A.        CASE MANAGEMENT 

1.00     CORE COMPETENCIES 

1.01     Values 

A.         Values: Has the ability to uphold and practice the DHHS--Behavioral and Developmental Services values of choice, access, dignity, quality, prevention and early intervention.

B.         Respect:  Regards people who receive DHHS--Behavioral and Developmental Services services as persons with dignity and competence, engaging them as full partners.

C.        Membership/Inclusion:  Includes family members and other community care providers in all aspects of service planning  (when appropriate and when approved of by the consumer).

D.        On-going Evaluation:  Consistently evaluates the strengths and needs of the client, family and the community, and the relevance of services.

E.         Seeking Support:  Understands the critical importance of obtaining supportive supervision and consultation while working with mental health clients.

F.         Collaborative Community:  Understands the principles of a collaborative community, constantly working to improve and enhance the area’s community-based system of support for the client.

G.        Professionalism:  Conducts all activities in a professional and ethical manner.

H.        Self-determination:  Recognized client’s self-knowledge and supports their right to risk both success and failure through their choices.

I.          Safety: Recognizes the potential trauma history of clients and the critical importance of avoiding retraumatization in all settings. 

1.02     Statutory and Regulatory Bases 

A.         Statutory and Regulatory Bases:  Understands the basis in federal and state law, regulations and rules for the operation of behavioral health programs. Understand fiscal and programmatic aspects of Maine Care and other relevant funding sources. 

B.         Knowledge of Relevant Statutes:  Knows the specific statutes related to the disciplines involved in the case, and their interrelationship with other related laws. 

C.         Terminology, Definitions and Concepts:  Understands the legal terminology, definitions and concepts of the disciplines involved in the case. 

D.                 Legal System:  Understands jurisdictions of various courts that deal with behavioral health issues. Knowledge of laws and procedures related to physical and sexual abuse and reporting of abuse related crimes. 

E.                  Knowledge of laws and procedures related to physical and sexual abuse and reporting of abuse related crimes 

1.03     Policies and Procedures 

A.        Policy Base:  Understands the basis in policy for the operation of behavioral health programs; understands the value base of policy. 

B.         Policy and Procedures:  Knows the specific policies and procedures related to behavioral health programs and their interrelationship with each other. Knows procedures to follow in cases of sexual and/or physical assault. 

C.        Terminology, Definitions and Concepts:  Understands policy terminology, definitions and concepts and is able to apply them appropriately to case management. 

D.        Ethical Issues:  Understands the policy requirements of ethical practice and the ramifications of ethical violations to both staff and clients. 

E.         Documentation:  Knows information to be accumulated, analyzed and recorded; appropriate forms; relationship between documentation and accountability. 

1.04     Strengths-Based Practice 

A.        History:  Knows evolution of case management practices and community support work. 

B.        Non-judgmental:  Utilizes a non-judgmental, client centered approach to case management. 

C.        Focus:  Consistently identifies strengths; maintains focus on client strengths and on the strengths of the natural support systems. 

D.        Involves Key Players:  Collaborates with client, family, and others with consent of client to identify key participants in a client’s life and configures the interdisciplinary and community team (who will be there, what agenda). Does not take relationships for granted. 

E.         Individualized:  Partners with client and when consent gained from client with family and others to assess and identify needs that are unique to each individual. Develops plans that build on natural supports, are culturally sensitive, and specific to each client. 

F.         Team Approach:  Works through difficult situations together and recognizes, celebrates, and supports things that go well. 

G.         Family Systems:  Strives to understand interpersonal and family dynamics. 

1.05     Case Management 

A.        Case Management Principles:  Understands and is able to implement DHHS--Behavioral and Developmental Services policies and procedures for Case Management. 

B.         Case Planning Process:  Understands how to partner with client and family (when appropriate and with client consent) to identify and implement policy and procedures for prioritizing needs and objectives and for designing clear, concise action/service plans that address outcomes, are based on strengths and needs rather than services available, and incorporate measurable activities. 

C.                 Life Domains:  Works with client to consider life domain areas (e.g. residence, family, social, emotional/psychological, educational/vocational, safety, legal, medical, crisis intervention, spiritual, cultural and financial) when mutually developing case plans. 

D.                 Case Documentation:  Understands and is able to identify and utilize policies and procedures for identifying pertinent data for inclusion in case records and reports; organizes information in a clear and concise manner; writes summaries of assessment, case plan and other supporting data for the case record in a timely manner. 

E.         Outcome Measures:  Understands and is able to identify and utilize definition and purposes of outcome measures. 

F.         Case Coordination:  Understands and is able to utilize approaches to coordinate implementation of services, evaluate effectiveness of services to meet desired outcomes and modify plan as necessary. 

G.        Case Reviews:  Understands and is able to identify and implement policies and procedures for routine and timely reviews. 

H.        Service Contracts and Referrals:  Understands and is able to implement policies and techniques for coordinating the timely delivery of services to meet identified needs, including identification of community resources, advocacy, and appropriate follow-up reports. 

I.          Case Termination:  Understands and is able to effectively implement policies and procedures for effectively terminating a relationship with a client; partners with client to understand what is included in thinking about transitions from different levels of service and/or different life milestones. Understands protocol for interdepartmental services. 

J.          Transitions:  Understands and can navigate service and planning needs throughout developmental stages, as well as changes brought about by changes in personal health, in services, and due to death and dying. 

1.06     Fiscal Responsibility 

A.        Budgeting Principles:  Understands protocol for interdepartmental services.  Demonstrates general understanding of budgeting techniques and fiscal constraints. 

B.         Funding:  Understands the purpose and availability of various funding streams (e.g. MaineCare), non-categorical funds, and informal resources; and is creative in using alternative resources to meet needs. 

C.         Reimbursement:  Ensures that appropriate documentation is included to ensure reimbursement. 

D.        Financial Assistance:  Ensures appropriate use of various funds for financial assistance to clients. 

1.07     Community Relationships 

A.        Community Service Networks:  Understands community service networks and their importance to effective case management, and develops relationships with them. 

B.        Community Image:  Understands the perspectives and interests of community members; works to build and maintain an informed and positive public image with them. 

C.        Respectful:  Demonstrates a high level of respect for all constituencies. 

D.        Information Sharing:  Provides information to the community and others about the agencies and their programs and services. 

E.        Customer Service Orientation:  Understands the overall service system as well as relevant service approaches for populations of persons served. 

F.         Demonstrates Knowledge of Resources:  Demonstrates knowledge of local, regional, state and federal resources, so as to offer informed choices. Knows appropriate persons to notify when needed resources are not available. 

G.        Stakeholder Collaboration: Works collaboratively with both formal and informal groups of stakeholders such as Boards, Advisory Committees, family members, and advocates. 

2.00     RELATIONSHIP COMPETENCIES 

2.01      Interpersonal Sensitivity 

A.        Recognizes and acknowledges the feelings of others. Demonstrates unwavering respect in speech and actions for clients and their rights. 

B.        Is empathetic; is able to see things accurately from the emotional perspective of others, and cares about their well-being. 

C.        Is discerning in understanding own feelings and is purposeful in expressing them. 

D.        Recognizes the importance of airing strong feelings and dealing with them openly in an appropriate setting. 

E.        Lets people know their feelings are legitimate and real, validating them in a non-judgmental way. 

F.        Shows genuine respect for the wishes, preferences, and privacy of clients, and advocates for them when appropriate. 

G.        Acknowledges and addresses safety and survival needs of clients (e.g., safe relationships and living environment, heat, clothing, food) before attending to social and behavioral issues and problems. 

H.        Has clear sense of and ability to maintain personal and professional boundaries. 

2.02     Interpersonal Techniques 

A.        Understands unusual or difficult behaviors as potential attempts to cope with the impacts of life events as well as mental or physical illness. 

B.        Selects and uses appropriate behavior management techniques, especially for individuals who have been physically and/or sexually abused. 

C.        Responds to crises with effective trauma-informed crisis intervention techniques. 

D.        Manages conflicts; deals appropriately in difficult situations with clients, families, supervisors, providers or peers. 

E.        Facilitates meetings and groups, providing leadership or support as needed to accomplish tasks and maintain group cohesiveness. 

2.03     Rapport-Building Skills 

A.        Conveys openness to whole life experience of clients, including negative or difficult to hear (for the case manager) information. 

B.        Sees clients as whole individuals with strengths as well as weaknesses; affirms the worth of an individual even when circumstances are difficult. 

C.        Establishes and nurtures client trust by being reliable, prompt, dependable and candid in interactions; making sure that behaviors match words. 

D.        Uses purposeful self-disclosure as a professional tool in order to recognize and acknowledge commonality and to develop the relationship with the client. 

E.        Recognizes opportunities for celebrations and interactions that encourage or acknowledge progress and build self-esteem. 

2.04     Coaching and Counseling Skills 

A.        Recognizes and understands the interrelationships and dynamic nature of family systems and considers them in interaction with any family members. 

B.        Gives positive feedback and reinforces strengths in order to help people build self-esteem and feelings of self-worth. 

C.        Lays groundwork for positive responses by addressing emotional needs. 

D.        Coaches and empowers people to make their own decisions and choices and to handle situations on their own. 

E.        Counsels clients to help them cope with emotionally demanding situations or to prepare them for situations they will need to face. 

F.         Gives feedback to people in order to help them understand the message and image they are projecting, or to improve the communication process. 

G.        Uses the situational authority of others; enlists their help in influencing events or situations. 

H.        Coaches and empowers people to understand and develop skills to manage their own symptoms. 

3.00     TRAUMA BASED COMPETENCIES 

3.01     Characteristics and Terminology 

A.        Understands terminology in use to distinguish different types of abuse and trauma. 

B.        Understands what makes an event, relationship, or situation traumatic as opposed to problematic.

3.02      Impact 

A.        Knows and can cite basic data about the prevalence of abuse. 

B.        Understands the multi-factorial nature of the impact of abuse and how it can affect human development. 

C.                 Can cite individual traumatic stress responses in the following categories: psychological arousal; Intrusive Recollections, Numbing/Avoidance Stress Responses; Physical Stress Responses; Self-harming behaviors, Difficulties with sexuality; substance use/abuse. 

D.        Is able to explain and give examples of the concepts of retraumatization and triggering. 

3.03     Effects in Different Populations Groups 

A.        Demonstrates basic understanding of possible traumatic effects in mental health consumers.

B.        Demonstrates basic understanding of possible traumatic effects in clients with mental retardation. 

C.        Demonstrates basic understanding of possible traumatic effects in clients with substance abuse issues. 

D.        Demonstrates basic understanding of possible traumatic effects in an aging population. 

E.        Demonstrates basic understanding of possible gender-related effects of trauma. 

3.04     Assessment Options, Approaches and Tools 

A.        Understands the rationales for including trauma history in client assessments. 

B.                 Has working knowledge of appropriate techniques for taking a trauma history. 

C.        Has familiarity with several assessment protocols for different situations and client groups. 

3.05     Attitudes and Values 

A.        Understands the history and context of attitudes toward abuse and abuse survivors in mental health and other settings. 

B.        Understands the theoretical framework and dynamics of the medical model’s approach to mental health diagnosis and treatment. 

C.        Has a working knowledge of the RICH guidelines: Respect, Information, Connection, Hope.

3.06      Stages of and Key Elements in Recovery 

A.        Is able to cite at least two (2) different frameworks for understanding the process of and goals for recovery from trauma. 

B.                 Can describe various therapeutic approaches to addressing psychological trauma. 

C.        Is familiar with and can communicate to clients basic tools for managing and coping with the effects of traumatic stress, e.g. grounding, reality checking, feelings checking, imagery, journal writing, artwork, talking. 

3.07     Working With the Larger System 

A.        Appreciates the need for multi-disciplinary and multi-system collaboration. 

B.        Is able to articulate elements and examples of appropriate teamwork and consultation in several typical scenarios. 

4.00     SELF MANAGEMENT COMPETENCIES 

4.01     Self-Awareness 

A.        Self-Reflection:  Understands and reflects on own strengths and limitations and implications for professional role. 

B.        Values, Culture and Family:  Understands and reflects upon own values and biases, cultural/personal style, familial background and how it impacts others. 

C.        Awareness of Others:  Understands how others might perceive them. 

D.        Integrating Changes:  Understands that people change over time, recognizes changes in self and others, and integrates this into practice. 

E.        Differentiating Own Hopes:  Recognizes and differentiates own hopes and expectations for client from client’s own dreams and desires. 

F.         Personal and Emotional Understanding:  Recognizes and manages own personal and emotional issues that arise in working with clients. 

G.        Understanding Role Privileges:  Recognizes that caseworkers have power and privilege because of their role. 

H.        Spirituality:  Understands how one’s own beliefs may impact work. 

4.02     Self-Control 

A.        Maintain Balance:  Recognizes the danger and warning signs of taking on too much at once and is able to balance efforts and set appropriate limits. 

B.         Independent Thinking:  Resists jumping to conclusions, investigates hearsay or others’ opinions in order to form opinions and conclusions based on first hand interactions and assessment. 

C.        Composed Under Stress:  Maintains composure in stressful situations; persists despite turmoil or conflict. 

D.        Assessing Risks:  Without compromising safety, functions effectively in situations involving personal risk or when confronted with behavior or situations that may be personally offensive; follows reasonable and sound ground rules for safe interactions. 

E.         Impulse Restraint:  Restrains impulses to respond immediately and takes appropriate safety precautions in situations that may place self in personal danger. 

F.         Patience:  Demonstrates patience and acceptance; gives people reasonable time to understand or to change. 

4.03     Self-Confidence 

A.        Confident:  Believes in own decisions, and is optimistic about own ability to get the job done. 

B.        Trusts Instinct:  Is in touch with own intuition and instincts. 

C.        Decisive:  Is able to think on one’s feet and to be decisive in ambiguous or chaotic situations. 

D.        Assertive:  Knows when to be assertive, when to confront others and when not to take a strong stand on issues. 

4.04     Self Development 

A.        Staying Current in Field:  Keeps up with knowledge in the mental health and trauma field. Stays current with programs and resources at a local and national level. 

B.        Personal Growth:  Actively solicits feedback, recognizes needed changes and integrates them into performance. 

C.        Learning from Clients:  Reflects on experience and learning from clients and applies them to present situations. 

D.        Skills Development:  Seeks to develop new areas of expertise, to improve skills, and to broaden own horizons. 

E.         Life Long Learning:  Embraces opportunities for life long learning and personal growth through work.

[ Outline ] [ CORE ] [ General ] [ Specific ] [ Direct Service ] [ Appendix ]
[Mental Health]  [Mental Retardation]  [Children's Services] [Case Management] [Crisis]