Fundamentals of Case Management Practice Skills for the Human Services

by Summers, Nancy

• ISBN13: 9780534511678
• ISBN10: 0534511678
• Edition: 2nd
• Format: Paperback
• Copyright: 2005-02-23
• Publisher: Brooks Cole

Summary

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.

Table of Contents

Section 1 Foundations for Best Practice in Case Management
Ethics and Other Professional Responsibilities for Human Service Workers	1	(36)
Introduction	1	(1)
Dual Relationships	2	(3)
Value Conflicts	5	(4)
Clients' Rights	9	(9)
Privileged Communication	18	(3)
Diagnostic Labeling	21	(1)
Involuntary Commitment	21	(2)
Ethical Responsibility	23	(3)
Competence	26	(1)
Responsibility to Your Colleagues and the Profession	26	(1)
Professional Responsibility	27	(1)
Summary	28	(1)
Exercises: Ethics	29	(2)
Exercises: Ethically, What Went Wrong?	31	(6)
Case Management: Definition and Responsibilities	37	(21)
Introduction	37	(1)
Why Case Management?	38	(1)
What Is an Individualized Plan?	38	(2)
Assessment	40	(1)
Planning	41	(3)
Linking	44	(1)
Monitoring	45	(1)
Levels of Case Management	45	(3)
Separating Case Management from Therapy	48	(1)
Case Management in Provider Agencies	49	(1)
Managed Care and Case Management	50	(1)
Underlying Principles: Hope and Self-Determination	51	(2)
Summary	53	(1)
Exercises: Case Management	53	(5)
Applying the Ecological Model: A Theoretical Foundation for Human Services	58	(13)
Introduction	58	(1)
Seeking a Balanced View of the Client	59	(2)
The Three Levels	61	(1)
Looking at What the Person Brings	61	(1)
Looking at What the Context Brings	62	(1)
Developmental Transitions	63	(1)
Developing the Interventions	64	(1)
Larger Interventions	65	(1)
Summary	66	(1)
Exercises: Looking at Florence's Problem on Three Levels	66	(2)
Exercises: Designing Three Levels of Intervention	68	(3)
Section 2 Useful Clarifications and Attitudes
Cultural Competence	71	(22)
Introduction	71	(1)
Where Are the Differences?	72	(2)
Strangers	74	(1)
Anxiety and Uncertainty	75	(2)
Thoughtless versus Thoughtful Communication	77	(3)
Dimensions of Culture	80	(6)
Obstacles to Understanding	86	(2)
Competence	88	(2)
Summary	90	(1)
Exercises: Testing Your Cultural Competence	90	(3)
Examining Attitudes and Perceptions	93	(17)
Introduction	93	(1)
Basic Helping Attitudes	94	(4)
Reality	98	(1)
Discouragement	98	(1)
Ways to Motivate and Encourage	99	(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