1006-1 STAGES OF ENGAGEMENT
1006-1 A. STAGE 1 – INITIAL INTRODUCTION
1. Case Managers must create favorable introductions and first engagements with clients and community agency’s representatives who support co-enrolled families. Case Managers will to the greatest extent possible, carry out the following strategies:
2. Be fully attentive during an introduction, avoid distractions (ex: phones, co-workers, etc.)
3. Provide a friendly, respectful demeanor. Use body language, voice tone, facial expressions and eye contact to express genuine communication and commitment to client’s successful goal completion.
4. Use active listening. Verify that the communication received is what the speaker intended. Ask for clarification as needed.
1006-1 B. STAGE 2 - RAPPORT BUILDING
FFWS Case Managers must use a respectful, conversational style of communicating that promotes using language that meets the individual at their level of understanding; Industry jargon and acronyms are to be avoided. Case Managers will to the greatest extent possible, carry out the following strategies:
1. Use reflective listening to understand and clarify message content by reframing information in a conversational style that is a best fit for the individual.
2. Strive to be clear in messages and communications by using concrete language, and match the individual’s learning style, particularly when it comes to expectations for contact and follow through on activities.
3. Establish and observe boundaries related to communications. Inform clients of office hours and availability to accept calls or unscheduled office visits. Case Managers must give contact information that is accurate with timeframes that match business expectations including when to expect a return call if not available.
4. Be flexible and work around best meeting times for the individual based on mutually acceptable schedules, including working with transportation availability and children’s needs.
5. Identify prompts or reminders needed to ensure appointments are met using tools such as a calendar, text messaging, e-mail or phone based on individual’s preference..
6. Create a trusting meeting atmosphere in an environment that is comfortable for the individual. Their home or a public setting may be more conducive to sharing information. Adjust office seating to avoid sitting across a desk.
7. Notice and reflect back the strengths the family is exhibiting. For example, note small changes that show progress or achievement.
1006-1 C. STAGE 3 – ON-GOING PARTNERSHIP
Relationships take time, consistency and commitment to develop. It is an essential step that Case Managers be aware this level has a natural rhythm when rapport, respect, genuineness and honesty are present. Each family is unique in their ability to build a trusting relationship. Patience on the part of the Case Manager is a critical skill. Case Managers will to the greatest extent possible, carry out the following strategies:
1. Continue to note progress measuring small steps. For example, client shows for appointments, follows through with activities, makes self identification of strengths or needs.
2. Acknowledge the client’s progress toward a collaborative relationship. True collaboration progresses in this level. The family is committed to the process and takes on ownership for their success.
3. Relationships are individual to each client. Acceptance of the Case Manager’s help may vary. Some prefer different styles of relationship and amount of involvement. Case Managers will remain professionally engaged balancing client’s need and adherence to agency policy.
4. Adversarial relationships. The Case Manager must continually work to engage a resentful family and work with them to reach their goals while staying inside the scope of Public Assistance guidelines for services. The regional Families First Facilitator (FFF) is available to consult and problem solve with Case Managers, the Case Manager and client and the Family Support Team (FST).
5. Cooperative relationships. For those clients that appear to avoid disclosure, or hesitant to engage, the Case Manager must consistently show integrity in treating their right to privacy with respect. Assure the client that information shared is held to the highest confidentiality standard. Identify the information that is actually needed for the family to reach their goals and regain financial self-sufficiency.
6. Collaborative relationships. Clients who have gained trust, respond as equal partners with the Case Manager guiding their progressive successes and needs. The Case Manager must ensure their goals are moving toward financial self-sufficiency and using the community resources available to them.
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