7 Questions
What does the Family Mentor do in the case management process?
Mentors Volunteer Case Managers
What is the purpose of the 72 Hr. SLA mentioned in the text?
To ensure timely response for high complexity cases
In what situations should a Jamati Member call 911 according to the text?
During crisis situations
What does a Crisis situation entail as per the text?
Requiring immediate intervention to deescalate the situation
Who should encourage a Jamati Member to call 911 in a crisis situation?
On-Call Staff Case Manager
Who is responsible for connecting directly with the Jamati Member for technical support?
Subject Matter Expert
When should an IV or CM call 911 on behalf of a Jamati Member?
In crisis situations where immediate intervention is needed
Study Notes
Case Management Overview
- Case management involves governance services, human resources, SSN cases, QOL cases, elderly/regional SSN cases, tools, processes, community resources, data monitoring, QA, and playback.
- The team consists of staff case managers, family mentors, volunteer case managers, regional SSN case managers, phone volunteers, triage team, SME experts, navigators, and admin staff for data, QA, training, and service crisis response.
Case Management Process
- The process involves triage, assessment, navigation, referral, and feedback loop.
- Training, recruitment, and data collection are also essential components.
Data System
- The data system includes data input, tracking results, QA analysis, reporting, and impact assessment.
- Tools used in the data system include roadmaps, assessment tools, and family development plans.
Governance and Leadership
- Governance involves people, policies, resources, financial subsidies, Jamati programs, and external resources/referral networks.
- The desired outcomes include Jamats' satisfaction and experience, meeting their needs, addressing quality of life and health issues, and improving their resilience and emotional well-being.
Case Types
- Cases are classified into single-input, multi-input, and crisis cases.
- Single-input cases involve a single service provider, while multi-input cases require two or more service providers to collaborate.
- Multi-input cases are further classified into non-complex and complex cases.
Routing and Triage
- Routing and triage processes involve phone, online service request forms, access help desks, institutional member access information, and volunteer (IV) case management systems.
- The triage process determines the number of service providers needed, and whether the case is SSN or poverty-related.
Case Management Roles
- Staff case managers, family mentors, volunteer case managers, and regional VCM leads are involved in case management.
- The subject matter expert may connect directly with the Jamati member for technical support requiring direct connection.
Test your understanding of the current state of case management. Explore governance services, human resources, various types of cases, tools and processes, community resources, and staff roles.
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