Know the Why: How Great Case Managers Lead Their Clients and Their Team

Every case manager is a leader who must know how to effectively employ leadership skills throughout the case management process to build effective relationships which result in smooth transitions of care, adherence to treatment plans, and ultimately better outcomes. In addition, it is the professional responsibility of every experienced case manager to mentor and coach less experienced case managers. Case management supervisors, managers, and directors have the additional responsibility of bringing everyone on their team together towards common goals. 

Nurturing a culture of engagement is at the heart of every great case manager leader, whether they are leading their clients or their team. We all know increased client engagement results in better outcomes. This crosses over to employee engagement also. Engagement unleashes untapped potential, creativity, and drive. But how do you foster engagement? By helping others discover their why. 

By the end of this session, you will know how to discover your why and help your clients and team members discover theirs. This information will help you to ignite your results by energizing, motivating, and inspiring others. Whether an experienced, new, or aspiring leader, this session will enable you to reach your leadership potential, inspire and motivate others, and lead with integrity. 

Learner Outcomes:

At the end of the presentation, the learner will be able to:

  • Identify ways to nurture a culture of engaged individuals.
  • Explain why maintaining objectivity is important when leading clients and colleagues.

This content will apply to the following Ethical Principles (Commission for Case Manager Certification 2015) Principles.  Board certified Case Managers will: 

  • Principle 3 always maintain objectivity in their relationship with their clients.

This content will apply to the following Ethical Principles and Standards from the Code of Ethics (National Association of Social Workers, 2017). 

  • Ethical Principles:
    • dignity and worth of the person
    • importance of human relationships
    • integrity
    • competence.
  • Ethical Standards:
    • Social Workers’ Ethical Responsibilities to Clients
      • 1.02 Self-Determination
      • 1.04 Competence
      • 1.05 Cultural Awareness and Social Diversity
    • Social Workers’ Ethical Responsibilities to Colleagues
      • 2.01 Respect


deanna gillingham

Deanna Cooper Gillingham is an RN, Certified Case Manager, Author, and Entrepreneur. She has extensive clinical and case management experience including complex case management, transplant case management, Med Surg, Dialysis, Oncology, Hospice, SICU, LDRP, L&D, and Ambulatory Care. She has also worked as a travel nurse, agency nurse, and patient service representative.

Deanna is the author of CCM Certification Made Easy: Your Guide to Passing the Certified Case Manager Exam and Foundations of Case Management. She is the developer of several courses for nurses and case managers and is a digital journalist. 

Deanna is passionate about developing the case management workforce. As co-founder and CEO of the Case Management Institute, she is dedicated to decreasing barriers to entry into this profession and developing case managers into leaders. She is also the leader and co-founder of the Case Managers Community, a Facebook group of over 12,000 committed case managers.