"Case management" is one of those phrases that gets used a lot in the community sector and explained very little. For someone looking for work, it can sound like paperwork. For a referring caseworker, it can sound like a handover into a system they cannot see into.
At Asset Community, case management has a simple meaning: one point of contact who helps with the barriers that get in the way of work. This article explains what that looks like in practice.
One person who knows your story
Many people who come to us have already told their story several times, to different services, in different offices, often with different results. Each retelling takes time and energy, and it can leave people feeling like a file number rather than a person.
Having one point of contact changes that. Your case manager gets to know your goals, your circumstances and the things that have made work difficult in the past. You do not have to start again every time something changes. When a question comes up, you know who to ask.
Barriers are rarely just about skills
When someone has been out of work, or has never had a steady job, the reason is rarely a single missing skill. More often it is a combination of things that make work harder to reach or harder to keep. Common examples include:
- transport, or the cost of getting to work or training
- caring responsibilities for children, parents or other family members
- housing that is unstable or a long way from opportunities
- health, wellbeing or disability that has not been accommodated
- gaps in a work history that are hard to explain at interview
- confidence that has been worn down by previous knock-backs
Case management means looking at the whole picture, not just the resume. Sometimes the most useful thing we can do in the first few weeks has nothing to do with job applications.
Knowing when to bring in specialists
No single organisation can do everything well. A good case manager knows their limits, and knows the local services that can help with things outside their role, such as housing support, financial counselling, health services or legal advice.
When a referral to a specialist service would help, we talk it through with the participant first. Referrals only happen with their agreement, and we stay in touch so that support does not fall through the gaps between services.
Working towards a plan, not a checklist
Case management is not about ticking off activities. It works best when it is anchored to a plan that the participant has helped to shape: what they want to do, what stands in the way, and what steps will get them there. That plan becomes the shared reference point for everyone involved.
Plans change, and that is fine. Someone might discover partway through that a different kind of work suits them better, or that a training course needs to wait until a family situation settles. The point of having one person alongside you is that the plan can change without the support falling away.
Good case management is not about doing things for people. It is about removing the obstacles so that people can do things for themselves.
What it is not
It is worth being clear about what case management is not. It is not a replacement for a person's own choices. It is not a compliance exercise. And it is not a promise that every barrier will disappear. What it offers is consistency, honesty and someone in your corner while you work towards something that matters to you.
Getting in touch
If you are looking for work and would like to talk about what support could look like for you, or you are a caseworker thinking about referring someone, you can contact us or call 1800 993 557. You can also read more about how we meet people where they are.