Welcome to
Caseload
Management
Breakout Session
Presented by
Duality Training Ltd
www.dualitytraining.co.uk
What We’ll Cover
1
2
3
Why this
topic?
Caseload Size
and
Composition
Caseload
Management
Techniques
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Why this topic?
Increasing
complexity of
customer needs
Inappropriate
caseload sizes
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The need for
higher numbers
of outcomes
Vicious Cycle
Caseload
too high
Fewer
staff
‘Role
Dilution’
Less
funding
Under
performance
Fewer
outcomes
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Overview
Define
categories of
case complexity
Identify key tasks for
each client category
Evaluate
effectiveness of
the methods
against results
expected
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Assign times to the key
tasks required for high
results
Calculate the
caseload size
per case manager
1. Define Categories of Case Complexity
Simple/ short
Simple/ long
Complex
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2. Identify Key Tasks and Track Time
Direct
tasks
Indirect
tasks
General
admin. &
other tasks
e.g.
e.g. Job referrals
e.g.
Needs assessment
CV and covering letters
Action planning
Liaison and admin
related to referral to
other services
Meetings
(internal and external)
Referral to other services
and support
Professional development
Data input, case notes
Matters related to
being an employee
Monitoring compliance
Collaboration, case
reviews/ conferences
Team building and
planning activities
Linking to job and work
experience opportunities
Compliance reporting
Supervising, training or
coaching others
Monitoring progress
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e.g.
e.g.
e.g.
Submitting claims
3. Assign Times to Client Related Tasks
Category:
List of Tasks
(Direct & Indirect)
List the tasks
completed by a
case manager in
a fortnight
Total time needed:
Hours (range)
Assign a realistic time range
for each task
Between ......... and ............hours per fortnight
For example:
Simple/ short client needs 30—45 minutes per fn
Simple/ long client needs 30 – 50 mins per fn
Complex client needs 45 – 60 mins per fn
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Calculate the hours needed per fortnight for admin. tasks
Work out the time that each caseload manager can spend
on client related activities.
For example:
A case manager can spend up to 68 hours in a
76 hour fortnight working on client related tasks.
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Calculate the Caseload
Time per client
Simple / Short
Simple / Long
Complex
Total
Simple Short
Number of clients per fortnight
30
20
35
50
45
30
100
Simple Long
10
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Complex
29
Total
23
62 Hours Per Fortnight
Define Standards and Results Required
Job referrals
Simple/ short
Job start
Simple/ long
Quality
Quantity
Timeliness
Complex
Progression from one
category to the next
Sustained outcome
Organisational
objectives:
e.g. reduction in staff
absence or turnover
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Caseload Management
• Thinking strategically, as well as reactively
• Prioritising where to direct your time and
resources, while maintaining service quality
• Making sure every customer progresses towards
securing and retaining suitable employment
• Managing time effectively
• Monitoring and evaluating results
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When the caseload changes hands from one
Case Manager to another.
When the Case Manager feels overwhelmed
and unable to cope with the size and
complexity of their caseload.
When administrative functions or paperwork
are prioritised.
When planning is pushed aside because of
pressure to gain job starts and outcomes.
When a large influx of new clients arrives on
the caseload.
When process rather than practice becomes
the priority for the Case Manager.
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e.g.
1.
Segment the caseload.
Simple/ short
Simple/ long
Complex
e.g.
2.
Choose the most appropriate type of
interventions for the identified
segments.
Group or sub-group intervention
Individual intervention
Referral to another service
3.
e.g.
Schedule the interventions.
Block scheduling
Individual appointments
Regular group sessions
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Examples of Group Interventions
Specific job search training modules to b u ild
p a rt ic u la r j o b sea rc h sk ills n e e d e d by t h at g ro u p o f
c lie nt s.
Training courses to b u ild sp e c if ic vo cat io n a l sk ills
n e e d ed by t h at g ro u p o f c lie nt s.
Workshops or seminars fo r c u sto me rs se e k in g wo rk
in t h e sa me in d u st r y to sh a re info rmat io n a n d imp rove
t h e ir u n d ersta n d ing o f t h e sp e c if ic c u rre nt re q u ire me nt s
a n d exp ec tat io n s o f e mp loye rs in t h at in d u st r y.
Job canvassing, industry and occupational
research, informational calls to employers.
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Manage Own Productivity
1.
Work as a
Team
2.
• Share
• Collaborate
• Assist
Self
Management
3.
• Examine
current work
habits
• Manage use
of time
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Review and
Evaluate
• Measure
effectiveness
• Refine caseload
management
strategies
Work as a Team
Mentoring
Systematic
Case Reviews
Case
Conferences
Share
Information
Co-facilitate group
sessions
Job
Shadowing
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Be Time Efficient
Examine current
work habits
Prioritise
and plan
Identify
time wasters
Improve interviewing and
case noting skills
Control time
traps
Get help
when needed
Track results
and progress
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Thank you!!
Linda Hayworth
contact@dualitytraining.co.uk