Case Management

Interviews
Learning Team A
Victoria Portillo, Yadira Romero &
Mayra Wilson
BSHS 401/ Case Management
May 30, 2013
Professor Cheryl J. Babb, L.C.S.W.

Agenda
Define: Case Management
10 Reasons to Love Case Management - Video
Interviews 1-3
Case Management
Interpersonal Skills
Case Management Approach
Intervention and Resource Experiences
Self-Care and Continued Growth
Highlights
Summary
References
Feedback
Define: Case Management
According to the National Standards of
Practice for Case Management, it is defined
as a collaborative process of assessment,
planning, facilitation, and advocacy for
options and services to meet an individuals
holistic needs trough communication and
available resources to promote quality cost
effective outcomes (Case Management,
2009).
Case Management Top 10
(Video)
http://youtu.be/gj9InBPfrG0?t=1m50s
Interview #1:
Marriage and Family Therapist Intern
(MFT)/ Case Manager
Case Management
Regular work hours.
As well as on call during
designated weekends.
Emergency situations
Availability
7:30am-
4pm
Schedule
Monday-Friday
Hours
Interpersonal Skills
How do you maintain cultural sensitivity with a client
as a case manager when you are from completely
different backgrounds? Can you provide an example of
a similar situation you have experienced as a case
manager?

Response
Experience
CE opportunities
Supervision
Example:
Sexual orientation- awareness of issues (STDs, relationship
concerns, and discrimination)

(A. Jeffrey, Personal Communication, May 25, 2013)

Case Management Approach
What vulnerable populations do you work with as
a case manager? Discuss specific challenges and
characteristics in working with these populations

Response
Clients with Co-occurring disorders

Challenges:
Treatment plans for both substance abuse and a mental disorder proves
challenging
Characteristics:
Conservator/family enabling or no support
History of Substance abuse in the family cycle
Previous hospitalization history
Possible history of foster care

(A. Jeffrey, Personal Communication, May 25, 2013)
Intervention and Resource Experiences
What is the toughest case you have had
and why?

Response
A client that was involved in a car accident-
resulted in a severe brain injury
Anger Management
Substance Abuse
Unresolved issues
Non-compliance
(A. Jeffrey, Personal Communication, May 25, 2013)
Self-care and Continued Growth
What are some strategies that you incorporate into
your lifestyle to maintain a positive well-being?

Response
Keeping the size of my Faith house at a Mansion
Participate in regular therapy sessions
Keeping my body in shape
Good eating habits



(A. Jeffrey, Personal Communication, May 25, 2013)
HIGHLIGHTS
Faith based
High standards for self and clients
Integrate different resources and
therapies
Is it hard to separate
your own values from
those of your clients in
order to be objective
and effective as a
case manager?
Think outside the box when it
comes to treatment
Any advice for Human
Service Students?
Interview #2:
Case Management Nurse


A case management nurse (CMN) is a
nurse whose job is to coordinate
continuum of care in all areas. CMNs
make sure a patient receives the most
efficient and effective care while containing
cost.

Case Management
Case Management


As a case management nurse I need to
communicate with doctors, specialists about a
patient's care needs, make sure the appropriate tests,
and treatments are delivered in a timely fashion. The
doctors and specialists have my pager number and
they can reach me anytime if they have a question
about a patient that I referred to them. The patient can
always called my office or ask the operator to page
me (Personal communication, May 27, 2013).



Interpersonal Skills


Helping patients understand their current health
issues, what they can do about them, and why the
treatments prescribed are important. In this way, we
are enabling our clients to achieve goals more
effectively and efficiently (Personal communication,
May 27, 2013).



Case Management Approach
COMPASSION
INTEGRITY
EXCELLENCE
FREEDOM
JUSTICE
PURITY/SELF-CONTROL
HUMILITY
(About Loma Linda, 2013)

According to Carol Gibbs she states, No. Here at the hospital we live and
work by our values and the institutions values but always keeping in mind the
patients health and needs (Personal communication, May 27, 2013).

Intervention and Resource
Experiences in Case Management

What you are trying to do is great, I think the best job
in this world is the one where you can help people
and make a difference in their lives. Dont get burnout
you are only human and wont be able to save
everyone, be happy that you are doing what you can
to help your patient or client and always believe that
even though you dont see any changes now that
does not mean you didnt reach them or help them
(Personal communication, May 27, 2013).


Self-Care and Continued Growth

Prayers, I pray a lot, and I always do the best I can,
and as I mention before dont get discourage if you
dont see change right away, sometimes change
takes time and you dont always see it, but always
know that you are making a difference (Personal
communication, May 27, 2013).


HIGHLIGHTS
Patient care is what Case
Management is all about.
Making sure their client or
patient get the best in a
timely manner
Never give up, keep in mind
that sometimes you dont see
change immediately, but
know that you made a
change in the clients or
patients life.
Interview #3:
Therapeutic Behavior Services Coach
(TBS Coach)

Case Management


TBS Coach was asked:
What are the education and training requirements
for your position? What skills are required?

Response
According to the TBS Coach A bachelor degree in
Psychology or Human Services is required, and at
least 2 years of experience in the mental health
field. For entry level employees referral is needed
(personal communication, May 20, 2013).



Interpersonal Skills

TBS Coach was asked:
Can you provide an example of how you successfully used
motivation or confrontation when working with challenging
clients?

Response with example
The TBS Coach had a case where the program was receiving
a weekly phone calls from school regarding a child with
aggression issues (Betzey Quintanilla, personal
communication, May 20, 2013).

In order to help correct the childs behavior the coach created
an incentive, for the child, to minimize the calls received the
from school. If he or she was to get 0-1 phone calls a week
he or she received the incentive (Betzey Quintanilla, personal
communication, May 20, 2013).



Case Management Approach

TBS Coach was asked:
How do you build rapport with a new client? Can you provide an
example of how you have been able to build rapport and establish a
positive relationship with clients who have a hard time with trust?

Response
One needs to know who the client is. For instance if working with
boys it is important to try to relate to build rapport and one can do so
by asking them questions on subjects they may like, such as sports or
favorite basket ball player (Betzey Quintanilla, personal
communication, May 20, 2013).


During intake the TBS Coach will ask questions regarding their
favorite player or anything she thinks that will be of interest to the
child. Also it is important not to ask very personal questions, but ask
general questions that will help build trust
(Betzey Quintanilla, personal communication, May 20, 2013).



Intervention and Resource
Experiences in Case Management

TBS coach was asked:
Do you have any advice for human service
students?

Response
According to the TBS Coach Ask a lot of questions
as an intern. Have some experience before going for
a master degree. Get work experience to see if you
like the pay. It is different once one has a family
(personal communication, May 20, 2013).


Self-Care and Continued Growth

TBS coach was asked:
How do you manage stress and take care of yourself to prevent burnout?

Response
According to the TBS Coach I do deep breathing, relaxation techniques, and
self-care, such as I come home and do something for myself like take a nap
or exercise for 10 minutes (personal communication, May 20, 2013).

TBS coach was asked:
What are some strategies that you incorporate into your lifestyle to maintain a
positive well-being?

Response
According to the TBS Coach I spend time with the family. It keeps me going.
Ive had to learn to leave work at work. Oh.. and eat healthy (personal
communication, May 20, 2013).

HIGHLIGHTS
TBS Coaches
have a difficult
job. However, it
is rewarding and
the behavior
therapy makes a
substantial
difference in a
childs life.
TBS Coaches
work
independently
with little
supervision.
Summary
Why is Case Management so important?
Empowering clients to make the
important decisions about their
treatment.
What have you learned?
Top 10 Refresher
MFT- CMN- TBS
Highlights


References

About - Loma Linda University Core Values." Loma Linda University. N.p., n.d. Web.
27 May 2013. <http://www.llu.edu/central/values.page?>.

What is Case Management? (2009). Retrieved May 28, 2013, from Case
Management Society of Australia: National Standards of Practice. http://www.
cmsa.org.au/definition.html






Questions/Feedback