Case Management
     • How do you define Case Management? 
          Case Management is a process to plan, seek, advocate for, and 
      monitor services from different social services or organizations 
      and staff on behalf of a client. The process enables workers in an 
      organization, to coordinate their efforts to serve a given client 
      through professional teamwork, thus expanding the range of 
      needed services offered. Case management limits problems 
      arising  from  fragmentation  of  services,  staff  turnover,  and 
      inadequate coordination among providers.  (Barker, 2003).
           Knowledge and Cultural Competency
       • Knowledge- Due to the client population we serve, it is very critical for all 
        individuals performing case management duties to be WIOA knowledgeable. 
        This  includes  knowledge  of  the  State's  policy  as  well  as  your  agency's 
        Policies and Procedure, processes, and internal (one-stop)/external partners.
       • Cultural Competency-  includes knowledge, attitudes, and skills that 
        support providing appropriate services for people from different 
        backgrounds and cultural groups. Culture influences your organization and 
        program performance.
       • Being knowledgeable and culturally competent:
              Establishes trust between clients and their Advisors
                Promotes client engagement and buy in
            Provide clients with useful resources to meet their needs 
                                                                                  Assessments
                                      Assessment is an ongoing process of gathering information that is applicable to the 
                                     •
                                      client, which helps to evaluate concerns, identify strengths, challenges and create goals.  
                                      WIOA Assessments/planning includes but not limited to:
                                     •
                                            1Ap. plication
                                            2TA.BE
                                            3Pr.ove IT
                                            4O*N.   ET Interest Profiler 
                                            5Ob. jective Assessment Summary
                                            6In.dividualized Service Strategy (ISS)
                                            7In.dividual Employment Plan (IEP)
       Case Note Documentation Standards
       • Why is good case documentation necessary?
         • Case notes document the chronology of events and activities through the “life” 
          of an open case record.
         • Case notes may serve as a legal record of the organization’s efforts to serve a 
          customer as well as the customer’s responses.
         • Case notes allow multiple staff to handle issues as they arise because all can 
          reference the current status of a given case.
         • Case notes are invaluable to reviewers in monitoring case activity; usually, the 
          case notes are reviewed first by monitors to frame the case and reference other 
          important case record contents.
         • “If it is not documented, it did not happen!”  Case notes allow staff to 
          demonstrate the level and intensity of services provided to customers.
         •  Consistency within and among a series of records increases the professionalism 
          of overall case management.
                Case Note Documentation 
                         Standards (cont.)
           Who should document?
           •
           Any staff having contact with the customer or case should document that activity, even if the case is not assigned to that 
           •
           staff person.
            
           What should be documented?
           •
           All case activity and interactions should be noted in the record concisely, objectively,    thoroughly, timely, and accurately 
           •
           indicating the following:
           Telephone calls, emails, office visits, field visits, letters, staffing notes/discussions
           •
            Summary statements:
           •
           •  Closure statements should explain why the case was closed.
            Transfer statements should explain the progress to date and the reason for transfer; should be a snapshot for the 
            •
            receiving staff person.
            •   Keep in mind:  “Is the case note specifically relevant to this case record?”