Casework Management

Name 2 ways in which case managers discourage clients

Asking People to compete giving only negative feedback failing to point out strengths or give positive feedback.

The Purpose of the intake assessment is to: A.) Pinpoint the persons specific disorder B.) Develop an accurate profile of the clients problem C.) Avoid delving into the persons social life D.) keep the person focused on presenting problems

B.) Develop an accurate profile of the clients problem

The case manager links the clients to a specific social service that A.) Is open ended so that the client can continue with the program indefinitely B.) will work on the identified issues to the exclusion of other issues that may come up during treatment C.) will help the client to implement the goals and work on the issues that both the case manager and the client deemed important D.) Is looking for patient to fill their available slots

C.) will help the client to implement the goals and work on the issues that both the case manager and the client deemed important

What is the foundation for the development of a client plan for service or treatment?

Clients strengths and supports

The Responsibility of the Case manager includes: A.) Diagnosing the patient b.) finding payment sources for the patients care C.) Creating a treatment plan for the patients diagnosis type. D.) Assessing the individual's situation and addressing the need and problems found in that assessment.

D.) Assessing the individual's situation and addressing the need and problems found in that assessment.

The Individualized treatment plan would avoid taking into consideration: A.) The persons individual strengths and interests B.) the person's personal goals C.) recruiting community support for donation of services and resources D.) Streamlining the plan for efficiency of managing the groups care

D.) Streamlining the plan for efficiency of managing the groups care

What are 3 things that are part of a person's background information for an intake assessement?

Education medical History employment history

Therapeutically speaking, when interviewing the client about his or her religious affiliation, it is important to pay particular attention to: a. Discomfort b. Anger c. Overdependence d. Nonfulfillment

a. Discomfort

A client who initiates conversation immediately and seems "too forthcoming" is often: a. Divulging details which are among the most important b. Defensive c. Rehearsed d. Spilling what he or she thinks you want to hear

a. Divulging details which are among the most important

During the first interview, it is important for you to: a. Formulate a good assessment b. Convince a client he needs your help c. Downplay a client's resistance to coming to your agency d. Diagnose the client

a. Formulate a good assessment

It is considered _______________ that no questions be skipped during the social history assessment. a. Generally unimportant b. Somewhat important c. Very important d. Critical

a. Generally unimportant

In formulating an open-ended question, it helps to: a. Include an expression such as "...a little bit more about..." or "...the larger picture..." to soften the question b. Avoid beginning the sentence with an expression such as "Can you...?" or "Could you...?" c. Include one of the words "how," "why," "what," "when" and "where" d. Avoid directives such as "summarize..." or "describe...."

a. Include an expression such as "...a little bit more about..." or "...the larger picture..." to soften the question

If the person undergoing intake is employed, input the following information to the form: a. Name of employer b. Name, address, and telephone number of employer c. Name and telephone of employer, length of employment d. Name and telephone number of employer

a. Name of employer

When recording the "chief complaint," the person conducting the intake should: a. Strive to be concise yet accurate b. Go into as much detail as possible; the details of the complaint can be "whittled down" later c. Describe the reasons in generalities d. Include all relevant background information

a. Strive to be concise yet accurate

The following is an example of a correct, empathetic response to a client who has wrecked a new car: a. "Well, what happened?" b. "It sounds like you're blaming yourself for this." c. "There are just too many drivers on the road." d. "You can't daydream when you're driving."

b. "It sounds like you're blaming yourself for this."

As pertains to the Verification of Appointment Form, the signature of the person conducting the intake must appear in proper alignment. The landmarks of the signature placement are: a. "Respectfully" and "Intake conducted by" b. "Sincerely" and "Case Manager" c. "Disposition" and "Date" d. "Date," "Name," and "I swear these facts to be correct and accurate to the best of my knowledge"

b. "Sincerely" and "Case Manager"

Did Dr. Langley prescribe any medication when you saw her in the past?" is an example of: a. A question that directs the clinician toward a solution b. A closed question c. A prying question d. An open question

b. A closed question

Brief intakes are: a. Mostly for therapy of short duration b. A result of external pressures placed upon counseling professionals c. For clients whose problems are generally clearly defined d. Considered more effective as they take the focus off of unimportant issues

b. A result of external pressures placed upon counseling professionals

The case manager may remind the client of someone from the past whom he or she likes. This is an example of: a. False attributions b. Positive transference c. Negative transference d. Countertransference

b. Positive transference

The first sentence of the "Presenting Problem" section is meant to: a. Form the initial basis for diagnosis b. Draw a mental picture of the client, problem, and the background c. Form the basis of the comprehensive picture which will be the "Presenting Problem" paragraph. d. Include the client's name, age, and problem necessitating treatment only

b. Draw a mental picture of the client, problem, and the background

Which of the following is not considered a common mistake in completing a social history? a. The use of adversarial language b. Leading: finishing the unfinished sentences of a client or filling in the blanks c. Recommendations that skip the actual "recommended activity" d. Glossing over gaps in history

b. Leading: finishing the unfinished sentences of a client or filling in the blanks

Describing payment details and procedures during the first session is: a. Too early; this is typically a subject for the second meeting b. Obligatory c. Potentially insulting d. Too late, the intake was the proper time for this

b. Obligatory

In relationship to your own feelings, insights, approaches, and knowledge, information conducted by an intake person other than you should be regarded as: a. Universally relevant b. Subjective c. Objective d. If not accurate, at least well-meaning

b. Subjective

Open-ended questions are: a. Never formulaic b. Constructed in a way to encourage the client to provide identifying information c. Constructed in a way to encourage the client to express feelings and opinions d. Enhanced by using the words "how," "why," "what," "when" and "where"

c. Constructed in a way to encourage the client to express feelings and opinions

Alfredo has a photo on his office wall depicting him and his wife standing on the pink sandy beach of an island locale. This is likely to: a. Foster relaxation b. Instill a feeling of universal well-being c. Create a myriad of negative reactions d. Help Alfredo cope with the pressures inherent in his work

c. Create a myriad of negative reactions

A main goal of the clinician's questions during the interview is to: a. Arrive at a solution in the most efficient way b. Direct the client toward your predetermined solution c. Listen to the client's concerns and sort out the best way to approach a solution d. Compile information for assessment and referral purposes

c. Listen to the client's concerns and sort out the best way to approach a solution

Which of the following is an appropriate description of the mood of a client undergoing intake? a. Mark expressed feelings of hopelessness; however after speaking with me, he seemed as if an initial weight had been lifted from his shoulders. b. Mark initially cried inconsolably, stating he believed he was the only person in the world with such a problem. c. Mark reports that he has been episodically depressed since his mother passed away last year. d. Mark, a court-referred client, expressed hostility and anger.

c. Mark reports that he has been episodically depressed since his mother passed away last year.

The information included in Step 1, at the top of the form, is: a. Person's name, DOB, your name b. Person's name, sex, DOB, address, your name c. Person's name, sex, DOB, address d. Person's name, DOB, sex, address, type of referral, your name

c. Person's name, sex, DOB, address

Open questions are a useful tool for both obtaining crucial information and _____________the interview. a. Condensing b. Shortening c. Softening d. Steering

c. Softening

Margaret is conducting the intake. The first place in which her name appears on the intake form is: a. Step 1 b. Step 3 c. Step 9 d. At the bottom of the final page along with the date

c. Step 9

The treatment plan developed in the first session between client and counselor can be described best as: a. Speculative b. Rough draft c. Tentative d. Temporary

c. Tentative

The "Impressions and Recommendations" section of the social history includes the initial findings of the professional and insight and input which will form the basis of: a. The counseling approach b. The treatment plan as devised by the counselor c. The treatment plan as coplanned by the counselor and client d. The theoretical approach of the counselor as pertains to treatment

c. The treatment plan as co-planned by the counselor and client

In the first face-to-face interview with the client, the counselor has three distinct tasks. Which of the following is not contained in any of the three? a. The establishment of rapport b. Understanding the need of the client c. An understanding of the client's perceptions d. A formal treatment plan

d. A formal treatment plan

A comprehensive medical assessment requires all but which of the following? a. Allergies b. Childhood illnesses c. Surgeries d. Fears and phobias associated with medical care

d. Fears and phobias associated with medical care

Social histories: a. Are uniform from agency to agency b. Vary widely from profession to profession in terms of format c. Can be almost indiscernible from place to place d. Generally contain the same information though wording and format can differ markedly

d. Generally contain the same information though wording and format can differ markedly

While assessing the mood of the person undergoing a phone intake, it is essential to concurrently, if applicable, assess and record information regarding: a. Risks of harm to self and/or others b. Intonation of voice c. Intonation of voice d. Motivation

d. Motivation

A client intake is taking place. The individual has recently completed high school and is scheduled to begin studies at Wake Forest University in two short months. The line on the form pertaining to "school" should read: a. Wake Forest University b. Sunderland High School c. "Vacation/Break" d. N/A

d. N/A

If the client is a returnee to your agency, checking past records can compromise objectivity; therefore, it is discouraged. This is: a. Always true b. Seldom true c. Conditionally true d. Never true

d. Never true

The initial meeting is the time to discuss: a. Confidentiality and portability b. Confidentiality, portability, and your theoretical approach c. Portability, secrecy, confidentiality, insurance reimbursement, and final treatment plan d. Portability, confidentiality, and limitations of confidentiality

d. Portability, confidentiality, and limitations of confidentiality

When conducting a client intake by phone, which of the following is not deemed an appropriate reason for speaking with an individual other than the client him- or herself? a. The client is in the midst of a mental-health-related crisis. b. The referred client is 14 years old. c. The client is mute and needs a helper to facilitate the call. d. The referral is court mandated.

d. The referral is court mandated.

Pertaining to the intake item of "chief complaint," it is essential to record: a. Why the client called but only in general terms b. The specific catalyst for the call c. How the client obtained the contact details for the agency (if self-referred) plus the complaint itself d. Why the client decided to call now

d. Why the client decided to call now

Prejudice, stereotypes, grudges, and counter-transference can enter into the completion of the intake by another party—an intake form which you as the counselor are now reviewing. Is this true? a. No, we are all professionals. b. No, it is too early for these forces to rear their heads; it is only an intake after all. c. Yes, studies have proven this to be true. d. Yes, this is the real world.

d. Yes, this is the real world.

Mr. Parsons is divorced. His children live with their mother who received full legal custody. Which of the following is deemed very important to ascertain? a. Child-support arrangements b. Recent court judgments c. How the client believes his or her children feel d. the degree of contact which the client has with his children

d. the degree of contact which the client has with his children

When asking a client multiple questions, what might the client begin to feel?

interrogated or overwhelmed

Describe and give 2 examples of open questions a case manager might asked a client

tell me a little about your divorce can you describe the divorce court where your case was heard? tell me about your lawyer.

Write an open question that can help the client begin to tell their story.

tell me about your life growing up

. Cultural competence in human services workers to improve cross-cultural communication is achieved by: a. Being more adaptable to, and flexible in, choosing how to respond to situations b. Focusing on serving one or two cultural groups in order to increase specialization c. Increasing opportunities for persons from individualistic and collectivist cultures to interact d. Attributing the client's negative behavior to the environment or his or her circumstances

a. Being more adaptable to, and flexible in, choosing how to respond to situations

Open questions can serve to: a. Clarify certain aspects of the other person's story b. Make clients tense and defensive c. Provide needed identifying information about the client d. Put the clinician ill at ease

a. Clarify certain aspects of the other person's story

Appropriate questions to ask during the interview include: a. Those that explore tangential topics in order to satisfy your curiosity b. Those that are value neutral c. Those to which there is clearly one correct answer d. Those to which the client is aware that you already know the answer

b. Those that are value neutral

It is an ethical violation to: a. Report on an impaired colleague to a senior professional b. Withhold information about an impaired colleague c. Refuse to treat a client just because you have personal problems that may affect that person d. Discuss your ethical concerns with the service provider in question

b. Withhold information about an impaired colleague

Strangers are: a. Whomever the minority culture defines as different b. People whose ways of acting are different and who are not members of our in-group c. People whose behavior is inferior to ours d. Persons whom human services workers should avoid serving

b.) People whose ways of acting are different and who are not members of our in-group

Rephrasing the facts that the client gives so that the client hears them again can: a. Allow unpleasant memories that the client may have blocked to surface b. Reveal whether or not the client is lying c. Be a way of responding to the client's feelings d. Create an atmosphere of distrust between the worker and the client

a. Allow unpleasant memories that the client may have blocked to surface

Name the 4 roadblocks to communication

1.) Ordering, directing, commanding 2.) warning, admonishing, Threatening 3.) Advising, Giving solutions 4.) probing, questioning, interrogating

Knowing who owns the problem is important because: a. It allows us to understand who is ultimately responsible for resolving the problem b. It makes us seem uncaring c. It abandons the client with the problem d. It allows us to take charge of the client's care

A. It allows us to understand who is ultimately responsible for resolving the problem

The case manager should avoid using the following resource(s) in the planning stage of the clients care: A.) A family member suspected of abusing the client B.) Peer support C.) Social Service Agencies D.) Community Resources

A.) A family member suspected of abusing the client

Once the client has been linked to the services he or she needs, the case worker must: A.) continue monitoring the clients progress and advocating for his or her needs B.) file a report and close the clients case C.) Allow the clients other social service workers' requirements to take precedence D.) avoid contacting the clients other services professional to coordinate care, in the interest of protecting the client privacy.

A.) continue monitoring the clients progress and advocating for his or her needs

. Beyond assessment and planning, what are the 2 other steps of case management?

Linking and referrals

What is the difference in giving false praise versus positive feedback?

Praise does not give the client information the client can use Feedback generally identifies traits that might be useful to the client in the future

Define the difference between culture and race.

Race is a label given to people based on their physical characteristics and skin tone while culture is a shared belief and values such as the notion of good versus bad and right versus wrong.

Name the 2 aspects of reflective listening.

The Content of what the person has said the feelings that underlie what the person has said

Name 2 of the 4 major problems that can occur when you are communicating with a client.

You ignore the clients feelings you cannot wait to offer the solution or give advice.

describe transferance

a collection of feelings and attitudes the client holds about you. accept it as its neither good or bad.

The clinician's goal in working out the own level of involvement in moving toward a solution to the client's problem would be to: a. Allow the client opportunities to exercise self-determination and independence b. Make certain that all therapeutic goals are achieved c. Make certain that the client find the solution d. Make certain that he or she demonstrate no difference between the professional relationship and a friendship away from work

a. Allow the client opportunities to exercise self-determination and independence

It is the ethical responsibility of human services workers to become familiar with the culture of the client so that: a. Cultural differences do not become obstacles to good communication b. Every possible culture that a client represents is part of the human services worker's cultural repertoire c. The client will feel more affinity toward human services workers d. The human services worker's own ethnic group does not color the client's opinion

a. Cultural differences do not become obstacles to good communication

. In our efforts to improve communication with someone who is different from us, we: a. Habitually categorize them b. Establish eye contact with them c. Remove distractions from the environment d. Attribute their positive behavior to the environment or the circumstances

a. Habitually categorize them

In order to develop our sense of empathy, we need to: a. Learn to listen with the third ear b. Learn to sympathize with the client c. Learn to use the phrases and speech patterns of the client's culture or subculture d. Realize that the client does not need to be talked down to, that he or she can understand the advice we give

a. Learn to listen with the third ear

As a case manager representing a client who is within a Managed Care Organization, you: a. Owe it to the client to advocate for services that you feel are in the client's best interest b. Keep your focus on controlling costs c. Use a decision tree to help decide what treatments and services are appropriate d. Defer to the MCO case manager when deciding on the client's treatment options

a. Owe it to the client to advocate for services that you feel are in the client's best interest

Good responses in a therapeutic setting tend to: a. Require practice to make them automatic b. Promote withdrawal and defensiveness c. Promote withdrawal and defensiveness d. Make clear the superiority of the worker

a. Require practice to make them automatic

"Sounds like you really feel . . .?" is an example of a(n): a. Response to feelings b. I-message c. Open question d. Closed question

a. Response to feelings

. Under the Health Insurance Portability and Accountability (HIPAA) Act, for an agency to share a client's private information, it must: a. Restrict the patient's identifying information if requested by the patient in writing b. Share a person's medical information only orally and never in writing c. Never share a patient's private information outside the agency d. Never allow a patient to make changes to his or her professional records

a. Restrict the patient's identifying information if requested by the patient in writing

Poor responses in a therapeutic setting tend to: a. Set up barriers to real understanding and dialogue b. Promote dialogue and collaboration c. Involve the client in arriving at a solution d. Give the impression that the client is on an equal footing with the worker

a. Set up barriers to real understanding and dialogue

Aspects of the personal context that a person grew up in and is now functioning in (meso level context) include: a. Social class b. Motivation c. Personality d. Life transitions

a. Social class

A care provider would not break a client's confidentiality when: a. State law in the particular case does not include a duty to warn b. The client poses a threat to others c. The court mandates that the social service provider turns over certain information about the client d. Your agency is sued for malpractice

a. State law in the particular case does not include a duty to warn

In order to respond adequately to the client's underlying emotions, skilled listeners should: a. Stay with clients until their emotions are drained off b. Stay with their clients until the client cries c. Offer suggestions from their own similar experiences d. Receive more information by saying more

a. Stay with clients until their emotions are drained off

The effect of asking the client multiple questions during the interview can be: a. That the client feels interrogated b. That the worker gains much valuable information c. Similar to asking open questions d. That the worker progresses quickly toward finding a solution

a. That the client feels interrogated

The clinician generally has information and resources at his or her fingertips; therefore: a. The clinician can more effectively collaborate with the client on the solution b. It puts the clinician in a better position to solve the client's problems c. The client is not in a position to solve his or her own problems d. The client has no opportunity to exercise self-determination and independence

a. The clinician can more effectively collaborate with the client on the solution

The case manager's ability to address issues on the three context levels is referred to as: a. The generalist approach b. The ecological model c. The individual environmental approach d. The macro level

a. The generalist approach

As case managers, we need to erect useful boundaries between ourselves and the client. This means: a. Understanding the differences between our situation and the client's situation despite possible similarities b. Letting the client know that he or she can benefit from our similar experiences c. Ensuring the client makes continued progress toward goals by stepping up our level of involvement in the case d. Seeking employment in an agency that deals with issues similar to those in our own life

a. Understanding the differences between our situation and the client's situation despite possible similarities

What are the 4 levels of case management?

administrative, resource coordination, intensive case management, targeted or blended case management

The attitudes of good human services workers influence their interactions with their clients in that: a. When a worker judges his or her own mistakes critically, that worker can then understand those of clients more accurately b. A correspondence exists between positive and supportive attitudes toward a client and the establishment of rapport with that person c. Errors in judgment are stumbling blocks to personal growth d. The personal struggles of the worker are different from those of the client

b. A correspondence exists between positive and supportive attitudes toward a client and the establishment of rapport with that person

. In considering the level of assistance a client needs, the agency will: a. Always assign the most intensive level case manager so that the client can have the most individual attention b. Assess the client's situation during the intake interview, and assign a case manager based on determined need c. Simply assign an administrative case manager at first to assess the level of need d. Assign a resource coordinator to assist the client in handling the details of the treatment plan

b. Assess the client's situation during the intake interview, and assign a case manager based on determined need

Suppose the client needs evening appointments, but the clinician works only during the day. This means: a. The client owns the problem and must find a clinician who can accommodate the client's schedule b. Both the client and the clinician own the problem, and it is an opportunity to negotiate a solution c. The clinician owns the problem and must change the schedule to accommodate the client d. Both the client and the clinician own the problem, but the clinician has the ultimate responsibility for finding the solution

b. Both the client and the clinician own the problem, and it is an opportunity to negotiate a solution

Because of internalized verbal and nonverbal scripts within a culture that may be different from your own, you should: a. Memorize the other culture's scripts to help the client adapt to his or her new environment b. Check your perceptions with the person in a nonjudgmental way c. Never confront the person about his or her behavior because that individual may take offence d. Understand that some cultural perspectives are superior to others

b. Check your perceptions with the person in a nonjudgmental way

Guarding an individual's confidentiality means that the human services provider can/should: a. Use an openly dated release of information form b. Discuss the case only with colleagues for their professional opinion with a patient's verbal consent c. Talk about the case with others, leaving out the patient's identifying information d. Discuss the case with others to prevent the person from harming himself or herself

b. Discuss the case only with colleagues for their professional opinion with a patient's verbal consent

Good responses in a therapeutic setting tend to: a. Demonstrate that the worker has the correct answers and solutions b. Enhance dialogue and collaboration c. Cause the client to speak in pleasantries d. Make clear the superiority of the worker

b. Enhance dialogue and collaboration

. Mental mechanisms that can block clear communication and create conflict include: a. Persuasion, emotion and saving face b. Ethnocentrism, prejudice and stereotypes c. Psychological barriers and low self-disclosure d. Time compartmentalization and focus on punctuality

b. Ethnocentrism, prejudice and stereotypes

"I'm not clear about . . .?" is an example of a(n): a. Response to feelings b. I-message c. Open question d. Closed question

b. I-message

In order for a person to agree to services, he or she must have the capacity to give permission willingly. This patient right is called: a. Comprehension of information b. Informed consent c. Self-determination d. Confidentiality

b. Informed consent

Approaching the school superintendent together with the social service professionals in the children's case management unit to advocate for an improvement in the school's academic supports offered would be referred to as a(n) ______ intervention. a. Two-pronged b. Macro-level c. Transition d. Meso-level

b. Macro-level

A social service provider's ethical responsibilities to the individual in his or her care include: a. Insisting on his or her solution to the client's problem b. Meeting the client's own needs and best interest c. Sharing personal concerns about his or her own life that are similar to the client's d. Letting the client know of the social service provider's disappointment when the client did not follow the provider's advice

b. Meeting the client's own needs and best interest

It is important for the clinician to avoid the following mistake during the interview with the client: a. Staying too long on the reflective listening phase of the interview b. Rushing to the solution phase of the interview c. Asking open-ended questions d. Giving too many I-messages

b. Rushing to the solution phase of the interview

In order to develop a balanced understanding of the client, the case manager must: a. Determine the probable outcome of services provided to the client based on his or her problem type b. See what the client brings to the situation, such as personality characteristics that affect the larger context of that person's life c. Discount distracting information such as the client's environment d. Determine if the client receives the majority of care within the home environment

b. See what the client brings to the situation, such as personality characteristics that affect the larger context of that person's life

When the client owns the problem, ______. a. The human services worker must take the reins in solving the problem b. The human services worker must decide how much help to give c. The client must take the reins in solving the problem d. The client must demonstrate self-reliance in achieving the goal

b. The human services worker must decide how much help to give

The context level immediately surrounding the client such as family, church group, close friends, etc. would be considered: a. The micro level b. The meso level c. The macro level d. Unimportant because human service workers should be able to intervene on all three levels

b. The meso level

Reflective listening gives clients the feeling that: a. They are indeed in a crisis situation b. They are truly being heard and understood c. The worker is avoiding arriving at a solution to their problem d. The clinician is being repetitive

b. They are truly being heard and understood

The resiliency model of case management refers to: a. The changing view of mental illness and substance abuse from one of gradual deterioration to one of recovery and a productive life b. Emphasis on the client's personal choices and activities for the life that is most meaningful to that individual c. A positive view of the child's life and circumstances in which the provider actively seeks the child's strengths on which to build d. The movement toward services that are diverse enough to meet the client's needs, are well coordinated and easily accessible

c. A positive view of the child's life and circumstances in which the provider actively seeks the child's strengths on which to build

Listening to another person in a way that indicates concern is: a. Not the role of the case worker b. Distracting to the client c. An important part of the healing process d. A roadblock to communication

c. An important part of the healing process

In order to respond adequately to the content of what the client is saying, a skilled listener should: a. Verify that the client is telling the truth b. Provide advice to the client c. Check the accuracy of the information he or she heard d. Listen for changes in the facts of the story for signs of lying

c. Check the accuracy of the information he or she heard

A person from a collectivist culture would tend to: a. Rely on low-context communication for comprehension of meaning b. Communicate in a similar way to members of in-groups and out-groups c. Communicate in a more ambiguous way to avoid hurting or imposing on others d. Support unique individual beliefs

c. Communicate in a more ambiguous way to avoid hurting or imposing on others

Some people have difficulty coping with the changes brought on by developmental transitions in life. These life stages may include: a. Early shaping experiences b. Prejudice and discrimination c. Going to high school d. Role status, conflict and strain

c. Going to high school

It is the role of the human services worker to support patients' efforts to take charge of their lives and make decisions. This support can take the form of: a. Giving honest criticism when the client makes a mistake b. Assuming control of the client's daily activities to ensure that goals are accomplished c. Having realistic goals for the client and encouraging progress toward the goals d. Insisting that the client take the necessary steps toward the goal when that person appears to be malingering

c. Having realistic goals for the client and encouraging progress toward the goals

When a client comes to you with a problem, ______. a. You must solve it for them b. Listen, and then advise the best solutions for the client c. Listen, provide resources and help the client arrive at a solution d. The client must demonstrate that he or she can solve it

c. Listen, provide resources and help the client arrive at a solution

Responses that block communication are ones that: a. Structure therapeutic communication b. Aid the worker in hearing what is really important c. Most likely promote withdrawal and defensiveness d. Most likely promote rapport and clarity

c. Most likely promote withdrawal and defensiveness

A person's individual characteristics interact with external circumstances to affect his or her outcome. Some of these individual characteristics (micro level context) include: a. Prejudice and discrimination b. Family c. Motivation d. Social class

c. Motivation

The case manager may remind the client of someone from the past whom he or she dislikes. This is an example of: a. False attributions b. Positive transference c. Negative transference d. Countertransference

c. Negative transference

Can you describe . . .?" is an example of a(n): a. Response to feelings b. I-message c. Open question d. Closed question

c. Open question

Aspects of the social context that a person grew up in and is now functioning in (macro level context) include: a. Religious group b. Social class c. Prejudice and discrimination d. Family values

c. Prejudice and discrimination

Cultures, subcultures, race and ethnic groups are examples of: a. Reasons not to serve certain clients b. Prejudice c. Sociological divisions among people d. Political divisions among people

c. Sociological divisions among people

The self-acceptance that the client gains through the worker's reflective listening can be a catalyst for: a. Being corrected by the client b. Heightened emotions on the part of the client c. Defensiveness on the part of the client d. Change and growth on the part of the client

d. Change and growth on the part of the client

A case manager's interventions can be considered therapeutic in that: a. The case manager is a trained psychotherapist b. The case manager can provide medications that help the client deal with emotional disorders c. The case manager can help the client learn life skills that will make the client more effective in his or her daily life d. The case manager can treat the client's problems without making a referral to a clinical therapist

c. The case manager can help the client learn life skills that will make the client more effective in his or her daily life

. A 17-year-old single mother of a severely disabled child has been disowned by her family and seeks help sorting out her situation: a. The case manager owns the problem because the client is too young to make decisions for herself b. Both the client and case manager own the problem, but because the client is too young to make decisions for her life, the case manager is ultimately responsible for finding a solution c. The client owns the problem, but the case manager needs to take the reins in finding a solution in consultation with the client d. The client owns the problem and must take the reins in finding a solution to her problem despite her youth

c. The client owns the problem, but the case manager needs to take the reins in finding a solution in consultation with the client

The person who owns the problem is: a. The client b. The case manager c. The person whose needs are not being met d. Meddling and pushy

c. The person whose needs are not being met

Ethical practices in the social services are in place because: a. They prevent a civil suit being brought against the human service worker b. They prevent the social human worker from being fired c. They prevent the exploitation of the individuals seeking human services d. Most professions monitor the behavior of their members

c. They prevent the exploitation of the individuals seeking human services

On a social networking site such as Facebook, a social services provider may discuss a client: a. When the patient's identifying information is removed b. When the site is a private one and not part of the caring institution or agency c. Under no circumstances d. Only with people who do not know the patient

c. Under no circumstances

Questions that make the client feel uncomfortable include: a. I-messages b. Open questions c. Why questions d. Questions in which the client is asked about his feelings

c. Why questions

The following is an example of an inadequate response to a client who is expressing her feelings about a family member's sudden death: a. "It sounds like you are devastated." b. "That must have been a shock!" c. "That must have been so difficult for you." d. "We just have to look on the bright side."

d. "We just have to look on the bright side."

"You probably have some ideas too" is an example of: a. An appropriate response when you cannot change the situation where the client has a problem b. A way to agree when disarming anger c. Positive feedback d. A question that invites collaboration

d. A question that invites collaboration

"Can you tell me about the night your father left?" is an example of: a. A question that directs the clinician toward a solution b. A closed question c. A prying question d. An open question

d. An open question

When we project our own assumptions about persons from a different culture, we: a. Are creating the opportunity for clearer communication with them b. Improve our understanding of their culture c. Are including them into our group d. Are attempting to reduce our own anxiety or uncertainty about them

d. Are attempting to reduce our own anxiety or uncertainty about them

A worker establishes a warm atmosphere by: a. Directing the client to better decisions than the client would have made on his or her own b. Expressing honest disapproval when the client's decision is likely to lead to further trouble c. Refraining from suggesting change in order to avoid confrontation with the client d. Being friendly, nonjudgmental and receptive

d. Being friendly, nonjudgmental and receptive

As case managers, we need to refrain from erecting boundaries that are not useful between ourselves and the client. This means: a. Understanding that good service means first to protect yourself b. Understanding the similarities in thought and behavior that you have with your client based on cultural similarities c. Understanding the client's cultural characteristics if different from your own d. Collaborating with the client rather than taking control of that person's care

d. Collaborating with the client rather than taking control of that person's care

Sometimes the worker needs to ask the client closed questions in order to: a. Find a solution to the client's problem b. Encourage the client to talk about the situation freely c. Better understand which aspects of the situation are important to the client d. Compile information for assessment and referral purposes

d. Compile information for assessment and referral purposes

The client may remind the case manager of someone from the past that causes the case manager to identify with the client. This is an example of: a. False attributions b. Positive transference c. Negative transference d. Countertransference

d. Counter-transference

______ can be a good warning signal that the case manager has old issues that need to be resolved in order that they not interfere with service. a. False attributions b. Positive transference c. Negative transference d. Countertransference

d. Countertransference

Seeking exceptions to cultural stereotypes helps us to: a. Understand the individual's culture better b. Better place the individual in the context of his or her culture c. Reduce our own anxiety or uncertainty about the individual d. Gain a more accurate understanding of the individuals we are serving

d. Gain a more accurate understanding of the individuals we are serving

In order to make your clients feel comfortable and safe enough to be open, you should: a. Console them and support them in a sympathetic manner b. Make critical life decisions for them c. Let them know that you are in charge and everything is under control d. Identify their feelings and reflect them back

d. Identify their feelings and reflect them back

Good responses in a therapeutic setting are: a. Praising or agreeing b. Reassuring, sympathizing, consoling or supporting c. Probing, questioning, interrogating d. Identifying and confirming

d. Identifying and confirming

Reflective listening in a therapeutic setting: a. Allows the clinician to offer advice or solutions b. Is a roadblock to communication c. Often creates misperceptions d. Is empathetic and the most useful kind of response

d. Is empathetic and the most useful kind of response

. A social services case manager should avoid a dual relationship with his or her client because: a. The case manager may not be available to return a favor to the person who did the case manager a favor b. Exchanging favors with a person is inconsequential c. In small communities, the case manager cannot avoid seeing his or her neighbor in contexts other than the professional one d. It creates a conflict of interest for the case manager

d. It creates a conflict of interest for the case manager

The strategy behind determining the level of intervention we provide to the client is based on: a. Consultation with the client's family and close associates b. Knowing your own level of professional training c. The need to solve the client's problem d. Knowing the client's strengths and limitations

d. Knowing the client's strengths and limitations

The service plan the human services worker designs for the client should be two-pronged and should include___________ interventions. a. Life transitions and cognition b. Substance abuse and job training c. Workplace and community d. Personal and environmental

d. Personal and environmental

When the clinician has a problem in the relationship with the client: a. Arriving at a solution to the problem must be a shared responsibility b. The clinician owns the problem and must solve the problem c. This demonstrates that the client is not holding up his or her end of the therapeutic relationship d. The clinician owns the problem, and the client can decide that he or she doesn't want to help the clinician solve it

d. The clinician owns the problem, and the client can decide that he or she doesn't want to help the clinician solve it

Courts may commit a patient to a care facility without the patient's consent when: a. The patient has a mental illness b. The courts determine that the mentally ill patient must be punished c. The institution provides the patient with the most comprehensive treatment available d. The patient is a risk to himself or herself but refuses to sign a commitment for appropriate treatment

d. The patient is a risk to himself or herself but refuses to sign a commitment for appropriate treatment

We apply the ecological model of human services in order to: a. Understand the client's problem on its own, without the distraction of others' opinions b. Help patients who express an interest in environmentalism c. Weed inappropriate candidates from the helping professions d. Understand the individual within the overall context

d. Understand the individual within the overall context

Briefly describe why it is not uncaring to allow a client to own the problem

it presents an opportunity for self growth it is a strategic decisiion as to the extent to which you will help solve the problem based on the clients capabilitites

define counter transferance

occurs when the worker projects onto the client emotions and attitudes occurs because the client reminds us of someone in the past or because the clients issues remind us of our own

Name one of the situations where it legally fine to break confidentiality

when you must warn others of possible harm from the client