Effective case management may be defined as the process of planning, coordinating, staffing, leading, and controlling. An effective case manager needs various qualities to be able to deliver effectively. Firstly, the art of Communication is vital in the smooth running of any organization. An effective case manager has to learn the art of communication to ensure the conveyance of the correct message with both clients and workers. An effective case manager has to be conversant with both verbal and non-verbal forms of communication. The effective case manager has to be a good listener who pays close attention and listens with the intention of understanding when being addressed and also uses non -verbal actions like nods, gestures and eye contact to confirm comprehension of the matter under discussion (Blundo & Simon, 2015). Non-verbal messages also need to be interpreted correctly while at the same time being sensitive to cultural differences which may be considered disrespectful. In this electronic age, communication is not only confined to verbal communication only. The active case manager also communicates in written form through letters and emails. Proper etiquette has to be practiced in order to portray a positive image of the organization.
A practical case manager should also be adept in solving problems. As a troubleshooter, the active manager should be fully conversant with the inner workings of the organization so that decision-making can be enhanced and problems can be quickly solved whenever they arise. He/she should be familiar with all the operations and the key personnel in charge of all functions and should at times also delegate some key decision - making functions to junior workers, which in turn instills a sense of responsibility and also acts a morale booster and leads to increased productivity. Consequently, general management skills are a pre-requisite to enable the case manager to be effective and efficient in the discharge of duties. Proper academic training and relevant work experience will significantly assist in strategizing and accomplishing the set goals, inspire others and achieve the objectives as set out. Some case management skills can also be learned informally through life experiences and daily interactions, but they are crucial in developing the skills needed in the workplace. Due to human nature, disagreements tend to happen in the workplace, and as such, the practical case manager has to be conversant in conflict resolution skills and provide amicable solutions to the parties involved. The practical case manager also needs to be an impartial mediator so that the parties involved in the conflict can trust each other and accept the outcome of the process (Harper, 2009). Excellent negotiation skills are also crucial in bringing conflicting parties together. Conflicts are healthy and cannot be wished away but should be handled, professionally as he can reduce productivity in the workplace.
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The practical case manager also needs to be dependable, possess good professional judgment and also have strong character. The active case manager should command the trust and respect of junior employees and the management. Flexibility and adaptability should be the other hallmarks that distinguish an active case manage together with proper organizational skills. The practical case manager is a teacher and should be ready to use the teaching skills to impart knowledge to clients or employees. As a team leader, the skills imparted by the case manager will help the employees or clients to be independent and help them in applying the skills learned. The practical case manager also needs to be an accomplished negotiator. He/she should be able to bring people from different backgrounds and cultures to work together harmoniously with a unity of purpose with a single objective of meeting the needs of the organization (Blundo & Simon, 2015). Last but not least, the active case manager has to be a critical thinker. He/she should be able to analyze issues objectively and form a correct judgment. Critical thinking should be done independently and thoughtfully and logically. A practical case manager is a leader, a teacher, an organizer, a coach, a cheerleader, a problem solver, and a decision maker whose abilities should inspire everyone to give out their best for enhanced productivity.
References
Blundo, R. G., & Simon, J. K. (2015). Standards of Practice for Case Managers. In Solution- focused Case Management . Springer Publishing Company.
Harper, G. (2009). The Joy of Conflict Resolution: Transforming Victims, Villains, and Heroes in the Workplace and at Home . New Society Publishers.
