This practical text equips students with the fundamental information and skills needed to be effective case managers, covering such central issues as the responsibilities of case management, competencies needed for ethical and multicultural case management, participation in interdisciplinary and interorganizational teams, and engagement in advocacy and leadership. The first-person experience of a client and her case managers draws students into the text. To ensure that the book offers current and accurate information, the authors have continued to interview human service case managers nationwide about their jobs, skills, challenges, and clients. These interviews, combined with current research and numerous case studies, make GENERALIST CASE MANAGEMENT: A METHOD OF HUMAN SERVICE DELIVERY, 5th Edition, realistic and relevant. The text also aligns with NASW case management standards and helps to prepare students for earning C-SWMC certification and the HS-BCP credential.

Part I: INTRODUCTION TO CASE MANAGEMENT.
1. Introduction to Case Management.
2. Historical Perspectives on Case Management.
3. Methods of Delivering Case Management Services.
4. Ethical and Legal Perspectives.
5. Working with Diverse Populations.
Part II: THE CASE MANAGEMENT PROCESS.
6. The Assessment Phase of Case Management.
7. Effective Intake Interviewing Skills.
8. Service Delivery Planning.
9. Building a Case File.
10. Service Coordination.
Part III: WORKING WITHIN THE SOCIAL SERVICE DELIVERY SYSTEM.
11. Working within the Organizational Context.
12. The Case Manager's Professional Growth and Development.
Appendix.
Glossary.
Index.

This practical text equips students with the fundamental information and skills needed to be effective case managers, covering such central issues as the responsibilities of case management, competencies needed for ethical and multicultural case management, participation in interdisciplinary and interorganizational teams, and engagement in advocacy and leadership. The first-person experience of a client and her case managers draws students into the text. To ensure that the book offers current and accurate information, the authors have continued to interview human service case managers nationwide about their jobs, skills, challenges, and clients. These interviews, combined with current research and numerous case studies, make GENERALIST CASE MANAGEMENT: A METHOD OF HUMAN SERVICE DELIVERY, 5th Edition, realistic and relevant. The text also aligns with NASW case management standards and helps to prepare students for earning C-SWMC certification and the HS-BCP credential. First-person accounts throughout the book from Sharon Bello and her case managers provide an inside, real-life view of case management from both the client and professional perspectives. In every chapter, these individuals provide their viewpoints as they relate to the concepts and topics introduced. The fifth edition reinforces today's need to consider each case management encounter as multicultural. One new chapter (Chapter 5, "Working with Diverse Populations") helps students gain a multicultural perspective. In addition, the chapter provides guidelines for performing case management within an increasingly diverse society. Topics ranging from culturally sensitive medical examinations to considerations of culture when taking a social history provide specific ways case managers may assume a multicultural stance. Chapter 10, "Service Coordination," presents a new section focused on ways to end the case management process (disengagement). Topics include the place of ending services in the case management process, the steps used to end client services, why clients may need to be transferred from one professional to another, the transfer process, and the purpose of a discharge plan. The information links to sections on client referral in the chapter and to material on program improvement in Chapter 11, "Working within the Organizational Context." A new concluding chapter, "The Case Manager's Professional Growth and Development," discusses how case managers begin and sustain their professional growth and development. Among other topics, students learn about the need for survival skills to counter burnout, traumatic victimization, and compassion fatigue. The chapter ends with a discussion of leadership and introduces a new model of case management -- adaptive social service leadership -- that will help case managers respond to the dynamic nature of social services in today's world. New or expanded sections provide readers with insights into case management as it relates to the Affordable Care Act; confidentiality (minors, interpreters, technology); influences of technology (including social media) throughout the case management process; assessment and the DSM-5; networking; confronting team issues and challenges; the online face of an agency; improving services through evidence-based practice, program evaluation, and quality improvement; and interorganizational collaboration. Throughout each chapter, the authors include opportunities for skill development and reflection that can be used for individual work, small group work, or class discussion. For example, one activity asks students to choose ethical standards from the Code of Ethics of the National Association of Social Workers and from the Ethical Standards for Human Service Professionals, and then describe ways that they might apply these standards when working as a case manager. New figures and tables clarify the material and help students to organize the concepts presented. For example, a table in Chapter 3 organizes methods of service delivery based on how and by whom the services are delivered. A table in Chapter 10 helps students structure their own professional development plans. MindTap® for Generalist Case Management -- the online learning experience that accompanies the text -- includes an e-book, videos demonstrating skills discussed in the book, flashcards, and appealing apps for students as well as time-saving teaching tools and analytics for instructors.