Case Management Techniques

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Case Management Techniques

• Tools of the Trade

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Case Management Techniques

• Time Management
• What is time management?
• Time Management is about knowing where you want
  to go and getting yourself organized enough to
  get there.

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Case Management Techniques

• Time Management
• This is not just a case manager issue, but a RWB
  issue as well
• Does the RWB allow customers to stop in at any
  time and see his or her case manager without an
  appointment?
• If so, it may be difficult for case managers in
  your area to effectively manage his or her cases

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Case Management Techniques

• Time Management
• What are strategies that can eliminate this type
  of strain on case managers?
• Have an on-call worker for emergencies
• If its not an emergency, the on-call worker can
  schedule another appointment when the customers
  case manager is available
• Rover case manager
• Create a walk-in calendar for the front desk to
  use. Each case manager places one walk-in
  appointment slot on the calendar for staff at the
  front desk to schedule appointments

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Case Management Techniques

• Time Management
• Three important elements of time management are
  
• Planning
• Prioritizing
• Scheduling

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Case Management Techniques

• Time Management
• Planning
• Plan time to review case-to-dos
• Longer appointments in the mornings
• First appointment
• Initial assessment review/IRP
• Shorter appointments in the afternoon
• Collecting documentation
• Updating steps to self-sufficiency

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Case Management Techniques

• Time Management
• Prioritizing
• Whats more important?
• First appointment
• Initial assessment review/IRP
• Shorter appointments in the afternoon
• Collecting documentation support services
• Updating steps to self-sufficiency

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Case Management Technique

• Time Management
• Prioritizing your caseload
• Making Case Management Work Empowering people of
  change by Dr. Beverly Ford
• Three levels of readiness

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Case Management Technique

• Time Management
• By dividing your caseload into one of the three
  levels of readiness can help you, as a case
  manager, better assist your participant
• Levels of Readiness
• Level I- Can the participant be job ready within
  the next six months
• Level II- Can the participant be job ready in
  less than a year
• Level III- It will take the participant more than
  a year to become job ready

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Case Management Techniques

• Time Management
• Scheduling
• Schedule appointments that allow time to discuss
• Issues that may hinder participation
• Customer concerns
• Allow time to
• Enter data and case notes
• Put participants case file away

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Case Management Techniques

• What are some effective time management tools?
• Outlook calendar
• Other appointment tracking software
• PIM One

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Longer appointments in the morning
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Case Management Techniques

• Outlook
• Outlook may also be used to
• Track pre-penalties
• Track three days for good cause if a 2nd failure
  has occurred within 30 days
• Keep record of if the participant showed for the
  appointment or not
• Color coding missed appointments

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Case Management Techniques

• PIM One

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Case Management Techniques

• What is PIM One?
• PIM One looks like an electronic day planner
• Organizational tabs
• Users can set appointments
• Set tasks or to-dos
• Has password protect ability
• Provides interval reminders at your specification

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Case Management Techniques

• Organization
• Filing and Scanning
• Whos responsible for filing/scanning documents?
• Is each case manager responsible for filing
  documentation?
• Is there another person responsible for filing?
• How soon after documentation is received is it
  required to be placed in the file or scanned?

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Case Management Techniques

• Organization
• Touch Only Once Rule
• Complete all tasks on the case when you meet with
  the participant
• Documentation
• Data entry
• Case notes
• Put it away

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Case Management Techniques

• Organization
• Filing and Scanning
• Is there a checks and balance system to ensure
  that all documents are scanned correctly?
• Does staff check to make sure the wrong side of
  the document has not been scanned?
• Do they check to see if both sides of a
  double-sided document has been scanned?

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Case Management Techniques

• Organization
• Data Entry
• Are case managers responsible for data entry or
  is another staff member responsible for all data
  entry?
• If data entry staff are entering data in OSST,
  who follows up on the case to ensure that the
  participant is in compliance?
• How soon after receiving documentation must data
  be entered?
• Who checks and verifies the accuracy of the data
  entered?

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Case Management Techniques

• Organization
• Setting Reminders (OSST To-Dos)
• Using OSST To-Dos is an effective way to remind
  yourself of
• Activity start dates
• Documentation due dates
• Activity end dates

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Case Management Techniques

• Entering a Case To-Do
• Start by looking at the participants activity
• Look at the participants IRP
• Look at steps to self-sufficiency
• Based on information you will enter reminders
  pertinent to the participants case

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Start off by going into the participants case.
Click on Case To-Dos on the left navigation
tool
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Choose what type of alert you want to display.
Here we chose Special Alert
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Enter the date you want the alert to generate and
the participants requirement.
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Case Management Techniques

• Communication
• How effective is your communication?

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Case Management Techniques

• Communication
• Use customer friendly language
• Avoid jargon
• Dont assume that something is obvious
• Ask customer to recap discussion
• Clarify and correct, when appropriate

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Case Management Techniques

• Accountability
• Holding participants accountable
• Appointment letters
• JPR Reminders and Reminder Notices
• Time sheets
• IRP

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Case Management Techniques

• Summary
• Have a system and keep it simple
• Train staff on system
• Every day needs a plan of action
• Plan
• Update your calendar and create a to-do list
• Prioritize
• Divide tasks into high and secondary priorities
• Schedule
• Try your schedule and update it to fit your needs

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Case Management Techniques

• Summary
• Communication
• Train staff on communication
• Both written and verbal communication

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Reference

• Ford, B.(2002). Making case management work
  Empowering people for change. Macon, GA ASM
  Associates

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Case Management Techniques

• Questions?
• Please contact the Welfare Transition Team at
  1-866-352-2345.
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