Case Management 102

In the various fields that use case management services there is rarely time spent on understanding how clients feel. Case managers, or case workers, often are overwhelmed with the facts of a client's situation. With the facts the individual is seeking to problem solve and manage time as wisely as possible. Although case management should be efficient and run smoothly we often times over look what may be essential for the client at that given time. There are some clients that simply need empathy.

Empathy is the process of reflecting emotions of another person in that you are conveying a sense of understanding. Being empathic does not require training but it is a good idea to have some practice with coworkers, friends, relatives, or colleagues. Some agencies actually have empathy training components in the orientation process. Empathy training is common for those who work at crisis centers or emergency shelters. For those that receive empathy training the format is similar to an all day workshop. Each individual participating in the training will have the opportunity to practice situations where empathy is used to reflect emotions.

Reflecting emotions is the basis of empathy. To reflect the emotions of another individual it is helpful to have a wealth of words to describe various emotions such as "overwhelmed", "annoyed", "angry", "gloomy", "excited", and so on. It is probably best to make a chart of negative and positive emotions and post them in your office space near your telephone that you may refer to them during a phone call. The following steps are helpful in establishing an empathic rapport with a client.

Step 1: Actively Listen
Attend to what the client is stating. Holding the phone silently is not always a good idea because the person will not know if you are still there. Say words like "okay" or "uh huh" to let the person know you are on the line and listening to the situation. If the person comes to visit you in your office be sure to make eye contact and nod your head. It may also be a good idea to lean forward a bit. Leaning forward and making eye contact are good nonverbal messages to let the person know you are listening.

Step 2: Reflect Emotions and Feelings
While you are actively listening to your client take the time to reflect emotions that you observe. This will be your chance to be empathic. If the client is obviously sadden by some news s/he recently received reflect those emotions. Here is an example of what you may say, "It sounds like you are sad by this news, Ms Blakely." In your own mind you may think it sounds ineffective, but people want to be heard and they want their emotions to be understood by others. When a client knows that you recognize their emotions they will feel as if you understand them. The client will also be reminded that you are there to help.

Step 3: Summarize
During a conversation with a client it is also a good idea to summarize events being told to you. Of course this is for your own understanding as well to make sure you have the facts correct. You want to clarify as much as possible. You want the client to know you understand as well. Also, ask questions if necessary.

Step 4: Never make promises.
Do not tell the client you will definitely do something unless you know beyond a shadow of a doubt. If you need to call a client back let them know, but if you do not know the time do not make up a time thinking it will make them less anxious. Be honest and open. If you do not know what time you will be able to call back then inform the client of just that.

Step 5: Do not give advice
Never give out advice to individuals you are helping. If you give advice to a client then liability issues may arise if the advice you give was not helpful. You can give options to someone that is in need of shelter or you can refer to appropriate service organizations as needed. Have a referral list or book handy of lists with agencies, hospitals, organizations, treatment centers, resale shops, clinics, etc.

There are times in case management when a client does not need services. Clients want to be heard and understood. Often the client's needs are met when a case manager is available to be compassionate and empathic.