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


  • 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.


  • 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.


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


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


  • 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.