2Case Management Techniques Time ManagementWhat is time management?Time Management is about knowing where you want to go and getting yourself organized enough to get there.Think about how you manage your personal time. How do you decide what you will do first? Do you work from the things that will require the least amount of time to those that will require more time? Do you start several projects first and work on them all simultaneously until completion? Whatever technique you use, you need to be organized, you will have to prioritize and plan.
3Case Management Techniques Time ManagementThis is not just a case manager issue, but a RWB issue as wellDoes 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 casesTime management is the foundation of case management skills. If you know how to manage your time efficiently, all other case management functions can be easily learned.Why would it be difficult for case managers to manage their cases if walk-ins were allowed without an appointment? If I am a customer and I missed the appointment scheduled for me by my case manager, I know I can walk in and request to see him/her any time I want. If this happens often enough, it could lead to the case manager not being able to enter data and file as required. It could also cause the case manager to run late for those who do show of for their scheduled appointments.
4Case Management Techniques Time ManagementWhat are strategies that can eliminate this type of strain on case managers?Have an on-call worker for emergenciesIf its not an emergency, the on-call worker can schedule another appointment when the customer’s case manager is availableRover case managerCreate 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 appointmentsDuring the case manager’s on-call day they can:File, reschedule appointments, monitor their case loads by ensuring that everyone in their case load is accounted forRover case manager- an individual who has advance training and high initiative. This person will take schedule appts if a case manager calls in sick will help schedule participants appts if they just walk-in, need childcare referrals, etcAllow case managers to choose one day out of the week as their on-call day for customers in their case load who may have missed an appointmentUsing appointments along with your 2290 when a customer failsControlling your environment Giving appt not just telling, ensuring that every customer leaves with an appt.
5Case Management Techniques Time ManagementThree important elements of time management arePlanningPrioritizingScheduling
6Case Management Techniques Time ManagementPlanningPlan time to review case-to-do’sLonger appointments in the morningsFirst appointmentInitial assessment review/IRPShorter appointments in the afternoonCollecting documentationUpdating steps to self-sufficiencyWhen we talk about case-to-do’s prioritize case-to-do’s: Case closures, reopens, new case, end applicants and transfers ( the above four are called case actions to-do’s)The RWBs need to set priority for C/M in reference to case-to-do’s
7Case Management Techniques Time ManagementPrioritizingWhat’s more important?First appointmentInitial assessment review/IRPShorter appointments in the afternoonCollecting documentation & support servicesUpdating steps to self-sufficiency
8Case Management Technique Time ManagementPrioritizing your caseloadMaking Case Management Work: Empowering people of change by Dr. Beverly FordThree levels of readinessThe author of Making Case Management Work: Empowering people of change discuss the three level of work readiness customer that maybe in your caseload,Level I- can be job ready within the next six monthsLevel II- can be job ready, more than six months, but within one yearLevel III- job readiness will take more than one yearBy dividing your caseload into one of the three category can help you, as a case manager to better assist your participant. For example, if you have a customer who can be job ready in six month, but lack some work skills, this will help assess that the case manager in placing the customer into an work experience in order for the customer to gain the need job skills in order for them to be work ready within a year.
9Case Management Technique Time ManagementBy dividing your caseload into one of the three levels of readiness can help you, as a case manager, better assist your participantLevels of ReadinessLevel I- Can the participant be job ready within the next six monthsLevel II- Can the participant be job ready in less than a yearLevel III- It will take the participant more than a year to become job ready
10Case Management Techniques Time ManagementSchedulingSchedule appointments that allow time to discussIssues that may hinder participationCustomer concernsAllow time toEnter data and case notesPut participant’s case file awayDiscuss some LOP in reference to case filesTraining staff now in this technique now can save problems
11Case Management Techniques What are some effective time management tools?Outlook calendarOther appointment tracking softwarePIM OneDiscuss the outlook calendar and blocking of time
12Longer appointments in the morning The RWB need to decided and train staff to ensure that staff knows how to effectively use their outlook calendarsThis is a case manager’s schedule for Tuesday, January 13, As you can see, she has devoted her first hour of work to pulling her appointments for the day, filing and returning phone calls.Her first appointment is an initial appointment with a customer. She has given herself an hour to complete the appointment. She has two appointments after that, but they are shorter. She provides details on what she will do at the appointment and what’s required.Her last hour of the day is devoted to returning any missed calls, putting files back where they belong, sending out 2290’s for missed appointments and making oral attempts.
13Case Management Techniques OutlookOutlook may also be used to:Track pre-penaltiesTrack three days for good cause if a 2nd failure has occurred within 30 daysKeep record of if the participant showed for the appointment or notColor coding missed appointments
15Case Management Techniques What is PIM One?PIM One looks like an electronic day plannerOrganizational tabsUsers can set appointmentsSet tasks or to-do’sHas password protect abilityProvides interval reminders at your specificationThere are organizational tabs on the right hand side in the same fashion as a day planner. Users can password protect and customize their planners. The software also provides interval reminders at your specification. For example: If you want to remind yourself to conduct a quality assurance review of a certain percentage of your cases, you can set the reminder to do it at the same time each month.(Not selling this tool, but it’s just an example folks)- Personal Note
17Case Management Techniques OrganizationFiling and ScanningWho’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?Another important case management technique is Organization. How organized are you? How do you know where to begin on a project and once you get started, what steps are next? Think about the IRP that we develop with our customers. The IRP is many tools in one: it is an accountability tool, a planning tool, and an organization tool. It helps keep you organized by providing information on what the customer is required to complete and it keeps the customer organized by providing what (s)he is required to complete in a specified time.
18Case Management Techniques OrganizationTouch Only Once RuleComplete all tasks on the case when you meet with the participantDocumentationData entryCase notesPut it away
19Case Management Techniques OrganizationFiling and ScanningIs 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?Another important case management technique is Organization. How organized are you? How do you know where to begin on a project and once you get started, what steps are next? Think about the IRP that we develop with our customers. The IRP is many tools in one: it is an accountability tool, a planning tool, and an organization tool. It helps keep you organized by providing information on what the customer is required to complete and it keeps the customer organized by providing what (s)he is required to complete in a specified time.
20Case Management Techniques OrganizationData EntryAre 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?
21Case Management Techniques OrganizationSetting Reminders (OSST To-Do’s)Using OSST To-Do’s is an effective way to remind yourself ofActivity start datesDocumentation due datesActivity end dates
22Case Management Techniques Entering a Case To-DoStart by looking at the participant’s activityLook at the participant’s IRPLook at steps to self-sufficiencyBased on information you will enter reminders pertinent to the participant’s case
24Start off by going into the participant’s case Start off by going into the participant’s case. Click on “Case To-Do’s” on the left navigation tool
25Choose what type of alert you want to display Choose what type of alert you want to display. Here we chose “Special Alert”We recommend choosing something that will not be confusing. Here we used Special Alert. You can also use Personal or something appropriate for the type of alert you want to display.
26Enter the date you want the alert to generate and the participant’s requirement. Key: You may want to enter all your personal reminders as special alert to distinguish between the system generated to do’s and staff entered to –do’s
27Case Management Techniques CommunicationHow effective is your communication?Ask audience to describe their communication stylesSome communication styles:PassiveAssertiveAggressiveSo how do you communicate with your customer?
28Case Management Techniques CommunicationUse customer friendly languageAvoid jargonDon’t assume that something is obviousAsk customer to recap discussionClarify and correct, when appropriate
29Case Management Techniques AccountabilityHolding participants accountableAppointment lettersJPR Reminders and Reminder NoticesTime sheetsIRPAppointment letters tell participants what the activity is, where the activity is and what time they should show for the activity. Use appointment letters, JPR or reminder notices, and time sheets to create steps to self-sufficiency and enter case to-do’s
30Case Management Techniques SummaryHave a system and keep it simpleTrain staff on systemEvery day needs a plan of actionPlanUpdate your calendar and create a to-do listPrioritizeDivide tasks into high and secondary prioritiesScheduleTry your schedule and update it to fit your needs
31Case Management Techniques SummaryCommunicationTrain staff on communicationBoth written and verbal communication
32ReferenceFord, B.(2002). Making case management work: Empowering people for change. Macon, GA: ASM Associates
33Case Management Techniques Questions?Please contact the Welfare Transition Team atAn 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.