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How can case managers recognize and address implicit bias in client services?

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Implicit bias is the unconscious tendency to associate certain traits or behaviors with certain groups of people, based on stereotypes or personal experiences. It can affect how case managers interact with their clients, and influence their decisions, assessments, and referrals. To provide fair and effective client services, case managers need to recognize and address their own implicit biases, and learn how to mitigate their impact on their work. Here are some strategies to help case managers do that.

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1 Identify your own biases

The first step to addressing implicit bias is to acknowledge that you have it. No one is immune to implicit bias, and it does not mean you are a bad person. It means you are human, and you have been exposed to various messages and influences that shape your perceptions of others. You can use online tools, such as the Implicit Association Test (IAT), to measure your implicit preferences or attitudes towards different groups of people. You can also reflect on your own experiences, beliefs, and values, and how they may affect your views of your clients.

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Shirin Bolhari

1st gen immigrant People * Processes * Problem-Solving
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Addressing implicit biases first involves acknowledging that it exists - no one is immune - and taking very intentional steps to mitigate impact by observing your evidence-based examples and provide constructive criticism. This includes continued education and training on diversity and inclusion, involving diverse view points, and implementing processes that reduce the observed biases, such as 'blind recruiting'.

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2 Seek feedback and education

Another way to address implicit bias is to seek feedback and education from others. You can ask your colleagues, supervisors, or mentors to observe your interactions with clients and provide constructive criticism. You can also participate in trainings, workshops, or webinars that focus on cultural competence, diversity, and inclusion. You can learn from experts, peers, or clients themselves about the challenges and strengths of different groups of people, and how to avoid stereotypes and assumptions.

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3 Use evidence-based practices

A third strategy to address implicit bias is to use evidence-based practices in your client services. Evidence-based practices are methods or interventions that have been proven to be effective by research or evaluation. They can help you reduce the influence of your personal opinions or feelings on your professional judgments. You can use evidence-based practices to guide your assessment, planning, intervention, and evaluation of your client's needs and goals. You can also use evidence-based tools, such as standardized scales, checklists, or protocols, to ensure consistency and accuracy in your services.

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4 Monitor and adjust your behavior

A fourth strategy to address implicit bias is to monitor and adjust your behavior when interacting with clients. You can use self-awareness techniques, such as mindfulness, to pay attention to your thoughts, feelings, and actions, and how they may affect your client's experience. You can also use self-regulation techniques, such as breathing, relaxation, or affirmations, to calm yourself and reduce stress or anxiety. You can also use communication skills, such as active listening, empathy, or open-ended questions, to build rapport and trust with your clients.

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Marie A.

Medical Social Worker, Change Agent and Mental Heath Advocate with an interest in Healthcare Management and Legal Social Work.
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I agree with monitoring and adjusting our behaviors through Self Assessment and self awareness. Case managers are frontline workers who deal with a lot of situations and individuals that have different needs from simple to complex. Our own self awareness and how we bring ourselves to these situations and helping environments is very important because they impact the help/outcomes we provide and lives of the people we touch.

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5 Seek support and resources

A fifth strategy to address implicit bias is to seek support and resources when you need them. You can reach out to your colleagues, supervisors, or mentors for advice, guidance, or feedback. You can also join professional networks, associations, or communities that offer opportunities for learning, sharing, and collaboration. You can also access online or offline resources, such as books, articles, podcasts, or videos, that can help you expand your knowledge, skills, and perspectives.

Implicit bias is a common and complex challenge for case managers, but it is not impossible to overcome. By recognizing and addressing your own implicit biases, and learning how to mitigate their impact on your client services, you can improve your professional practice and your client's outcomes.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can case managers recognize and address implicit bias in client services?

1

2

3

4

5

6

1 Identify your own biases

2 Seek feedback and education

3 Use evidence-based practices

4 Monitor and adjust your behavior

5 Seek support and resources

6 Here’s what else to consider

Case Management

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How can case managers recognize and address implicit bias in client services?

1

2

3

4

5

6

1 Identify your own biases

2 Seek feedback and education

3 Use evidence-based practices

4 Monitor and adjust your behavior

5 Seek support and resources

6 Here’s what else to consider

Case Management

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