1. Case and Caseload Management Lee Ann R. Rawlins, PhD, CRC, CFLE TVR CIRCLE TACE Southeast

2. Introductions

3. OBJECTIVES Discuss, What is the Rehabilitation Process? and How does this process impact program activities? Develop a definition of case/caseload management. Discuss, Why is case/caseload management important? Grasp an understanding of how case documentation relates to intake, movement, distribution, and overall impact on program performance

4. The VR Process…. Sometimes the vocational rehabilitation process feels like a winding stairway. Where does it begin and end?

5. The Vocational Rehabilitation Process is… The VR process begins with an application and ends with a closure. During this process there are certain milestones, such as application, eligibility determination, IPE, and case closure. As these milestones are achieved, there is a need for management to avoid bottlenecks Capacity Building for Indian Vocational Rehabilitation Web address: http://www.ccer.org/natamer/nahome.htm

6. In 7 Steps…The Overall VR Process… 1. First Contact 2. Application Process 3. Eligibility Determination 4. Individualized Plan for Employment 5. VR Service provision 6. Closure 7. Post Employment Services

7. How does the VR Process impact how Program Activities are structured? 1. Case Management Composition and Layout 2. Case/Caseload Management Information 3. Employment Options 4. Medical Practices/Traditional Healing 5. Comparable Services and Benefits

8. How does the VR Process impact how Program Activities are structured? We are going to focus on these two areas: 1. Case Management Composition and Layout 2. Case/Caseload Management Information

9. What is Case/Caseload Management? Some answers: 1. Taking care of what people need--getting what they need. 2. Helping people when they need help. 3. Getting people jobs. 4. Managing my money in an appropriate way while helping people. What is Case/Caseload Management Really??

10. Caseload Management is... A systematic process of Planning, Organizing, Coordinating, and Directing for effective counselor and manager decision making to achieve functional control of factors relating to client, self, and tribal VR setting.

11. Five Essential Activities Involved in a Case/Caseload Management Framework Planning Organizing Coordinating Directing Control

12. Planning – A Philosophy * Planning in the VR process can be seen as a Mental Activity A system * Planning requires a sense of common purpose Not one goal, but a Direction Not one Plan, but the conscious selection of successive plans. * Planning is built on the here and now. * Plans are part of one continuous process. * In Planning, what one postpones, one really abandons

13. Six Key Planning Questions 1. WHAT has to be done? 2. WHEN should it be done? 3. WHO should do it? 4. WHERE should it be done? 5. What PRIORITY should it have? 6. How much TIME will it require?

14. Organizing Asking, What are the activities that must be accomplished? Establishing the Order of Importance Locating Crucial Decision Points A process of Integrating Resources The First Action Step!

15. Coordinating We are both VR provider and Manager Getting the Job Done Through Others. Could this case be staffed or coordinated with the public agency? What other resources might you have around you to help with this case? Involves a certain amount of delegating of activities. We MUST work together…

16. Directing INVOLVES: Learning the skills of Making Effective Decisions Guiding the Caseload Management Process along the lines of the Proposed Plan Selecting the appropriate Action Style. Do it Now When to say NO! Taking Calculated Risks Involves other management activities such as communicating, leading activities, and motivating clients. Organizing = Gives the basis for Making and Enforcing Decisions!

17. Control The power for the Caseload Management process to happen. 26 closures The meshing of Responsibility with Authority to ensure the case is correct and resources are allocated. We want these services to be individually based on clients needs for successful vocational rehabilitation outcomes- 26 closures.

18. DUAL FUNCTIONS REQUIRED OF REHABILITATION PROFESSIONALS Individual as Counselor Individual as Manager

19. Counselor/ Professional Manager Shared

20. TWO KEYS TO CASE/CASELOAD MANAGEMENT Effective: Doing the right things. Efficiency: Doing things right. Effectiveness and Efficiency

21. Case Documentation 1.) What do we need in the case file? Application for services? Assessments/Evaluations? Eligibility and/or Medical Documentation? Financial information? Case Notes? What else do we need?

22. Case Documentation 2.) Where do we obtain this information? Medical professional? Psychologist/Psychiatrist? School System? Client? Who else and/or where else???

23. Case Documentation and Program Performance 1.) What happens to program performance if you do not manage your cases effectively? New Referrals (Not received or numbers go down) Case closures (Successful closure numbers are low) Case do not move (Cases stay in one status with no movement toward rehabilitation success) What is happening in your agency in the area of program performance? Is the agency where you want to be? Can it be improved?

24. Q & A

25. Summary What is the Rehabilitation Process? and how this process impacts program activities? Definition of case/caseload management. Why is case/caseload management important? Grasp an understanding of how case documentation relates to intake, movement, distribution, and overall impact on program performance.

26. Thank you for being here today during TVR CIRCLE Training. I appreciate each of you, and if I can support you in the future please let me know. Wishing you a wonderful rest of the day! -Lee Ann Rawlins

27. Contact Information Lee Ann R. Rawlins, PhD, CRC, CFLE The University of Tennessee College of Education, Health and Human Sciences Department of Educational Psychology and Counseling Center for Literacy Studies TACE Southeast 312 Conference Center Building Knoxville, Tennessee 37996-4132 Phone: (865) 974-3502 Email: lrawlin1@utk.edu