Brent is a case manager working at a crisis centre
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Case Study
Brent is a case manager working at a crisis centre for bushfire victims in Victoria. Brent has
been assigned as a coordinator for a complex case involving a client that has recently suffered
the loss of their house. In consultation with the client, Brent has identified the following
needs:
1 Ongoing treatment for physical injuries from trying to fight the fire
2 Emotional needs to be supported after trauma
3 Somewhere to live
4 Financial assistance while off work
Because Brent is working in a crisis centre, a complex case management team is already at
hand. This team consists of four different service providers:
1 A GP and medical staff
2 A counsellor
3 An accommodation officer
4 A Centrelink officer
Brent decides to call a case management meeting so that they can rapidly develop a case
management plan to assist the client. During this meeting, Brent uses a Responsibility
Assessment Matrix to work out who will be responsible for meeting each of the client’s needs.
Brent writes each service provider across the top of a sheet of paper and the client’s needs
down the left-hand side of the paper. During the meeting, Brent facilitates a collaborative
discussion in which each service provider agrees to which needs they will be assisting with.
As each provider agrees to assist with a particular need, Brent writes the letter R to indicate
that this provider is taking responsibility for this need. This results in the development of a
matrix such as the one below:
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