case management techniques
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Case Management Techniques. Tools of the Trade. 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. Case Management Techniques. Time Management - PowerPoint PPT PresentationTRANSCRIPT
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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 customer’s 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-do’s
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
What’s 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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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
Case Management Technique
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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 participant’s 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-do’s
Has password protect ability
Provides interval reminders at your specification
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Case Management Techniques Organization
Filing and Scanning
Who’s 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-Do’s)
Using OSST To-Do’s 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 participant’s activity
Look at the participant’s IRP
Look at steps to self-sufficiency
Based on information you will enter reminders pertinent to the participant’s case
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Start off by going into the participant’s case. Click on “Case To-Do’s” 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 participant’s 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
Don’t 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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