Tasks and duties

• Understanding the needs of their client, from both practical everyday and holistic views.
• Writing up plans and agreements, and negotiating these with the client and stakeholders.
• Establishing and making contact with the services the client requires, according to their agreed plan.
• Linking clients with services and products they require (such as Centrelink, housing, medical or legal).
• Ensuring agreements and plans are complied with.
• Organising appointments and meetings and ensure invitees attend.
• Setting schedules, timelines, tracking milestones and reporting on progress.
• Conducting risk assessments and ensuring paperwork is accurate and complete.
• Problem-solving, negotiating solutions and enabling progress.

Depending on the type of case management, they sometimes work in a consultative capacity and sometimes in an interventionist capacity. Case Managers may work in both capacities — those in the health and social services industry assigned to coordinate services for mentally ill clients or vulnerable children, for example.

Empathic, tenacious, excellent communicators and with impeccable project management abilities, Case Managers need to be organised and have effective influencing skills.

Between chasing up services and outstanding agreements, attending meetings and liaising with stakeholders, Case Managers have their hands full most of the time. However, the personal rewards of the job are high for those who can take on the challenge.