Case Managers or Buddy?

"One Question" for TLC Request:

When working with youth the most important thing that staff do not understand is the necessity of boundaries. They want to be friends with the kids, to be their buddy and fit in with them as a way to gain their trust. It is important to understand the boundaries (policies, ethics, and procedures) are what gain a youth's trust .... being true to the program. (Valerie)

Staff's concept of their role with youth will vary: from a "friend" to a parent, savior, counselor, buddy, consultant, inspirer, enabler to empowering agent.

The staff's training, motivation, experience, education and maturity may all be a part of the ingredients that add to the mix of the boundary issue.

To add to the cluster, the way each youth responds to adult figures will still add to the blur.

Before we get to your example, let's decide some definite items: Are "boundaries" expressed in any of these organizational items?

1) Job titles, job description

2) Organization's policy/procedures/standards

Even with the foundational and structured scaffolding these items present, they may still not dictate proper approaches for the worksite. The operational atmosphere and the attitude of some case managers may still need addressing.

Organization's climate and environment unfortunately can't always be dictated by words on paper.

So how do you remedy something that may not be in violation of a job description; policy, procedure or operating standard?

IF performance standards of the youth are not being met (i.e. don't attend anything, yet their buddy still gives them bus/gas vouchers) then, because the standard set for issuance of gas vouchers was violated, the case manager will be held accountable.

If we were just to brainstorm 'why' some workers may take the "buddy" approach:

a) fear of being rejected

b) got into the social services work with skewed ideas

c) do not know how to effectively case manage

d) believe that they are actually a part of the solution

The best remedy would be:

1) ensure case management procedures are in place, taught and reinforced

2) establish what the expected boundaries of case management will be

Some boundaries could be: (some may not be appropriate for your situation)

a) limited time for appointments

b) no contact after hours, using personal money to purchase items for youth

c) clear expectation of program items by staff and youth

d) set performance parameters of staff

If the case manager is going to be a part of a system that works to establish or re-establish a foundation of trust, responsibility, goal setting and self-achievement, then a proper understanding of their responsibilities will be required.

When I developed a youth center in an at-risk neighborhood, we had clear boundaries. We had a super time and great results were seen. They didn't need a buddy, they needed caring adults. We had rules and operating procedures. We had to practice "tough love"...but the kids made the adjustment.

Steps to consider:

1. Evaluate your written official procedures/policies.
2. Have a focus group of youth to gain their feedback to the various styles case managers may exhibit.
3. Have your staff come up with "boundaries" in a training environment. Write two words:

Enabling Empowering
Identify the actions, behaviors, actions, attitudes associated with each.
Then ask the staff, "which one do you practice?"