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Generalist Case Management: A Method of Human Service Delivery 5th Edition

Marianne R. Woodside, Tricia McClam

  • Published
  • Previous Editions 2014, 2006, 2003
  • 432 Pages
Starting At 80.00 See pricing and ISBN options


This practical text equips students with the fundamental information and skills needed to be effective case managers, covering such central issues as the responsibilities of case management, competencies needed for ethical and multicultural case management, participation in interdisciplinary and interorganizational teams, and engagement in advocacy and leadership. The first-person experience of a client and her case managers draws students into the text. To ensure that the book offers current and accurate information, the authors have continued to interview human service case managers nationwide about their jobs, skills, challenges, and clients. These interviews, combined with current research and numerous case studies, make GENERALIST CASE MANAGEMENT: A METHOD OF HUMAN SERVICE DELIVERY, 5th Edition, realistic and relevant. The text also aligns with NASW case management standards and helps to prepare students for earning C-SWMC certification and the HS-BCP credential.

Marianne R. Woodside, University of Tennessee, Knoxville

Marianne Woodside, Professor Emerita, is affiliated with the Human Services, Mental Health Counseling, and Counselor Education programs at the University of Tennessee, Knoxville. She has taught introduction to human services, case management, methods of helping, and foundations of counselor education, and supervises practicum and internship. Her primary research interests are international human services, human service education, and case management. Dr. Woodside has served on the editorial boards for Journal of Human Service Education, American Association for Counseling and Development Journal, and Tennessee Counseling Journal. Additionally, she served as vice-president of regional development and secretary of the National Organization for Human Services Education. Dr. Woodside has published a wide range of journal articles and has an extensive record of presentations at national and international meetings. Her many awards include the Distinguished Recognition Award from the Council for Standards in Human Service Education, the Professional Development Research Award from the National Organization for Human Services Education, the Helen B. Watson Outstanding Faculty Research Award, and the Educator's Hall of Honor Award. With Tricia McClam, Dr. Woodside is co-author of the successful AN INTRODUCTION TO HUMAN SERVICES (8th Ed.), AN INTRODUCTION TO HUMAN SERVICES: CASES AND APPLICATIONS (8th Ed.), GENERALIST CASE MANAGEMENT: A METHOD OF HUMAN SERVICE DELIVERY (5th Ed.), PROBLEM SOLVING IN THE HELPING PROFESSIONS, HELPING PROCESS: ASSESSMENT TO TERMINATION, and INTERVIEWING: WHAT STUDENTS WANT TO KNOW. Dr. Woodside also wrote INTERNSHIP IN HUMAN SERVICES: HELPING STUDENTS FIND THEIR WAY (Sage).

Tricia McClam, University of Tennessee, Knoxville

Tricia McClam, Professor Emeritus, is affiliated with the Mental Health Counseling (Master's) and Counselor Education (Ph.D.) programs at the University of Tennessee, Knoxville. She teaches various courses in both programs, including Cross Cultural Counseling, Formal Measurement, and Case Management. Her research broadly deals with case management in human service delivery, professional development, and international human services. Dr. McClam is associate editor of International Education and past co-editor of Human Service Education, both refereed journals. Included among her professional awards are the Helen B. Watson Outstanding Faculty Research Award in the College of Education, a Certificate of Appreciation from the Council for Standards in Human Service Education, and the Miriam Clubok Award from the National Organization for Human Service Education. With Marianne Woodside, Dr. McClam is co-author of INTRODUCTION TO HUMAN SERVICES (8th Ed.), AN INTRODUCTION TO HUMAN SERVICES: CASES AND APPLICATIONS (8th Ed.), GENERALIST CASE MANAGEMENT: A METHOD OF HUMAN SERVICE DELIVERY (5th Ed.), PROBLEM SOLVING IN THE HELPING PROFESSIONS, HELPING PROCESS: ASSESSMENT TO TERMINATION, and INTERVIEWING: WHAT EVERY STUDENT WANTS TO KNOW.
  • This text aligns with the NASW Standards for Social Work Case Management and helps students meet the standards for the Certified Social Work Case Manager (C-SWMC). It also aligns with the Human Services-Board Certified Practitioner credential (HS-BCP) and meets most of the certification standards. Correlation charts on the inside covers of the text identify standards-related content by chapter, helping instructors prepare students for meeting standards of practice and for certification.
  • MindTap® for Generalist Case Management -- the online learning experience that accompanies the text -- includes an e-book, videos demonstrating skills discussed in the book, flashcards, and appealing apps for students as well as time-saving teaching tools and analytics for instructors.
  • First-person accounts throughout the book from Sharon Bello and her case managers provide an inside, real-life view of case management from both the client and professional perspectives. In every chapter, these individuals provide their viewpoints as they relate to the concepts and topics introduced.
  • The fifth edition reinforces today's need to consider each case management encounter as multicultural. One new chapter (Chapter 5, "Working with Diverse Populations") helps students gain a multicultural perspective. In addition, the chapter provides guidelines for performing case management within an increasingly diverse society. Topics ranging from culturally sensitive medical examinations to considerations of culture when taking a social history provide specific ways case managers may assume a multicultural stance.
  • Chapter 10, "Service Coordination," presents a new section focused on ways to end the case management process (disengagement). Topics include the place of ending services in the case management process, the steps used to end client services, why clients may need to be transferred from one professional to another, the transfer process, and the purpose of a discharge plan. The information links to sections on client referral in the chapter and to material on program improvement in Chapter 11, "Working within the Organizational Context."
  • A new concluding chapter, "The Case Manager's Professional Growth and Development," discusses how case managers begin and sustain their professional growth and development. Among other topics, students learn about the need for survival skills to counter burnout, traumatic victimization, and compassion fatigue. The chapter ends with a discussion of leadership and introduces a new model of case management -- adaptive social service leadership -- that will help case managers respond to the dynamic nature of social services in today's world.
  • New or expanded sections provide readers with insights into case management as it relates to the Affordable Care Act; confidentiality (minors, interpreters, technology); influences of technology (including social media) throughout the case management process; assessment and the DSM-5; networking; confronting team issues and challenges; the online face of an agency; improving services through evidence-based practice, program evaluation, and quality improvement; and interorganizational collaboration.
  • Throughout each chapter, the authors include opportunities for skill development and reflection that can be used for individual work, small group work, or class discussion. For example, one activity asks students to choose ethical standards from the Code of Ethics of the National Association of Social Workers and from the Ethical Standards for Human Service Professionals, and then describe ways that they might apply these standards when working as a case manager.
  • New figures and tables clarify the material and help students to organize the concepts presented. For example, a table in Chapter 3 organizes methods of service delivery based on how and by whom the services are delivered. A table in Chapter 10 helps students structure their own professional development plans.
  • The text provides a realistic and current view of case management, helping beginning practitioners develop the skills they need to coordinate and provide services to a variety of populations. It emphasizes strengths-based case management, presenting content and skills that enable students to focus on empowerment and the whole person. The book also focuses on the "how to" of gathering information, writing reports, assessing clients' progress, and seeking out resources as a client advocate. Examples of case notes equip students with models for creating their own case notes as case managers.
  • Each chapter of the text builds upon the next. Understanding case management and the roles and responsibilities of the case manager becomes a dynamic process as students learn to define the concepts, understand the process from assessment to termination, and study the context in which the work takes place.
  • Throughout the text, quotes from interviews with case managers illustrate aspects of the case management process and ways chapter concepts occur within a service delivery context. The practitioners represented in the text reaffirm the use of case management in a variety of settings (e.g., education, vocational rehabilitation, child and family services, mental health, corrections, substance abuse) and with various populations (e.g., aging, veterans, homeless, children and youth, and the mentally ill).
  • Each chapter includes multiple vignettes and case examples to expand student understanding of the concepts introduced. For example, Chapter 6 describes "Pops" Bellini's report of his mental status exam. In Chapter 7, Tom Rozanski interviews Jonathan Douglass, a youth involved in the criminal justice system. Readers meet Rube Manning, an adult parolee attempting to integrate into society after release from prison, in Chapter 9. In Chapter 11, Carlotta Sanchez begins working as a case manager for the Sexual Assault Crisis Center in a city of 400,000.
  • Each chapter includes a case study (either embedded throughout the chapter or presented at the end of the chapter) designed to help students apply concepts to practice. Questions at the end of each case study guide student learning.
  • Voices from the Field features show students how text material relates to current case management practices in government, agencies, and private practice. For example, Chapter 3 introduces the Reach to Recovery International Network, whose mission is to "improve the quality of life for women with breast cancer and their families." In Chapter 4, the authors include the Occupational Safety and Health Administration (OSHA) Guidelines for Preventing Workplace Violence for Health Care and Social Service Workers.
  • A Want More Information? section in each chapter targets one concept and provides ways that students may further investigate the most current practices in case management. For example, Chapter 3's feature asks students to search such terms as "case management roles" and "case management responsibilities." Chapter 9's section focuses on social history formats used in the state of North Carolina.
  • Organizational and study materials frame the content in each chapter. These include chapter-opening learning objectives, a chapter summary, key terms, and review questions.
1. Introduction to Case Management.
2. Historical Perspectives on Case Management.
3. Methods of Delivering Case Management Services.
4. Ethical and Legal Perspectives.
5. Working with Diverse Populations.
6. The Assessment Phase of Case Management.
7. Effective Intake Interviewing Skills.
8. Service Delivery Planning.
9. Building a Case File.
10. Service Coordination.
11. Working within the Organizational Context.
12. The Case Manager's Professional Growth and Development.
Each MindTap product offers the full, mobile-ready textbook combined with superior and proven learning tools at one affordable price. Students who purchase digital access can add a print option at any time when a print option is available for their course.

This Cengage solution can be seamlessly integrated into most Learning Management Systems (Blackboard, Brightspace by D2L, Canvas, Moodle, and more) but does require a different ISBN for access codes. Please work with your Cengage Learning Consultant to ensure the proper course set up and ordering information. For additional information, please visit the LMS Integration site.

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  • ISBN-10: 1337283983
  • ISBN-13: 9781337283984
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Increasing Student Learning Outcomes with MindTap

Research study demonstrates that students using MindTap substantially increased their content knowledge and skills over the course of a semester.

"This is a comprehensive textbook on generalist case manager that is chock full of examples and narratives from the field. This textbook does well to address topics that apply to a variety of case management models and roles."

"This is an excellent text that is well written in a manner that students new to the topic are able to comprehend. At the end of my course they must combine all of the techniques and skills into a portfolio/final project. Most students do well, which I attribute to the text!"

Cengage provides a range of supplements that are updated in coordination with the main title selection. For more information about these supplements, contact your Learning Consultant.


Online PowerPoint®

ISBN: 9781337287845
These vibrant Microsoft® PowerPoint® lecture slides for each chapter assist you with your lecture by providing concept coverage using images, figures, and tables directly from the textbook.

Online Test Bank

ISBN: 9781337287838
Organize your course and capture your students' attention with the resources found in the Test Bank, including multiple-choice, true/false, short-answer, and essay questions -- most with answers and page references for each chapter of the text.

Online Instructor's Manual

ISBN: 9781337287821
This detailed manual provides sample syllabi, course guidelines, in-class exercises, and chapter objectives to assist instructors in teaching the course.