1)

Closed Questions

160

(1)

Open Questions

161

(1)

Questions That Make the Client Feel Uncomfortable

162

(2)

A Formula for Asking Open Questions

164

(1)

Summary

164

(1)

Exercises: What Is Wrong with These Questions?

165

(2)

Exercises: Which Question Is Better?

167

(1)

Exercises: Opening Closed Questions

167

(3)

Exercises: Try Asking Questions

170

(2)

Bringing Up Difficult Issues

172

(16)

Introduction

172

(1)

When to Use Confrontation

173

(1)

The ``I'' Message in Confrontation

174

(1)

The Rules for Confrontation

175

(4)

Asking Permission to Share Ideas

179

(1)

Confronting Collaterals

180

(1)

On Not Becoming Overbearing

181

(1)

Summary

182

(1)

Exercises: What Is Wrong Here?

182

(2)

Exercises: Expressing Your Concern

184

(2)

Exercises: Expressing a Stronger Message

186

(2)

Addressing and Disarming Anger

188

(12)

Introduction

188

(1)

Common Reasons for Anger

188

(1)

Why Disarming Anger Is Important

189

(1)

Avoiding the Number One Mistake

190

(1)

Erroneous Expectations for Perfect Communication

191

(1)

The Four-Step Process

192

(2)

What You Do Not Want to Do

194

(2)

Look for Useful Information

196

(1)

Managing an Angry Outburst

196

(1)

Summary

197

(1)

Exercises: Initial Responses to Anger

197

(1)

Exercises: Practicing Disarming

198

(2)

The Effective Combination of Skills

200

(15)

Introduction

200

(1)

Combining Skills and Attitudes

201

(1)

When People Change

202

(1)

Trapping the Client

203

(1)

Using Your Skills to Help People Change

204

(5)

From Adversarial to Collaborative

209

(2)

Case Manager Traps

211

(3)

Summary

214

(1)

Putting It All Together

215

(7)

Introduction

215

(1)

Exercises: Putting It All Together

215

(7)

Section 4 Meeting Clients and Assessing Their Strengths and Needs

Documenting Initial Inquiries

222

(9)

Introduction

222

(1)

Guidelines for Filling Out Forms

223

(1)

Steps for Filling Out the New Referral or Inquiry Form

223

(3)

Steps for Preparing the Verification of Appointment Form

226

(2)

Summary

228

(1)

Exercises: Intake of a Middle-Aged Adult

229

(1)

Exercises: Intake of a Child

229

(1)

Exercises: Intake of an Infirm, Older Person

229

(2)

The First Interview

231

(8)

Introduction

231

(1)

Your Role

232

(1)

The Client's Understanding

232

(1)

Preparing for the First Interview

232

(1)

Your Office

233

(1)

Meeting the Client

234

(1)

Taking Notes

235

(1)

Collecting the Information

235

(1)

Asking for More Clarification

235

(1)

What Information to Collect

236

(1)

Client Expectations

237

(1)

Social Histories and Forms

237

(1)

Wrapping Up

237

(1)

The Client Leaves

238

(1)

Summary

238

(1)

Social Histories and Assessment Forms

239

(19)

Introduction

239

(1)

What Is a Social History?

240

(1)

Layout of the Social History

240

(1)

How to Ask What You Need to Know

241

(6)

Capturing the Details

247

(1)

Who Took the Social History

248

(3)

Social Histories in Other Settings

251

(1)

Using an Assessment Form

252

(1)

The Next Step

253

(1)

Summary

254

(1)

Exercises: Practice with Social Histories

254

(1)

Exercises: Assessment of a Middle-Aged Adult

255

(1)

Exercises: Assessment of a Child

255

(1)

Exercises: Assessment of an Infirm, Older Person

256

(1)

Exercises: Creating a File

257

(1)

Using the DSM

258

(18)

Introduction

258

(2)

Background Information

260

(4)

Using the DSM

264

(5)

Making the Code

269

(3)

Summary

272

(1)

Exercises: Using the DSM

272

(4)

The Mental Status Examination

276

(22)

Introduction

276

(1)

What to Observe

277

(1)

How to Observe

277

(1)

Documenting Your Observations

277

(2)

Mental Status Examination Outline

279

(16)

Summary

295

(1)

Exercises: Using the MSE Vocabulary

295

(3)

Receiving and Releasing Information

298

(7)

Introduction

298

(1)

Sending for Information

298

(1)

If You Release Information

298

(1)

Directions for Using Release Forms

299

(2)

Examples of the Release Forms

301

(1)

When the Client Wants You to Release Information

301

(1)

When the Material Is Received

301

(3)

Summary

304

(1)

Exercises: Intake of a Middle-Aged Adult

304

(1)

Exercises: Intake of a Child

304

(1)

Exercises: Intake of a Frail, Older Person

304

(1)

Exercises: Maintaining Your Charts

304

(1)

Section 5 Developing a Plan with the Client

Developing a Service Plan at the Case Management Unit

305

(11)

Introduction

305

(1)

Using the Assessment

306

(1)

Creating the Treatment or Service Plan

307

(1)

Involving the Client and the Family

308

(1)

How to Identify the Client's Strengths

309

(1)

Individualized Planning

310

(1)

Sample Goal Plan

311

(3)

Summary

314

(1)

Exercises: Broad Goal Planning

314

(2)

Preparing for Service Planning Conference or Disposition Planning Meeting

316

(8)

Introduction

316

(1)

What You Will Need to Bring to the Meeting

317

(1)

Goals for the Meeting

317

(1)

Preparing to Present Your Case

318

(1)

Making the Presentation

319

(2)

Collaboration

321

(1)

Follow-Up to Meeting

321

(1)

Summary

322

(1)

Exercises: Planning

322

(2)

Making the Referral and Assembling the Record

324

(7)

Introduction

324

(1)

Determining Dates

325

(1)

Sample Referral Notification Form

326

(1)

The Face Sheet

326

(3)

Summary

329

(1)

Exercises: Assembling the Record

330

(1)

Documentation and Recording

331

(18)

Introduction

331

(1)

Writing Contact Notes

332

(1)

Labeling the Contact

333

(1)

Documenting Service Monitoring

333

(1)

Documentation: The Finishing Touches

334

(3)

Government Requirements

337

(1)

Do Not Be Judgmental

338

(1)

Distinguish between Facts and Impressions

339

(1)

Give a Balanced Picture of Your Client

339

(1)

Provide Evidence of Agreement

339

(1)

Making Changes to the Plan

339

(1)

Summary

340

(1)

Exercises: Recording Your Meeting with the Client

340

(1)

Exercises: Recording a Client Contact

340

(7)

Exercises: Using Government Guidelines to Correct Errors

347

(1)

Exercises: Spotting Recording Errors

348

(1)

Section 6 Monitoring Services and Following the Client

Monitoring the Services or Treatment

349

(6)

Introduction

349

(1)

What Is Monitoring?

350

(1)

Purpose of Monitoring

350

(2)

Collaboration

352

(1)

Leave the Office

352

(1)

Summary

353

(2)

Developing Goals and Objectives at the Provider Agency

355

(11)

Introduction

355

(1)

Expect Positive Outcomes

356

(1)

Writing the Goals

357

(1)

Objectives

357

(1)

Combining Goals and Treatment Objectives

357

(2)

Finishing Touches

359

(2)

Client Participation/Collaboration

361

(1)

Summary

361

(2)

Exercises: Developing Goals and Objectives

363

(3)

Terminating the Case

366

(8)

Introduction

366

(1)

A Successful Termination

367

(1)

The Discharge Summary

368

(4)

Summary

372

(1)

Exercises: Termination of a Middle-Aged Adult

372

(1)

Exercises: Termination of a Child

372

(1)

Exercises: Termination of a Frail, Older Person

372

(2)

Appendix Wildwood Case Management Unit Forms

374

(21)

Face Sheet

375

(1)

New Referral or Inquiry

376

(1)

Verification of Appointment

377

(1)

Request/Release of Information

378

(1)

Release of HIV--Related Information

379

(1)

Intake Assessment Form

380

(7)

Planning Conference Notes

387

(1)

Treatment or Goal Plan

388

(2)

Referral Notification Form

390

(1)

Contact Notes

391

(1)

Contact Notes for Children

392

(1)

Discharge Summary

393

(2)

References

395

(1)

Index

396

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