One of the key components to case management is the ability to develop and maintain professional relationships. These relationships are critical when it comes to locating resources for consumers as well as professional development.
One of the most important functions of case managers is monitoring client services to ensure that they are receiving the most appropriate level of care. In many ways case managers serve as a regulatory agency, as they are tasked with making sure service providers are adhering to state regulations. Working with several service providers over time should give you a good understanding of which agencies provide the best care. It should also give you a good feel for what agencies to avoid as well.
As a case manager,
working with different public and private agencies will also give you an
understanding of what agencies can provide meet specific needs depending on the
client. For example, some agencies may work better with clients with aggressive
behaviors while others may work better with the medically fragile. Case managers will also find that there are some
providers that that should be avoided altogether. For those trusted providers,
it’s important to establish and maintain a positive professional relationship.
Building professional relationships benefits the case manager, the provider,
and most importantly, the client in need of services.
There is always a fine line between when it comes to
maintaining a professional relationship with service providers. I often get
calls from providers asking “can you get me some clients?” Although you may have compassion for an agency
struggling to maintain clients, you have to remember that it not your job to
provide clients for providers. It’s also unethical for case managers to refer
clients only to specific providers without giving them an opportunity explore
other agencies and make their own decision. The job of the case manager is to
provide the individual with choices and allow them to select the provider they
want.
This can be a challenge since many families are unfamiliar
with service providers. As case managers, we have the obligation to help people
find service providers. However, we cannot make the decision for them. I like
to provide families with a list of service providers and highlight those that I
have had positive experiences and that I feel will provide the best services. This
way I can provide assistance and still leave it up to the individual and the
family to make the final decision.
Benefits of Professional Relationships
Trusted Resources
One of the key benefits of developing professional
relationships is that it allows you to have the opportunity to build a contact
list of trusted providers. A good
contact list can come in handy during a crisis. Maintaining a contact list benefits all parties
when a client is in need of services. I recommend taking advantage of any
opportunity to visit as many new providers as possible.
New service providers are constantly popping up and often
solicit case managers and service coordinators for clients. Although we can’t necessarily “provide” them
with clients, we can pass along their information and create more options for
people in need of services.
It’s also important to learn about new service
providers. I try to attend open house
events and gather as much information as possible. You never know when that
resource may be needed by you or a colleague.
Professional Development
Another benefit of
professional relationships is they can help you with career development. Establishing
connections can pay dividends when it comes to career advancement. We’ve all
heard the phrase “It’s not what you know but who you know”. Often when everything else is equal, a
personal or professional connection can make the difference in getting that
promotion or position with another company. I have been offered positions and
opportunities just based on my relationships with people over the years. It
also pays to not “burn bridges” or leave positions on bad terms. You never know
when you may need a reference or who may be on your next interview panel. 
