Case management 101

Collaboration and Teamwork

• Collaboration involves working as one team towards a common goal, with the Jamati Member (JM) as an integral part of the team.
• The care team's role is to support and guide the JM, but not to make promises or guarantees on outcomes or support.

Empowerment and Support

• Empowerment involves encouraging each member of the care team, including the JM, to take an active and positive role in making safe decisions aligned with their goals.
• Support is more than just handholding; it's about providing a safe space for the JM to share their story and voice concerns.

Communication Strategies

• Validation and active listening are key to effective communication, using phrases such as:
  • "I hear you, how can I support you in this task?"
  • "Not getting the answer you were hoping for sounds frustrating"
  • "Let's put our brains together and see what solutions we can come up with"
• Clarifying questions can minimize assumptions and obtain clarity, such as:
  • "Could you give me an example of?"
  • "Would you tell me a little more about that?"
• Encouraging phrases can help JM who has lost hope or feels fatigued, such as:
  • "I believe in you"
  • "You’re doing awesome"
  • "I know things are difficult right now, but I also know you’ve got what it takes to get through it"

Coordinating Roles and Tasks

• Coordinating roles and tasks involves setting clear goals and ensuring each member knows their responsibilities.
• Phrases such as "Let's recap how we will coordinate getting this task done" can help establish clear expectations.

Respect and Understanding

• Respect is essential in the caregiving relationship, and understanding what respect means to the JM is crucial.
• Asking questions like "What does RESPECT look like to you?" can help establish mutual understanding.