Direct Service Delivery and Case Management (NNADAP, mental Health, Income Support, HRD and ASETS, ESD)

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Engagement

• The establishment of a working relationship through empathy, warmth and honesty.
• The ability to motivate and energize people in combination with rationality and sound judgment.

Intake

• Clarification of the help sought and realistic expectations.
• Discussion of issues aimed at defining the problem and the resources best suited to resolve them.

Data Collection and Strength Based Assessment

• Using different techniques to determine the nature and scope of the situation.
• Using different sources this process is individualized to identify commonalities and the uniqueness of the circumstance relevant to the client.

Collaboration, Planning and Contracting

• In conjunction with stakeholders, consensus of the information and strategies developed to address solutions in cooperation with the client.
• Identifying the key elements and designing the goals to guide action and allow for measurement of achievement and allow redesign where required.
• A contract signifies agreement and acceptance of the roles, responsibilities and duration of the work required.

Intervention

• Planned, methodical, indirect and direct actions taken to achieve the desired goals, objectives and outcomes.
  Monitoring
• Tracking and evaluating of intended actions that continues, corrects or replaces the plan.
• Creates the opportunity for flexibility and stability in the working process.

Closure

• In all cases, the change effort must end and the process of disengaging must be dealt with sensitively and compassionately.

Evaluation

• A final process of assessing effectiveness and responsibility inherent in providing program activities.
• Process of assessing the impact and effect of services is critical to validating the suitability of actions and decisions taken with respect to the person and community served.