Welcome to Caseload Management Breakout Session Presented by Duality Training Ltd Welcome

Why this topic? 1 Caseload Size and Composition 2 Caseload Management Techniques 3 © Duality Training Ltd What We’ll Cover

Why this topic? Increasing complexity of customer needs Inappropriate caseload sizes The need for higher numbers of outcomes © Duality Training Ltd

Vicious Cycle © Duality Training Ltd ‘Role Dilution’ Caseload too high Fewer outcomes Under performance Less funding Fewer staff

Overview © Duality Training Ltd Define categories of case complexity Identify key tasks for each client category Assign times to the key tasks required for high results Calculate the caseload size per case manager Evaluate effectiveness of the methods against results expected

1. Define Categories of Case Complexity © Duality Training Ltd Simple/ short Simple/ long Complex For example...

2. Identify Key Tasks and Track Time © Duality Training Ltd Direct tasks Indirect tasks General admin. & other tasks e.g. e.g. Job referrals CV and covering letters Liaison and admin related to referral to other services Data input, case notes Collaboration, case reviews/ conferences Compliance reporting Submitting claims e.g. Meetings (internal and external) Professional development Matters related to being an employee Team building and planning activities Supervising, training or coaching others e.g. Needs assessment Action planning Referral to other services and support Monitoring progress Monitoring compliance Linking to job and work experience opportunities e.g.

3. Assign Times to Client Related Tasks © Duality Training Ltd List of Tasks (Direct & Indirect) Hours (range) Total time needed:Between and hours per fortnight For example: Simple/ short client needs 30—45 minutes per fn Simple/ long client needs 30 – 50 mins per fn Complex client needs 45 – 60 mins per fn Category: List the tasks completed by a case manager in a fortnight Assign a realistic time range for each task

© Duality Training Ltd Calculate the hours needed per fortnight for admin. tasks For example: A case manager can spend up to 68 hours in a 76 hour fortnight working on client related tasks. Work out the time that each caseload manager can spend on client related activities.

Calculate the Caseload © Duality Training Ltd

Define Standards and Results Required Simple/ short Simple/ long Complex Job referrals Sustained outcome Progression from one category to the next Job start Results Expected for each category Quality Quantity Timeliness Organisational objectives: e.g. reduction in staff absence or turnover © Duality Training Ltd

Thinking strategically, as well as reactively Prioritising where to direct your time and resources, while maintaining service quality Making sure every customer progresses towards securing and retaining suitable employment Managing time effectively Monitoring and evaluating results © Duality Training Ltd Caseload Management

Danger Points When the caseload changes hands from one Case Manager to another. When the Case Manager feels overwhelmed and unable to cope with the size and complexity of their caseload. When administrative functions or paperwork are prioritised. When planning is pushed aside because of pressure to gain job starts and outcomes. © Duality Training Ltd When a large influx of new clients arrives on the caseload. When process rather than practice becomes the priority for the Case Manager.

Prioritise Activities Segment the caseload. e.g. Simple/ short Simple/ long Complex 1. Schedule the interventions. e.g. Block scheduling Individual appointments Regular group sessions 3. Choose the most appropriate type of interventions for the identified segments. e.g. Group or sub-group intervention Individual intervention Referral to another service 2. © Duality Training Ltd

Workshops or seminars for customers seeking work in the same industry to share information and improve their understanding of the specific current requirements and expectations of employers in that industry. Training courses to build specific vocational skills needed by that group of clients. Specific job search training modules to build particular job search skills needed by that group of clients. © Duality Training Ltd Examples of Group Interventions Job canvassing, industry and occupational research, informational calls to employers.

Manage Your Productivity © Duality Training Ltd Work as a Team Share Collaborate Assist 1. Self Management Examine current work habits Manage use of time 2. Review and Evaluate Measure effectiveness Refine caseload management strategies 3. Manage Own Productivity

Work as a Team Mentoring Case Conferences Job Shadowing Systematic Case Reviews Share Information Co-facilitate group sessions © Duality Training Ltd Work as a Team

Manage Your Time Examine current work habits Identify time wasters Improve interviewing and case noting skills Control time traps Get help when needed Track results and progress © Duality Training Ltd Prioritise and plan Be Time Efficient

Thank you!! Linda Hayworth