Generalist Case Management : A Method of Human Service Delivery

Preface xvii Introduction to Case Management 1(30) Case Management Defined 2(3) Traditional Case Management 3(1) Case Management Today 4(1) The Process of Case Management 5(16) Assessment 7(9) Planning 16(3) Implementation 19(2) Three Components of Case Management 21(2) Principles and Goals of Case Management 23(4) Integration of Services 23(1) Continuity of Care 24(1) Equal Access to Services 25(1) Quality Care 25(1) Client Empowerment 26(1) Evaluation 27(1) Chapter Summary 27(1) Chapter Review 28(3) Historical Perspectives on Case Management 31(28) Perspectives on Case Management 32(6) Case Management as a Process 32(3) Client Involvement 35(2) The Role of the Case Manager 37(1) Utilization Review and Cost-Benefit Analysis 38(1) The History of Case Management 38(12) A Pioneering Institution 39(1) Early Pioneers 40(3) The Impact of World Wars I and II and the American Red Cross 43(1) The Impact of Federal Legislation 44(6) The Impact of Managed Care 50(4) History of Managed Care 50(1) Defining Managed Care 51(1) Models of Managed Care 51(3) Expanding the Responsibilities of Case Management 54(1) Chapter Summary 54(1) Chapter Review 55(4) Models of Case Management 59(20) Models of Case Management 60(10) Role-Based Case Management 61(4) Organization-Based Case Management 65(2) Responsibility-Based Case Management 67(3) Roles in Case Management 70(4) Advocate 70(1) Broker 71(1) Coordinator 71(1) Consultant 72(1) Counselor 72(1) Planner 72(1) Problem Solver 73(1) Recordkeeper 73(1) Wanted: Case Managers 74(1) Job Announcement #1: Case Manager 74(1) Summary 74(1) Duties and Responsibilities 74(1) Minimum Job Requirements 75(1) Job Announcement #2: Case Manager/Administrator 75(2) Summary 75(1) Duties and Responsibilities 75(1) Minimum Job Requirements 76(1) Knowledge, Skills, and Abilities Required 76(1) Chapter Summary 77(1) Chapter Review 77(2) The Assessment Phase of Case Management 79(24) Application for Services 80(12) The Interview 82(7) Evaluating the Application for Services 89(3) Case Assignment 92(1) Documentation and Report Writing 93(7) Process Recording and Summary Recording 93(2) Intake Summaries 95(1) Staff Notes 96(4) Chapter Summary 100(1) Chapter Review 100(3) Effective Intake Interviewing Skills 103(28) Attitudes and Characteristics of Interviewers 105(6) Essential Communication Skills 111(16) Interviewing Skills 113(14) Interviewing Pitfalls 127(1) Chapter Summary 128(1) Chapter Review 129(2) Service Delivery Planning 131(30) Revisiting the Assessment Phase 133(1) Developing a Plan for Services 134(9) Identifying Services 143(3) Information and Referral Systems 144(1) Setting Up a System 145(1) Gathering Additional Information 146(12) Data Collection Methods for the Case Manager 146(1) Interviewing 146(3) Testing 149(9) Chapter Summary 158(1) Chapter Review 158(3) Building a Case File 161(50) Medical Evaluation 162(10) Medical Exams 163(4) Medical Terminology 167(5) Psychological Evaluation 172(13) Referral 173(2) The Process of Psychological Evaluation 175(10) Social History 185(15) Other Types of Information 200(8) Chapter Summary 208(1) Chapter Review 208(3) Service Coordination 211(26) Coordinating Services 212(12) Resource Selection 214(1) Making the Referral 215(4) Monitoring Services 219(4) Working with Other Professionals 223(1) Advocacy 224(5) How to Be a Good Advocate 226(3) Teamwork 229(5) Treatment Teams 229(1) Types of Teams 230(2) Teams with Families and Friends 232(1) Benefits of Teams 233(1) Chapter Summary 234(1) Chapter Review 235(2) Working Within the Organizational Context 237(28) Understanding the Organizational Structure 238(10) The Organization's Plan 239(1) Structure of the Organization 240(4) The Informal Structure 244(2) The Organizational Climate 246(2) Managing Resources 248(6) What Exactly Is a Budget? 248(2) Features of a Budget 250(1) Sources of Revenue 251(3) Improving Services 254(7) What Is Quality? 254(1) Conducting a Utilization Review 255(1) Planning Quality Assurance Programs 256(5) Chapter Summary 261(1) Chapter Review 261(4) Ethical and Legal Issues 265(28) Family Disagreements 267(2) Working with Potentially Violent Clients 269(1) Confidentiality 270(6) Confidentiality and Technology 274(1) Confidentiality and Interpreting 275(1) Duty to Warn 276(3) Working in the Managed Care Environment 279(2) Autonomy 281(5) Client Preferences: One Component of Autonomy 283(2) Autonomy and End-of-Life Issues 285(1) Breaking the Rules 286(2) Chapter Summary 288(1) Chapter Review 289(4) Surviving as a Case Manager 293(22) Themes in Case Management Today 294(7) Performance of Multiple Roles 295(1) Organizational Abilities 295(2) Communication Skills 297(1) Setting-Specific Knowledge 298(1) Ethical Decision Making 298(1) Boundaries 299(1) Critical Thinking 299(1) Personal Qualities 299(2) Case Study 301(3) Survival Skills 304(7) The Prevention of Burnout 305(2) Managing Time 307(2) Time-Management Techniques 309(1) Assertiveness 310(1) Chapter Summary 311(1) Chapter Review 312(3) Glossary 315(6) Index 321