The Mediator
The case manager’s role is often the mediator in this
process. The case manager is usually contacted when the situation reaches a
boiling point and requires a more drastic intervention. Here are just a few
steps I usually take in resolving issues with my clients and service providers.
Schedule a face to
face Meeting- The face to face meeting is always the best way to resolve
problems. Often times things can be misinterpreted in other forms of
communication such as email and text messages. Some minor issues can be
resolved with a phone call but more significant conflicts require a meeting of
all involved parties. The meeting allows everyone to express their concerns and
express them clearly. As the mediator, the case manager will likely be the one
to coordinate a meeting if needed.
Discuss the Problems -Allow
each side to discuss their concerns and explain the situation from their
perspective. In most cases, there is a little fault on both the provider and
the client. The case manager works with both the provider and the client to
communicate more effectively and develop solutions. A simple miscommunication
is often the source of conflict in the human services field. Other times the
issues involve medical and behavioral problems and require a team approach to
develop solutions.
Develop Solutions- The
case manager works with the team to develop solutions and goals to prevent
future conflicts. In some cases, a specific plan is developed to address the
issue of conflict. I tend to recommend making a list of each issue and then
list a solution for every issue.
Follow up- It’s
important to follow up on the progress after the meeting by making contact with
all involved parties. Depending on the level of progress, adjustments can be to
the plan or another meeting to address persistent problems. When all efforts
are exhausted, the best solution is a change in service provider. At that
point, the case manager will begin coordinating discharge and assisting the
client/family with finding a new service provider.
The Advocate
Case managers also manage conflict by advocating on behalf
of their clients. Some of the most commons situations include assisting them
with filing a complaint or appeal. This often includes filing out the necessary
paperwork and accompanying them to any appeal or complaint hearing.
Providing
Information- The case manager can advocate by providing information to authorities
and other agencies. This is often the case when information is requested to
determine eligibility for disability and other benefits.
Case managers might also provide information in situations
in the form of reports and written statements. This is often the case when
clients need to go to court and need documentation of disability.
Speaking Up for the
client- The case manager may also be called upon to speak on the client’s
behalf. Again, this is usually in court or other hearings where the client’s
rights or freedom is at risk. The criminal justice system is not always
familiar with the disability system and the case manager has to sometimes explain
the disability and how it can influence behaviors. Being prepared in these
situations can keep your client from going to jail or facing significant consequences.
