Objective: Examine best practices, pertinent legislation, ethical and professional issues associated with case management services.

Objective: Propose solutions for current challenges within the context of case and care management. Case management services require a significant amount of documentation and communication. In today’s workplace, there is more digital communication and fewer hard copies. The healthcare field is using digital platforms, mobile technologies, and even social media to create awareness for events and to distribute general information. Face-to-face meetings and phone conversations are still part of client communication. However, virtual meetings (through Zoom, Skype, Go-To- Meeting, FaceTime, etc.) are becoming more common. Clients often have transportation issues that may limit face-to-face meetings. Virtual technologies are cost-and-time effective for the client, case manager, as well as the agency.

Although technology can save time and money, there are some obvious risks and concerns too. Case managers must be sure that client records are kept confidential and that appropriate measures are taken to avoid security risks. Likewise, case managers must keep communication professional and maintain healthy boundaries with clients. Please think about how you might handle a client that crosses a line by becoming too friendly or using inappropriate language through a text or social media.

Social media should only be used in professional contexts. For example, the organization or agency has a social media site where case managers can share information and important updates. It is not advisable to become “friends” with clients on personal social media accounts. Personal friendships could create a “dual relationship,” which is problematic. Professionals should consider privacy settings on their personal social media accounts, as well. Not all clients are happy about their placement in case management and could have ill intentions towards their case manager.

Today’s case manager must be able to use current technologies as well as be able to adapt to new technology trends quickly. As we engage in this discussion, please think about your current technology status, are you prepared to enter a fast-paced digital work environment?

Instructions

• View Relevance of communication in social work practice.
• Watch How is technology changing the healthcare sector?
• Watch How technology is helping (and hurting) healthcare.
• Watch Wearing technology in healthcare.
• Watch Social worker’s guide to social media.
• For this discussion, respond to the following questions. Be sure to engage your classmates. Please keep in mind the importance of confidentiality and keeping client records safe.
  • What are the benefits of using technologies to communicate with clients and other stakeholders?
  • Which technologies do you see yourself using as a human services professional?
  • What are some challenges/barriers for you & the client using technology?
  • Do you have any concerns with using technologies for communicating with clients through electronic means, such as text or social media?
  • How can the case manager create healthy boundaries for using technology with clients?