WHAT DOES A CASE MANAGER DO?
Published: May 26, 2025 - The Case Manager provides coordinated support services to assist individuals in achieving their health, social, and personal goals. This role involves developing personalized care plans, monitoring client progress, and facilitating access to essential community resources. The manager ensures high-quality service delivery through effective collaboration, thorough documentation, and adherence to ethical and professional standards.
A Review of Professional Skills and Functions for Case Manager
1. Case Manager Duties
- Information Collection: Identification and obtainment of information needed by the Center staff to assess the child’s specific services and issues
- Data Management: Data entry into RedCap, review, revise, and update child case information
- Information Sharing: Provision of information to DSS staff and contractors as identified by DSS regarding a child’s specific issues/needs in person, over the phone/WebEx or via telehealth
- Provider Coordination: Coordination with other health providers and insurance companies including but not limited to Medicaid managed care organizations
- System Knowledge: Maintain knowledge of MO’s child welfare and mental health systems
- Trend Reporting: Identification and reporting of trends and issues to the Coordinator
2. Case Manager Details
- Case Management: Providing case management support to individuals through the TSA case management models and standards of practice
- Relationship Building: Establishing relationships with individuals who access the service that encourage self-determination and participation
- Case Planning: Conduct individual case planning in collaboration with the individual including a range of interventions that address the needs or goals of the individual, as well as barriers to achieving those
- Plan Implementation: Implement case plans with active individual participation
- Service Access: Assist individuals in accessing support services and establishing community supports, and provide advocacy for the person with service providers
- Progress Review: Regularly review progress and outcomes with the person of individual case plans and take action to ensure the plan continues to meet the person's needs or goals
- Risk Identification: Identify risks to individuals, staff and TSA and address or bring to the attention of the Team Leader
- Service Improvement: Identify service gaps and recommend service delivery improvements
3. Case Manager Responsibilities
- Order Supervision: Ensure supervision of community-based order conditions by legislation and operating practice guidelines
- Offender Interaction: Undertake direct interaction with offenders regarding the resolution of issues pertaining to reporting requirements and their ability to comply with order conditions
- Governance Compliance: Understand and execute responsibilities by governance mechanisms to deliver compliance and support business improvement
- Drug Testing: Conduct drug testing of offenders and maintain accurate statistics
- Risk Response: Identify and respond appropriately to risks arising from offender management
- Community Engagement: Develop productive relationships with service providers and the community generally to enhance the community's regard for probation and parole services
4. Case Manager Job Summary
- Caseload Management: Manage a case load of clients with complex and clinical care needs
- Clinical Collaboration: Work alongside clinical leads (RGN) and Specialist Care Manager to ensure positive outcomes
- Rota Coordination: Support the coordinator(s) to manage weekly rotas, manage carer sickness and annual leave effectively
- Package Mobilisation: Take the lead on the mobilisation of new packages, ensuring a regular and complete rota is established
- Staff Allocation: Allocating care workers with the right skills and experience to deliver the best quality care and support to each client, with regular upskilling of carers
- System Accuracy: Ensure that all customers are correctly allocated on the rostering system and call times reflect the care package
- Care Communication: Advise care staff of new care packages, liaising with the Field/Clinical team to ensure that care plans are completed within agreed timescales
- Recruitment Liaison: Liaise with the recruitment team to ensure that the office has enough suitably qualified care staff to meet the branch care requirements
- Quality Oversight: Work with the Specialist Care Manager to ensure all aspects of quality are delivered to the highest standards, overseeing and escalating any training, supervision needs
- Task Prioritisation: Deal with all daily tasks that might arise and prioritise ensuring strong communication at all times
- Team Leadership: Provide support to the Specialist Care Manager and clear leadership to Support Workers
- Accounts Coordination: Build a strong working relationship with accounts to ensure invoicing and career pay is accurate and support with rectifying any concerns
- Stakeholder Engagement: Establish strong working relationships with all key stakeholders, including commissioning teams, Safeguarding Teams, social workers, procurement, District Nurses, OT's and PTs
- Brand Awareness: Take an active role in building brand awareness with quality at the forefront
- Regulation Knowledge: Conversant with the Care Standards Act 2014 and legislation governing the service and other regulations concerning the provision of domiciliary care
5. Case Manager Accountabilities
- Crisis Counseling: Performing effective crisis intervention and counseling
- Work Prioritization: Organizing own work, setting priorities and meeting critical deadlines
- Plan Evaluation: Reviewing and evaluating transition plans and providing constructive recommendations
- Situation Analysis: Assessing and analyzing member situations and developing and implementing effective recommendations
- Regulation Interpretation: Interpreting, applying and explaining applicable laws, codes and regulations
- Independent Judgment: Using initiative and independent judgment within established procedural guidelines
- Report Writing: Preparing clear and concise reports, correspondence and other written materials
- Conflict Communication: Working successfully with a variety of individuals from various socioeconomic, ethnic and cultural backgrounds, in person and over the telephone, often where relations may be confrontational or strained
- Effective Communication: Communicating effectively in oral and written forms
- Team Contribution: Contributing effectively to the accomplishment of team or work unit goals, objectives and activities