# data[].attributes.body
Promote Effectiveness of CM
Good communication skills
Ability to build therapeutic rapport and trust
Confidentiality
Client-centered, strength based approach
Knowledgeable and qualified
Ability to build professional networks
Resourcefulness

Prevents Effectiveness of CM
Burnout
Lack of knowledge
Lack of professionalism, poor time management
Poor management and coordination skills
Poor relationship with client and family

# data[].attributes.body
Enablers
- Good time management skills
- Effective listening
- Advance communication skills
- Holistic views
- Ability to advocate
- Reliable
- Trustworthy
- Problem-solving abilities
- Knowledgeable
- Willingness to try and seek alternative options
- Client centred

Barriers
- Burn out
- Lack of empathy
- Lack of motivation
- Bias
- Neglect
- Judgement
- Breaching ethics
- Poor organisational skills
- No rapport built

# data[].attributes.body
effective case manager performance:
- good time management skills
- knowledge
- resourceful
- good communication skills
- client centred care
- aware of own biases

behvaiours preventing:
- unaware of own biases limiting client-centred care
- poor communication skills
- poor time management skills
- unmotivated

# data[].attributes.body
Typical behaviour variables that facilitate with effective case management

-       Good communication

-       Organisation and time management

-       Holistic view

-       Conflict resolution

-       Open-mindedness

-       Resourceful

Typical behaviour variables that prevent effect case management

-       Burn out

-       Lack of empathy

-       Low motivation

-       Judgement

-       Not following a client centred approach

# data[].attributes.body
Effective:

Communication skills

Correct understanding of required skills

Non-bias

Evaluation skills

Good time management

Professional manners

Holistic and client centred

Barriers:

Discriminatory

Poor information delivery

Inability to adapt/flexible

No motivation

# data[].attributes.body
Effective behaviours:
- Motivated
- Good communicator
- Good a setting goals
- Good time management
- Good problem- solving/ can be independent
- Organised
- Reliable

Behavioural barriers
- poor decision making
- lack of motivation
- lack of pride in work outcome
- poor organisation skills
- lack of empathy

# data[].attributes.body
effective:

Effective communication between all stakeholders

Maintaining confidentiality

Client centred

Motivation

Knowledgeable

Time management skills

Informed decision making

barriers:

Poor communication

Judgement /bias

High case load

Inflexibility

Poor time management

# data[].attributes.body
1. Effective Case Manager role performance?
- Good Communication
- Effective time management skills
- Effective conflict resolution skills
- Good Listening skills
-Good Advocated for the clients

2. Behaviour variables that may prevent the case manager performing in their role?
- Lack of leadership
- Poor communication skills & listening skills
- Lack of organisation
- Poor judgement

# data[].attributes.body
Effective behaviours:
-high level of communication
-knowledgeable
-respectful to client cultural values/beliefs
-supportive
-maintains confidentiality
-uses clinical reasoning to inform practice

Barriers:
-Not taking a client centred approach
-Poor time management
-Bias/discrimination
-High case load reducing effective time with client.
-Poor communication skills.
-Lack of empathy

# data[].attributes.body
Behavioural aspects of a good case manager:
* Good time management skills
* Ability to multitask
* Excellent communication skills
* Good at building relationships
* Flexible and adaptable
* Persistence

Behavioural aspects leading to poor case management:
* Judgemental
* Closed mind
* Poor organisational skills
* Poor time management
* A propensity to give up with facing challenges
* Inability to use laterally thinking when confronted with problems

# data[].attributes.body
1.   What typical behaviour variables facilitate with effective Case Manager role performance?

·      Good communication skills

·      Empathy

·      Time management

·      Self-improvement

·      Conflict resolution

·      Informed decision-making

·      Client-centred care

2.   What typical behaviour variables may prevent the Case Manager performing their role?

·      High case load

·      Discrimination and bias

·      Poor or ambiguous communication

·      Lack of responsiveness

·      Poor time management

# data[].attributes.body
Effective

·         Consumer-centred

·         Great time management/organisation skills

·         Empathetic

·         Maintains confidentiality

·         Problem solving mindset – adaptable to different situations

·         Positive body language habits (even voice tone, posture, reflective listening) that invite confidence and trust

·         Respect for clients’ beliefs and values

·         Able to develop a collaborative partnership with clients based on above factors

·         Recognition and positive reinforcement from managers/peers

·         Equitable/manageable caseloads

Ineffective

·         Poor body language

·         Excessive caseloads, leading to rushing through sessions, or treating more like a box checking exercise than a collaboration

·         Lack of recognition/positive reinforcement from managers/peers

·         Poor time management skills

·         Projecting values or beliefs onto clients or directing them towards certain decisions/courses of action instead of listening to their needs and goals.

# data[].attributes.body
Effective Attributes:

Altruistic, empathetic , compassionate, goal orientated, focused, precise clear easy to understand communication , think on feet, problem solver, supportive, professional and can take feedback, positive attitude , client centred/holistic view, adaptable, can embrace change, organized , self motivator , team orientated/collaborative , win-win mindset , honest and can build rapport one way is through reflective listening, can motivate others/MI, diligent, empower the client, kind and fosters hope, patient.

Barriers to effective CM:

Poor communications skills, not effective/efficient, judgmental/labelling/bias, unhygienic, not taking the time to understand first before being understood, just box ticking and not trying to stick to the goals of the client, working too much and being stressed out, not seeking feedback, not working in teams, not making detailed notes to provide to other stakeholders/delay time, not being properly trained could be due to role ambiguity and no clear framework

# data[].attributes.body
1. What typical behaviour variables facilitate with effective Case Manager role performance?

answer:
- having good communication with al stake holders
- being motivated and persistent
- strong knowledge base
- client centred

2. What typical behaviour variables may prevent the Case Manager performing their role?
- poor communication
- judgement
- issues with being adaptive
- discrimination

# data[].attributes.body
1. Effective Behaviour:

- positive leadership

- communicates with all parties in a timely manner

- provides adequate support to the client

- discusses and gives client service options without forcing decisions on them

- manages time well

2. Ineffective Behaviour:

- withholds information from client and other service providers

- overworked

- doesn’t communicate with client in a timely manner

- judgemental

- lacks motivation

- lacks compassion and empathy

# data[].attributes.body
Effective Behaviours:

Resourceful

Knowledgeable

Effective communicator

Good time management

Good organisation

Motivated

Client - centred

Good interpersonal skills

Excellent assessment skills

Client Advocate

Effective conflict resolution skills

Behavioural Barriers to CM role:

Poor organisation

Ineffective communicator

Inflexible

Lack of knowledge

Poor decision making skills

Unapproachable

Discrimination/ bias

Lacks compassion and Empathy

# data[].attributes.body
Behaviour variables facilitate effective Case Management:
1. Good communication skills
2. Non-judgemental holistic approach
3. Maintains confidentiality
4. Client-centred and goal-directed
5. Maintains respect of client's cultural beliefs, values, attitudes and dignity
6. Professional with good time-management and organisational skills.

Behaviour variables prevent effective Case Management:
1. Judge clients and significant others based on their cultural beliefs, values, lifestyle and attitudes.
2. Poor management skills
3. Poor relationship with patient and health professionals

# data[].attributes.body
Effective CM role performance:

Effective communication skills

Good time management and organisation skills

Trustworthy and strong therapeutic relationship with clients

Good interpersonal skills (empathy, active listening, good body language)

Fosters hope

Passionate and energetic about job

Motivating/encouraging/empowering towards client

Cooperative & collaborative with others involved in care team

Provide client- centered care

Barriers to CM role performance:

Poor organisational/ time management skills

Personal bias/judgement

Inability to work in a team

Inability to communicate effectively and appropriately

Inability provide client-centered, goals directed care

High case load

Poor time allocation

Lack of resources

Lack of leadership, clarity and support from role senders

Role ambiguity and confusion

# data[].attributes.body
1.      What typical behaviour variables facilitate with effective Case Manager role performance?

It is important that there is effective open communication between the case manager and the consumer/ client.  it is important that the client is encouraged to actively participate in the decision making of their rehabilitation needs and outcomes. This has to be delivered in such a way that is non judgmental and allows the case manager to resolve any conflicts and ambiguity that can occur .This is why both client and case manager switch roles as needed and take turns playing the roles as both role sender and focal person as role sender and focal person so each is clear in their expectations of what is going to take place

This all has to take place within the confines of what key stake holders can deliver and within any budgetary and timelines set by those in charge of funding rehabilitation (insurers, Government). There also has to be a shared role of both role sender and focal person between case manager and all key players, so that conflicts and ambiguity can be resolved as they arise

2. What typical behaviour variables may prevent the Case Manager performing their role?

Role conflict and/or Role ambiguity can occur if   the role senders and focal person roles are not shared be3tween consumer and case manager. Role conflict and/ or role ambiguity may occur as a result of not communicating openly and effectively

Equally this can also occur if there is not an effective two way open communication between case manager and key stake holders. A two way communication that is non judgmental should exist with all parties sharing roles as both role sender and focal person

Role conflict and role ambiguity delays effective  outcome for clients and affects budgets and time frames

# data[].attributes.body
Effective:

Goal- directed

Focused

Communicated effectively with the client

Purposeful

Knowledgeable

Provides adequate and efficient support to achieve goals.

Maintains a professional boundary with the client

Confidentiality

Follows all procedures and policies of the company

Client- centered care

Problem- solving

Informed decision making

Barriers:

Poor time- management

Poor professional appearance

Seems to be rushed

Does not listen to the client or their goals and needs.

High caseload

Discrimination and bias

Making important decisions without the client's consent or knowledge.

Not providing enough information to other health professionals regarding the client who are involved in their care

Not providing enough information to the client to make an informed decision.