WorkingWithCaseManagersGuide-3.2025 - Flipbook - Page 8
Working with Case Managers
Part 2: Key Skills of Case Managers
Positive relationship building:
1.
Respect people’s backgrounds and life experiences. Case
managers respect all people regardless of their culture, life
experiences, or disabilities.
2.
Build rapport. Case managers have good relationships with the
people they work with. They build trust so participants and
caregivers feel comfortable asking them for help.
3.
Support decision making. Case managers help participants set
goals and make informed decisions.
4.
Incorporate feedback. Case managers ask participants and
caregivers for feedback and make changes based on this feedback.
Effective communication:
5.
Communicate clearly. Case managers are clear communicators
and easy to understand.
6.
Listen generously. Case managers are good listeners. They
encourage participants and caregivers to share their thoughts,
feelings, and needs.
7.
Check for understanding. Case managers check that participants
and caregivers understand what was discussed. Case managers also
ask questions to make sure they understood what participants and
caregivers tell them.
Professionalism:
8.
Explain roles and responsibilities. Case managers tell participants
and caregivers what to expect from them.
9.
Prioritize and respond in a timely way. Case managers respond
promptly to participant and caregiver requests. They prioritize and
respond immediately to emergencies.
10. Are reliable. Case managers do what they say they will do.
February 2025 > Mathematica® Inc.
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