Individuals and families who receive Case Management Services access and use resources and supports that build on their strengths and meet their service needs.
CM 10: Personnel
Case management personnel are qualified by professional training and experience to access and coordinate services for the populations served.
Table of Evidence
|Self-Study Evidence||On-Site Evidence||On-Site Activities|
Case managers are qualified by:
- a bachelor’s degree in a human service field;
- case management certification; or
- a bachelor’s degree in a field other than a human service, with appropriate experience.
Case managers are respectful of the individuals and families served, and are:
- able to recognize strengths;
- sensitive to the needs of individuals and families in crisis; and
- culturally and linguistically competent.
Case managers receive training on the following topics:
- establishing rapport and a professional relationship with service recipients;
- methods of engaging individuals and families;
- special issues related to working with the identified service population;
- coordinating services as part of a team;
- linking service recipients, and making referrals to, community services;
- knowledge of community programs and how to access services;
- case advocacy;
- confidentiality and professional ethics;
- knowledge of public assistance programs, eligibility requirements, and benefits; and
- the organization’s emergency plan, and disaster relief resources, planning and procedures.
Supervisors of case managers are qualified by:
- an advanced degree in social work or a comparable human service field from an accredited institution and a minimum of two years’ experience in direct services or case management;
- a bachelor’s degree in a human service field and four years’ experience in direct services or case management; and/or
- licensure or certification.
A supervisor or case manager is available to provide case consultation whenever services are provided.
Caseload sizes are sufficiently small to permit case managers to respond flexibly to differing service needs of individuals and families, including frequency of contact.
Employee workloads support the achievement of client outcomes, are regularly reviewed, and are based on an assessment of the following:
- the qualifications, competencies, and experience of the worker, including the level of supervision needed;
- the work and time required to accomplish assigned tasks and job responsibilities; and
- service volume, accounting for assessed level of needs of new and current clients and referrals.