Case management is used across a diverse range of organisational
settings, from child protection to aged care; disability services;
acute and community health; courts and correctional services;
employment services; veteran services; education; and immigration
programs. However, case management is not always successfully
implemented, and practitioners often feel they are not given
sufficient support...The Practice of Case Management draws on
extensive practice research to identify the key characteristics of
successful case management: organisational support; developing
delivery models to suit individual client needs; preparation of
staff at all levels; and affirmation of the central and active role
of the client...The authors outline the challenges and complexities
faced by case managers, acknowledging that their role is often
poorly conceptualised and articulated. They demonstrate that true
engagement enables effective service provision and offer practical
strategies for everyone involved in the case management process to
facilitate negotiation, accountability and the achievement of
positive outcomes.
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