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Refer clients and manage progress

Case Management

Case management is a way of supporting clients with multiple or complex barriers move towards and into sustained employment. In general, a dedicated case manager or case management system co-ordinates the various services an individual needs and manages the individual's progress among these.

Key features:

Case Manager Case Management System
Provision of sustained link/relationship with a client  Supports the role of the case managers
Support to navigate the range of services and support needed Based on IT (or paper) systems

Client centred, involving

  • Initial and ongoing assessment of need
  • Action planning and review
  • Managing referrals
Includes referral procedures and protocols with a varied range of local and employability and specialist support providers

Key principles of effective case management systems:

  • Built on local, co-ordinated service networks involving a diverse range of employability and specialist support providers
  • Clarity of individual services' roles and responsibilities, including lead organisation(s); perhaps set out in a Service Level Agreement
  • Clear protocols and methods for sharing client information
  • Backed up with dedicated IT case management system

Case studies and resources

The Fife Online Referral Tracking System (FORT) is an innovative referral management system. It is a secure encrypted database that sits on the internet and uses multilevel access to manage referrals.

It delivers a Fife-wide signposting and referral network. The FORT system is used by a number of advice agencies to refer clients efficiently. Referrals and signposting are effective tools for ensuring a holistic package of advice and care for service users and facilitates a more effective use of service resources.

The MIS Action Toolkit on this website provides more guidance on some of the systems that are available.