Developing case/action plans
When a client seeks a service from an agency, it is very important that a case or action plan is developed collaboratively to best meet the needs of the client. You need to take a number of considerations into account to ensure this occurs:
Involve the client in the planning:
- Actively listen to the client's needs and wants.
- Identify and discuss any constraints on the client's ability to achieve identified goals, e.g. lack of finances, abilities, prerequisites, family responsibilities.
- Check that the client has understood the plan as it applies to them.
- Encourage questions and provide further feedback.
Provide a range of options:
- Offer activities and options which are appropriate and of interest to the client.
- Work on small steps that don't set the person up for failure.
Provide clear direction:
- Clearly state (both verbally and in written form, if appropriate) the exact steps required by the client and by the support worker.
- Ensure that the client has the information required to take action on their own.
Provide resources to ensure the client can take the required action:
- practical resources (e.g. telephone card, transport, cash.)
- worker support
Aim for the client to leave the interview with a clear understanding, feeling comfortable about the planning opportunity and about asking further questions at any time.