Case Management Final Exam Study Guide
Reviewed Questions and Answers Latest
2025/2026 GRADED A+
(CHAPTER 1) Case Management Definition - CORRECT ANSWER--A creative,
collaborative process involving planning assessment, coordination, teaching, modeling
and advocacy that aim to enhance the optimum social functioning of the client served
and positive outcomes for the agency
(CHAPTER 2) Deinstitutionalization in the 1970s and the impact on Case Management -
CORRECT ANSWER--Had positive and negative impacts...
Positive:
-released individuals who were forced to stay in psychiatric institutions
Negatives:
-people were homeless once released, some require isolation for treatment
(CHAPTER 3) Roles in case management:
Advocate, broker, coordinator, consultant, cost containment - CORRECT ANSWER-1.
Advocate
-speaks on behalf of clients when they are unable to do so. The case manager
represents the interests of the client, helping to gain access to services or improve
their quality
-@ organizational level, the case manager serves as a community organizer who
influences the policies that control eligibility and access to service
,2. Broker
-role in which the case manager links client with needed services
-broker helps the client choose the most appropriate service and negotiates the terms
of service delivery
3. Coordinator
-role in which the case manager works with other professionals and agency staff to
ensure that services are integrated and to expedite service
-The case manager can help the client with problems such as ineligibility, seemingly
closed doors, poor service quality, and irrelevant services
4. Consultant
-an outside professional with the expertise to identify a problem, study it, and make
recommendations
-An organization many need assistance with such matters as cost analysis, quality
control, and organizational structure
5. Cost Containment
-agency representative who follows guidelines for allocating resources and advocates
for the client's needs
(CHAPTER 4) Confidentiality and Exceptions - CORRECT ANSWER--Fundamental to
developing a relationship between the helper and the client
-Information disclosed during the helping process is kept in confidence
-Confidentiality helps the client feel free to share concerns and issues
-Trust between the helper and the client is a prerequisite to the success of their
relationship
EXCEPTIONS:
-Entering info into electronic system,
-Talking to colleagues during consultation, or
-Working under supervision
-Case manager keeps client information confidential except...
, -if the client has been neglected or abused and is a child or reports neglect or abuse
of children
(CHAPTER 5) Cultural Humility - CORRECT ANSWER--Humility accepts the probability
of saying the wrong thing (the culturally humble person risks getting it wrong and
embarrassing herself, because engaging with the other person is more important than
saving face)
-Represents a shift in focus from confidence in one's own knowledge to deference to
another's knowledge
-It's a desire to learn, not a desire to be learned, opens up the conversation
-Be culturally aware (both of our own and others cultures)
-Ask the client to educate you about their culture
-We need to educate ourselves about the nature of social diversity, white privilege, and
oppression to race, ethnicity, national origin, sex, sexual orientation, age, marital
status, political beliefs, religion, and mental or physical development
(CHAPTER 6) Phase of assessment - CORRECT ANSWER--Assessment means
appraisal or evaluation of a situation, the person(s) involved, or both
-As the initial stage in case management, assessment generally focuses on identifying
the problem and the
resources needed to resolve it
(CHAPTER 7) Critical skills needed in an Interview - CORRECT ANSWER-1. Proper
Introduction or Greeting the client
(Face the client squarely, adopt an open posture, maintain good eye contact, try to be
relatively relaxed)
-Professionalism, Confidence and Competence, Purpose and Role, Informed
Consent/Confidentiality
2. Effective Communication Skills(Nonverbal and verbal)
3. Listening (Attending Behavior, active Listening, Silence when appropriate)
4. Responding(Minimal Responses, simple encouragement, reflective listening,
rephrasing/paraphrasing, labeling feelings, cultural sensitivity, etc.)
Reviewed Questions and Answers Latest
2025/2026 GRADED A+
(CHAPTER 1) Case Management Definition - CORRECT ANSWER--A creative,
collaborative process involving planning assessment, coordination, teaching, modeling
and advocacy that aim to enhance the optimum social functioning of the client served
and positive outcomes for the agency
(CHAPTER 2) Deinstitutionalization in the 1970s and the impact on Case Management -
CORRECT ANSWER--Had positive and negative impacts...
Positive:
-released individuals who were forced to stay in psychiatric institutions
Negatives:
-people were homeless once released, some require isolation for treatment
(CHAPTER 3) Roles in case management:
Advocate, broker, coordinator, consultant, cost containment - CORRECT ANSWER-1.
Advocate
-speaks on behalf of clients when they are unable to do so. The case manager
represents the interests of the client, helping to gain access to services or improve
their quality
-@ organizational level, the case manager serves as a community organizer who
influences the policies that control eligibility and access to service
,2. Broker
-role in which the case manager links client with needed services
-broker helps the client choose the most appropriate service and negotiates the terms
of service delivery
3. Coordinator
-role in which the case manager works with other professionals and agency staff to
ensure that services are integrated and to expedite service
-The case manager can help the client with problems such as ineligibility, seemingly
closed doors, poor service quality, and irrelevant services
4. Consultant
-an outside professional with the expertise to identify a problem, study it, and make
recommendations
-An organization many need assistance with such matters as cost analysis, quality
control, and organizational structure
5. Cost Containment
-agency representative who follows guidelines for allocating resources and advocates
for the client's needs
(CHAPTER 4) Confidentiality and Exceptions - CORRECT ANSWER--Fundamental to
developing a relationship between the helper and the client
-Information disclosed during the helping process is kept in confidence
-Confidentiality helps the client feel free to share concerns and issues
-Trust between the helper and the client is a prerequisite to the success of their
relationship
EXCEPTIONS:
-Entering info into electronic system,
-Talking to colleagues during consultation, or
-Working under supervision
-Case manager keeps client information confidential except...
, -if the client has been neglected or abused and is a child or reports neglect or abuse
of children
(CHAPTER 5) Cultural Humility - CORRECT ANSWER--Humility accepts the probability
of saying the wrong thing (the culturally humble person risks getting it wrong and
embarrassing herself, because engaging with the other person is more important than
saving face)
-Represents a shift in focus from confidence in one's own knowledge to deference to
another's knowledge
-It's a desire to learn, not a desire to be learned, opens up the conversation
-Be culturally aware (both of our own and others cultures)
-Ask the client to educate you about their culture
-We need to educate ourselves about the nature of social diversity, white privilege, and
oppression to race, ethnicity, national origin, sex, sexual orientation, age, marital
status, political beliefs, religion, and mental or physical development
(CHAPTER 6) Phase of assessment - CORRECT ANSWER--Assessment means
appraisal or evaluation of a situation, the person(s) involved, or both
-As the initial stage in case management, assessment generally focuses on identifying
the problem and the
resources needed to resolve it
(CHAPTER 7) Critical skills needed in an Interview - CORRECT ANSWER-1. Proper
Introduction or Greeting the client
(Face the client squarely, adopt an open posture, maintain good eye contact, try to be
relatively relaxed)
-Professionalism, Confidence and Competence, Purpose and Role, Informed
Consent/Confidentiality
2. Effective Communication Skills(Nonverbal and verbal)
3. Listening (Attending Behavior, active Listening, Silence when appropriate)
4. Responding(Minimal Responses, simple encouragement, reflective listening,
rephrasing/paraphrasing, labeling feelings, cultural sensitivity, etc.)
