How can you build client trust in case management?

Along with listening, make sure you summarize what you are hearing your client say back to them to be sure you understand. For example say, "what I hear you saying is", and then offer a brief summary of your understanding. This tells them you are listening and gives them a chance to clarify anything further.

Ask open-ended questions, not closed yes/no questions. Listen to understand, not reply. Offer relatable options, resources, and examples. Have the hard conversations. Come from a place of wanting to learn more about their skills, interests, and abilities.

To be able to “begin where the client is at” is one of the topmost principles in the field of Social Work and therapeutics in general. The client pursues services, and whether or not they have had therapy before, being able to employ a method called compassionate inquiry, good rapport, empathy, reflective, listening, and an earnest exploration of the goals of therapy is at the heart of building a solid foundation for consequent treatments. For me, the compilation of as much information as possible to know the client is conducive to potential, and if you couple this with a strong therapeutic alliance with SMART goals, the odds of a better therapeutic relationship and prognostic outcomes provide a more favorable outlook for both parties.

It is so very true that each client comes with their own goals and expectations of how to meet them. Many times in establishing a new client relationship I heard the clear choice against "cookie cutter" solutions. Close contact with the client representative(s) during and beyond implementation helps to establish trust, develop a successful implementation and, most likely, strong long term relationships.

Change can really only be achieved in the context of trusting respectful relationships- building relationships is at the heart of good social work practice - sadly the current SW climate does not allow for the building of relationships. Such a shame

Be sure to be responsive. Even if you do not have a solution yet, keep in communication so they know you have not forgotten them.

Be open and honest. If you aren’t sure of something, admit that but explain you will find out and get back with them. And then actually follow through.

One of the great lessons I have learned from Motivational Interviewing is asking permission. Be respectful of other's time. Questions like "do you have time to talk?" or "would you like to hear some feedback?" go a long way in making someone else feel that they have choices. Also prevents me from giving advice that they're not even asking for.

The best way to show you are reliable, honest, and respectful is to BE reliable, honest, and respectful. Clients are often looking for reasons to distrust helpers, sometimes for very legitimate reasons. Don't make it easy for them to do so.

It is extremely important to provide referrals in your community when a client inquires about a topic out of your scope of practice. Explaining to clients that "I am not sure but if you contact ________ they should be able to assist you with your needs" This helps reinforce your role/responsibilities/limitations as a case manager

One of the most authentic and empowering principles of counseling and case work is the concept of agency. Agency is the personal control that people have over their lives. Agency is the outcome of autonomy. People have autonomy and agency to make their own decisions despite their current circumstances. As a helping professional, it can be difficult to watch your client repeat the same self-defeating and counterproductive behaviors that resulted in their current situation. However, our role is to challenge, inform, and support. Beyond that clients are free to make their own choices. Living in survival mode or healing from trauma can greatly reduce a client's ability to think long-term. Sometimes daily functioning is also impacted.

Building client trust in case management is pivotal for successful outcomes and fostering a healthy, collaborative relationship between the case manager and the client. Here's a few of many ways one can build manitain truct in case management: Active Listening: Give your undivided attention when the client speaks. This demonstrates that you value their perspective and truly interested in understanding their needs. Transparency: Be upfront about the case management process, potential outcomes and any limitations or challenges. This sets realistic expectations and fosters a sense of honesty.

Children deserve to be treated with great respect and dignity and heard during counselling sessions. The use of play therapy and child-friendly counselling tools is vital. e.g. storytelling.

I've always appreciated the breakdown of high stress situations as those that combine high emotion and low control. Any control that we as caregivers can return to a person who has lost control in the face of an illness is a gift. Working within our client's timelines, following through on the verbal commitments we make, always giving our clients say in what happens with their plan of care- these are all ways to build trust and decrease stress for those we care for.

Developing the skill of picking out the positive or finding the growth in any situation has helped with building rapport and helps to build hope where there might not be any. It also leads people to trust that life experience is neither all good nor all bad.

Another important aspect of rapport building requires identifying and acknowledging cultural differences and challenges that could affect the client and the case management process. Often times these factors are missed or unaddressed. Secondly, building and implementing the language of the client can be particularly useful. This looks like minimizing the use of psychological jargon at times; instead, use the client’s language when possible. Doing this can foster relatability but this requires normalizing that standard English is not always the gold standard.

I agree that rapport can make or break your relationship with a client/member. The effort that it takes to build the relationship will pay off in dividends when the trust is built and you have more impact in moving the case/ file forward effectively and efficiently.

* Reflect * Request * Reassure * Repeat * "I see that you feel strongly about this topic, can you tell me more about what you're worried about? I'd like to explore ways we might support you with those concerns. Would you find xyz helpful?"

"reframing" the client's words by saying something like "I understand that you said _________ is this what you mean?" helps to build that connection, understanding, empathy with the client. Reframing is a good way to bring out the positives that you see, that maybe the client is conscious of yet

In my experience, empowering your clients through partnerships rather than making decisions for them provides sustainable growth for the client. Furthermore it enhances the trust and communication between you and your client. It can be difficult to see them revert back to making the bad choices that may have gotten them into difficult situations however empathetic and collaborative decision making with your client can change their trajectory immensely.

In my field of mental health resources are scarce. Being open and honest with my client and making them understand about structural limitations helps them to configure things without any deceptive expectations.Helping clients build resilience is integral to case management too! Clients are more likely to satisfied with outcomes when they feel empowered and feel they are the decision- makers. Having choices and options helps in decision making as well.

I have always worked with severe and persistent mental illness and addiction. With these populations, it is usually vital to include the stakeholders in their lives in the plan for the future, and respecting that most people/systems have something to contribute to enhancing the person's life experience.

The concept of “working yourself out if a job” comes to mind. If I can systematically fade my assistance out while teaching my client how to be successful independently, then I have helped in a true and impactful way.

Being able to recognize commonalties through attentive listening and then sharing those with your patient humanizes you, fostering relatability and trust.

I feel effective and accessible communication is the first step in building client trust in case management. Clients need to feel heard and to understand how and when to communicate and what to expect back. Clients must be allowed to use their preferred communication style while still maintains the boundaries of the case manager. When people are unhappy with their case management experience it’s usually down to communication (or lack thereof).

Transparency and engagement are key elements in case management. By being clear and honest with the consumer and by providing all the necessary information, consumers: - take ownership of their care. - are able to make informed decisions. - build a trustworthy relationship with their case manager.

Bear in mind that the client may not have the vocabulary of the mental health field or a clear understanding of terminology used. They may also not know where to turn to beyond the scope of the case manager, if disputes arise.

The client/consumer/patient is the expert! Let’s always remember the client/consumer/patient is always the expert on themselves! What they need from us to to help them navigate their situations/life’s in such a way that they never lose their honor, dignity or respect. But look forward to they innovative ways we help them help themselves!