Generalist Case Management Chapter 1

Case management
A creative and collaborative method of service delivery, involving skills in assessment, consulting, teaching, modeling, and advocacy, that is intended to enhance the functioning of the client.
Case manager
A helping professional who provides direct services to clients, links clients to services and monitors the process.
Assessment
The first phase of case management that involves evaluating the need or request for services and determining the eligibility for services.
Planning
The second phase of case management, in which the case manager and the client develop a service plan.
Implementation
The third phase of case management, in which the service delivery occurs; the case manager either provides the services or oversees their delivery.
Case review
A periodic examination of a client’s case.
Documentation
Written presentation of data, observations, interviews, and services.
Record
Any type of information related to a client’s case, including history, observations, examinations, diagnosis, consultations, and financial and social information.
Whole person
A holistic view of the individual.
Continuity of care
Comprehensive care provided during and after service delivery.
Equal access to services
Nondiscrimination in granting services. Because of the commitment to equal access, the case manager assumes the role of advocate and develops ways of extending services.
Quality care
An emphasis on providing the best services in terms of effectiveness and efficiency.
Client empowerment
Developing the client’s self-sufficiency to enable him or her to manage life without total dependence on the human service delivery system.
Evaluation
A critical part of case management that is the assessment of the process, the outcomes, and the quality of the process.
Self-determination
Determination by oneself, without outside influence.