A case manager is a type of social worker who provides services for individuals or families to help them deal with complex circumstances. Case managers work toward a goal of helping people live the highest quality of life possible. To do so, case managers work closely with clients to identify their goals and needs. They use available resources, or find the necessary resources, to meet those goals while getting the most value for the client.

A case manager listens to the client’s story, plans for the future, provides choices, narrows down possibilities to come to a decision, does research, helps with paperwork, monitors changes in the client’s situation, respects privacy and maintains the client’s routine and independence as much as possible. A case manager’s ultimate goal is to point clients to the right service, organization or agency for their particular situation. After this, the case manager keeps in touch with the client to make sure the services were beneficial. It is the underlying belief of case management that when a client reaches the highest quality of life, the client, family, health care providers and additional support systems all benefit.

Case managers help clients manage their situations. They do not manage the clients. Case managers can work for both public and non-profit companies. A case manager typically specializes in one area, such as health care (physical or mental), addiction, aging, disease, disability, child welfare, immigration services or occupational services. Examples of situations that case managers deal with include divorce, depression and drug addiction.

Care coordination is a type of case management in which case managers work primarily with older adults. This is called geriatric care. Many case managers have a social work or nursing background, and some have had previous health care careers. A good case manager understands family dynamics and problem management strategies. Case managers must also be good communicators, organized and detail-oriented because making a plan for a client includes observing, researching, planning and advocating to make sure their unique needs are met.

Certification to become a case manager differs depending on the specific focus. For example, social work case managers must have at least a bachelor’s degree in social work, and some states require a social work license. Case management may be covered by the client’s health insurance, and non-profits may provide these services at a discount rate or even at no charge to qualified clients. Geriatric case management is usually handled as a private-pay service.