Case Management Techniques Tools of the Trade 1

Transcription

Case Management Techniques Tools of the Trade 1
Case Management
Techniques
Tools of the Trade
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Case Management Techniques
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Time Management
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What is time management?
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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
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Time Management
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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?
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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
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Time Management
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What are strategies that can eliminate this type of strain on
case managers?
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Have an on-call worker for emergencies
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If its not an emergency, the on-call worker can schedule
another appointment when the customer’s case manager is
available
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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
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Three important elements of time management
are
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Planning
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Prioritizing
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Scheduling
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Case Management Techniques
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Time Management
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Planning
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Plan time to review case-to-do’s
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Longer appointments in the mornings
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First appointment
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Initial assessment review/IRP
Shorter appointments in the afternoon
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Collecting documentation
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Updating steps to self-sufficiency
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Case Management Techniques

Time Management
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Prioritizing
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What’s more important?
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First appointment
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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
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Prioritizing your caseload
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Making Case Management Work: Empowering people
of change by Dr. Beverly Ford
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Three levels of readiness
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Case Management Technique

Time Management
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By dividing your caseload into one of the three levels of readiness can
help you, as a case manager, better assist your participant
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Levels of Readiness
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Level I- Can the participant be job ready within the next six
months
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Level II- Can the participant be job ready in less than a year
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Level III- It will take the participant more than a year to become
job ready
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Case Management Techniques
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Time Management
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Scheduling
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Schedule appointments that allow time to discuss
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Issues that may hinder participation
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Customer concerns
Allow time to
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Enter data and case notes
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Put participant’s case file away
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Case Management Techniques
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What are some effective time management
tools?
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Outlook calendar
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Other appointment tracking software
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PIM One
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Longer appointments
in the morning
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Case Management Techniques
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Outlook
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Outlook may also be used to:
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Track pre-penalties
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Track three days for good cause if a 2nd failure has
occurred within 30 days
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Keep record of if the participant showed for the
appointment or not
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Color coding missed appointments
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Case Management Techniques
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PIM One
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Case Management Techniques
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What is PIM One?
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PIM One looks like an electronic day planner
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Organizational tabs
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Users can set appointments
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Set tasks or to-do’s
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Has password protect ability
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Provides interval reminders at your specification
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Case Management Techniques
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Organization
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Filing and Scanning
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Who’s responsible for filing/scanning documents?
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Is each case manager responsible for filing
documentation?
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Is there another person responsible for filing?
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How soon after documentation is received is it
required to be placed in the file or scanned?
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Case Management Techniques
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Organization
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Touch Only Once Rule
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Complete all tasks on the case when you meet with
the participant
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Documentation
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Data entry
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Case notes
Put it away
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Case Management Techniques
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Organization
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Filing and Scanning
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Is there a “checks and balance” system to ensure
that all documents are scanned correctly?
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Does staff check to make sure the wrong side of the
document has not been scanned?
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Do they check to see if both sides of a double-sided
document has been scanned?
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Case Management Techniques
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Organization
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Data Entry
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Are case managers responsible for data entry or is another
staff member responsible for all data entry?
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If data entry staff are entering data in OSST, who follows up
on the case to ensure that the participant is in compliance?
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How soon after receiving documentation must data be
entered?
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Who checks and verifies the accuracy of the data entered?
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Case Management Techniques
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Organization
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Setting Reminders (OSST To-Do’s)
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Using OSST To-Do’s is an effective way to remind
yourself of
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Activity start dates
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Documentation due dates
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Activity end dates
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Case Management Techniques
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Entering a Case To-Do
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Start by looking at the participant’s activity
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Look at the participant’s IRP
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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
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Communication
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How effective is your communication?
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Case Management Techniques
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Communication
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Use customer friendly language
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Avoid jargon
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Don’t assume that something is obvious
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Ask customer to recap discussion
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Clarify and correct, when appropriate
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Case Management Techniques
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Accountability
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Holding participants accountable
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Appointment letters
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JPR Reminders and Reminder Notices
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Time sheets
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IRP
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Case Management Techniques
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Summary
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Have a system and keep it simple
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Train staff on system
Every day needs a plan of action
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Plan
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Prioritize
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Update your calendar and create a to-do list
Divide tasks into high and secondary priorities
Schedule
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Try your schedule and update it to fit your needs
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Case Management Techniques
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Summary
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Communication
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Train staff on communication
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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.
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.
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