DPSS ePolicy

To convert existing policy to new writing style

The GAIN Services Worker (GSW) and/or Contracted Case Manager (CCM) plays an integral part in the success of the GAIN participant as they engage in Welfare-to-Work (WtW) activities. A GSW/CCM is a case manager, career coach, cheerleader, empathetic listener, advocate, teacher, and mentor. These roles are essential for the Case Manager to help the participants reach their full potential through comprehensive case management, which includes being kind, caring, a good listener, and a motivator. The Case Manager needs to believe and inspire the participants to believe that they can be successful and have the independent life they want.

In order to be successful with the participant, the Case Manager should know how to be empathetic and listen actively. The Manager should build a bond with the participant that will encourage the participant to open and share personal barriers. Maintaining contact with the participant, at least monthly, will ensure that the Case Manager can assist in dealing with issues as they arise.
 

There are many factors that contribute to the participant’s success in the GAIN Program. One main contributing factor is the Case Manager’s role. The actions taken by the Case Manager as a career coach, cheerleader, empathetic listener, advocate, teacher, and mentor, influence the outcomes of the case to a certain extent. When a Case Manager is proactive and knows how to listen, the probability of participant success is higher.

Empathetic

Pertaining to the power of understanding and imaginatively entering another person's feelings.  Having the ability to put oneself in the other person's shoes and see things from their perspective.

Active Listening

Listening is not something that just happens (that is hearing); listening is an active process in which a conscious decision is made to listen to and understand the messages of the speaker.  Listeners should remain neutral and non-judgmental, this means trying not to take sides or form opinions, especially early in the conversation.  Active listening is also about patience - pauses and short periods of silence should be accepted.  Listeners should not be tempted to jump in with questions or comments every time there are a few seconds of silence.  Active listening involves giving the other person time to explore their thoughts and feelings, they should; therefore, be given adequate time. 

Active listening not only means focusing fully on the speaker but also actively showing verbal and non-verbal signs of listening:

1. Smiling;
2. Making eye contact;
3. Leaning forward;
4. Nodding when appropriate; and 
5. Providing appropriate feedback.

Conversely, active listening also means recognizing the speaker's body language and watching for cues that agree or disagree with verbal message being communicated.

Appropriate Feedback

Providing appropriate feedback refers to:

1. Rephrasing what was said by the speaker, i.e., "I thought I heard you say that..."; "This is what I am hearing..." Asking clarifying questions to ensure the message was captured accurately, i.e., "Help me to understand...", etc. 

In order to be an effective Case Manager, the Case Manager must:

Build a Bond

During every meeting with the participant or on the telephone, the Case Manager is to convey that they are there to help the participant achieve their desired goals.  The Case Manager needs to establish the link to how participating in WtW activities and finding employment will lead to increasingly higher levels of self-sufficiency, and the benefits and advantages that will go along with that.

Begin by Listening

The Case Manager needs to find out what is important to the participant, the concerns, fears, and/or problems which are holding the participant back; and mutually discuss how to achieve the success the participant wants.  This can be accomplished by asking open-ended questions and actively listening to the participant.  Demonstrating empathy toward the participant's problems, fears, and concerns inspires trust in the participant and may help uncover underlying issues that may prevent them from participating.

When a problem, other than Mental Health, Substance Use Disorder, and/or Domestic Violence, is uncovered, the Case Manager needs to work with the participant to find a solution.  For example, it may be helpful for the Case Manager to share some personal experiences to show how they dealt with a similar problem, such as finding child care, dealing with a difficult co-worker, or any other challenges.

Go Beyond Just Listening

To build a trusting bond with the participant, the Case Manager provides accurate information and makes referrals to WtW activities, including Specialized Supportive Services.  The Case Manager should use plain language to explain all documents so that the participant can understand, and answer all questions on GAIN activities, Exemptions, Compliance, Sanctions, Good Cause, Family Stabilization, and time clocks.  The Case Manager needs to ensure all supportive services have been authorized/received as needed. 

The Case Manager needs to respond promptly to all telephone calls from participants within one business day or sooner, whenever possible.  In addition, it is vital that actions promised, such as authorizing transportation, or any other approved ancillary be completed as promised.  Following through is critical in building and maintaining a positive relationship, as is frequent, supportive, and personal contact.

Review CalSAWS Thoroughly, Including But Not Limited to:

1. Customer Activities List to check activity type, case status, and verification of Job Readiness and Assessment completion;
2. Payment Request Search for authorized ancillaries;
3. WtW Status Detail to check non-compliance history;
4. Barriers List for present or historical Specialized Supportive Services; and
5. Journal Detail for documented case history.

Documenting the Case

It is critical to document all interactions with the participant and all actions taken on the case.  Documentation should include all pertinent information that answers the following questions: Who? What? When? Where? Why?

The information documented in the CalSAWS Journal should be clear and concise.  It should also be objective and unbiased, as there are many stakeholders that review the case for various reasons (e.g., Appeals & State Hearings, GAIN Program, Management Information & Evaluation, etc.). 

N/A

N/A