1. 1 WIA YOUTH PROGRAM Case Management

2. 2 ò Case management is a youth-centered, goal- oriented process for assessing needs of youth for particular services to meet educational & employment goals & assisting youth in obtaining those services. There is no single model to organize case management for a youth development system. Sometimes there is a person everyone can point at & say, “That is Marsha’s case manager & he/she meets with Marsha on a regular basis”. In most cases, case management activities are distributed across programs & staff.

3. 3 Case Management ò The model will depend on how the youth’s education and workforce readiness services are delivered, the level of collaboration among key organizations, staff capacity, & to some extent, technology & organizational infrastructure

4. 4 Case Management (Concepts) ò Comprehensive & youth-centered ò Development of Individual Service Strategy (ISS) ò Mutual respect between youth & case manager ò Requires partnerships at youth’s level ò Involves youth’s family & significant others ò Relates youth’s actions to outcomes ò Integrated & coordinated ò Case manager & youth must be accountable ò Involves flexibility & creative problem-solving ò Requires partnerships at system level

5. 5 Case Management (Principles) ò Some of the key principles embedded in effective case management services include: J Social group work as a method for attaining both individual & system goals J Maintaining ethical standards at all times J Focusing on relationship - building trust when working with youth J Always remaining sensitive to ethnicity & diversity J Incorporating youth development practices in all aspects of case management

6. 6 Case Management (case manager) ò A case manager is an: J Advocate J Coordinator J Broker J Colleague & collaborator J Consultant J Counselor J Evaluator J Planner J Problem solver J Record keeper

7. 7 Case Management (Case Manager) ò Eight pitfalls for case managers to avoid J Inappropriate expectations J Need to control J Accepting poor work J Rescuing youth J Getting even J Giving up J Getting angry J Using payoffs too frequently

8. 8 Case Management (Recognition Systems) ò To spur achievement among youth, a recognition system must be: J Measurable - must acknowledge tangible behaviors or achievements J Know the youth - what the reward is & how to achieve it J Built around a desirable prize - not necessarily something expensive, but something that is inherently prized or difficult to get otherwise J Frequent - offering lots of small rewards rather that one large reward

9. 9 Case Management (Recognition) ò Sample milestones for recognition J Perfect attendance J Most improvement J Positive attitude J Completion of training J Completion of GED or HSED J Student of the week and/or month J Certificate of completion J Personal note J Letter of reference to employer

10. 10 Case Management (Record Keeping) ò Record keeping is an essential component of case management. Records are used to documents & retain information about youth, about the process & progress of the services being provided. Individual records are used in planning, implementing, & evaluating services. In addition, the case record is a focal point for accountability to funding, & the youth-services profession in general. Record keeping is both a helping & administrative function.

11. 11 Case Management (Record Keeping) ò Uses for records J Need/problem identification J Worker interactions J Service documentation J Case continuity J Communications with others delivering services J Supervision, consultation & peer review J Monitoring & evaluation J Administrative decision making

12. 12 Case Management (Record Keeping) ò Requirements for adequate record keeping J Writing skills, (spelling, diction, punctuation, sentence structure & composition J Organized support (adequate clerical services, time & equipment J Explicit standards & procedures

13. 13 Case Management (Record Keeping) n Qualities of staff needed for structured record keeping J Assume more responsibility J Organized J Effective planner J Good writer J Pleasant personality J Ethical J Patient J Assertive

14. 14 Case Management (Record Keeping) ò Guidelines - record keeping decision making J What are the functions of the record? J How will the information be used? J What content & structure will fulfill these functions best? J What is the scope of accountability to youth, organizations, communities, funding agencies & the professional community J Records need to be both efficient & sufficient

15. 15 Case Management (Record Keeping) ò Guidelines for recording keeping decision making (continued) J How can the record best represent the essential elements of services, purpose, plan process & progress? J Who will have access to the records or information in the records? J How can the content, access & use of the record be limited to protect the youth’s privacy?

16. 16 Case Management (Record Keeping) ò Guidelines for record keeping decision making (continued) J How will record affect the youth if the wrong person gains access to record? J Is there a customary form or structure for record? J Will use of record be facilitated by adhering to a common format? J How can costs of record keeping be minimized?

17. 17 Case Management (Record Keeping) ò Strategies for maintaining high standards for case files J Management team provide written description of standards for case notes & case file managers J Stress importance of record keeping J Set aside a specific time weekly to update files J Enter case notes immediately after talking with youth on phone or in person

18. 18 Case Management ( Record Keeping) ò Case notes J Outcome - was the purpose of the meeting achieved? J Were other objectives realized? J Impressions & assessment J Plans for future intervention J Describe context J Purpose of interview J Observation (appearance, seating & the way the youth presents themselves