Generalist Case Management, 5eMarianne Woodside & Tricia McClamA Method of Human Service DeliveryGeneralist Case ManagementF I F T H E D I T I O NCopyright 2018 Cengage Learning. All...

Generalist Case Management, 5e Marianne Woodside & Tricia McClam A Method of Human Service Delivery Generalist Case Management F I F T H E D I T I O N Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203 F i F t h E d i t i o n Generalist Case Management Marianne Woodside Tricia McClam University of Tennessee A Method of Human Service Delivery Australia ● Brazil ● Mexico ● Singapore ● United Kingdom ● United States Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203 © 2018, 2013 Cengage Learning ALL RIGHTS RESERVED. No part of this work covered by the copyright herein may be reproduced or distributed in any form or by any means, except as permitted by U.S. copyright law, without the prior written permission of the copyright owner. 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Generalist Case Management: A Method of Human Service Delivery, 5th Edition Marianne Woodside and Tricia McClam Product Director: Marta Lee-Perriard Senior Product Manager: Julie A. Martinez Content Development Manager: Trudy Brown Content Developer: Ellie N. Raissi Marketing Manager: Jennifer Levanduski Art and Cover Direction, Production Management, and Composition: MPS Limited Manufacturing Planner: Judy Inouye Photo Researcher: Lumina Datamatics Ltd Text Researcher: Lumina Datamatics Ltd Cover Images: Rawpixel.com/Shutterstock.com Ollyy/Shutterstock.com Zurijeta/Shutterstock.com Printed in the United States of America Print Number: 01 Print Year: 2016 Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203 About the Authors Together, Marianne Woodside and Tricia McClam have more than 60 years of experience in human service education, as well as many years working as practitioners in education, counseling, and vocational rehabilitation. Currently, they both hold the rank of Professor Emerita in the Department of Educational Psychology and Counseling in the College of Education, Health, and Human Sciences at the University of Tennessee. They are committed to research in teaching and learning in the human services and are the authors of several other texts, including Introduction to Human Services; An Introduction to Human Services: Cases and Applications; The Helping Process: Assessment to Termination; and Interviewing: What Students Want to Know. dedication We dedicate this text to the colleagues, students, and practitioners who are committed to helping clients improve their lives. Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203 Brief Contents Part 1 introduction to Case Management 1 introduction to Case Management 2 2 historical Perspectives on Case Management 40 3 Methods of delivering Case Management Services 70 4 Ethical and Legal Perspectives 106 5 Working with diverse Populations 145 Part 2 the Case Management Process 6 the Assessment Phase of Case Management 178 7 Effective intake interviewing Skills 205 8 Service delivery Planning 236 9 Building a Case File 274 10 Service Coordination 317 Part 3 Working within the Social Service delivery System 11 Working within the organizational Context 358 12 the Case Manager’s Professional Growth and development 394 References 432 Glossary 446 index 454 iv BRIEF CONTENTS Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203 Contents Preface xv Part 1 introduction to Case Management 1 1 introduction to Case Management 2 Case Management Defined 3 Introduction 3 My Story: Sharon Bello, Entry 1.1 4 CLASS DISCUSSION—A Focus on the Definition of Case Management 7 Traditional Case Management 7 Case Management Today 8 CLASS DISCUSSION—A Focus on the Definition of Case Management (A Reassessment) 9 Want More Information? Learning More About the Definition of Case Management 9 CLASS DISCUSSION—Develop Your Own Definition of Case Management 10 The Process of Case Management 11 My Story: Sharon Bello, Entry 1.2 12 CLASS DISCUSSION—Getting to Know Sharon 13 Assessment 14 My Story: Sharon Bello, Entry 1.3 14 My Story: Sharon Bello, Entry 1.4 18 CLASS DISCUSSION—Studying Sharon’s Experiences: Applying for Services 18 My Story: Sharon’s Case Manager, Tom Chapman, Entry 1.5 18 CLASS DISCUSSION—Information Gathered During the Assessment Phase 18 My Story: Sharon Bello’s Case Manager, Tom Chapman, Entry 1.6 22 CLASS DISCUSSION—Summarize What You Now Know About the Case Management Process 22 My Story: Sharon Bello’s Case Manager, Tom Chapman, Entry 1.7 23 My Story: Sharon Bello’s Case Managers, Tom Chapman and Susan Fields, Entry 1.8 24 CLASS DISCUSSION—Describing the Work of a Case Manager: Tom Chapman and Susan Fields 25 Planning 25 Implementation 27 My Story: Sharon Bello, Entry 1.9 28 CLASS DISCUSSION—Sharon’s View of Changing Majors and the Service Plan 29 Three Components of Case Management 29 Principles and Goals of Case Management 31 Integration of Services 31 Voices from the Field: Research and Practice 32 Continuity of Care 33 Equal Access to Services/Advocacy 34 Quality Care 34 Client Empowerment 35 Self-Determination 36 Evaluation 37 1 introduction to Case Management 2 CONTENTS v Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203 Deepening Your Knowledge: Case Study 37 Discussion Questions About Deborah and Her Family 38 Chapter Summary 38 Chapter Review 39 2 Historical Perspectives on Case Management 40 Introduction 41 Perspectives on Case Management 43 CLASS DISCUSSION—Relate Sam’s Experience to the Case Management Process 45 My Story: Sharon Bello, Entry 2.1 47 My Story: Sharon’s Case Manager, Tom Chapman, Entry 2.2 48 CLASS DISCUSSION—Describe Sam’s Involvement in the Case Management Process 49 The History of Case Management 49 Early Pioneers 50 Box 2.1: A Hull House Girl 51 Want More Information? Learning About the History of Case Management 52 The Impact of World War I and World War II and the American Red Cross 53 The Impact of Federal legislation 54 Box 2.2: The Older Americans Act of 1965 55 Box 2.3: Federal Programs SSDI Program 55 My Story: Sharon Bello, Entry 2.3 59 CLASS DISCUSSION—A Look at the History 59 The Impact of Managed Care 59 Voices from the Field: Research and Practice: Case Management Society of America: Our History 63 The Professionalization of Case Management and Expanding Responsibilities 66 CLASS DISCUSSION—Talking About Managed Care 67 Deepening Your Knowledge: Case Study 67 Discussion Questions About Nancy 68 Chapter Summary 68 Chapter Review 69 3 Methods of Delivering Case Management Services 70 Introduction 71 Methods of Delivering Case Management Services 72 How Case Management Services Are Delivered 73 Comprehensive Case Management: Wisconsin’s Model Approach for W-2 Participants 75 CLASS DISCUSSION—Studying the One-Stop Comprehensive Services Method 76 CLASS DISCUSSION—Determining the Best Method of Service Delivery 78 My Story: Sharon Bello, Entry 3.1 78 Who Assumes the Responsibility of the Case Management? 79 My Story: Susan Fields, Sharon Bello’s Case Manager, Entry 3.2 84 Voices from the Field: Research and Practice 84 CLASS DISCUSSION—Discussing Who Should Assume the Role of Case Manager 85 Roles in Case Management 85 Want More Information? Roles, Responsibilities, Jobs 89 Job Announcement #1: Case Manager 90 Job Announcement #2: Case Manager/Administrator 92 CLASS DISCUSSION—What Roles Are Most Important? 93 Topics in Case Management Today 93 2 Historical Perspectives on Case Management 40 3 Methods of Delivering Case Management Services 70 vi CONTENTS Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203 My Story: Susan Fields, Sharon Bello’s Case Manager, Entry 3.3 94 CLASS DISCUSSION—Discuss Your Organizational and Time Management Skills 96 CLASS DISCUSSION—What Are Your Strengths or Personal Qualities That Will Support Your Work as a Case Manager? 101 Multicultural Perspectives 101 Deepening Your Knowledge: Case Study 102 Key Components of Case Management 102 Case study questions about the drug court 104 Chapter Summary 104 Chapter Review 105 4 Ethical and Legal Perspectives 106 Introduction 108 Confidentiality 110 CLASS DISCUSSION—Working with Issues of Confidentiality 115 MORPC Social Media Guidelines 117 CLASS DISCUSSION—Working Through Issues of Confidentiality and Technology 119 My Story: Sharon Bello, Entry 4.1 119 CLASS DISCUSSION—Working Through Issues of Confidentiality and the Use of Interpreters 121 Family Disagreements 121 Want More Information? End-of-Life Care 123 CLASS DISCUSSION—Working Through Issues of Family Disagreements 124 Working with Potentially Violent Clients 125 My Story: Alma Grady, Sharon Bello’s Case Manager, Entry 4.2 126 Voices from the Field: Research and Practice: Steps to Reduce Violence in the Workplace 127 CLASS DISCUSSION—Determine How You Would Assess the Likelihood of Violence in the Workplace 129 Duty to warn 130 Working in the Managed Care Environment 132 Autonomy 134 Client Preferences: One Component of Autonomy 136 CLASS DISCUSSION—Thinking About the Issue of Autonomy 137 Autonomy and End-of-Life Issues 138 Breaking the Rules 138 Making Sense of Ethical Issues 141 CLASS DISCUSSION—Making Sense of Ethical Issues 141 Deepening Your Knowledge: Case Study 142 Discussion Questions 142 Chapter Summary 143 Chapter Review 144 5 Working with diverse Populations 145 Introduction 146 My Story: Sharon Bello, Entry 5.1 148 Voices from the Field: Research and Practice 149 Understanding Client Populations 150 My Story: Alma Grady, Sharon Bello’s Case Manager, Entry 5.2 150 4 Ethical and Legal Perspectives 106 5 Working with diverse Populations 145 CONTENTS vii Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203 Working with African Americans 151 History 151 Ethnic or racial identity 151 Role of the Family 151 Religion/Spirituality 152 Challenges 152 Approaches to Case Management 152 CLASS DISCUSSION—Understanding identity development is important 153 Working with Arab Americans 153 History 153 Racial or Ethnic Identity 153 Role of the Family 154 Religion/Spirituality 154 Challenges 154 Approaches to Case Management 154 Working with Asian Americans 155 History 155 Racial or Ethnic Identity 155 Role of the Family 156 Religion/Spirituality 156 Challenges 156 Approaches to Case Management 156 CLASS DISCUSSION—Comparing the History, Beliefs, and Traditions of Arab American and Asian Americans 157 Working with European Americans 157 History 157 Racial or Ethnic Identity 157 Role of the Family 158 Religion/Spirituality 158 Challenges 158 Approaches to Case Management 158 Working with Latina/Latino Americans 159 History 159 Racial or Ethnic Identity 159 Role of the Family 159 Religion/Spirituality 160 Challenges 160 Approaches to Case Management 160 My Story: Sharon Bello and Alma Grady, Entry 5.3 161 CLASS DISCUSSION—Examining How Your Own Viewpoint Influences Your Thoughts About European American and Latina/Latino Populations 161 Working with Native Americans 161 History 161 Racial or Ethnic Identity 162 Role of the Family 162 Religion/Spirituality 162 Challenges 162 Approaches to Case Management 163 Working with Women and Men 163 History 163 Gender Identity 164 Role of the Family 164 viii CONTENTS Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203 Challenges 164 Approaches to Case Management 165 My Story: Alma Grady, Sharon Bello’s Case Manager, Entry 5.4 166 CLASS DISCUSSION—Preparing to Work with the LBGT Population 166 Working with Sexual Minorities 167 History 168 Identity Development 168 Role of the Family 169 Religion/Spirituality 169 Challenges 170 Approaches to Case Management 170 My Story: Sharon Bello, Entry 5.5 170 Working with Individuals with Disabilities 171 History and Definition 171 Important Variables 172 Identity 172 Religion/Spirituality 172 Challenges 172 Approaches to Case Management 173 Want More Information? Working with Diverse Populations 173 Multicultural Case Management: Your Next Steps 174 Chapter Summary 175 Chapter Review 175 Part 2 the Case Management Process 177 6 Assessment Phase of Case Management 178 Introduction 179 Application for Services 181 The Interview Process 185 My Story: Sharon Bello, Entry 6.1 188 Structured and Unstructured Interviews 188 Voices from the Field: Strengths Assessment 188 CLASS DISCUSSION—Developing a Plan to Assess Client Strengths 190 Social History 191 Confidentiality 192 Evaluating the Application for Services 192 CLASS DISCUSSION—Describe How Sharon Bello Was Evaluated for Services 195 Case Assignment 195 Documentation and Report Writing 195 Process Recording and Summary Recording 195 Intake Summaries 197 Want More Information? 199 Staff Notes 199 My Story: Tom Chapman, Sharon Bello’s Case Manager, Entry 6.2 200 CLASS DISCUSSION—Insights About Assessment 202 Deepening Your Knowledge: Case Study 202 Discussion Questions 203 Chapter Summary 203 Chapter Review 204 6 Assessment Phase of Case Management 178 CONTENTS ix Copyright 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-200-203 7 Effective intake interviewing Skills 205 Introduction 206 Attitudes and Characteristics of Interviewers 207 CLASS DISCUSSION—Checking Your Biases 209 Clients may be Different from You 210 Essential Communication Skills 213 Interviewing Skills 215 Listening 216 My Story: Sharon Bello, Entry 7.1 217 Questioning 218 Voices from the Field: Counseling Intake Interview Questionnaire 220 Responding 226 CLASS