Integrated Social Services: Reaching the Most Vulnerable. Training package for case managers

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Integrated Social Services: Reaching the Most Vulnerable. Training package for case managers

  1. 1. CASE MANAGEMENT TRAINING PACKAGE Module 1. About Case Management:a brief historical review and the basic concepts for a modern application of Case Management methodology
  2. 2. Case ManagementCase Management is the ability to provide thenecessary assistance in situations of great socialneed, through a planning process which joins differentwelfare benefits provided by external providers withrationality and efficiencyIt operates in a context where there is:• the existence within the welfare system of several - sometimes fragmented - treatment responses• the existence of competition between different providers of social services Case Management – module 1 – slide 2
  3. 3. Case Management implies the policy choice of community care (1)Case Management involves mainly a politicaldecision to organize the care of vulnerablepeople in their living place, with particularreference to assistance at home or, if this isnot possible, in small day or residentialfacilities, located in their place of origin andwell integrated in the social context Case Management – module 1 – slide 3
  4. 4. Case Management implies the policy choice of community care (2)In other words, it implies: that the entire existing system of social protection breaks down into many independent pieces(individual services) to be involved based on the needs of any individual case, in an individual plan in the case of users interned in large residential structures, that their project is placed undera single manager, to optimize resource utilization and quality of life, especially in view of projectstargeted at the discharge and the reintegration into the community of origin . greater participation of users, through empowerment policies (giving power and ability to peoplein order to reduce their dependence) and advocacy policies (safeguarding rights and providing anopportunity to be active and politically visible citizens)an active role of Civil Society and local NGOs home help (the right to stay at home or at least in ones territory) and deinstitutionalization.In a word, the "normalization" of life for people in needParticularly, in the field of child protection, the CM requires the recognition ofchildren’s rights: the right to be educated in a socially rich and welcomingenvironment, but, even before that (both in terms of time and importance), theright to grow up in an “able” and untroubled family Case Management – module 1 – slide 4
  5. 5. Goals and benefits of Case Management1. Ensure continuity of care;2. Ensure that the services provided meet the fullrange of needs of the client and their variationover time;3. Help people (users and those who take care of them, like thefamily) to access the necessary services, overcoming obstaclesassociated with unfamiliar procedures or limited personalresources, including economic and cultural ones;4. Ensure that the services are provided by the varioussuppliers in an appropriate, timely and non-overlapping way. Case Management – module 1 – slide 5
  6. 6. The expected benefits of Case Management (1) 1. A better adaptation to individual needs through a "needs-led" approach rather than one "led by available resources"; 2. A clear division of responsibilities between those who must ensure the functions of assistance assessment and planning and those who shall deliver the specific services identified in the individual plan; 3. More appropriate responses to individual needs thanks to the assessment of needs, which guides operational decisions; 4. A wider choice between different projects or opportunities of action; 5. A philosophy of partnership and alliance that binds the user, the case manager, and the system of public and private services; Case Management – module 1 – slide 6
  7. 7. The expected benefits of Case Management (2) 6. A greater possibility to address the needs of disadvantaged individuals (appropriateness criteria); 7. Increased reliability and continuity of care and an increased duty for professionals to be accountable for their decisions (accountability), in order to benefit users and those involved in their care; 8. More chances to protect (advocacy) and empower users; 9. Better functional integration of the various services required, especially if these are provided by different organizations or institutions. Case Management – module 1 – slide 7
  8. 8. What’s different in Case Management? Case evaluation From the traditional perspective From the Case Management perspectiveIt is based on the It is based on theexisting services individual needAdministrative proceduresmanagement (family Case Managementbenefits) Process evaluation Results’ evaluation (number of provisions) (need reduction) Case Management – module 1 – slide 8
  9. 9. Decision of the Case ManagerAnalysis of Promotesalternative solutions involvement ofto identified social networkproblems The main goal of the Case Manager is to reduce the number of provisions, whilst at the same time promoting the welfare of people Case Management – module 1 – slide 9
  10. 10. The main steps of Case Management1. Assessment of needs, combining the objectivetechnical aspects (diagnosis and professionalevaluations) with subjective evaluations of the peopleconcerned (perceived needs);2. Definition of an Individual Social Project and of acorresponding service package;3. Implementation of the Individual Project and"purchase" of services from external providers ;4. Monitoring and evaluation, taking into account theviews of the people concerned and making appropriatechanges to the Project. Case Management – module 1 – slide 10
  11. 11. Traditional meta-model of Case ManagementBUSINESS META-MODEL: this gives a precise welfare budget tothe social worker (Case Manager), connects these funds to aspecific case (user), and then gives the social worker discretionaryspending power, in order to provide the necessary welfare benefits.This model is more consistent with the criteria of appropriatenessand efficiency, and has shown its usefulness particularly in thedeinstitutionalization process (e.g.: UK).MEDIATION META-MODEL: financial resources are allocated tothe user, who will choose and pay his/her Case Manager, whofunctions essentially as a broker who "buys" the required service onbehalf of his/her clients. This model is clearly more consistent withadvocacy and empowerment policies, and has shown its usefulnessparticularly for disabled and elderly people with cultural andmaterial resources (e.g. USA and Canada). Case Management – module 1 – slide 11
  12. 12. The limitations of traditional Case Management 1. It tends to increase the control requirements on the work of the Case Manager and, therefore, can result in increased bureaucracy; 2. Above all, it lacks a vision of "relational" social assistance: the network of formal and informal relationships that revolve around the users seems to disappear in the face of demands for market rationalization and control. For these reasons, a more modern meta-model has been developed which improves the “business meta-model” towards a more relational meta-model, known as “SOCIAL NETWORKING”. The following stages of this training package explore this meta-model in more detail Case Management – module 1 – slide 12
  13. 13. Professional ethics of the Case Manager (1)The Case Manager has the moral responsibility to make sure that everything possible is done to protect and provide care to the client The Case Manager is the first one responding to the case, ensures the collection of required data and organises the required actions The Case Manager can delegate some activities to others, but has the final and overall responsibility for implementationThe Case Manager stands up and advocates for the best interests, the rights and needs of the client, not of other persons The Case Manager ensures the involvement and active participation of all the persons who can be part of the coping network of the client Case Management – module 1 – slide 13
  14. 14. Professional ethics of the Case Manager (2)The Case Manager doesn’t have to decide alone on actions to be taken, but has to ensure that decisions are taken and actions implemented The Case Manager has to develop good communication skills, to convince people to participate and act in the best interests of the client The Case Manager mediates among the positions of different persons, and facilitates information sharing and cooperationThe Case Manager needs also to be able to provide basic support to people in crisis, like a wise friend! Case Management – module 1 – slide 14

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