The Role of a Case Manager The experience of others

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1 The Role of a Case Manager The experience of others Independent Living Solutions Ltd Case Management and Rehabilitation Services

2 Introduction When a person s life has been changed by injury - however caused a Case manager can address the practicalities. Case Managers work with any adult or child who as an identified need. This includes: people who have acquired Brain Injury, Spinal Cord Injury, Cerebral Palsy, Multiple Orthopaedic Injuries, and Mental Health issues. What to expect from your Case Manager A Case Manager will work closely with you in order to support you and/or your child in achieving maximum potential, to lead a life with the optimum balance of occupational, educational, recreational, and social opportunities. Case management is an active process devoted to the co-ordination, rehabilitation, care and support of individuals with complex clinical needs, and their families. It aims to facilitate their independence and improve their quality of life whilst acknowledging safety issues. - British Association of Brain Injury Case Managers Case management is a collaborative process which: assesses, plans, implements, co-ordinates, monitors and evaluates the options and services required to meet an individual s health, social care, educational and employment needs, using communication and available resources to promote cost effective outcomes. - Case Management Society United Kingdom

3 Involvement in your Life The required level of Case Management involvement will depend on your needs, and the needs of your family. Initially, there may be weekly contact, then later, it may decrease to as little as quarterly visits. I cannot express highly enough the benefit of having our own case manager. We have been extremely fortunate to benefit from their expertise in dealing with severely disabled children. And I have to say that for a change, it is not all about our child! Having a disabled child impacts so greatly on the rest of the family - that is what I believe Case Management is all about, and that is what has saved us and kept us together When a case manager was initially suggested I couldn t see why I would need one, it seemed an unnecessary cost. My case manager s above and beyond approach, her care, tact and sensitivity, and ability to deal with pretty much anything has made me change my mind completely. She has brought an in depth knowledge, excellent manner, organisation and has assisted me immeasurably. Without her valued input and assistance my family and I would be in a much worse situation. There have been times when, for instance, I have been trying out equipment etc. where she has asked questions before I would have even thought of them. She is thorough and resourceful and can be totally relied upon to do the best and get the best results for her clients Involvement in the Legal Process A Case Manager is a qualified professional with knowledge and experience of the day-to-day difficulties that you or your loved ones face. Your Case Manager may be an Occupational Therapist, Physiotherapist, Nurse or Social Worker. However, he/ she is separate from the Personal Injury legal process, their duty of care is wholly dedicated to the client. The Case Manager s notes will be shared with solicitors, because she/he can give a holistic account of your needs, helping to facilitate the legal process.

4 - Before your case is settled What to Expect from your Case Manager The Case Manager will initially visit you and your family or representative, and work with you to complete a comprehensive assessment of your needs. Following this visit, he/she will produce a report with their recommendations for potential Case Manager involvement. A copy of this report will be sent to your Solicitor, who should go through it with you. The Case Manager will be able to get started working with you once the solicitor gives the go-ahead. The first step for your new Case Manager will be to help you identify and prioritise what you and your relatives would like to achieve. Together, you will then make a plan of clear steps to achieve these goals. Onwards, he/she will help you to regain and maintain the best quality of life. They will consider every aspect of your physical, intellectual, and emotion wellbeing and act as an advocate for you when required. Case managers have the flexibility and resourcefulness to solve problems as they occur, but most importantly, they will usually have the experience to foresee most issues before they occur. Your Case Manager will often support you in the following areas: Care & Support Recruitment, training, and managing carers and support workers. Emotional and practical support for you, your family and friends. Accommodation Making it safe, arranging adaptations and helping you to move. School/College/Work placement Helping you to get the most out of life. Leisure - Facilitating activities. Arranging and coordinating therapy input - Be it statutory or private services. Equipment - This could be anything from a wheelchair, to assistive technology to help you at home, work or school and may include transport. Anything to lighten the load for you From attending hospital/expert appointments with you, to speaking with your solicitor, or applying for benefits. Liaising With funder to ensure adequate funding is available to meet your need. Our Case Manager is an essential link between our family and our solicitor - she often ask him questions, and acts as a buffer, protecting us from difficult answers. She seems very human and very approachable in a world that is often unreal and alien

5 We have weekly contact with our Case Manager, which is very reassuring. She manages our care team which is a real help, meaning that I don t have to get involved. It is hard enough have a carer constantly present in my home, so having someone else to deal with any carer issues is a huge help When my family found it difficult to cope with my son s condition, ILS were a lifesaver, they gave us our lives back ILS have been very supportive, they have supplied the right equipment & specialists for my needs, I cannot speak highly enough of the company Since ILS helped me to employ carers my son has been more alert, stimulated, & engaged What happens after your case has been to trial? The cost of long-term Case Management, depending on what s required, is usually covered within the personal injury claim, meaning that Case Management need not stop once the case has finally settled. Long-term support that Case Managers can provide: Care & support Managing your support staff and dealing with employment issues as they arise, such as re-recruitment and adapting and maintaining a care or support team to meet your current needs. Accommodation Helping you identify a new suitable property and arranging adaptations. Assistance with budgeting School/College/Work placement Support with the transition between educations. Leisure - Help you to identify and pursue new activities. Therapy Input - Finding the right therapy for you as your needs change over time. Equipment Servicing, replacement and considering new products. Anything else that will lighten the load for you.

6 Independent Living Solutions Ltd Case Management: Independent Living Solutions Ltd is registered and inspected by the Care Quality Commission, and regularly receive excellent reports. All Case Managers are members of the Case Management Society United Kingdom (CMSUK), and the British Association of Brain Injury Case Managers (BABICM). Many have advanced BABICM member status due to their experience and expertise. Each Case Manager has a Mentor who is familiar with your case and able to provide specialist guidance and support. We have a dedicated Human Resources department who support the Case Manager with the recruitment and retention of care/support workers. We provide cover for when your Case Manager is away, by someone who is familiar with you and your needs. Case management can be a long-term relationship and we understand that occasionally, change may be welcome. We can arrange for a planned handover to a suitable alternative case manager if/ when the time comes. This structure, support, and expertise enables the Case Manager to focus on you and provide the best service. Many companies and people claim to put the client at the centre of things unfortunately they fail in the majority of cases ILS succeeds! There are numerous examples where my case manager s advice, knowledge or ideas have been of significant benefit Independent Living Solutions seem to have all of my family s needs covered, and while they deal with the challenges, I can concentrate on being there for my relative. *Please note, all of the quotes in this document are from real families who have used, or are still using, the services of Independent Living Solutions Ltd.

7 I think the staff are excellent, in fact the company is excellent Thank you for a brilliant service ILS provided support with whatever we threw at them We definitely feel safe with our carers, they are really lovely and we are so lucky. I cannot speak highly enough of the company. They have been very supportive, They get the right equipment and the right specialists The company has been a life saver. I was finding it difficult to cope with the demands that my son s condition brought to the whole family. I couldn t see a way forward but the company has given me my life back. Having the company employed to facilitate care has changed my life.

8 Head Office: 2 Wilton Business Centre, Wilton, Salisbury, SP2 0AH Leeds Office: No 1 Leeds, 26 Whitehall Road, Leeds, LS12 1BE Copyright 2015 Independent Living Solutions All Rights Reserved.

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