Intro To Case Management Final Exam
Review LATEST 2 VERSIONS
QUESTIONS AND ANSWERS WITH
STUDY GUIDE DETAILED AND
VERIFIED FOR GUARANTEED PASS,
LATEST UPDATE 2025,2026 GRADED A
Complete your note with a single sentence that indicates how the
caller seemed to you. For example, you can mention how the client
sounded. True or false? - CORRECT ANSWER True
Not all agencies use verification letters. Those that do, do so to
confirm for people the appointments that were made with them for an
initial intake in the office. True or false? - CORRECT ANSWER
True
The general purpose of the first interview is to begin the
___________________ process. - CORRECT ANSWER
assessment
The assessment process establishes the following basic information
about the person. What is that basic information? - CORRECT
ANSWER 1. Strengths, including external support systems, talents,
successes, capabilities, and positive attitudes and events the person
defines as a success.
2. Weaknesses, including gaps in the external support system, lack of
experience or information, negative attitudes, and events the person
defines as failures.
3. Current problems that caused this individual to seek help now.
4. Potential problems
,5. A sense of who this person is.
What three tasks should the case manager accomplish in the first
interview? - CORRECT ANSWER 1. Listen and convey an
accurate understanding of clients' perceptions about themselves and
their problems.
2. You formulate a professional understanding of what it is the
individual is experiencing and what this person will need while being
served by your agency.
3. Strive to establish rapport with clients so that they feel comfortable
with you and with your agency.
In most cases, people have recognized the need for help; but in a few
cases, they may feel they do not need to be in your agency. The
courts mandate that some individuals seek help or face jail or the
permanent removal of their children. In situations in which clients feel
forced to come to your agency, you may encounter hostility. In either
case, you must indicate that you have heard all of their concerns
about being there. You can convey this through your ability to reflect
back how clients are feeling about being in the agency. True or false?
- CORRECT ANSWER True
Even when people believe they need help, they may not be clear
about what their problems are or how the agency can help them. They
may be clear that the current situation is painful, but unclear about
how to describe it. They may know things seem out of control, but be
unable to describe the impact their situation is having on them
emotionally. True or false? - CORRECT ANSWER True
Most case managers have an office or place where they see the
people to whom they are giving service. Sometimes case managers
share an interview room. Case managers should look at their office or
interview room. They should be sure that it is a place in which they
would feel comfortable while confiding in another person. Is it warm
and comfortable or utilitarian? Are there comfortable chairs? Is it free
of harsh lighting? Are the walls attractive? - CORRECT ANSWER
The Office of a Case Manager
,It is probably best not to have personal pictures sitting in a case
manager's office. One cannot be sure how their clients will view these
or what meaning they may find in them. True or false? - CORRECT
ANSWER True
In a case manager's office, there needs to be a comfortable place for
the person to sit facing you. You want her to be able to talk to you in a
normal tone of voice, but you do not want her to feel crowded by your
presence. True or false? - CORRECT ANSWER True
There should not be large pieces of furniture between you and the
other person and the chairs in the room should in no way denote a
disparity in status. True or false? - CORRECT ANSWER True
In addition to the type of furniture you have in your office, you should
also consider how it is placed. Most people coming to see you are not
violent. However, as a general rule, you should always be positioned
closest to the door. Your chair should be where you could exit the
room easily in an emergency. True or false? - CORRECT ANSWER
True
From the very beginning, you want people to know that you respect
them, that you wish to be helpful, and that you will be relating to them
as a professional, and not as a social acquaintance. True or false? -
CORRECT ANSWER True
In Meeting the Client, what general steps are taken? (10 total) -
CORRECT ANSWER #1 Begin by going to the waiting room to
meet your clients. Do not make them find their way through the halls
to your office.
#2 Greet adults, particularly older adults by their title. Hello, Mrs.
James. Good morning, Mr. Thomas
#3 Introduce yourself as Mrs. or Ms. Or say, "Hello, my name is
Brianna Henderson."
#4 Make a mental note of your first impressions. How do the
individuals respond to your greeting? What do they say first?
, #5 How do people react to your office? Do they seem comfortable? Do
they appear to feel awkward?
#6 If people start talking, show interest in what they are saying. Often
the first things people you will hold the most significance.
#7 If people ask about your credentials, tell them about these matter-
of-factly.
#8 Describe the agency and explain its purpose to clients who are
unclear about it.
#9 Make certain that you or someone else has described payment
arrangements to the client.
#10 Make sure that you or someone else has explained confidentiality
and the limitations of confidentiality to the individual.
Sometimes, note-taking during an interview can be viewed by others
as intrusive and negative. Some people feel uncomfortable having
what they have said documented, fearing this might come back later
to cause them a problem. It is all right to take notes during your
interview, but you need to explain what you will be doing and why.
For one thing, you are collecting basic information and you want to
ensure that it is accurate. Explain to clients that notes help you make
certain that you have accurate information. Taking notes also helps to
ensure that important information is not lost. True or false? -
CORRECT ANSWER True
The most important piece of information is to understand why the
person is here now as opposed to last week or last month. Some of
this information may be on the phone inquiry form, but the case
managers' task in this first interview is to develop that information
more completely. The reason the person has come to the agency now
is often referred to as what? - CORRECT ANSWER "the
presenting problem"
In addition to the presenting problem, the case manager must
understand the extent to which this problem has interfered with the
person's ability to function socially, occupationally, and personally. Is
this person able to work? Are the client's most important
relationships feeling any strain? Is the person taking care of personal
hygiene and other needs? True or false? - CORRECT ANSWER
True
Review LATEST 2 VERSIONS
QUESTIONS AND ANSWERS WITH
STUDY GUIDE DETAILED AND
VERIFIED FOR GUARANTEED PASS,
LATEST UPDATE 2025,2026 GRADED A
Complete your note with a single sentence that indicates how the
caller seemed to you. For example, you can mention how the client
sounded. True or false? - CORRECT ANSWER True
Not all agencies use verification letters. Those that do, do so to
confirm for people the appointments that were made with them for an
initial intake in the office. True or false? - CORRECT ANSWER
True
The general purpose of the first interview is to begin the
___________________ process. - CORRECT ANSWER
assessment
The assessment process establishes the following basic information
about the person. What is that basic information? - CORRECT
ANSWER 1. Strengths, including external support systems, talents,
successes, capabilities, and positive attitudes and events the person
defines as a success.
2. Weaknesses, including gaps in the external support system, lack of
experience or information, negative attitudes, and events the person
defines as failures.
3. Current problems that caused this individual to seek help now.
4. Potential problems
,5. A sense of who this person is.
What three tasks should the case manager accomplish in the first
interview? - CORRECT ANSWER 1. Listen and convey an
accurate understanding of clients' perceptions about themselves and
their problems.
2. You formulate a professional understanding of what it is the
individual is experiencing and what this person will need while being
served by your agency.
3. Strive to establish rapport with clients so that they feel comfortable
with you and with your agency.
In most cases, people have recognized the need for help; but in a few
cases, they may feel they do not need to be in your agency. The
courts mandate that some individuals seek help or face jail or the
permanent removal of their children. In situations in which clients feel
forced to come to your agency, you may encounter hostility. In either
case, you must indicate that you have heard all of their concerns
about being there. You can convey this through your ability to reflect
back how clients are feeling about being in the agency. True or false?
- CORRECT ANSWER True
Even when people believe they need help, they may not be clear
about what their problems are or how the agency can help them. They
may be clear that the current situation is painful, but unclear about
how to describe it. They may know things seem out of control, but be
unable to describe the impact their situation is having on them
emotionally. True or false? - CORRECT ANSWER True
Most case managers have an office or place where they see the
people to whom they are giving service. Sometimes case managers
share an interview room. Case managers should look at their office or
interview room. They should be sure that it is a place in which they
would feel comfortable while confiding in another person. Is it warm
and comfortable or utilitarian? Are there comfortable chairs? Is it free
of harsh lighting? Are the walls attractive? - CORRECT ANSWER
The Office of a Case Manager
,It is probably best not to have personal pictures sitting in a case
manager's office. One cannot be sure how their clients will view these
or what meaning they may find in them. True or false? - CORRECT
ANSWER True
In a case manager's office, there needs to be a comfortable place for
the person to sit facing you. You want her to be able to talk to you in a
normal tone of voice, but you do not want her to feel crowded by your
presence. True or false? - CORRECT ANSWER True
There should not be large pieces of furniture between you and the
other person and the chairs in the room should in no way denote a
disparity in status. True or false? - CORRECT ANSWER True
In addition to the type of furniture you have in your office, you should
also consider how it is placed. Most people coming to see you are not
violent. However, as a general rule, you should always be positioned
closest to the door. Your chair should be where you could exit the
room easily in an emergency. True or false? - CORRECT ANSWER
True
From the very beginning, you want people to know that you respect
them, that you wish to be helpful, and that you will be relating to them
as a professional, and not as a social acquaintance. True or false? -
CORRECT ANSWER True
In Meeting the Client, what general steps are taken? (10 total) -
CORRECT ANSWER #1 Begin by going to the waiting room to
meet your clients. Do not make them find their way through the halls
to your office.
#2 Greet adults, particularly older adults by their title. Hello, Mrs.
James. Good morning, Mr. Thomas
#3 Introduce yourself as Mrs. or Ms. Or say, "Hello, my name is
Brianna Henderson."
#4 Make a mental note of your first impressions. How do the
individuals respond to your greeting? What do they say first?
, #5 How do people react to your office? Do they seem comfortable? Do
they appear to feel awkward?
#6 If people start talking, show interest in what they are saying. Often
the first things people you will hold the most significance.
#7 If people ask about your credentials, tell them about these matter-
of-factly.
#8 Describe the agency and explain its purpose to clients who are
unclear about it.
#9 Make certain that you or someone else has described payment
arrangements to the client.
#10 Make sure that you or someone else has explained confidentiality
and the limitations of confidentiality to the individual.
Sometimes, note-taking during an interview can be viewed by others
as intrusive and negative. Some people feel uncomfortable having
what they have said documented, fearing this might come back later
to cause them a problem. It is all right to take notes during your
interview, but you need to explain what you will be doing and why.
For one thing, you are collecting basic information and you want to
ensure that it is accurate. Explain to clients that notes help you make
certain that you have accurate information. Taking notes also helps to
ensure that important information is not lost. True or false? -
CORRECT ANSWER True
The most important piece of information is to understand why the
person is here now as opposed to last week or last month. Some of
this information may be on the phone inquiry form, but the case
managers' task in this first interview is to develop that information
more completely. The reason the person has come to the agency now
is often referred to as what? - CORRECT ANSWER "the
presenting problem"
In addition to the presenting problem, the case manager must
understand the extent to which this problem has interfered with the
person's ability to function socially, occupationally, and personally. Is
this person able to work? Are the client's most important
relationships feeling any strain? Is the person taking care of personal
hygiene and other needs? True or false? - CORRECT ANSWER
True
