Case Management and Referral
Case management coordinates services across systems-medical, behavioral, housing, employment, legal-to meet the client's needs and reduce fragmentation. Candidates should understand needs assessment, service planning, linkage, advocacy, monitoring, and follow-up, plus the use of releases of information to share data lawfully. Know how to match referrals to client needs and preferences, verify eligibility and availability, and follow up to confirm the connection succeeded rather than assuming a referral equals a service received.
Traps: making a referral and closing the case without follow-up; referring without the client's involvement or consent; ignoring barriers such as transportation, cost, or child care; and failing to document referrals and outcomes. Also watch for 'warm handoff' questions-direct connection to the provider is generally stronger than a phone number. Know that advocacy means helping clients access entitlements and overcome system barriers, not doing everything for them.
Rule of thumb: a referral is not complete until the service is confirmed and the client's experience is documented. Follow up, follow up, follow up.
Worked example: A client needs opioid treatment. The case manager arranges a warm handoff to a medication-assisted treatment provider, confirms the appointment occurred, addresses transportation, and documents the outcome-rather than handing over a phone number and closing the file.