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A New Beginning for Case Management
Friday, November 3, 2006

I had the chance to witness something special yesterday. I was asked to speak along with Jim Hammond, CEO of INARF, to the first company wide meeting of IPMG, the new contractor for case management services for the entire state. For the first time in one room, every case manager in the state was brought together under one organization, with a clear sense of purpose and mission. I shared with them that I felt there were three things that consumers and families expected from case managers: Confidence – consumers want to know that they know their job and what to do. They understand the system, know what needs to be done and will get it done.

Case managers may not always know the answer or have the fix, but consumers need to know they will find the answer and know where to go to get the assistance they need. Continuity – consumers want someone that they choose to stay with them. Having the ability to know that the person you have chosen will be with you and get to know you is essential. And if for any reason that person leaves the field there is a commitment to get someone in their place immediately.

Caring – Consumers and families want someone who cares about them and their loved ones. The fact that they care and look at this as more than just a job is essential. I also shared with them that I believe providers are looking forward to case managers being partners. To make the system work, case managers, consumers and providers will need to be a team. It was exciting to see this new company coming together. There certainly are many challenges as the leadership builds a culture for the company.

I’m convinced they get it about what needs to be done, are bringing a renewed spirit of service and competence to the task. Special note: Tuesday is election day. Please vote. And this weekend when candidates for any office ask you for your vote, ask them where they stand on the important issues that affect you and your family.