How do you train and support new case managers?

1 Orientation and Onboarding

The first step in training and supporting new case managers is to provide them with a comprehensive orientation and onboarding process. This should include an overview of the organization's mission, vision, values, policies, and procedures, as well as the specific goals, objectives, and expectations of the case management program. It should also introduce them to the key concepts, principles, and standards of case management practice, such as assessment, planning, intervention, monitoring, evaluation, documentation, and ethics. Additionally, it should familiarize them with the tools, resources, and systems they will use in their daily work, such as case management software, databases, forms, and reports.

2 Mentoring and Coaching

Another important element of training and supporting new case managers is to pair them with experienced mentors and coaches who can guide them through their learning journey. Mentors and coaches can offer feedback, advice, encouragement, and support to new case managers as they develop their skills, knowledge, and confidence. They can also model best practices, share tips and tricks, and facilitate networking and collaboration with other case managers and professionals. Mentoring and coaching can be formal or informal, one-on-one or group-based, and ongoing or time-limited, depending on the needs and preferences of the new case managers and the organization.

3 Training and Development

Training and development opportunities are essential for new case managers to enhance their competencies and performance. These can include in-house or external workshops, courses, webinars, podcasts, books, articles, and other learning materials that cover relevant topics and issues in case management practice. For example, new case managers may benefit from training and development on topics such as communication skills, cultural competence, crisis intervention, motivational interviewing, trauma-informed care, evidence-based practices, and outcome measurement. Training and development should be tailored to the learning needs, goals, and interests of the new case managers, as well as the context and requirements of the organization and the clients.

4 Supervision and Evaluation

Supervision and evaluation are critical for new case managers to monitor their progress and identify their strengths and areas for improvement. Supervision and evaluation can be provided by supervisors, managers, peers, or external consultants, depending on the organization's structure and culture. Supervision and evaluation should be regular, constructive, supportive, and collaborative, and should involve both formal and informal methods, such as performance reviews, case conferences, audits, surveys, feedback forms, and self-reflection. Supervision and evaluation should also be aligned with the organization's standards, expectations, and outcomes, as well as the professional development plans of the new case managers.

5 Recognition and Reward

Finally, recognition and reward are important for new case managers to acknowledge their achievements and contributions, and to motivate them to continue their learning and growth. Recognition and reward can be intrinsic or extrinsic, individual or team-based, and formal or informal, depending on the organization's culture and values. Recognition and reward can include verbal or written praise, certificates, awards, bonuses, incentives, promotions, career advancement, or other forms of appreciation and recognition. Recognition and reward should be timely, specific, sincere, and meaningful, and should celebrate both the process and the outcome of the new case managers' work.

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?