Generalist Case Management, 5e
Marianne Woodside & Tricia McClam
A Method of Human Service Delivery
Generalist
Case Management
F I F T H E D I T I O N
Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN XXXXXXXXXX
F i F t h E d i t i o n
Generalist
Case Management
Marianne Woodside
Tricia McClam
University of Tennessee
A Method of Human Service Delivery
Australia ● Brazil ● Mexico ● Singapore ● United Kingdom ● United States
Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN XXXXXXXXXX
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Generalist Case Management: A Method of
Human Service Delivery, 5th Edition
Marianne Woodside and Tricia McClam
Product Director: Marta Lee-Pe
iard
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About the Authors
Together, Marianne Woodside and Tricia McClam have more than 60 years of experience in human
service education, as well as many years working as practitioners in education, counseling, and
vocational rehabilitation. Cu
ently, they both hold the rank of Professor Emerita in the Department
of Educational Psychology and Counseling in the College of Education, Health, and Human Sciences
at the University of Tennessee. They are committed to research in teaching and learning in the human
services and are the authors of several other texts, including Introduction to Human Services; An
Introduction to Human Services: Cases and Applications; The Helping Process: Assessment to Termination;
and Interviewing: What Students Want to Know.
dedication
We dedicate this text to the colleagues, students, and practitioners who are committed to helping
clients improve their lives.
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Brief Contents
Part 1 introduction to Case Management
1 introduction to Case Management 2
2 historical Perspectives on Case Management 40
3 Methods of delivering Case Management Services 70
4 Ethical and Legal Perspectives 106
5 Working with diverse Populations 145
Part 2 the Case Management Process
6 the Assessment Phase of Case Management 178
7 Effective intake interviewing Skills 205
8 Service delivery Planning 236
9 Building a Case File 274
10 Service Coordination 317
Part 3 Working within the Social Service delivery System
11 Working within the organizational Context 358
12 the Case Manager’s Professional Growth and development 394
References 432
Glossary 446
index 454
iv BRIEF CONTENTS
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Contents
Preface xv
Part 1 introduction to Case Management 1
1 introduction to Case Management 2
Case Management Defined 3
Introduction 3
My Story: Sharon Bello, Entry 1.1 4
CLASS DISCUSSION—A Focus on the Definition of Case Management 7
Traditional Case Management 7
Case Management Today 8
CLASS DISCUSSION—A Focus on the Definition of Case Management (A Reassessment) 9
Want More Information? Learning More About the Definition of Case Management 9
CLASS DISCUSSION—Develop Your Own Definition of Case Management 10
The Process of Case Management 11
My Story: Sharon Bello, Entry 1.2 12
CLASS DISCUSSION—Getting to Know Sharon 13
Assessment 14
My Story: Sharon Bello, Entry 1.3 14
My Story: Sharon Bello, Entry 1.4 18
CLASS DISCUSSION—Studying Sharon’s Experiences: Applying for Services 18
My Story: Sharon’s Case Manager, Tom Chapman, Entry 1.5 18
CLASS DISCUSSION—Information Gathered During the Assessment Phase 18
My Story: Sharon Bello’s Case Manager, Tom Chapman, Entry 1.6 22
CLASS DISCUSSION—Summarize What You Now Know About the Case Management Process 22
My Story: Sharon Bello’s Case Manager, Tom Chapman, Entry 1.7 23
My Story: Sharon Bello’s Case Managers, Tom Chapman and Susan Fields, Entry 1.8 24
CLASS DISCUSSION—Describing the Work of a Case Manager: Tom Chapman and Susan
Fields 25
Planning 25
Implementation 27
My Story: Sharon Bello, Entry 1.9 28
CLASS DISCUSSION—Sharon’s View of Changing Majors and the Service Plan 29
Three Components of Case Management 29
Principles and Goals of Case Management 31
Integration of Services 31
Voices from the Field: Research and Practice 32
Continuity of Care 33
Equal Access to Services/Advocacy 34
Quality Care 34
Client Empowerment 35
Self-Determination 36
Evaluation 37
1 introduction to Case Management 2
CONTENTS v
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Deepening Your Knowledge: Case Study 37
Discussion Questions About Deborah and Her Family 38
Chapter Summary 38
Chapter Review 39
2 Historical Perspectives on Case Management 40
Introduction 41
Perspectives on Case Management 43
CLASS DISCUSSION—Relate Sam’s Experience to the Case Management Process 45
My Story: Sharon Bello, Entry 2.1 47
My Story: Sharon’s Case Manager, Tom Chapman, Entry 2.2 48
CLASS DISCUSSION—Describe Sam’s Involvement in the Case Management Process 49
The History of Case Management 49
Early Pioneers 50
Box 2.1: A Hull House Girl 51
Want More Information? Learning About the History of Case Management 52
The Impact of World War I and World War II and the American Red Cross 53
The Impact of Federal legislation 54
Box 2.2: The Older Americans Act of XXXXXXXXXX
Box 2.3: Federal Programs SSDI Program 55
My Story: Sharon Bello, Entry 2.3 59
CLASS DISCUSSION—A Look at the History 59
The Impact of Managed Care 59
Voices from the Field: Research and Practice: Case Management Society of America: Our History 63
The Professionalization of Case Management and Expanding Responsibilities 66
CLASS DISCUSSION—Talking About Managed Care 67
Deepening Your Knowledge: Case Study 67
Discussion Questions About Nancy 68
Chapter Summary 68
Chapter Review 69
3 Methods of Delivering Case Management Services 70
Introduction 71
Methods of Delivering Case Management Services 72
How Case Management Services Are Delivered 73
Comprehensive Case Management: Wisconsin’s Model Approach for W-2 Participants 75
CLASS DISCUSSION—Studying the One-Stop Comprehensive Services Method 76
CLASS DISCUSSION—Determining the Best Method of Service Delivery 78
My Story: Sharon Bello, Entry 3.1 78
Who Assumes the Responsibility of the Case Management? 79
My Story: Susan Fields, Sharon Bello’s Case Manager, Entry 3.2 84
Voices from the Field: Research and Practice 84
CLASS DISCUSSION—Discussing Who Should Assume the Role of Case Manager 85
Roles in Case Management 85
Want More Information? Roles, Responsibilities, Jobs 89
Job Announcement #1: Case Manager 90
Job Announcement #2: Case Manage
Administrator 92
CLASS DISCUSSION—What Roles Are Most Important? 93
Topics in Case Management Today 93
2 Historical Perspectives on Case Management 40
3 Methods of Delivering Case Management Services 70
vi CONTENTS
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My Story: Susan Fields, Sharon Bello’s Case Manager, Entry 3.3 94
CLASS DISCUSSION—Discuss Your Organizational and Time Management Skills 96
CLASS DISCUSSION—What Are Your Strengths or Personal
Qualities That Will Support Your Work as a Case Manager? 101
Multicultural Perspectives 101
Deepening Your Knowledge: Case Study 102
Key Components of Case Management 102
Case study questions about the drug court 104
Chapter Summary 104
Chapter Review 105
4 Ethical and Legal Perspectives 106
Introduction 108
Confidentiality 110
CLASS DISCUSSION—Working with Issues of Confidentiality 115
MORPC Social Media Guidelines 117
CLASS DISCUSSION—Working Through Issues of Confidentiality and Technology 119
My Story: Sharon Bello, Entry XXXXXXXXXX
CLASS DISCUSSION—Working Through Issues of Confidentiality and the Use
of Interpreters 121
Family Disagreements 121
Want More Information? End-of-Life Care 123
CLASS DISCUSSION—Working Through Issues of Family Disagreements 124
Working with Potentially Violent Clients 125
My Story: Alma Grady, Sharon Bello’s Case Manager, Entry XXXXXXXXXX
Voices from the Field: Research and Practice: Steps to Reduce Violence in the Workplace 127
CLASS DISCUSSION—Determine How You Would Assess the Likelihood of Violence
in the Workplace 129
Duty to warn 130
Working in the Managed Care Environment 132
Autonomy 134
Client Preferences: One Component of Autonomy 136
CLASS DISCUSSION—Thinking About the Issue of Autonomy 137
Autonomy and End-of-Life Issues 138
Breaking the Rules 138
Making Sense of Ethical Issues 141
CLASS DISCUSSION—Making Sense of Ethical Issues 141
Deepening Your Knowledge: Case Study 142
Discussion Questions 142
Chapter Summary 143
Chapter Review 144
5 Working with diverse Populations 145
Introduction 146
My Story: Sharon Bello, Entry XXXXXXXXXX
Voices from the Field: Research and Practice 149
Understanding Client Populations 150
My Story: Alma Grady, Sharon Bello’s Case Manager, Entry XXXXXXXXXX
4 Ethical and Legal Perspectives 106
5 Working with diverse Populations 145
CONTENTS vii
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Working with African Americans 151
History 151
Ethnic or racial identity 151
Role of the Family 151
Religion/Spirituality 152
Challenges 152
Approaches to Case Management 152
CLASS DISCUSSION—Understanding identity development is important 153
Working with Arab Americans 153
History 153
Racial or Ethnic Identity 153
Role of the Family 154
Religion/Spirituality 154
Challenges 154
Approaches to Case Management 154
Working with Asian Americans 155
History 155
Racial or Ethnic Identity 155
Role of the Family 156
Religion/Spirituality 156
Challenges 156
Approaches to Case Management 156
CLASS DISCUSSION—Comparing the History, Beliefs, and Traditions of Arab American
and Asian Americans 157
Working with European Americans 157
History 157
Racial or Ethnic Identity 157
Role of the Family 158
Religion/Spirituality 158
Challenges 158
Approaches to Case Management 158
Working with Latina/Latino Americans 159
History 159
Racial or Ethnic Identity 159
Role of the Family 159
Religion/Spirituality 160
Challenges 160
Approaches to Case Management 160
My Story: Sharon Bello and Alma Grady, Entry XXXXXXXXXX
CLASS DISCUSSION—Examining How Your Own Viewpoint Influences Your Thoughts
About European American and Latina/Latino Populations 161
Working with Native Americans 161
History 161
Racial or Ethnic Identity 162
Role of the Family 162
Religion/Spirituality 162
Challenges 162
Approaches to Case Management 163
Working with Women and Men 163
History 163
Gender Identity 164
Role of the Family 164
viii CONTENTS
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Challenges 164
Approaches to Case Management 165
My Story: Alma Grady, Sharon Bello’s Case Manager, Entry XXXXXXXXXX
CLASS DISCUSSION—Preparing to Work with the LBGT Population 166
Working with Sexual Minorities 167
History 168
Identity Development 168
Role of the Family 169
Religion/Spirituality 169
Challenges 170
Approaches to Case Management 170
My Story: Sharon Bello, Entry XXXXXXXXXX
Working with Individuals with Disabilities 171
History and Definition 171
Important Variables 172
Identity 172
Religion/Spirituality 172
Challenges 172
Approaches to Case Management 173
Want More Information? Working with Diverse Populations 173
Multicultural Case Management: Your Next Steps 174
Chapter Summary 175
Chapter Review 175
Part 2 the Case Management Process 177
6 Assessment Phase of Case Management 178
Introduction 179
Application for Services 181
The Interview Process 185
My Story: Sharon Bello, Entry XXXXXXXXXX
Structured and Unstructured Interviews 188
Voices from the Field: Strengths Assessment 188
CLASS DISCUSSION—Developing a Plan to Assess Client Strengths 190
Social History 191
Confidentiality 192
Evaluating the Application for Services 192
CLASS DISCUSSION—Describe How Sharon Bello Was Evaluated for Services 195
Case Assignment 195
Documentation and Report Writing 195
Process Recording and Summary Recording 195
Intake Summaries 197
Want More Information? 199
Staff Notes 199
My Story: Tom Chapman, Sharon Bello’s Case Manager, Entry XXXXXXXXXX
CLASS DISCUSSION—Insights About Assessment 202
Deepening Your Knowledge: Case Study 202
Discussion Questions 203
Chapter Summary 203
Chapter Review 204
6 Assessment Phase of Case Management 178
CONTENTS ix
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7 Effective intake interviewing Skills 205
Introduction 206
Attitudes and Characteristics of Interviewers 207
CLASS DISCUSSION—Checking Your Biases 209
Clients may be Different from You 210
Essential Communication Skills 213
Interviewing Skills 215
Listening 216
My Story: Sharon Bello, Entry XXXXXXXXXX
Questioning 218
Voices from the Field: Counseling Intake Interview Questionnaire 220
Responding 226
CLASS