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)

Major Findings & Recommendations

The brief organizes promising case management practices into several categories that each contain examples from the field, including: • “Components of case management” (p. 2) • “Maximizing the effectiveness of case management” (p. 2) • “Using an assessment tool to inform career paths” (p. 3) • “Adapting case management services to meet high demand” (p. 3) • “Using labor market information to inform career planning” (p. 5) • “Augmenting case management services for hard-to-employ populations” (p. 6) • “Using social media for youth follow-up and engagement” (p. 7) • “Electronic case notes and tracking” (p. 7) • “Customer-centered interviewing techniques” (p. 8) • “MIS support for case management” (p. 11) For many of the above categories, the brief breaks down the process into smaller steps and provides links to related online resources and guides. (Abstractor: Author and Website Staff)