Premium Essay

Case Management

In: Social Issues

Submitted By landsberger
Words 254
Pages 2
Application for services: assessment, applicants, clients, interview
Interview: Content/process. Structured, Semi-structured, Unstructured
Evaluating Clients for services: Gathering information, review of information, assessing information ,establishing eligibility.
Documentation and report writing: process recording, summary recording, intake summaries, staff notes: soaps
Intake interview: understand the problem, understand the situation, get to know the applicant, Gather information
What we need to understand: Attitudes and characteristics of interviewers, communication skills
Attitudes and characteristics of interviewers: related to the self: self-awareness, personal congruence
Related to the treatment of others respect, empathy, cultural sensitivity
Cultural sensitivity
Each client is unique
Language has different meanings
Purpose of the interview and the case manager’s role Clients may be different than you.
Essential Communication skills:
Active listening
Questioning
Responding
Listening
(s) Facing the client squarely)
(o) Have an open posture)
(L) Leaning into the person)
(E) Eye contact)
(R) Be relaxed
Attending behavior
Themes
Listening for purpose
Be alert
Only interrupt when necessary
Use silence as a tool
Questioning Open-ended questions: what? How? Could? Could you? Can you? Why? (For what purpose)
Closed-ended questions. Responding: Minimal encouragers (minimal responses/vernal following): Paraphrasing, reflection , clarification, summarizing
Interviewing pitfalls: Premature problem solving, giving advice, overreliance on closed questions, rushing to fill silence
Intake: getting to know the client, gathering information.
Service palnning and service delivery: revistiting the assessment phase, developing a plan for services identifying services, gathering additional information.
Revisting the assessment phase...

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