ABSTRACT
This chapter highlights the skills and characteristics of the professional use of self that undergird the social work case manager role. The case manager uses engagement skills to establish helping relationships with clients, based on mutual trust, which promote client dignity and self-determination. At the service system or community level, the case manager provides input into policy and program plans, helping to define the scope and shape of services. Educating, sensitizing, and increasing the awareness of other providers, agencies, and the community at large are required. The case manager uses systematic data-gathering skills to answer critical questions about needed improvements in the fit between the person and family, and the relevant environment. At the service system level, the case manager searches for appropriate resources, including those that are cultserviceally sensitive. Resource gaps are identified as well. Planning frequently involves multidisciplinary teams, or views of different providers.
