Module 3

1. CASE MANAGEMENT TRAINING PACKAGE
Module 3.
Which social cases are recommended for
Case Management methodology and what is
the best way to welcome them

2. Case Management – module 3 – slide 2

3. Front office: what can be done?
Data collection: HOW?
• Triage: determining the priority of “patients’” treatment
based on the severity of their condition
• Provision of INFORMATION, or REFERRAL to a specific
unit
In preparation:
• Agreement with all the services’ units
• Collection of basic information (leaflets) for each service,
with CLEAR and DETAILED instructions on how to apply for
a service
• If agreed with other services, arrange APPOINTMENTS
with specialists (admin officers for benefits, case
managers, etc)
Case Management – module 3 – slide 3

4. Social needs of a specific family
Front office
Consultancy
Information sharing
Referral
Is there a social need?
yes no
Exit
Appointment is made with the
Case Manager (social worker)
Provision of information if
required
Case Management – module 3 – slide 4

5. Front office: where can it be done?
• In offices with common premises, set up a RECEPTION area, with a
desk and chairs, for a friendly and confidential conversation with
clients
• In offices without this facility, define shifts among professionals to
cover the front office, and they can receive people staying at their
desk as usual
• In this case, clear information has to be provided to all
clients, establishing a timetable and indicated locations for people to
have a front office service
• Example: the front office is open on MONDAY and WEDNESDAY
mornings from 9 to 12. On Mondays citizens are received in ROOM n.
12, and on Wednesdays in ROOM n. 14.
Unless you have a previously arranged appointment, please visit our
office on the indicated days.
Case Management – module 3 – slide 5

6. Front office: who can do it? (1)
Proposal:
•In offices where case managers are more than one, establish shifts
among case managers to cover the front office
• In this case, case managers need to maintain a clear separation of
roles; when they are at the front office they don’t act as case
managers
•Therefore, in order to see clients as case managers they need to
arrange appointments with the client; when at the reception desk, they
can only do the first assessment and referral, arranging appointments
with themselves or with other specialists
• In offices where the case manager is only one, discuss with the
supervisor how to define shifts, or reduce the front desk time (1/2
mornings per week)
Case Management – module 3 – slide 6

7. Front office: who can do it? (2)
All those who cover the front office function:
•Need to separate their provision of services from the front office
function
• When they cover the shift, they are not dealing with their clients as
on all the other days
•They need to collect detailed and clear information from all the
offices, and be able to respond to clients on the provision of different
services
• They need to decide if the is a social need, or only an information
need, or the need to have access to administrative services
Case Management – module 3 – slide 7

8. Front office: referrals
The general types of referral can be grouped as follows:
Information need Front office and Exit
Administrative Administrative
procedures need managers -
(benefits only) appointment
Case manager -
Social need appointment
Case Management – module 3 – slide 8