After the initial assessment phase in the case management process, the case
manager and client enter the planning phase. During this time, the case manager
and the client work together to review the initial assessment, develop a plan,
make use of information systems, and gather additional information. The planning
phase begins with a review of the relevant facts gathered during assessment.
This includes an examination of information, including the source of the
problem, previous attempts at solving the problem, the client's motivations for
solving the problem, the client's interests and strengths that may assist
problem solving, cultural considerations, and barriers that may hinder any
attempts to solve the problem. Once this information is gathered, the case
manager and the client work together to develop a plan. This process includes
setting goals, deciding on objectives, and determining specific interventions.
After the case manager and the client have developed and agreed on the plan,
available services are identified. In this phase, the case manager acts much
like a broker, identifying service providers and linking service providers and
clients together. During this time, case managers may depend on information and
referral systems. Part of planning may also include gathering additional
information. Case managers frequently rely on interviewing and testing as data
collection methods. Interviewing and test administration should be conducted
only by professionals who are qualified to do so. Both types of data have
potential sources of error, and this should be taken into consideration whenever
interpreting results and making decisions with the client. Both interviewing and
testing should be conducted and interpreted in a culturally sensitive manner.
Exercise 1: Back to the Future
Planning generally implies future direction; however, in human services it
begins with an assessment that looks back rather than forward. The following
situation illustrates this reassessment activity:
Frankie and John sought help originally because they desperately needed
financial assistance. John, a police officer, was diagnosed with brain cancer
about the same time Frankie had their second child, another boy. Shortly after,
Frankie's dad died, leaving them his home that he had refinanced to help Frankie
and John with their medical expenses. They are now living in the house although
they may lose it because John's disability is not enough for them to pay the
mortgage. Last Friday evening Frankie discovered they had a winning lottery
ticket. Now they have $1.5 million.
Does the problem continue to exist? YES

NO

Has it changed in any way?

Who is involved at the present time?

Describe any shifts in the environment.

What changes do you anticipate in plan development?

Exercise 2. Cultural Sensitivity
Ask the clients the following questions representing cultural sensitivity and
provide the ways you believe the clients might respond.
What do you think is your problem?

What do you think caused your problem?


How do you cope with your problem?

What concerns do you have regarding your problem or the case management process?