Details examples of promising case management methods and highlights related tools and policies that were gathered through scanning online resources, interviewing subject-matter experts, and participating in a work group made of workforce development professionals from across the United States.

“To provide workforce practitioners with information they can use to improve the services they provide to customers, this brief highlights key features and practices associated with effective case management practices” (p. 1). It summarizes findings both from new interviews with workforce experts and from existing resources, including reports, policy documents, webinars, and tool kits. The effective case management practices are presented using numerous examples from the field. The resource offers advice to case managers on how to improve their practice as well as to administrators who may be hiring new case management staff or selecting a management information system (MIS).  In addition, the brief includes a list of additional resources on topics such as case manager skills, direct customer service activities, tracking and documentation, and administrative and MIS supports.

(Abstractor: Author and Website Staff)