1 Case Management Techniques Tools of the Trade. 2 Case Management Techniques Time Management What is time management? Time Management is about knowing.

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Case Management Techniques

Tools of the Trade

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Case Management Techniques Time Management

What is time management?

Time Management is about knowing where you want to go and getting yourself organized enough to get there.

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Case Management Techniques Time Management

This is not just a case manager issue, but a RWB issue as well

Does the RWB allow customers to stop in at any time and see his or her case manager without an appointment?

If so, it may be difficult for case managers in your area to effectively manage his or her cases

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Case Management Techniques Time Management

What are strategies that can eliminate this type of strain on case managers?

Have an on-call worker for emergencies

If its not an emergency, the on-call worker can schedule another appointment when the customer’s case manager is available

Rover case manager

Create a walk-in calendar for the front desk to use. Each case manager places one walk-in appointment slot on the calendar for staff at the front desk to schedule appointments

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Case Management Techniques Time Management

Three important elements of time management are

Planning

Prioritizing

Scheduling

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Case Management Techniques Time Management

Planning

Plan time to review case-to-do’s

Longer appointments in the mornings

First appointment

Initial assessment review/IRP

Shorter appointments in the afternoon

Collecting documentation

Updating steps to self-sufficiency

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Case Management Techniques Time Management

Prioritizing

What’s more important?

First appointment

Initial assessment review/IRP

Shorter appointments in the afternoon

Collecting documentation & support services

Updating steps to self-sufficiency

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Case Management Technique Time Management

Prioritizing your caseload Making Case Management Work: Empowering people

of change by Dr. Beverly Ford

Three levels of readiness

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Time Management By dividing your caseload into one of the three levels of readiness

can help you, as a case manager, better assist your participant

Levels of Readiness

Level I- Can the participant be job ready within the next six months

Level II- Can the participant be job ready in less than a year

Level III- It will take the participant more than a year to become job ready

Case Management Technique

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Case Management Techniques Time Management

Scheduling

Schedule appointments that allow time to discuss

Issues that may hinder participation

Customer concerns

Allow time to

Enter data and case notes

Put participant’s case file away

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Case Management Techniques What are some effective time management

tools?

Outlook calendar

Other appointment tracking software

PIM One

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Longer appointments in the morning

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Case Management Techniques Outlook

Outlook may also be used to:

Track pre-penalties

Track three days for good cause if a 2nd failure has occurred within 30 days

Keep record of if the participant showed for the appointment or not

Color coding missed appointments

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Case Management Techniques PIM One

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Case Management Techniques What is PIM One?

PIM One looks like an electronic day planner

Organizational tabs

Users can set appointments

Set tasks or to-do’s

Has password protect ability

Provides interval reminders at your specification

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Case Management Techniques Organization

Filing and Scanning

Who’s responsible for filing/scanning documents?

Is each case manager responsible for filing documentation?

Is there another person responsible for filing?

How soon after documentation is received is it required to be placed in the file or scanned?

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Case Management Techniques Organization

Touch Only Once Rule

Complete all tasks on the case when you meet with the participant

Documentation

Data entry

Case notes

Put it away

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Case Management Techniques Organization

Filing and Scanning

Is there a “checks and balance” system to ensure that all documents are scanned correctly?

Does staff check to make sure the wrong side of the document has not been scanned?

Do they check to see if both sides of a double-sided document has been scanned?

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Case Management Techniques Organization

Data Entry

Are case managers responsible for data entry or is another staff member responsible for all data entry?

If data entry staff are entering data in OSST, who follows up on the case to ensure that the participant is in compliance?

How soon after receiving documentation must data be entered?

Who checks and verifies the accuracy of the data entered?

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Case Management Techniques Organization

Setting Reminders (OSST To-Do’s)

Using OSST To-Do’s is an effective way to remind yourself of

Activity start dates

Documentation due dates

Activity end dates

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Case Management Techniques Entering a Case To-Do

Start by looking at the participant’s activity

Look at the participant’s IRP

Look at steps to self-sufficiency

Based on information you will enter reminders pertinent to the participant’s case

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Start off by going into the participant’s case. Click on “Case To-Do’s” on the left navigation tool

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Choose what type of alert you want to display. Here we chose “Special Alert”

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Enter the date you want the alert to generate and the participant’s requirement.

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Case Management Techniques Communication

How effective is your communication?

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Case Management Techniques Communication

Use customer friendly language

Avoid jargon

Don’t assume that something is obvious

Ask customer to recap discussion

Clarify and correct, when appropriate

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Case Management Techniques Accountability

Holding participants accountable

Appointment letters

JPR Reminders and Reminder Notices

Time sheets

IRP

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Case Management Techniques Summary

Have a system and keep it simple Train staff on system

Every day needs a plan of action Plan

Update your calendar and create a to-do list

Prioritize Divide tasks into high and secondary priorities

Schedule Try your schedule and update it to fit your needs

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Case Management Techniques Summary

Communication

Train staff on communication

Both written and verbal communication

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Reference Ford, B.(2002). Making case management

work: Empowering people for change. Macon, GA: ASM Associates

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Case Management Techniques

Questions?

Please contact the Welfare Transition Team at 1-866-352-2345.

An equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. All voice telephone numbers on this document may be reached by

persons using TTY/TDD equipment via Florida Relay Service at 711.