Case managers play a really important role in helping people navigate complex systems and access the resources they need to improve their lives. Think of them as guides or coordinators who work behind the scenes to make sure individuals get the support they need, whether it’s related to healthcare, mental health, social services, or other areas. Here’s a breakdown of what they do:

Case managers start by getting to know the person they’re helping. They assess their situation, needs, and goals—whether it’s safety, accessing resource, medical care, managing mental health, or overcoming addiction.

Once they understand the person’s needs, case managers develop a personalised plan. This plan outlines the steps needed to achieve their goals, like connecting them to specific services, programs, or resources. Case managers act as a bridge between the person and the services they need. They might connect someone to healthcare providers, counsellors, social programs or resources. They also make sure all these services work together smoothly. They require the cooperation of those they are working with, the service is only as effective as the effort put in by the person they are supporting.

Case managers don’t just set things up and walk away. They regularly check in to see how things are going, adjust the plan if needed, and provide ongoing support. Once the person is safe and stable, the case will be closed providing the opportunity for someone else to access services.

As part of providing case management, case managers will need to collect and record personal information from you that is relevant to your current situation. This information is a necessary part of the assessment and plan provided to you. All information and records regarding you will be kept strictly confidential.

Case Managers will not normally release any information about you to anyone else, unless you give a written and signed request to do so. There are some possible exceptions to this rule:

• If you report that you are going to hurt yourself.
• If you report that you are going to hurt someone else.
• If we have reason to suspect a child is at risk of harm.
• If we become aware of illegal activity, such as drug trafficking.
• If the information is subpoenaed for legal or court proceedings.

Case Managers may seek supervision or consult with other professionals for optimal care and professional development. Case Managers do not reveal the client’s identity during consultations or supervision.

The PEMA Secretariat has case managers who support people experiencing violence in the home or children who are in difficult circumstances, such as being victims of violence or neglect. Unfortunately, case managers cannot provide employment support or financial aid.

To link with a case manager, call 1098 to be referred by a Phone Support Worker.