SOCIAL CASE MANAGEMENT

MARY GRACE Z. BLANDO, RSW

Department of Social Welfare and Development
 PROBLEM-SOLVING PROCESS
A cognitive process, a rational procedure
involving a series of steps to be followed
sequentially to solve a problem.
 HELPING PROCESS

• The context in which social workers (SW) use

the problem-solving process; not just a
cognitive process since it involves a
relationship between two parties, the SW and
the client system.
 HELPING PROCESS
• Aimed at assisting people to
regain equilibrium and to
achieve growth in coping
capacities by developing new
resources or employing
untapped resources in ways
that reduce tension and
achieve mastery of problems.
 SOCIAL WORK HELPING PROCESS
• Refers to the progressive transaction between
the professional social worker and the client,
consisting of a series of problem-solving
activities aimed at assisting people to regain
equilibrium and to achieve growth in coping
capabilities.
What is a Case?
A person in a crisis situation in need or seeking help

What is Management?
This is how the social worker and the members of
the agency professional team enable the client to
perform specific tasks or activities, and use the
agency and other resources to reach or achieve a
desired result in a scientific systematic way.
What is Social Case Management?

 In social work, it is the process of enabling persons mobilize

his/her resources (internal and external) to achieve a desired
outcome (behavioural or environmental) to improve his/her
functioning. (Jamias 2004)

 It is the process of helping individuals in different situations, but

usually, in a one to one relationship, deal with his/her difficulty,
discomfort, stress or dysfunction and help him/her access to
resources that will enable him/her to deal with this. (Jamias 2004)
 It is an interactive process which the social worker and
the client and other significant persons in his/her life
consciously work together to resolve a problem,
discomfort, anxiety or stress.

 It is a way of delivering services where a social worker

assumes responsibility for assessing a client with what
services he/she needs, and helps obtain those services for
the client. (Mendoza 2002)
 It is a delivery system that organizes, coordinates and
sustains a network of formal and informal support and
activities designated to optimize the functioning and well-
being of people with multiple needs. (Mosley 1989)

 It is a method of providing services whereby the

professional social worker assesses the needs of the client
and the client’s family when appropriate, and arranges,
coordinates, monitors, evaluates and advocates for a
package of multiple services to meet the specific client’s
complex needs. (NASW, USA)
 SW CASE MANAGEMENT
Basis : “a trusting and empowering direct relationship
between the social worker and the client ….

….. to expedite the client’s use of services along a

continuum of care and to restore or maintain the
client’s independent functioning to the fullest extent
possible.” (NASW-USA)
 SW CASE MANAGEMENT
GOALS

• Increase developmental, problem- solving, and coping capacities of clients

• Create and promote the effective and humane operation of systems that provide
resources and services to people.

• Link people with systems providing resources, services, and opportunities.

• Improve the scope and capacity of the delivery system.

• Contribute to the development and improvement of social policy.

Source:Belmont Medical Association
 COMPONENTS OF
SW CASE MANAGEMENT
• outreach, referral, client identification, and engagement;
• a biopsychosocial assessment of the client;
• the development of a service plan;
• implementation of the service plan;
• coordination and monitoring of service delivery;
• advocacy on behalf of the client including creating, obtaining, or
brokering needed client resources;
• reassessment of the client’s status; and
• termination of the case when services are no longer warranted.

Source: NASW
 PURPOSE, IMPORTANCE & USE
• To assist individuals with problems to get the care
and services that they need so that ultimately, their
wellbeing will be improved.
• It is important because it systematizes the delivery of
services to the clients by arranging for and
sequencing needed services of different sorts by
various providers on behalf of the client family
(Frankel and Gelman, 2004, p4).
What are the key factors that influence the integrative
application of Case Management?

1. Client System – their personal characteristics, their

perceived problem, their desired change, and of
immediate families and others’ known environment.

2. Social Worker – their personal characteristics, professional

background, definition of helping roles, adherence to
social work ethics, policies and principles and
understanding of the fundamental framework in agency
practice.
3. Social Environment – the client’s known environment,
social support network and partners in the referral
system.

4. Social Agency – its vision, mission and goals, description

of social policies and program intervention and services.
 CHARACTERISTICS OF THE PROFESSIONAL
HELPING RELATIONSHIP

1. Accepting
2. Dynamic
3. Purposeful and Time Limited, Unequal
4. Honest, Realistic and Responsible
5. Exercising Judgements
PERSON IN ENVIRONMENT
FRAMEWORK

Intellectual

Social-Emo-
Spiritual PERSON tional

Physical
ROLES OF A SW CASE MANAGER
(Belmont Medical Association )
 LSWDO AS CASE MANAGER
• Due to devolution of social services and
accessibility to the community, the local
government unit’s social worker is often the
case manager. As case manager, the social
worker coordinates the provision of needed
services in cooperation with partner agencies.
 CORE VALUES AND PRINCIPLES
• Inherent worth and dignity of people

• Individualization : The SWer recognizes the

uniqueness of each client, and gives him/her
due consideration, respect and fair treatment
 CORE VALUES AND PRINCIPLES
• Purposeful expression of feelings : The SWer
recognizes and understands the need of
clients to express their feelings , and uses this
as a means to promote clients’ self-awareness
and personal growth, among others
 CORE VALUES AND PRINCIPLES
• Acceptance
• Controlled emotional involvement : The SWer
uses her/his feelings in an appropriate manner
in order to better serve her/his client.
• Non-judgmental attitude
• Self-determination
• Confidentiality
 CORE VALUES AND PRINCIPLES
• Human rights regardless of legal status

• Social justice : “everyone deserves equal

economic, political and social rights and
opportunities. Social workers aim to open the
doors of access and opportunity for everyone,
particularly those in greatest need.”
(NASW)
 CORE VALUES AND PRINCIPLES
• Service: “ Social workers’ primary goal is to
help people in need and to address social
problems” (NASW)

• Importance of human relationships

 CORE VALUES AND PRINCIPLES
• Integrity : Social workers behave in an ethical,
accountable and trustworthy manner.

• Competence: “Social workers practice within

their areas of competence, and develop and
enhance their professional expertise” (NASW)
Initial contact may be one of the following:

• Client initiates contact

• Client is referred to the worker/agency by
other people or by legal means
• The worker reaches out to a potential client
and offers services
CASE MANAGEMENT PROCESS
 THE PROBLEM
• Understanding the dynamics of the problem systems
Who is involved?
How are the participants involved?
What meaning does the client ascribe to the problem?
Where does the problematic behavior occur? When?
Frequency?
What is the duration of the problem?
What unmet needs and wants are involved in the
problem?
 THE PROBLEM
• Understanding the dynamics of the problem
systems
What is the client’s emotional reaction to the
problem?
How has the client attempted to cope with the
problem, and what skills are required to solve it?
What are the skills and strengths of the clients?
What external resources are needed?
 SYSTEMATIC DATA GATHERING
1. Primary Source
• Verbal report of client
2. Secondary Source/s
• “The significant others”; collateral information from
relatives, friends, physician, teacher, employer, etc.
3. Existing Data
• Info previously collected by others
• Background sheets or forms that clients complete
• Psychological tests
 SYSTEMATIC DATA GATHERING
1. Worker’s own observations
 Direct observation of nonverbal behavior
 Direct observation of interaction between
marital partners, family members, group
members
 Personal experiences of the practitioner based
on direct interaction with client
 WORKING WITH THE ABUSED CHILD IN THE
SCHOOL /CLASSROOM AS PART OF CASE MANAGEMENT
SERVICES
The school/ classroom teacher can play a significant
role in helping an abused child by privately
acknowledging, but not dwelling on, the situation
and then creating a supportive and safe environment
for the child. This can be accomplished by providing
the child with the following:
With the Abused Child in the
Classroom…
With the Abused Child in the Classroom…

Security
Identity
Sense of Belonging
Intimacy in Appropriate Ways
Approval
Responsibility
Positive Reinforcements