Case Management 3A: Knowledge Questions and Solutions Analysis

This assignment addresses key concepts in case management, providing detailed answers to questions about client assessment, developmental stages, and service provision. The student explores methods for determining a client's developmental stage through interviews, feedback, and observation, and discusses factors impacting client behavior and development, including attitude, culture, and personal issues. The document outlines strategies for ensuring services meet client needs, emphasizing feedback and client privacy, and identifies factors that may necessitate referrals. The student also explains the role of lifespan development theories in clarifying client status and highlights the importance of documenting developmental issues. The assignment further addresses appropriate responses to developmental concerns, the value of work-related networks, the definition of "co-existing needs," and the process of explaining assessments to clients to gain trust and consent. The student emphasizes the importance of ethical considerations, professional values, and effective communication in case management practice.

Running Head: MANAGEMENT 0
Case Management
Student’s details
9/2/2019

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Question 1: What observations and sources of information, will help you determine at what
developmental stage a client is operating at?
To determine the development stage of client, the primary source of information is interview
with client in which I will ask specific questions to the client about the current scenario but
before conducting an interview I will do the secondary research, in which I will try to collect as
much as possible information about the client and their requirements (Gilbert, et al., 2015).
Apart from the process of interview, feedback generation activity will also help me to know
details about the stage at which the client is present. The process of feedback will help in
analyzing the thought process that is going in the mindset of the client that will further favor in
getting information about their developmental stage. Regular and timely observation will also
help me determining the details about the client. It should be noted that the information gained
will be of no use if I will not develop the sense of understanding and adequate observation of
events occurred with the client. Keen observation of the events occurred during the interview and
generation of feedback will help in analyzing in the developmental stage. It is important to know
about the developmental stage because it will help in initiating the right course of action for the
future (Meier, and Davis 2019).
Question 2: What factors may have an impact on development and behavior of a client?
The factors which may create an impact on development and behavior of a client are attitude,
culture, attribution, intellectual, self- awareness and physical abilities and perceptions of client.
There are several psychological, social and personal factors that impact on the development and
behavior of a client. If the client is not in the right state or is facing some personal family issue,
then it will definitely affect the behavior of client. For, instance, a wife of a man is leaving him
and is filing a divorce, then the client would not be able to show progress or behave properly in
the given circumstances. It should be noted that the cultural factors also affect the behavior of a
person and their development. For instance, if a Jewish person eats meat that is not allowed in
their culture then they will feel anxious and will not be able to behave appropriately. Thus, it
should be noted that in this way background and beliefs of a person might change their behavior
and actions (Xu, and Tracey 2015).

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Question 3: How can you be sure the service you provide, meets your clients' developmental
needs?
To ensure that my services meet with the clients’ development needs, I will give the feedback
form to client in which client give the review about the services and tell me about their
experience and on that basis, I will improve my services (Weed & Berens, 2018).
I believe that work with utmost responsibility while keeping the personal information of the
client private. In this way, clients do not fear of sharing their feelings with me. Apart from that, I
do take my clients lightly as I keep them on priority due to which their level of satisfaction with
my given services increases. It should be noted that the process of generation of feedback is a
major factor that helps in analyzing the needs of the clients and whether I am capable of
fulfilling their requirements or not. Thus, in this way, I get to know about the personal needs of
the clients and become responsible for fulfilling those needs effectively. Therefore, I am sure that
the services that I will provide will help my clients in their future prospects of life (McLeish,
Matheson, and Park 2015).
Question 4: What factors may impact the provision of services and/or require referral?
In the context of case management, provision of services and require referrals are impacted by
the ethics, personal and professional values and morality of counsellor.
The services provided are affected with the ethical, personal and professional limitations
prevailing in the environment. It should be noted that several times, the ethical code of conduct
stops the service giver to provide some services in the environment. The service provider is
bound by several limitations and regulations in the environment that govern their service giving
facility. Talking about personal aspect, it should be noted is personal competency limits the
provision of service and might require referral as well (Wong 2015). Further, it should be noted
that every person has few capabilities and weaknesses, so based on that the service provider
might feel the need of referral. Thirdly, the professional values and morality of the counselor
affect the provision of service. Like if, the higher authority has demanded to initiate a specific
type of services in the environment and not to disclose any information related to it. Then it will
definitely affect the provision of service. Thus, these are the aspects affect the service provision
(Worden 2018).

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Question 5: How does your knowledge of lifespan development theories, help you to clarify a
client's development status?
Lifespan development theories help us to know about the every major period of client’s life
which clarify the development accomplishments and challenges of the client’s life and it also
helps to identify the process of work (Ferrer, et al., 2016).
Life span development theory refers to the theory that provides the framework for understanding
the process of human aging. This process helps in letting know the age related changes occurring
in a human being that are controlled by the biological clock. Understanding of this concept helps
in getting information about the stage in which the client is present by analyzing their symptoms
and behavior. It should be noted that the ways in which the client respond, their health issues and
other several aspects plays the lead role in analyzing their development status. Lastly, it should
be noted that the behavior of the client and their physical appearance are two major factors that
plays the lead role in knowing information about their development status because a young
person does not respond like an old and vice versa (Wong 2017).
Question 6: When seeing a client, why is it important in your note taking, to document any
developmental issues or changes?
It is very important to prepare notes on needs and development changes of clients. Clinical
records maintenance ensures that counselor following the ethical rules because it is also helpful
to check all the records in future.
It is important to take notes of conversation and save them in document because many times our
ears miss some information or forget them which are being mentioned in the documents. The
documentation helps the services provider in effectively working on the client based on all the
information provided them. It is human nature that they forget small details about the events that
are important for them; therefore, it is important to document such information so that no crucial
information is left behind. Audit of such notes helps the service provider in working effectively
and providing better services to the client. It also helps in understanding the changes in their
behavior or which event triggered them in the past. Thus, it should be noted that note taking and
documentation is important for the growth of the clients (Chan, and Thomas 2015).

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Question 7: If you did notice developmental issues that caused you serious concern, (eg: child
protection concerns) what would be an appropriate response? Who do you have an obligation to
report to?
If I notice any development issues in clients which need my serious concern then I will take
quick actions to know about the roots of those issues and find the solution to resolve that
situation in a good manner (Davies & David , 2018).
If the issue can be controlled under my supervision and with the help of my surveillance then I
will keep the work on my priority and make it done as soon as possible. But if the developmental
issue is bigger from my scope of working and understanding, then I will hand it over to the
superior holding position above me. If I do not fit in the role where I can analyze or handle this
problem, then it is my utmost responsibility to refer it to the higher authority. However, in case
the issue requires my supervision, then I would initially analyze all the possible outcomes and
the proofs related to the event. After gathering the crucial information, I will then analyze it and
find out the wrongdoer behind it. Further, I will take possible actions to stop the wrong actions
and provide lesson to the wrong doer (Goodyear, et. al., 2016).
Question 8: Explain why maintaining work-related networks and relationships, helps you to
develop and deliver services and meet client needs and organization objectives?
A network of people who helps each other to fulfill organizational objectives is very helpful to
solve the issues in critical situations (Evans, 2016). For example, any client need my assistance
and I am not in that location but another counselor is available there then I will tell him to assist
my client. It is very beneficial for the client as well as organization.
Networks in every work helps in easing the job process and getting the things done without
facing hindrance. It is believed that every person in the business environment require several
people who can help them to perform their job effectively as no person can work alone and reach
new heights. Therefore, work related network helps in reducing the pressure and getting the work
done with the help of peers. It helps in learning new things in the environment and working by
helping or taking help with the peers. The service delivery process becomes more efficient when
connections helps in completion of the work because different people use different brainstorming

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ideas to complete the task due to which satisfaction of the client increases. Thus, in this
organizational objective is also met with client satisfaction (Pedersen, et. al., 2015).
Question 9: Explain the term "co-existing needs”.
Co-existing needs usually comprises of physical health issues such as diabetes, oral health, liver
issues, heart disease and many more. Co-existing needs refers to the disorder in which a person is
suffering from a problem and in response to which they have to consume something that is
resulting in significant harm on their health. For instance, a person is suffering from the problem
of alcoholism and in order to resolve their health issue of drinking, he is taking medication that is
making him dizzy and unconscious (Wendt, Gone, and Nagata 2015). Resulting in which, on one
hand, the person works to cure his problem while on the other hand he gets attracted to other
similar problem. The co-existing needs problem makes the person suffer with two problems at
the same time. These problems are co-existing due to which, they have to cure them properly
because solution of one problem might result in increment of the other health issue attracted by
the person. This problem is common among people and is also known as concurrent disorder
(Wong 2015).
Question 10: How do you explain the assessment process to the client to gain their trust and
obtain consent?
Usually clients not easily open up their problems with counselor if they do not feel comfortable.
In such a situation, concept of trust is an essential part of case management. After make the trust
with client, I will explain the assessment process (Smale, 2019).
I do nothing to woo the client because it would be called wrong if I do so. Therefore, I clearly
explain the assessment details to the clients and let them know about the features that they will
get during the course of program. The clients need to trust the process themselves and need to
make up their mind themselves in order to sign up for the given process. I provide all the
possible facts to the clients and resolve their queries as much I can so as to let them attain trust
on the organization and its process. I address the issues of the clients and aim to solve them with
a positive approach so that they get positive feeling when they think about the process and filling
in it (Sharf 2015).

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Question 11: What methods do you use, to identify and prioritise client needs, assess risk factors
and develop an appropriate strategy to assist a client with complex needs?
I will identify the needs of clients with building relationships with clients and engage them in
deep conversations to understand the urgent and exact needs of clients (Serin, et al., 2016).
During the conversation, I will try to know about the health, economic, social or other types of
needs with their weaknesses and resources. I will use Maslow’s needs approach to identify and
prioritize the needs of clients.
I prioritize the clients on the basis of the level of their complexity related to their problem and
the need of emergency. The non-emergent case are managed with a slower pace of time with
routine. However, the case that require emergent attention are taken on priority, also the
important resources are provided to them so as to reduce their level of complexity. Further,
strategies are developed with the purpose to provide complete support to the clients. The time
slot, duration, type of exercise etc. are considered keeping in mind the interest level of the clients
and their level of satisfaction from the process. Thus, in this way, strategies are defined with an
objective to satisfy the complex needs of the clients and identify appropriate strategies to resolve
them as well (Joseph 2015).
Question 12: What guidelines apply to the documentation, storage and sharing of client case
notes, records and information?
Records of clients are very crucial part of case management. There are so many guidelines which
provide confidentiality to the customers. Confidential information is a policy which provides
privacy to the information of clients. As per this policy, practitioner stores the records of clients
and cannot share it with anyone else (Darlow, 2016).
The information received by the client is crucial because it is sensitive information leakage of
which can affect the interest of the client and trigger their mental breakdown as well. Therefore,
recording the information in the right manner and keeping it in safe hands is important in order
to satisfy the clients. Talking about the guidelines, the information of each and every client
should be stored separately and the information should be only shared by the top level authority.
The information of one client should not be shared with another client. The meeting notes,
personal information, confessions etc. should be kept at a secret place and an organized manner.

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The people who are linked with the case should be allowed to read otherwise, no person should
allowed to make use of such confidential information (Magyar-Moe, Owens, and Scheel 2015).
Question 13: Describe how you can engage clients in the initial stages of the case management
process?
To engage the clients in starting of case management, I will establish a trustworthy relationship
with client. I will maintain the frequent and close communication, develop their strengths, goals
and needs which are very helpful to engage the clients in case management (Lawrence, et al.,
2016).
After maintaining a trustworthy relationship with the clients, I will then develop a short summary
of the case so as to make the people understand main issues connected with the case and how
they can contribute in solve the case management. The crux of the case will definitely attract
people in the initial stage of case management process. Afterwards, they will look forward
knowing more details about the case and its concept. Strong relationship with the client will
make them trust on the information shared by me. Further, this bond will help the client to
develop interest in the process and starting work with it. Thus, in this way, I will engage the
client by providing them brief information so that they can actively take part in the process
(Conoley, and Gutkin 2017).
Question 14: How do you clarify respective roles, boundaries and expectations, in case
management?
To clarify about all these things, I will provide guidelines, accountability, and transparency and
follow the rules which direct my practice. All these things provide clarifications about the roles,
expectations and boundaries.
Different people have different roles to manage in a case and it is important to allocate such roles
and responsibilities to them individually so that they do not get confuse with the work and know
the person to whom they are responsible. A set of standards and guidelines should be provided to
each and every person prevailing in the case management so that work gets done effectively. The
clients should also know details about the person who is accountable for the work. Also, it
should be noted that the work in the organization should be distributed on the basis of

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qualification, understanding and experience. People with better understanding and greater
experience should be provided difficult tasks while people holding less experience should be
responsible to do basic chores only. In this way, work would be managed itself and the problem
of authority and responsibility sharing would also get resolved (Hill, et. al., 2015).
Question 15: Describe how the professional experience of a counsellor, their workload and
geographical location of the service, can positively or negatively impact on client case
management?
If counselor is experienced in his work, then he will identify the exact needs of clients and on the
other side, if counselor is not experienced then he will take time to understand the needs of
clients. Just like that, if counselor has no workload then he has full time to give their client.
Location is also very important factor in this case as customer feel comfortable to go in a suitable
geographical location (Gilbert, et al., 2015).
The professional experience of the counselor is a major factor that inspires the satisfaction level
of the client in the external environment. Greater knowledge and experience of counselor leads
to better level of satisfaction of the client. The counselor has gone through several cases
therefore they know how react on special cases due to which some of them gets resolved in no
time. Whereas inexperienced counselor take more time in solving the case because every case is
new and fresh for them. Alongside, it should be noted that the workload increases the pressure
and tension of the counselor because they need to complete the cases in the given time. Resulting
in which, they solve the cases with some negligence as well. If there is less workload on the
counselor then they will personally care about each and every client (Wubbolding 2017).
Question 16: How do you identify and prioritize client needs?
The needs of clients are numerous and in this case, firstly I will address the urgent requirements
or needs on the base of Maslow’s hierarchy which includes:
• Physiological needs: wants basic needs like food, shelter, clothing etc. things that are
important for a person in the environment. This is important need for the living of the person.
• Safety and security needs: it involves the security need of a person for health,
employment, personal security need.

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• Social needs: the social need involves the person to attain intimacy, family and love from
other person in the environment. It is important for a person to have attachment and feel loved as
well (Hook, et. al., 2016).
• Need for esteem: it refers to the esteem need that is required by a person in order to feel
free and respected in the environment. The esteem need is important for the social development
of a person.
• Need for self- actualization: need to become the most recognized person in the
environment. Aims to become the best person in the environment.
I will give the preference to needs as per this hierarchy. Further, I will give preference to each
and every need based on the based mentioned theory of hierarchy.
Question 17: How do cultural differences influence the case management process?
Culture plays a very important role in the context of case management. Main cultural differences
which may influence the case management are values, perceptions, previous experiences with
illness, health, wellness, death and suffering.
The cultural factor is one of the major reasons that affect case management process. There are
people in the environment who initiate biased actions on the basis of culture of different people.
For instance, a person belonging from Pakistan in not accepted at several places because of their
Muslim religion. Resulting in which, due to the cultural differences, many people struggle to
understand the case and work accordingly. The cultural differences create differential definition
of problems in the eyes of different people resulting in which the process influence different
people differently. The cultural differences also make it difficult for the counselor to understand
the issues of the client and satisfy them by providing the solution. This problem aroused will
prescribing the right solution because it might not satisfy the clients due to difference in behavior
and thinking (Wosket 2016).
Question 18: Explain these approaches in relation to case management
Strength-based approach

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The foundation of social work rests on the strength-based approach and the principle of a power-
based approach is based on work practice. This shows the self-determination and power of a
person and the works focused on it. This approach focuses on the existing strength of an
individual to work in the environment (Knapp, et al., 2018).
Rights-based approach
The human rights approach depends on whether the individual and the community are being
known or not. This society has every right that society can be a partner in the development of
policies and its practices. It works on the concept of rights that every person should use if there
are provided and if not then they should claim for it.
Person-centered approach
The biggest feature of the Person Centered Model is that it has direct interaction with that person
or with the customer, and in this model, that person can monitor the necessary care and assess
them effectively. It deals with the consciousness of an individual that are analyzed by a
counselor in the environment (Evans, 2016).
Needs-based approach
According to the population, the health status can be handled by appointing the physician and
keeping in mind the needs of those people, which called needs - based approach. It focuses on
the process of identification of needs and successfully providing them to the client.
Question 19: As your work with the client proceeds, how do you and the client review progress
and make changes to the case management plan?
To evaluate the progress of case management plan, I will contact client regularly, review the
attendance report of client regularly, identify the needs and strengths of clients, review the
prepared case plan, check the ongoing assignments and review the other progress and eligibility
information (Skovholt 2017).
It should be noted that the work is further managed and progressed on the basis of the clients and
their feedbacks in the environment. While working with the client, it is not the contribution and
efforts of the counselor but also the client works collectively in order to make progress.

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Afterwards, when the progress is effectively made, then a plan is developed to support the future
plan and growth of the client’s behavior. The progress is checked on the regular basis in a way
which is suitable by both client and the counselor. Further, after the periodic review of the
growth, it is matched with the previous results and then analysis is made. Afterwards, the growth
process is defined by the counselor which should be agreed by the client. The client is free to
make changes in the growth process according to their will.
Question 20: Give examples of relevant organization and regulatory standards, policy,
procedures, legislation and statutory mandates, in relation to direct client care?
Australian government created many policies related to direct client care such as Massage
Therapy Act 1991 and WHS Act 2011.
These above mentioned standards and acts clearly explain the relevant standards that explain the
obligation of direct client care. It should be noted that these regulations define the rules and
obligations that required to be fulfilled by the counselor. The WHS Act explains the mandatory
requirements that are needed to be fulfilled by the counselors in order to provide proper care to
the clients without being biased. Lastly, it should be noted that the regulations should follow the
above mentioned rules and regulations in order to eliminate the penalties and satisfy the clients
as well.
Question 21: What things do you need to consider when developing an appropriate case
management plan, for your client?
There is a process to make appropriate case management plan. These steps are:
• Identify suitable services for the client and establishes expectations and goals.
• Collect relevant information regarding the case.
• Create action plans to identify the short- term and long- term goals.
It should be noted that it is important to note about the personal details of the client and what
they expect from the counseling services in environment. The expectation of the clients should
be analyzed and services to them should be delivered accordingly. Further, the problem
statement should also be defined so as to analyze the reason why the client is coming to them.