Case Mgmt 101

Part 1: The Work

Case Management Basics

Learn how to talk to clients with kindness, and how to write clear notes so everyone stays on the same page.

1. How to Talk to Clients

Rule: Ask Open Questions
Don't ask "Yes/No" Questions

"Did your landlord get mad at you?"

(This stops the story. They can only answer yes or no.)
Do let them tell the story

"Can you tell me more about what happened with your landlord?"

(This lets them explain their feelings.)
Rule: Validate Their Feelings
Don't tell them to cheer up

"Try to calm down. Look at the bright side, it could be worse."

(This makes them feel like their anger is wrong.)
Do tell them their feelings make sense

"It makes total sense that you are angry. That sounds very stressful."

(This builds trust very fast.)

2. Writing the SOAP Note

What is a SOAP Note?

A SOAP note is just a recipe for writing a good update after you meet a client. It stands for Subjective, Objective, Assessment, and Plan. It helps you remember the facts and tells a clear story to the rest of your team.

S

Subjective: The Client's Story

This is what the client tells you. Use their own words to show how they feel and what they want.

✓ DO: Use quote marks for exact words.
✗ DON'T: Guess how they feel.
Practice: Click to see how to write this

The client looks down and says, "I am so tired of fighting for housing. They keep losing my papers."

Click to reveal the good note
(Interactive Flip Card)
"The client stated, 'I am so tired of fighting for housing. They keep losing my papers.' The client said they feel upset."
O

Objective: Just the Facts

This is what you see with your own eyes, and the papers they show you. It is only the truth, not your opinion.

✓ DO: Write down real facts like dates.
✗ DON'T: Use bad labels (e.g., "was crazy").
Practice: Click to see how to write this

The client hands you an eviction letter. They have tears in their eyes.

Click to reveal the good note
(Interactive Flip Card)
"The client brought in a 3-day eviction notice dated Oct 12th. The client was crying during the meeting."
A

Assessment: The Big Picture

Look at their story and the facts to decide what their biggest problem is right now.

✓ DO: Name the big problem.
✗ DON'T: Give them a medical disease name.
Practice: Click to see how to write this

Because they are tired and have an eviction letter, what do they need?

Click to reveal the good note
(Interactive Flip Card)
"The client is highly stressed because they might lose their home. They need fast help to stop the eviction."
P

Plan: What Happens Next

This is the list of next steps. Make sure the client knows exactly who is doing what.

✓ DO: Keep steps small and easy.
✗ DON'T: Give them a huge list of tasks.
Practice: Click to see how to write this

You need to call a lawyer for them, and they need to find their old lease.

Click to reveal the good note
(Interactive Flip Card)
"1. Case manager calls Legal Aid on Tuesday. 2. Client will look for their old lease. 3. We talk Wednesday."

⭐ Extra Tips for Case Managers

  • Set Good Boundaries: It is okay to say, "My work hours are over, but I will help you first thing tomorrow."
  • Be Honest: Do not make promises you cannot keep. It is okay to say, "I don't know, but I will find out."
  • Don't Work Harder Than the Client: Guide them, but let them make choices. They are in charge of their life.
  • Ask for Help: If a case is too hard or sad, tell your boss. You do not have to fix it all alone.
Part 2: You

Caring for the Caregiver

Helping people is hard work. When you feel too stressed or sad, use these simple tricks to calm your mind and body. You cannot pour from an empty cup.

The 5-4-3-2-1 Trick

If you feel panic, look around the room. Say out loud: 5 things you see, 4 you can touch, 3 you hear, 2 you smell, and 1 you taste. This stops panic fast.

Box Breathing

Draw a square in the air with your finger. Breathe in for 4 seconds, hold for 4, breathe out for 4, and hold for 4. Do it 3 times to slow your heart.

The Cold Water Reset

If feelings are too big, change your body temperature. Wash your hands in cold water or hold an ice cube. It shocks your brain into relaxing.

It is Okay to Pause

You cannot fix every big problem in one day. Tell yourself and your clients out loud: "It is safe to take a break. We will try again tomorrow."