Presentation on theme: "1 Case Management Techniques Tools of the Trade. 2 Case Management Techniques Time Management What is time management? Time Management is about knowing."— Presentation transcript:
1 Case Management Techniques Tools of the Trade
2 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.
3 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
4 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 customers 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
5 Case Management Techniques Time Management Three important elements of time management are Planning Prioritizing Scheduling
6 Case Management Techniques Time Management Planning Plan time to review case-to-dos Longer appointments in the mornings First appointment Initial assessment review/IRP Shorter appointments in the afternoon Collecting documentation Updating steps to self-sufficiency
7 Case Management Techniques Time Management Prioritizing Whats more important? First appointment Initial assessment review/IRP Shorter appointments in the afternoon Collecting documentation & support services Updating steps to self-sufficiency
8 Case Management Technique Time Management Prioritizing your caseload Making Case Management Work: Empowering people of change by Dr. Beverly Ford Three levels of readiness
9 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
10 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 participants case file away
11 Case Management Techniques What are some effective time management tools? Outlook calendar Other appointment tracking software PIM One
12 Longer appointments in the morning
13 Case Management Techniques Outlook Outlook may also be used to: Track pre-penalties Track three days for good cause if a 2 nd failure has occurred within 30 days Keep record of if the participant showed for the appointment or not Color coding missed appointments
14 Case Management Techniques PIM One 1414
15 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-dos Has password protect ability Provides interval reminders at your specification
17 Case Management Techniques Organization Filing and Scanning Whos 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?
18 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
19 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?
20 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?
21 Case Management Techniques Organization Setting Reminders (OSST To-Dos) Using OSST To-Dos is an effective way to remind yourself of Activity start dates Documentation due dates Activity end dates
22 Case Management Techniques Entering a Case To-Do Start by looking at the participants activity Look at the participants IRP Look at steps to self-sufficiency Based on information you will enter reminders pertinent to the participants case
24 Start off by going into the participants case. Click on Case To-Dos on the left navigation tool
25 Choose what type of alert you want to display. Here we chose Special Alert
26 Enter the date you want the alert to generate and the participants requirement.
27 Case Management Techniques Communication How effective is your communication?
28 Case Management Techniques Communication Use customer friendly language Avoid jargon Dont assume that something is obvious Ask customer to recap discussion Clarify and correct, when appropriate
29 Case Management Techniques Accountability Holding participants accountable Appointment letters JPR Reminders and Reminder Notices Time sheets IRP
30 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
31 Case Management Techniques Summary Communication Train staff on communication Both written and verbal communication
32 Reference Ford, B.(2002). Making case management work: Empowering people for change. Macon, GA: ASM Associates
33 Case Management Techniques Questions? Please contact the Welfare Transition Team at 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.