ReWORKing Welfare Technical Assistance for States and Localities. V. Working with Participants: Advice on Case Management


Case managers are the front-line staff who translate program policy into practice. Work first case managers must balance two roles: they are responsible for enforcing program mandates and completing administrative tasks, and they act as guides and advisors as participants move through the program. Case managers are responsible for helping participants chart their path off welfare, motivating participants to work toward employment, monitoring participants' progress in program activities, and helping participants overcome barriers-both real and perceived-to successful employment. Part V of this guide (sections 32-36) can help programs create environments that support case managers as they take on these challenging roles, and can provide case managers with some tools to succeed.