Case Management 101.pptx

CASE MANAGEMENT CASE MANAGEMENT 101 1 LET’S WARM UP 5 Volunteers Needed! Each volunteer will have 20 seconds to find 1 difference between the pictures Ready? 2 Find The Difference 3 TAKE A MOMENT TO DEBRIEF Some questions to think about: What was the overall goal? Why was it helpful to have 5 people...

CASE MANAGEMENT CASE MANAGEMENT 101 1 LET’S WARM UP 5 Volunteers Needed! Each volunteer will have 20 seconds to find 1 difference between the pictures Ready? 2 Find The Difference 3 TAKE A MOMENT TO DEBRIEF Some questions to think about: What was the overall goal? Why was it helpful to have 5 people working on it rather than 1? How was each person helpful? When you are working on a case with a Jamati member who will be on your team? 4 WHAT ARE SOME SKILLS NEEDED FOR TEAMWORK? 5 TEAMWORK IN CASE MANAGEMENT Each member of the team serves in their unique role and it is the collaboration that will allow us to provide holistic and excellent quality service to the JM. JM is the ultimate decision maker and an integral part of the team. The care management team is there to be a strong support system for the JM Good team work leads to better case management COMMUNICATION IS KEY https://youtu.be/gCfzeONu3Mo 7 WHAT ARE SOME OF THE WAYS PEOPLE FEEL SUPPORTED? Providing the care team and the Jamati Member with: Safety - providing a safe and judgement free space for the JM to share their story and for the members of the care team to voice feedback and concerns. Trust - ensuring the information shared will be kept confidential (unless it’s a risk or harm to self or others) and solutions provided are aligned to JMs goals. Transparency - establishing open communication to keep JM and all members of the care team informed about the latest details and circumstances E.g. If you do not know the answer to a question or situation, be honest and state that. Or, if other members need to be involved, let that be known. Collaboration - working as one team towards a common goal, including the Jamati member as they are the expert on their life and are part of the team. Support is more than handholding. Empowerment - encouraging each member of the care team, including the JM to take an active and positive role to make safe decisions aligned to the goals. ABOVE ALL WE ALL WANT TO BE HEARD. 8 PUTTING TEAMWORK INTO WORDS VALIDATION COLLABORATION ▪ "I hear you, how can I support you in this task?” ▪ “Can we set up a time to work together on this”? ▪ “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” ▪ “I can see you’re overwhelmed. Let me help you with that. Can we talk”? COORDINATION OF ROLES & TASKS CLEAR GOALS ▪ “Let's recap how we will coordinate getting this task done (you will do x first, then I will do y) does that sound good to everyone?” ▪ “How does everyone feel about these three goals? Is there anything we need to add or tweak”? PATIENCE ▪ "Sure, I can wait until you're ready to make the call, when would be a good time for me to check back in with you?" ▪ “It makes sense you would be so upset about that” 9 THE FLOW OF A CASE Intake Family Assessment Care Team Assignment Needs identifications & FDP Goal Setting & Prioritization On-going Support, Evaluation & Issue Detection Validation & Closure 10 SUCCESSFULLY IDENTIFYING NEEDS OBSERVE CLARIFY Be aware of verbal and non-verbal cues when engaging with the Jamati Member. Though observation identifies potential needs not communicated by the JM, it is important to clarify and not assume what the JM needs. Be vigilant of JMs physical surroundings and body language. E.g. condition of their living space, how they look physically (well rested, clean clothes, happy, etc.) Ask questions and be transparent with the JM about your observation to obtain clarity. If it is a virtual visit, then listen for non-verbal cues such as tone of voice, background noise (if any), verbal distress 11 ADDITIONAL HELPFUL PHRASES Uncovering more information from someone who is reluctant to share? ○ I’m thinking you must have been (upset, sad, frightened, scared, etc.) in that situation, would you be open to telling me more? ○ Sharing can be scary and hard, I’ve experienced that too, I’m here for you when you feel ready to share more with me. Diffusing a situation where the JM is angry? ○ That must have been very upsetting for you. ○ It sounds like you feel that’s really unfair and you shouldn’t be asked to do that. ○ I can see this is important to you. ○ What a frustrating situation to be in! Diffusing a situation where the JM is not in alignment with solutions suggested? ○ You don’t like this idea? ○ You’re the one in charge here. 12 ADDITIONAL HELPFUL PHRASES Clarifying questions to ask to minimize assumptions and obtain clarity on what JM is saying? ○ Could you give me an example of? ○ Would you tell me a little more about that? ○ Do you mean XYZ? ○ Let’s talk about what happens when XYZ. ○ What does RESPECT look like to you? Encouraging phrases to say to a JM who has lost hope or feels fatigued by the process? ○ Empathy with Appropriate Self-disclosure:I can't imagine what this is like for you, but I am here to listen; I went through a similar situation and I remember how overwhelming it was for me. ○ I believe in you. ○ You’re doing awesome. ○ You’re making a big change, and I’m so proud of you! ○ I know things are difficult right now, but I also know you’ve got what it takes to get through it. 13 LET’S RECOUNT Jamati Member is in the captain of the ship and the ultimate decision makers The care team is there to support and guide the JM and does not make any promises or guarantees on outcomes or support (e.g. financial support)s The care team and JM must operate collectively to achieve the goals sets The care team and institutions do not provide personal guarantees or assume liabilities on behalf of the JM (e.g. co-signing a loan, holding valuables, etc.)s Case Management is an ongoing process requiring evaluation of needs at each step to remain proactives The care team is responsible to maintaining ongoing touchpoint with the JM until case closure and when needed, beyond. 14 WHAT DOES SERVICE FEEL LIKE? https://youtu.be/CvSuUyP0Qs8 15 CASE MANAGEMENT QUESTIONS? 16