As a case manager, you may encounter situations that challenge your skills, ethics, and emotions. How do you handle these difficult case scenarios without compromising your professional standards and personal well-being? In this article, we will share some tips and strategies to help you cope with and resolve some common dilemmas in case management.
The first step to managing a difficult case scenario is to identify the problem clearly and objectively. What is the source of the conflict or difficulty? Is it related to the client, the service provider, the system, or yourself? How does it affect your role and responsibilities as a case manager? What are the potential risks and consequences of the problem? By answering these questions, you can define the scope and nature of the problem and avoid jumping to conclusions or making assumptions.
In my experience, identifying the problem depends whether it is an organizational process issue or a workflow issue. If it's organizational/systemic, the problem could be outdated modalities, overworked administrators, or not including front line workers in the decision making process. Difficult case scenarios may stem from workflow issues. In my experience workflow issues, more often than not, are the result of not following organization/corporate policies. This slight of hand is usually passed down during he on-boarding/orientation process and begins with the phrases 'that may take too long, it's much quicker if.....'
You don't have to deal with a difficult case scenario alone. You can seek guidance and support from various sources, such as your supervisor, your colleagues, your professional association, or your mentor. They can offer you advice, feedback, resources, or referrals that can help you address the problem. They can also provide you with emotional support and validation, which can reduce your stress and prevent burnout. However, make sure you respect the confidentiality and privacy of your clients and follow the ethical codes of your profession when seeking guidance and support.
If difficult cases involve dissatisfied clients, the best tools on the belt are effective listenin and motivational interviewing. These 2 simple things will guide you to the right person who can guide and support you.
Once you have identified the problem and sought guidance and support, you can explore the possible options and alternatives to resolve the problem. You can use different tools and techniques to generate and evaluate solutions, such as brainstorming, SWOT analysis, decision matrix, or pros and cons list. You can also consult with your client, the service provider, or other stakeholders to get their input and feedback on the options and alternatives. The goal is to find a solution that is realistic, feasible, ethical, and acceptable to all parties involved.
After you have chosen a solution, you need to implement it and monitor its progress and outcomes. You can use a SMART (Specific, Measurable, Achievable, Relevant, and Time-bound) framework to plan and execute the solution. You also need to communicate the solution clearly and effectively to your client, the service provider, and other stakeholders, and ensure that they understand their roles and expectations. You need to track and document the implementation process and the results, and report any issues or challenges that arise along the way.
The final step to managing a difficult case scenario is to evaluate and reflect on the outcome of the solution. You can use different methods and criteria to measure and assess the outcome, such as surveys, interviews, observations, or indicators. You can also compare the outcome with the initial problem and the expected goals. You need to identify what worked well and what didn't, and what you learned from the experience. You can also share your findings and feedback with your client, the service provider, and other stakeholders, and celebrate your achievements or address any gaps or areas for improvement.