1. outreach or treatment indentification of clients

2. assessment of needs 

3. service of treatment planning

4. linking or refferring clients to appropriate resources 

5. Monitoring cases to ensure that services are delivered and used

• Micro level- personal/interpersonal issues for example a worker in the micro domain could provide short term crisis intervention services (direct) and make a referral to an agency for therapy (outreach)
• Mezzo level- institutional/organizational/community issues for example a worker might help clients from a community support group (direct) and make a contact with a new agency for client refferals (outreach)
• macro level- social policy/governmental/cultural issues for example a worker could organize clients to help with voter registration (direct) and work with an NASW committee to lobby for changes in the welfare laws (outreach)

• defining the problem (issue)
• Identification of clients strenghts
• determining the severity of the problem (issue)
• establishing goals
• developing and implementing a service plan 
• evaluation
• termination
• follow-up (most neglected in case management process and requires the least amount of skill

clear achievable goals and objectives (short and long term)

specific interventions from session to session (eg homework assignments with weekly accountability

• visit referral sites to learn about available services and programs 
• establish and maintain open comunication with key referral site staff 
• ask clients about their experiences at referral sites
• use periodic follow ups to determine how referral sites are functioning 
• keep track of political climates and governmental policies

•  hypothesis is a "theory" that describes why a problem is occurring. There is no single cause of a presenting problem it is likely to be a cluster of factors
• hypotheses do not reflect certainty
• the best proof of a hypothesis comes from testing it out
• good hypothesis result in goals and plans

the first sense used by the client is visual 

• decor in the office
• cleanliness
• clothing
• personal appearence

• having a good sense of the information needed to obtain in the first interview
• clearness on how to record the gathered information 
• the art of using questions/statements

Closed-can be answered in one word or by yes or no

How many children do you have?

Do you live alone?

Open-typically result in more information

What can you tell me about your children?

What is your living arrangements at home?

• also known as empathetic responding or reflection of feeling
• focus is on emotional content
• putting oneslelf in the position of the client 
• Example 
• Client: I dont know what to do with my teenage son!
• Worker: You're really frustrated with your son's behavior."

Most important specialized skills

• determining eligibility
• the psycho-social assessment 
• problem identification
• strengths idetification
• establishing problem severity
• hypothesis development
• goal setting

• basic demogrphic information
• personal history information
• presenting problem history
• identified strenghts and positive coping strategies
• current state of the problem behavior
• current needs and immediate plans

• common sense
• standardized behavioral indicators
• for depression, anxiety, phobic responses, etc.
• PHQ-9 and HAM-A are examples
• baseline behavioral indicators

what the client is doing, feeling, thinking

the severity of a service deprivation

A hypothesis is a theory that describes why a problem is occurring 

• hypothesis does not reflect certainty
• the best proof of a hypothesis comes from testing it out

Good hypothesis result in goals and plans

• Dividing a large problem/set of problems into smaller more manageable subsets or pieces

So.... a series of smaller and doable goals are set that all lead to larger, broader and larger goal

example: problem/goal- Ally wants to terminate a long-term physically abusive domestic relationship with a partner

• Client involvement (collaboration)
• behavioral specificity in goal setting
• consequences for compliance
• specificity in time frame

not complying with your therapy will result in you going back to jail

lack of clarity often results in contract failure

• clients
• colleagues
• social service agencies
• community organizations
• within the organization in which they work

•    A set of skills that supports the making of agreements between people that involves the sharing of resources

•    Best kind of agreement: when each party feels it has achieved something important and satisfactory

•    Case managers must always strive for equity and justice in negotiations

• Assessing the needs of the other party 
• Setting the negotiation boundary- your bottom line is how much you will and wont accept
• Making an offer (what a party is willing to do or give
• Maximizing similarities/minimizing differences- focusing on where there is agreement in order to maintain negotiation or get negotiations going again
• Taking a stand-stating a hard line position (often used in conjuntion with a concession) 

• Polarizing-articulating the differnces and how each side may lose if an agreement is not reached (RISKY)
• Using power plays - threats to end negotiation of one's goal is not reached (best used from a position of power) (RISKY)
• Co-optation-an attempt to winby means other than the negotiation issues (eg becomming friends, offerring other supports, providing opportunites for development of empathy
• Compromising- each party receives a part of their original negotiation goal (requires a good understanding of human nature and demands considerable creativity)

• Lack of skills by the case manager
• Lack of support from formal and informal support systems
• Client psychological or biological characteristics that are barriers to success

need to save face. this is a pervasive dynamic in all human interactions. the person that can help people saave  facewhen making compromises within a famnily , in a therapy session, with othere agency personnel, or between nations- will be viewe as a powerful negotiator

case managers strive for equity and justice in negotiations