JOB DESCRIPTION

Job Title:Case Manager

Location:Inspire Workplaces

Reports to: Contact Centre Operations Manager

Main Function:The case manager position is key to the delivery of timely and accurate triage and case management decisions to implement and deliver a safe, effective and efficient referral pathway into a range of wellbeing, healthcare and allied services which meet the needs of diversity of customers and employees. The case manager is the first point of clinical contact for diversity of client’s employees with potential mental health issues and concerns. The role will require close collaboration with the clinical, operations, wider Inspire Workplace team and associate counsellors to ensure that the client journey is as seamless as possible and excellent customer satisfaction achieved.

Principal Duties & Responsibilities

A. Clarity of Purpose

  1. Implement telephonic, standardized mental wellbeing triage assessments to determine the most appropriate pathway of care and support.
  2. Conduct structured telephonic risk assessments with clear and concise outcome measures including where appropriate a risk, safety management plan adhering to best practice risk assessment, management and escalation clinical guidelines.
  3. Mobilise – initiate the most appropriate intervention based on sound, evidence based decision making and where necessary consulting the clinical and operations team.
  4. Sign-post to relevant specialist statutory and voluntary agencies.
  5. Refer or step – up to work place, brief solution focused structured telephone or face to face counselling with clear, outcome based objectives and a designated number of sessions to achieve these.
  6. Pro-actively case manage the client/employee journey from first point of engagement and thereafter liaise with and make follow up calls and/or appointments to monitor and manage the client/employee’s progress.
  7. Where appropriate make the necessary and relevant adjustments to the client/employee care pathway.
  8. Seamlessly manage the case to a planned ending and if unplanned take all reasonable actions to mitigate risk and ensure a “warm and safe transfer” to a GP and or allied mental health professionals or relevant agency.
  9. Deliver up to 60 minute one and done structured telephonic support sessions.
  10. Generate weekly activity reports to monitor uptake, manage referral streams, including client and session numbers against key KPI’s and specified delivery targets.

B. Effective Communication

  1. Support employees to access a number of self-help tools, bibliotherapy and online resources to promote positive coping and resilience.

C. Team and Partnership Working

  1. Support “warm and safe transfer” to GP and or allied mental health professionals or where appropriate HR or designated welfare personnel.
  2. Act as the key liaison point for the Inspire Workplace team involved with the client/employee case and any multidisciplinary healthcare or allied professionals and key client stakeholders in relation to mental health and wellbeing.

D. General

  1. Members of staff are expected to treat those with whom they come into contact in a courteous and respectful manner in accordance with the Dignity at Work Procedure.
  2. Staff are expected to demonstrate their commitment to Inspire by their regular attendance and the efficient completion of all tasks allocated to them.
  3. All staff must comply with the Smoke Free Policy and associated procedures.
  4. All Staff must take care of their own health and safety and that of people who may be affected by what they do (or do not do).
  5. All staff must co-operate with others on health and safety, and not interfere with, or misuse, anything provided for their health, safety or welfare.
  6. All staff must follow the training they have received when using any work items their employer has given them.
  7. Inspire iscommitted to equality of opportunity and to selection based on merit. The Case Manager is required to adhere to Inspire’s Equal Opportunities Policy and associated procedures throughout the course of his/her employment.
  8. The Case Manager will endeavour to ensure the on-going confidence of the public.
  9. The Case Manager will maintain high standards of personal accountability.

This job description is neither exhaustive nor exclusive and may be reviewed and amended in the future to include any other reasonable duties, projects or tasks as may be requested from time to time and to reflect changing organisational requirements, changing staffing levels, etc.

Last Reviewed: May 2015