Deck 12: The Case Managers Professional Growth and Development

Question 1

Which of the following individual client problems represents an  agency-related  advocacy issue? ​

A)The client is resistant to the case manager's interventions.
B)The client does not know what his or her rights are.
C)The client's family has made decisions for him or her.
D)The client has been denied services or services have been limited.

Answer 1

D

Question 2

Which of the following is not a common reason that case managers are reluctant to become involved in policy advocacy? ​

A)Lack of time.
B)Lack of know-how.
C)Lack of desire to help others in the community.
D)Agencies discourage staff from drawing media attention.

Answer 2

C

Question 3

Relating to others in ways that lead to maximum dialogue and a positive outcome for each participant is called: ​

A)assertiveness.
B)belligerence.
C)empowerment.
D)aggressiveness.

Answer 3

A

Question 4

Which of the following are reasons identified by case managers for the difficulty with managing time effectively?
I.The agency's hours of operation.
II.The ever-changing bureaucracy.
III.The constant need for advocacy.
IV.The unpredictability of the workday. ​

A)I, II, III, and IV
B)II and IV
C)II, III and IV
D)I and III

Question 5

Which of the following specific skills may help case managers avoid burnout? ​

A)Time management and assertiveness
B)Advocacy and critical thinking
C)Organization and advocacy
D)Decision-making and leadership

Question 6

Strategies for successfully dealing with burnout include which of the following?
I.Develop supportive professional relationships.
II.Insist on a reduction in case load.
III.Commit to a regular exercise program.
IV.Participate in professional development opportunities.
V.Depersonalize relationships with clients. ​

A)I, II, III, IV, and V
B)I, II and IV
C)III, IV and V
D)I, III and IV

Question 7

Which of the following describes the theory of situational leadership? ​

A)Leadership is influenced by agency regulations and rules.
B)Leadership is influenced by individual styles and the specific task.
C)Leadership is influenced by the the motivation and commitment of  workers
D)Leadership is influenced by the ability of organizers to accept an  environment of change.

Question 8

James is a case manager for the New Day Recovery Center. This agency provides short-term treatment for individuals who have been charged with alcohol- or drug-related violations of the law. Many times, a new client will come to the center because of a court order. These clients usually are required to stay at the center for 30 days.
James has been working for New Day for six months, and he has become accustomed to the routines and the informal structure of the agency. He knows that, often times, the clients who come because of a court order are resistant to treatment and may not follow through with their treatment plan after their release.
James has also learned that many of the other case managers are unwilling to discuss issues, and seem to prefer keeping to themselves. James feels isolated in his work, and is losing interest in his job. He has also been having trouble in his relationships away from work.
James might benefit from which of the following activities as a way to counter the effects of burnout?
1.         Participate in relaxing activities.
2.         Find a different type of employment.
3.         Attend to minor client changes.
4.         End the unsatisfactory personal relationship(s). ​

A)I and III
B)I, III and IV
C)II and IV
D)I, II, III, and IV

Question 9

James is a case manager for the New Day Recovery Center. This agency provides short-term treatment for individuals who have been charged with alcohol- or drug-related violations of the law. Many times, a new client will come to the center because of a court order. These clients usually are required to stay at the center for 30 days.
James has been working for New Day for six months, and he has become accustomed to the routines and the informal structure of the agency. He knows that, often times, the clients who come because of a court order are resistant to treatment and may not follow through with their treatment plan after their release.
James has also learned that many of the other case managers are unwilling to discuss issues, and seem to prefer keeping to themselves. James feels isolated in his work, and is losing interest in his job. He has also been having trouble in his relationships away from work.
James is beginning to experience burnout. Which of the following are symptoms that indicate burnout for James?
I.Few supportive professional relationships
II.Difficulties in personal relationships
III.Clients who never follow through with treatment
IV.Working with clients with chemical dependencies
V.Working in an acute care facility ​

A)I, II, III, IV, and V
B)I, II and III
C)II, III and V
D)I, III and IV

Question 10

Which of the following are characteristics of burnout?
I.Assertiveness
II.Fatigue
III.Helplessness
IV.Realistic
V.Exhaustion
VI.       Caring
VII.     Stress ​

A)I, II, III, IV, V, VI, and VII
B)I, II, III, and IV
C)II, III, V, and VII
D)II, III, IV, V, and VII

Question 11

Becky has just been hired as a case manager for the Department of Children's Services. During her first two weeks of work, Becky has felt overwhelmed and has been behind in her paperwork. She is surprised by the large number of clients that she has been assigned, and is not able to complete all of the necessary forms for each client without taking some of her work home with her.
Becky is frustrated, and her supervisor, Louis, recognizes her frustration. Louis asks Becky to come to his office for a meeting, and Becky is able to describe her frustrations to Louis. Because Louis has been working for the agency for 15 years, he immediately recognizes the source of Becky's frustration, and reassures her that all she needs is a time-management system.
Which of the following would be a logical final step in developing an effective time-management system? ​

A)Assign priorities
B)Categorize time spans
C)Set goals
D)Sort goals into categories

Question 12

Which of the following is not an important reason for continuing education: ​

A)a need to stay current in a dynamic field.
B)a commitment to more effective and efficient service delivery.
C)a lack of ethics training prior to starting the case management position
D)a curiosity about professional topics, issues, and challenges.

Question 13

Becky has just been hired as a case manager for the Department of Children's Services. During her first two weeks of work, Becky has felt overwhelmed and has been behind in her paperwork. She is surprised by the large number of clients that she has been assigned, and is not able to complete all of the necessary forms for each client without taking some of her work home with her.
Becky is frustrated, and her supervisor, Louis, recognizes her frustration. Louis asks Becky to come to his office for a meeting, and Becky is able to describe her frustrations to Louis. Because Louis has been working for the agency for 15 years, he immediately recognizes the source of Becky's frustration, and reassures her that all she needs is a time-management system.
Which of the following would be a logical second step in developing an effective time management system? ​

A)Assign prioritiesr
B)Categorize timespans
C)Set goals
D)Sort goals into categories

Question 14

James is a case manager for the New Day Recovery Center. This agency provides short-term treatment for individuals who have been charged with alcohol- or drug-related violations of the law. Many times, a new client will come to the center because of a court order. These clients usually are required to stay at the center for 30 days.
James has been working for New Day for six months, and he has become accustomed to the routines and the informal structure of the agency. He knows that, often times, the clients who come because of a court order are resistant to treatment and may not follow through with their treatment plan after their release.
James has also learned that many of the other case managers are unwilling to discuss issues, and seem to prefer keeping to themselves. James feels isolated in his work, and is losing interest in his job. He has also been having trouble in his relationships away from work.
In order to improve the working environment, James decides to focus on assertive communication with other case managers and clients. Which of the following areas could James address in his attempt to implement assertive communications? ​

A)Listen carefully when others talk
B)Speak to others in a respectful and nonjudgmental manner.
C)Learn to say no to unreasonable requests from colleagues or clients.
D)All of the above.

Question 15

Becky has just been hired as a case manager for the Department of Children's Services. During her first two weeks of work, Becky has felt overwhelmed and has been behind in her paperwork. She is surprised by the large number of clients that she has been assigned, and is not able to complete all of the necessary forms for each client without taking some of her work home with her.
Becky is frustrated, and her supervisor, Louis, recognizes her frustration. Louis asks Becky to come to his office for a meeting, and Becky is able to describe her frustrations to Louis. Because Louis has been working for the agency for 15 years, he immediately recognizes the source of Becky's frustration, and reassures her that all she needs is a time-management system.
In developing an effective time management system for Becky, Louis might suggest which of the following as a first step? ​

A)Assign priorities
B)Categorize timespans
C)Set goals
D)Sort goals into categories

Question 16

Which of the following represents the third step in the supervision process: ​

A)be aware of ethical standards and issues.
B)prepare for supervision.
C)be honest in reporting difficulties and mistakes.
D)identify both formal and informal supervisors.

Question 17

Becky has just been hired as a case manager for the Department of Children's Services. During her first two weeks of work, Becky has felt overwhelmed and has been behind in her paperwork. She is surprised by the large number of clients that she has been assigned, and is not able to complete all of the necessary forms for each client without taking some of her work home with her.
Becky is frustrated, and her supervisor, Louis, recognizes her frustration. Louis asks Becky to come to his office for a meeting, and Becky is able to describe her frustrations to Louis. Because Louis has been working for the agency for 15 years, he immediately recognizes the source of Becky's frustration, and reassures her that all she needs is a time-management system.
Which of the following would be a logical third step in developing an effective time-management system? ​

A)Assign priorities
B)Categorize timespans
C)Set goals
D)Sort goals into categories

Question 18

Which of the following contribute to the difficulties case managers often have with managing their time?
I.The nature of the work
II.The many types of activities required
III.The uniqueness of each case
IV.The lack of consistent demands on time ​

A)I, II, III, and IV
B)II, III and IV
C)I and IV
D)I and II