HUS4321 Ch.1-16
The term service coordination was first used to describe the process of case management during which decade?
1980s
Advantages of managed care include which of the following? I. Resources are spent according to priorities II. Access to services is limited III. Providers must justify services provided IV. Efficiency of service delivery has improved
I, III and IV
James is a case manager for the New Day Recovery Center. This agency provides short-term treatment for individuals who have been charged with alcohol- or drug-related violations of the law. Many times, a new client will come to the center because of a court order. These clients usually are required to stay at the center for 30 days. James has been working for New Day for six months, and he has become accustomed to the routines and the informal structure of the agency. He knows that, often times, the clients who come because of a court order are resistant to treatment and may not follow through with their treatment plan after their release. James has also learned that many of the other case managers are unwilling to discuss issues, and seem to prefer keeping to themselves. James feels isolated in his work, and is losing interest in his job. He has also been having trouble in his relationships away from work. In order to improve the working environment, James decides to focus on assertive communication with other case managers and clients. Which of the following areas could James address in his attempt to implement assertive communications?
Listen carefully when others talk Speak to others in a respectful and nonjudgmental manner. Learn to say no to unreasonable requests from colleagues or clients. Correct! All of the above.
A child with a chronic illness may be best served by a case manager who is:
a family member
In case management, service should be comprehensive and uninterrupted. This reflects the principle of:
continuity of care.
Maria works as a case manager for the Department of Human Services. In her work, she will often carry a caseload of over fifty clients. At times, she will provide counseling for her clients, but, more frequently, clients will receive counseling services from other professionals. Most of her clients have multiple needs, and Maria works with other professionals to identify her clients' most urgent problems and to develop a plan for gaining access to needed services. She will also follow up with her clients in order to monitor the quality of services. Maria's role may best be described as:
coordinator
The case manager who focuses on an agency's resource allocation is a(n):
cost container
The case manager who has a thorough understanding of the client's mental health and medical history, and maintains a primary relationship with the client is a(n):
counselor
A statement that describes a state, a condition, or an intent is a(n):
goal
James is a case manager for a homeless shelter. His responsibilities include conducting intake interviews with applicants, identifying appropriate resources, and coordinating treatment team meetings for his clients. Maria is a Latina woman who has been living in her car with her two children. She has just come into the shelter and meets with James for an intake interview. (1) James: Come in, Maria, and have a seat. (Extends his hand) (2) Maria: Thank you. (Shakes James's hand) (3) James: How can I help you? (4) Maria: Well, I need clothes for my two children, and we are hungry. (5) James: OK, we can help with that. Do you have a place to stay? (6) Maria: No. (7) James: Would you like to find a place to stay? (8) Maria: Yes. (9) James: Why are you homeless? (10) Maria: My husband died. (Looks down and is wringing her hands) (11) James: How did he die? (12) Maria: (Begins to cry) He had a heart attack. (13) James: When did he die? (14) Maria: (Visibly upset) Two months ago. (15) James: So, how did you lose your home? (16) Maria: (Crying) My two babies are so young, I didn't want to leave (17) them alone, and I lost my job. (She pauses) (18) James: Ummm...what about other family? (19) Maria: They are all in a different part of the country. (20) James: Oh... (21) Maria: (Sits silently, crying, with her head down) During the dialogue, James asked several questions. James's style of questioning was:
harmful, because he placed Maria in a position of being interrogated.
During the first phase of the case management process, the case manager should attempt to:
learn about the individual's expectations for care.
Authorizing services, monitoring quality of care, and determining the length of time care is provided are all functions of:
managed-care programs.
A symbolic representation of the lines of authority of authority and accountability is commonly called a(n):
organizational chart
David has recently begun case management work at a new facility for adolescents. The primary purpose of this facility is to address the needs of these adolescents, who all have to gain new skills before returning home. His primary responsibilities include identifying the current functioning of the clients upon arrival at the facility. David also meets regularly with his clients to develop both short- and long-term support plans, and to monitor the client's progress in gaining new skills. David's major role is that of:
planner
"The process of determining future service delivery in an organized way" describes which phase of case management?
planning
In medical terminology, the word element that usually denotes number, time, position, direction, or negation is the:
prefix
In the acronym SOLER, the R stands for:
relax
The extent to which test scores or measure are consistent or dependable is called:
reliability
Primary case management functions may be assumed by:
the client
As a part of a departmental team, the case manager might assume which of the following?
A leadership role
Mark is a thirty-five-year-old African American male. He recently injured his back and is no longer able to work at the warehouse where he was employed. Mark's co-worker, James, suggested to Mark that he might be eligible for disability benefits and gave him the phone number for the Department of Human Services. Mark decided to call and made an appointment with Julie, a case manager there. Individuals often learn about services in a number of ways. Mark learned about services through which of the following methods?
An informal network
Which ethnic or racial group is best known for the practicing the family tradition known as filial piety, or taking care of parents and demonstrating unquestioning respect for them?
Asian American
Which of the following helps case managers build professional networks?
Attending continuing education trainings and seminars
Becky has just been hired as a case manager for the Department of Children's Services. During her first two weeks of work, Becky has felt overwhelmed and has been behind in her paperwork. She is surprised by the large number of clients that she has been assigned, and is not able to complete all of the necessary forms for each client without taking some of her work home with her. Becky is frustrated, and her supervisor, Louis, recognizes her frustration. Louis asks Becky to come to his office for a meeting, and Becky is able to describe her frustrations to Louis. Because Louis has been working for the agency for 15 years, he immediately recognizes the source of Becky's frustration, and reassures her that all she needs is a time-management system. Which of the following would be a logical second step in developing an effective time management system?
Categorize timespans
In the 1880s, European Americans viewed Chinese immigrants as "yellow peril," meaning:
Chinese immigrants were seen as a threat to American culture.
A narrative psychological report includes which of the following? I. The orienting data II. The psychologist's conclusions III. The medical data IV. The vocational information V. The eligibility criteria
I and II
The various roles of the case manager during the first contact with the applicant include which of the following? I. Recording information. II. Explaining services. III. Monitoring progress. IV. Developing plans.
I and II
James is a case manager for the New Day Recovery Center. This agency provides short-term treatment for individuals who have been charged with alcohol- or drug-related violations of the law. Many times, a new client will come to the center because of a court order. These clients usually are required to stay at the center for 30 days. James has been working for New Day for six months, and he has become accustomed to the routines and the informal structure of the agency. He knows that, often times, the clients who come because of a court order are resistant to treatment and may not follow through with their treatment plan after their release. James has also learned that many of the other case managers are unwilling to discuss issues, and seem to prefer keeping to themselves. James feels isolated in his work, and is losing interest in his job. He has also been having trouble in his relationships away from work. James might benefit from which of the following activities as a way to counter the effects of burnout? 1. Participate in relaxing activities. 2. Find a different type of employment. 3. Attend to minor client changes. 4. End the unsatisfactory personal relationship(s).
I and III
Challenges of working with a team of professionals include which of the following? I. Disagreements about service plans II. Lower levels of funding among represented agencies III. Determining which team member will be responsible for documentation IV. A team member's low-quality work
I and IV
Many helpers in human services agencies object to the term case management because: I. they believe they do more than just manage cases. II. they think case management only occurs during the implementation phase. III. they think the term may cause resentment in clients. IV. they don't like thinking of their clients as cases.
I and IV
The benefits of systematic resource selection include which of the following? I. The client and the case manager are able to proceed objectively and deliberately. II. The case manager will not have to provide advocacy for the clients he or she serves. III. The client will be able to follow through with referrals on his or her own. IV. The client's motivation to follow through with the referral is reinforced.
I and IV
Having written goals: I. helps the case manager and client focus on what they are trying to accomplish. II. is a critical step in plan development because service provision is tied to outcomes. III. highlights the shared responsibility of the case manager and the client for the case.
I, II and III
James is a case manager for the New Day Recovery Center. This agency provides short-term treatment for individuals who have been charged with alcohol- or drug-related violations of the law. Many times, a new client will come to the center because of a court order. These clients usually are required to stay at the center for 30 days. James has been working for New Day for six months, and he has become accustomed to the routines and the informal structure of the agency. He knows that, often times, the clients who come because of a court order are resistant to treatment and may not follow through with their treatment plan after their release. James has also learned that many of the other case managers are unwilling to discuss issues, and seem to prefer keeping to themselves. James feels isolated in his work, and is losing interest in his job. He has also been having trouble in his relationships away from work. James is beginning to experience burnout. Which of the following are symptoms that indicate burnout for James? I. Few supportive professional relationships II. Difficulties in personal relationships III. Clients who never follow through with treatment IV. Working with clients with chemical dependencies V. Working in an acute care facility
I, II and III
Sources of error during test administration may include which of the following? I. Environmental factors II. Test administrator's behavior III. Test administration procedures IV. The purpose of the test
I, II and III
When selecting tests, it is important to keep in mind the: I. validity of the test. II. reliability of the test. III. length of the test. IV. usability of the test.
I, II and IV
Which of the following contribute to the difficulties case managers often have with managing their time? I. The nature of the work II. The many types of activities required III. The uniqueness of each case IV. The lack of consistent demands on time
I, II, III, and IV
Which of the following should be taken into account when the case manager completes an intake summary? I. Mental status exam II. Client strengths III. Missing information IV. Completed forms V. Implementation documents
I, II, III, and IV
Case files fulfill which of the following purposes? I. Serve as a resource during a financial audit or legal review II. Replace a case manager's testimony in cases of child maltreatment III. Summarize work done with the client from intake to aftercare IV. Provide information for measuring an agency's effectiveness
I, II, and IV
In many agencies, a formal structure and an informal structure exist. The differences between these may be reflected in which of the following? I. What the formal lines of communication are, versus whom actually communicates with whom II. What a particular job description says, versus what the individual in the job actually does III. What the board of directors deems appropriate allocation of funds, versus what is actually spent IV. What the official policy is on a given issue, versus what actually happens if the issue arises
I, II, and IV
In general, case managers who are culturally sensitive understand that: I. each client is unique. II. sustained eye contact is essential. III. language has different meanings. IV. biases can hurt the relationship.
I, III and IV
Understanding the different methods of case management is important because: I. each method has particular strengths and weaknesses. II. each method can only address the needs of a specific client population. III. each method provides a different perspective on the case manager's responsibilities. IV. each method may be present in service delivery systems.
I, III and IV
The policies and procedures of an organization usually include which of the following? I. Specific job descriptions established by the agency's board of directors II. Legal requirements established by the federal, state, and local governments III. Standards of practice established by a professional code of ethics IV. Descriptions of income and expenditures established by the agency's director
II and III
Organizations need to consider which of the following when developing a social media strategy? I. What social media their funders use II. The target audience III. Outcomes from previous social media strategies IV. The time needed to create media content
II and III.
Which of the following are characteristics of burnout? I. Assertiveness II. Fatigue III. Helplessness IV. Realistic V. Exhaustion VI. Caring VII. Stress
II, III, V, and VII
The case manager should monitor the delivery of services during which phase?
Implementation
Interaction strain refers to what challenge common to individuals with disabilities?
Interaction strain occurs when the individual without a disability does not know how to interact with an individual with a disability and conveys anxiety and awkwardness.
Which of the following is not a common reason that case managers are reluctant to become involved in policy advocacy?
Lack of desire to help others in the community.
Which of the following represent common historical stereotypes faced by Latinas/Latinos?
Latinos are seen as lazy, illegal aliens, uneducated, and emotional.
Which of the following describes the theory of situational leadership?
Leadership is influenced by individual styles and the specific task.
Which of the following acts focused on consumer involvement, client satisfaction, and adequacy of services?
Rehabilitation Act of 1973
Health savings accounts and health reimbursement plans have which of the following features?
Required contributions from employers and employees
Understanding the organizational structure of an agency is helpful for what reason?
The case manager will have a better understanding of his or her job responsibilities in the context of the agency.
The different ways case managers perceive their roles has been reflected in which way?
The changes in job titles
What was the traditional view of gender roles in the family in the mid-20th-century United States?
The father assumed the earning role, while the mother was expected to remain at home to bear and care for children and manage domestic life.
Advantages of computer-assisted test administration include which of the following?
The standardization of administration and scoring
Which of the following best describes the role of "the Black church" in African American life?
These churches build and sustain community, address issues of social justice, and sustain hope.
Which of the following represent unique challenges faced by members of the LGBT community?
They face unique health issues such as those associated with HIV/AIDS and consequences of hormonal treatment.
What is the role of shamans and witch doctors in Native American culture?
They mediate relationships with the spirit world.
Which of the following is not an important reason for continuing education:
a lack of ethics training prior to starting the case management position
A procedure that is used to appraise the general health status of the individual and establish whether a physical or mental impairment is present is called:
a medical diagnosis.
The process of gathering data related to the occupational interests and behaviors of the client is:
a vocational evaluation.
Client participation in the case management process is important during:
all of the phases of case management.
A measurement device that provides an indication of an individual's potential for learning or acquiring skills is a(n):
aptitude test.
Relating to others in ways that lead to maximum dialogue and a positive outcome for each participant is called:
assertiveness.
Case managers should first discuss termination procedures:
at the initial meeting with the client.
When making a referral for psychological evaluation, the case manager should:
be clear about the reason for the referring the client and document the referral in writing.
"Equal access to services and advocacy" means:
everyone in need of assistance has the same opportunity to approach, apply for, and use case management services.
Summary recording differs from process recording in several ways. One of the differences is that summary recording:
gives a concise presentation of interview content.
After service plans have been developed, the two primary methods of collecting additional data are:
interviewing and testing.
Whenever a case manager is conducting an intake interview with an individual, the physical arrangement of furniture should allow the case manager and the individual to be at right angles without tables or desks between them. This is important because:
it facilitates appropriate eye contact, positive body language, and equality of position.
One difficulty with electronic communication is:
it is difficult to document electronic interactions.
After goals and objectives have been written and agreed upon, the case manager should:
locate available services.
In the preceding dialogue, the question that James asked in line (3) is a good example of a(n):
open inquiry.
People who are African American may:
prefer to focus on concrete needs.
The legal concept under which communication between a professional and a client may not be used in court is called:
privileged communication.
A narrative of an interaction between a case manager and the applicant is called:
process recording.
The case manager's feelings, reactions, and impressions, as well as identifying information, content of the interview, and observations are included in a(n):
process recording.
The main purpose of an intake interview is to:
provide a starting point for providing help.
A written document that explains an individual's personal characteristics, mental status, and personal history is a:
psychological report.
David has recently begun case management work at a new facility for adolescents. The primary purpose of this facility is to address the needs of these adolescents, who all have to gain new skills before returning home. His primary responsibilities include identifying the current functioning of the clients upon arrival at the facility. David also meets regularly with his clients to develop both short- and long-term support plans, and to monitor the client's progress in gaining new skills. In this example, the facility is focused on:
psychosocial rehabilitation.
Agencies that receive funding from federal, state, regional, county, or municipal governments are classified as:
public agencies.
A strengths-based case manager:
recognizes the client's right to determine the case plan.
After the client and the case manager have agreed on a plan of services and determined who will provide the services:
service coordination becomes most important.
The case manager communicates helping attitudes by:
showing respect, empathy, and cultural sensitivity.
A written document that provides information about the way an individual experiences problems, past problem-solving behaviors, developmental stages, and interpersonal relationships is a(n):
social history.
A focused interaction between the case manager and the applicant guided by a predetermined set of questions is called a(n):
structured interview.
Lacy is a case worker at a state-funded domestic violence shelter. Her responsibilities include staffing the crisis hotline and completing intake interviews with individuals who need assistance. Lacy has a list of specific questions she is required to ask during the intake interview. After the interview is complete, Lacy writes a report in which she identifies the problem, summarizes case information, and makes recommendations regarding the applicant. The type of report that Lacy writes following the intake interview would most likely be called a(n):
summary record.
Final authority in many human service agencies and organizations rests with:
the board of directors.
The client will benefit from the coordination of the services of multiple professionals because:
the client will have access to an array of services.
Educational information may become a part of a client's case file if:
the information is relevant to the client's presenting problem or the mission of the agency.
One advantage of completing a social history with a client is that:
the relationship between the case manager and the client may become stronger.
Another approach to improving the value of services in the human service delivery system is:
total quality management.
When working with clients who are Native American, the case manager should:
understand that sharing personal information is difficult and sometimes embarrassing.
The recent emphasis on providing quality services includes conducting:
utilization reviews.
