To be a case manager, one must be courteous, diplomatic, caring, shrewd, persuasive, creative, supportive understanding, responsible, slow to anger, adaptable, a Sherlock Holmes, a motivator, up-to-date, good looking, have a good memory,acute business judgement, emotional stability and the embodiment of virtue, but with a good working knowledge of sin and evil in all its forms.
A case manager must understand insurance, electricity, chemistry, physiology, mechanics, architecture, physics, book keeping, banking, merchandising, selling, shipping, contracting, claims adjusting, law, medicine, real estate, horse trading and human nature. A case manager must be a coordinator, clinician, coach, therapist, educator, consumer, advocate and administrator.
A case manager must be a mind-reader, a hypnotist, and an athlete, must be acquainted with machinery of all types and materials of all kinds, and must know the current price of everything from a shoestring to a skyscraper, an aspirin to an amputation. They must know all, see all, tell nothing and be everywhere at the same time.
They must satisfy their client, their client’s family, their office, their client’s solicitor, the Care Standards Commission [Care Quality Commission], the Office of the Public Guardian, in a compensation claim, the claimant’s and the defendant’s experts, the local health and social services, local rehabilitation services and Headway.
Adapted from Nursefinders (1992), cited in Johnson, C. (2006) Rehabilitation, Case Management and Reintegration Chapter 8: p.121-136. In: Parker, J (Ed) Good Practice in Brain Injury Case Management. Jessica Kingsley Publishers: London and Philadelphia