Family Case Manager Perceptions of Client Needs and System Services
The purpose of this study was to identify the perceptions of family case managers (FCMs) regarding case status and service array across the state during year one of the new five-year Title IV-E Waiver demonstration. FCMs were asked to respond to questions about their most recently opened and closed cases as well as perceived need, availability, utilization, and effectiveness of services for children and families.
Methods:
Evaluators surveyed FCMs (n = 968) using an online instrument; 889 surveys were complete and used for analysis. The instrument asked FCMs questions about various child status indicators, including safety, permanency, and well-being, for their most recently opened and closed cases. The instrument listed a comprehensive array of services and asked FCMs to rate a) the need for that service, b) availability of that service when needed, c) the utilization of that service when available, and d) the effectiveness of that service when utilized. Perceptions were rated on a five-point Likert scale; higher scores were reflective of a more positive child status and greater need, availability, utilization, and effective.
Results:
Respondents ranged in age from 22 to 69 years (m = 34.9). The majority of respondents identified as being White (72.6%) and female (83.4%). On average, respondents had served in their current role for about four years (M = 4.39). At case opening, cases were reported to be at about the midpoint for safety, permanency, and well-being (m = 3.0, 3.16, 3.06) and improved considerably for the most recently closed case (m = 4.03, 4.11, 4.02). Although these ratings refer to different individual cases, they may be considered representative of all cases opened and closed for this large sample. Overall, FCMs reported most services were “sometimes” or “usually” needed, available, and utilized. FCMs reported most services were moderately effective when utilized. Services perceived as most frequently needed included home-based case management, health care, public assistance, mental health, substance abuse, and employment. Services perceived to be least available included employment, child care, housing, and legal assistance. FCMs reported that most services were usually utilized when available, with the exception of employment, father engagement, developmental disability services, and psycho-education. FCMs rated health and dental care, global funds, and miscellaneous services as most effective and substance abuse, mental health, employment, housing, domestic violence, and father engagement services as least effective.
Conclusions:
Service need, availability, utilization, and effectiveness are integral considerations for family preservation and reunification and have the potential to affect child status indicators of safety, permanency, and well-being. This study will serve as a baseline, providing information within a year of the new Waiver implementation. Evaluators plan to administer this survey annually for the next four years to determine if perceptions of case status and service array change following the Waiver’s implementation, as well as whether or not new services are created, existing services are expanded, or a combination of both.