Case Management Techniques Tools of the Trade 1 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. 2 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 3 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 4 Case Management Techniques  Time Management  Three important elements of time management are  Planning  Prioritizing  Scheduling 5 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 6 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 7 Case Management Technique  Time Management  Prioritizing your caseload  Making Case Management Work: Empowering people of change by Dr. Beverly Ford  Three levels of readiness 8 Case Management Technique  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 9 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 10 Case Management Techniques  What are some effective time management tools?  Outlook calendar  Other appointment tracking software  PIM One 11 Longer appointments in the morning 12 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 13 Case Management Techniques  PIM One 14 1 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 15 16 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? 17 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 18 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? 19 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? 20 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 21 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 22 23 Start off by going into the participant’s case. Click on “Case To-Do’s” on the left navigation tool 24 Choose what type of alert you want to display. Here we chose “Special Alert” 25 Enter the date you want the alert to generate and the participant’s requirement. 26 Case Management Techniques  Communication  How effective is your communication? 27 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 28 Case Management Techniques  Accountability  Holding participants accountable  Appointment letters  JPR Reminders and Reminder Notices  Time sheets  IRP 29 Case Management Techniques  Summary  Have a system and keep it simple   Train staff on system Every day needs a plan of action  Plan   Prioritize   Update your calendar and create a to-do list Divide tasks into high and secondary priorities Schedule  Try your schedule and update it to fit your needs 30 Case Management Techniques  Summary  Communication  Train staff on communication  Both written and verbal communication 31 Reference  Ford, B.(2002). Making case management work: Empowering people for change. Macon, GA: ASM Associates 32 Case Management Techniques Questions? Please contact the Welfare Transition Team at 1-866-352-2345. An equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. All voice telephone numbers on this document may be reached by persons using TTY/TDD equipment via Florida Relay Service at 711. 33