Case Management and the Shift Program
Shift is rights-based, client-centered program. Part of the
delivery of the program is through a case management model. Case management is
an essential piece of Shift's work for a variety of reason. First and foremost,
case management refers to a coordination of services. A case manger meets with
a client to establish his/her individualized goals and then offers assistance to
achieve those goals. Assistance may look like in-house support, case
conferences, information or referrals as example. Our case managers are a
wealth of information; they know what services and supports are available,
eligibility requirements, and how to access them. And if they don't know, they
know how to find out. It can be overwhelming
for clients to have their needs addressed by multiple agencies and services,
and case managers centralize all those support systems into one place. They
inform, advocate, keep track of and case conference on behalf of clients. Case
management is one stop shopping, if you will, by coordinating many of a
client's needs into one spot.
Our Shift case manager is also very accessible. Contrary to
more formal service delivery in which support workers often inform clients what
services are available through their agencies, the Shift case manager is diverse,
resourceful and can address a variety of needs. That means that the case
manager asks the question "what can I do for you?" and can attend to
the varied requests the client names. Clients also assess whether they feel
their needs are being met with case management, and can adjust and change their
course of action as they will. Case management is a client directed process. The
Shift case manager is accessible also because clients can connect in a variety
of ways; phone, email, drop in or a scheduled appointment. If the case manager
is not available when a client is in need, there is often another staff member
who can offer the same support.
Case management is also a great resource because it is relationship
focused. Contrary to many formal service
delivery programs, Shift's case management model doesn't have a time limit or
completion date. This facilitates time for clients to set their own pace, alter
or add new goals or access Shift when it fits in their lives. This model also allows for the case manger and
client to develop a rapport as they work together over an extended period of
time on potential multiples goals.
The role of a case manger is central to the services of
Shift. A case manager is the first point of contact, and stays with client in
any way that they wish to access our services. Whether it is a housing concern,
counselling requesting or signing up for our yoga classes, our case manager
will be there.
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