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What They Don’t Teach You in Case Manager School

 
I have been a case manager, supervised case managers, and I have trained my fair share of them. My heart goes out to the case manager because for many workforce development programs and other human service programs, they are the front line of service.
 
The job title of case manager should say it all.  There is a person, the “manager,” that manages another person, or the “case.” Right? Wrong! Many rookie case managers find that the “case” is actually managing the “manager.” Forget program or demographics of the cases they are managing, all first time case managers run into the same thing. Usually within the first week of performing case management, they meet someone on the case load that “schools” them. This person is a professional case. He is demanding, and although, he has never been a case manager, he knows more about the job than the case manager does. Not only does he know the job, he is going to tell the rookie what to do, what he wants, and what to give him.

 So what is a rookie case manager to do?

 
  • Understand that everything you learned in training about the mechanics, technical details, process, and requirements of programs can go out the window in a second if you are not prepared. Take a moment to review case history and files before you meet someone for the first time. This is the same for new cases and ongoing cases you are inheriting.

  • When you meet the client, take a moment to get to know him and ask questions based on what you have read in the file. For example, “I read the notes on your case and I see you are attending Adult Education to get your GED. How is that going?” Taking the moment to establish rapport (even if it lengthens the appointment) goes a long way to gaining rapport and trust.

  • Schedule some extra time before and after the appointment to allow enough time to prepare for the appointment and to make sure that you have completed all the necessary steps at the end of the appointment. This will help with the next point, organization, which makes a huge difference in the success of a person.

  • Get and stay organized. Have all necessary materials, paperwork, and files ready before you meet with a person for the first time. After the meeting is complete, take a moment to arrange all the materials in the correct spot, make any notes, complete any necessary computer processes, and submit any necessary referrals. Complete everything for one case before moving on to the next. 

  •  Have someone to assist. As part of training, a rookie case manager may be observed for initial appointments, but even after that is completed, have an individual- either a supervisor or a more experienced case manager- to be able to run scenarios by, ask unexpected questions, or to case conference with.
 
Whether you are a rookie case manager or oversee rookie case managers, it is important to be patient. Over time, the meeting with go smoother and will not look or feel awkward.  With experience brings confidence. The ultimate key to success as a case manager is being confident in the skills and ability to case manage, but this can only be gained with experience.

If anyone has any other tips that are not taught in case manager school, feel free to leave a comment or send me an email at kcirincione@gmail.com. Thank you for reading. Good Luck to all the rookie case managers out there! ~ Karen Cirincione

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