Human Services Case Management
Pre-Test Questions
Course Introduction
Human Services Case Management introduces students to the core concepts and essential skills required for effective case management in the human services field. The course covers client engagement, assessment, service planning, resource coordination, advocacy, and documentation. Emphasis is placed on ethical and culturally responsive practices, communication, and collaboration with clients, families, and community agencies. Through practical scenarios and real-world applications, students develop abilities to support individuals and families as they navigate complex systems, access appropriate resources, and work toward positive outcomes.
Recommended Textbook
Fundamentals of Case Management Practice Skills for the Human Services 5th Edition by Nancy
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Chapter 1: Case Management: Definition and Responsibilities
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Sample Questions
Q1) Once the client has been linked to the services he or she needs,the case worker must:
A) Continue monitoring the client's progress and advocating for his or her needs
B) File a report and close the client's case
C) Allow the client's other social service workers' requirements to take precedence
D) Avoid contacting the client's other service professionals to coordinate care, in the interest of protecting the client's privacy
Answer: A
Q2) A case manager's interventions can be considered therapeutic in that:
A) The case manager is a trained psychotherapist
B) The case manager can provide medications that help the client deal with emotional disorders
C) The case manager can help the client learn life skills that will make the client more effective in his or her daily life
D) The case manager can treat the client's problems without making a referral to a clinical therapist
Answer: C
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3
Chapter 2: Ethics and Other Professional Responsibilities for
Human Service Workers
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Q1) A social service provider's ethical responsibilities to the individual in his or her care include:
A) Insisting on his or her solution to the client's problem
B) Meeting the client's own needs and best interest
C) Sharing personal concerns about his or her own life that are similar to the client's
D) Letting the client know of the social service provider's disappointment when the client did not follow the provider's advice
Answer: B
Q2) Guarding an individual's confidentiality means that the human services provider can/should:
A) Use an openly dated release of information form
B) Discuss the case only with colleagues for their professional opinion with a patient's verbal consent
C) Talk about the case with others, leaving out the patient's identifying information
D) Discuss the case with others to prevent the person from harming himself or herself
Answer: D
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4
Chapter 3: Applying the Ecological Model: A Theoretical
Foundation for Human Services
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Sample Questions
Q1) Some people have difficulty coping with the changes brought on by developmental transitions in life.These life stages may include:
A) Early shaping experiences
B) Prejudice and discrimination
C) Going to high school
D) Role status, conflict and strain
Answer: C
Q2) Aspects of the personal context that a person grew up in and is now functioning in (meso level context)include:
A) Social class
B) Motivation
C) Personality
D) Life transitions
Answer: A
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Chapter 4: Cultural Competence
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Sample Questions
Q1) Briefly define race.
Q2) Briefly define culture.
Q3) Briefly define ethnocentrism.
Q4) When we project our own assumptions about persons from a different culture,we:
A) Are creating the opportunity for clearer communication with them
B) Improve our understanding of their culture
C) Are including them into our group
D) Are attempting to reduce our own anxiety or uncertainty about them
Q5) Because of internalized verbal and nonverbal scripts within a culture that may be different from your own,you should:
A) Memorize the other culture's scripts to help the client adapt to his or her new environment
B) Check your perceptions with the person in a nonjudgmental way
C) Never confront the person about his or her behavior because that individual may take offence
D) Understand that some cultural perspectives are superior to others
Q6) What are 3 ways individualistic cultures view time?
Q7) Name 3 ways that people in collectivistic cultures handle conflict.
Page 6
Q8) Name 4 countries that tend to be individualistic
Q9) Name 4 countries that tend to be collectivistic.
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Page 7
Chapter 5: Attitudes and Boundaries
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Q1) A worker establishes a warm atmosphere by:
A) Directing the client to better decisions than the client would have made on his or her own
B) Expressing honest disapproval when the client's decision is likely to lead to further trouble
C) Refraining from suggesting change in order to avoid confrontation with the client
D) Being friendly, nonjudgmental and receptive
Q2) Briefly define countertransference.
Q3) Briefly define transference.
Q4) As case managers,we need to refrain from erecting boundaries that are not useful between ourselves and the client.This means:
A) Understanding that good service means first to protect yourself
B) Understanding the similarities in thought and behavior that you have with your client based on cultural similarities
C) Understanding the client's cultural characteristics if different from your own
D) Collaborating with the client rather than taking control of that person's care
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Chapter 6: Clarifying Who Owns the Problem
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Q1) When the clinician has a problem in the relationship with the client:
A) Arriving at a solution to the problem must be a shared responsibility
B) The clinician owns the problem and must solve the problem
C) This demonstrates that the client is not holding up his or her end of the therapeutic relationship
D) The clinician owns the problem, and the client can decide that he or she doesn't want to help the clinician solve it
Q2) How should a case manager resolve an issue if they own the problem?
Q3) The person who owns the problem is:
A) The client
B) The case manager
C) The person whose needs are not being met
D) Meddling and pushy
Q4) The clinician generally has information and resources at his or her fingertips; therefore:
A) The clinician can more effectively collaborate with the client on the solution
B) It puts the clinician in a better position to solve the client's problems
C) The client is not in a position to solve his or her own problems
D) The client has no opportunity to exercise self-determination and independence
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Chapter 7: Identifying Good Responses and Poor
Responses
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Q1) Describe and give 1 example of an open question.
Q2) "Sounds like you really feel ...?" is an example of a(n):
A) Response to feelings
B) I-message
C) Open question
D) Closed question
Q3) Responses that block communication are ones that:
A) Structure therapeutic communication
B) Aid the worker in hearing what is really important
C) Most likely promote withdrawal and defensiveness
D) Most likely promote rapport and clarity
Q4) "Can you describe ...?" is an example of a(n):
A) Response to feelings
B) I-message
C) Open question
D) Closed question
Q5) Name the 4 roadblocks to communication.
Q6) What is the difference in giving false praise versus positive feedback?
Q7) Describe and give 2 examples of how a case manager can invite collaboration.
Q8) What is the purpose of a closed question? Page 10
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Chapter 8: Listening and Responding
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Q1) Reflective listening gives clients the feeling that:
A) They are indeed in a crisis situation
B) They are truly being heard and understood
C) The worker is avoiding arriving at a solution to their problem
D) The clinician is being repetitive
Q2) The girl finally agrees to speak to her parents and she comes down stairs with you. She looks to you to begin the conversation. <u>Write an open ended question to assist the family in discussing the problem.</u>
Q3) In order to respond adequately to the client's underlying emotions,skilled listeners should:
A) Stay with clients until their emotions are drained off
B) Stay with their clients until the client cries
C) Offer suggestions from their own similar experiences
D) Receive more information by saying more
Q4) List the 2 positive reasons for reflective listening.
Q5) Listening to another person in a way that indicates concern is:
A) Not the role of the case worker
B) Distracting to the client
C) An important part of the healing process
D) A roadblock to communication
Page 12
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Chapter 9: Asking Questions
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Q1) Appropriate questions to ask during the interview include:
A) Those that explore tangential topics in order to satisfy your curiosity
B) Those that are value neutral
C) Those to which there is clearly one correct answer
D) Those to which the client is aware that you already know the answer
Q2) Open questions can serve to:
A) Clarify certain aspects of the other person's story
B) Make clients tense and defensive
C) Provide needed identifying information about the client
D) Put the clinician ill at ease
Q3) The effect of asking the client multiple questions during the interview can be:
A) That the client feels interrogated
B) That the worker gains much valuable information
C) Similar to asking open questions
D) That the worker progresses quickly toward finding a solution
Q4) Describe and give 2 examples of open questions a case manager might asked a client.
Q5) When asking a client multiple questions,what might the client begin to feel?
Q6) What is the trouble with starting a question with "Why?"
Q7) What are the 3 instances when it is necessary to ask questions?.
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Chapter 10: Bringing up Difficult Issues
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Q1) The clinician uses confrontation because:
A) The clinician owns the problem
B) The client owns the problem
C) Both the clinician and the client own the problem
D) It is up to the client to find a solution
Q2) At times,the clinician must advocate for the client by confronting others who may be interfering with the clinician's ability to interact effectively with the client.The clinician's message in this case must be:
A) A request for advice or suggestion
B) Tentative
C) One in which a display of anger is justified
D) Pleasant, but firm
Q3) When a case manager needs to express a firmer message,there are 4 steps to the process.Describe them.
Q4) What is one of the 4 parts in constructing an "I" messages when addressing difficult issues with a client?
Q5) Name one of the 5 reasons outlined in the book for addressing discrepancies with a client.
Q6) A case manager should focus on tangible behavior.What does tangible mean?
Page 14
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Chapter 11: Addressing and Disarming Anger
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Q1) What part of the following statement is the case manager's opinion: <i>"I will honor your request but I feel you are avoiding a real source of help."</i>
Q2) The number one mistake case managers often make when clients are angry with them?
Q3) A client in a group setting is becoming more and more angry.You sense a palpable feeling that a violent outburst may be ready to occur,a situation that might present danger to others.The first and most critical step is:
A) Calling security or the police
B) Securing the safety of others
C) Utilizing reflective listening
D) Responding in a calm tone of voice
Q4) What is wrong with the following statement: <i>"You are not listening to me.I feel that you would be better off if you went to rehab."</i>
Q5) Focusing on a solution in order to disarm anger is best described as being:
A) Conciliatory
B) Reciprocal
C) Collaborative
D) Negotiated
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Chapter 12: Collaborating With People for Change
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Q1) Because change does not happen quickly,it is better viewed as:
A) A stage
B) A process
C) The responsibility of the client
D) An undertaking for higher functioning clients
Q2) In ch 12,the author states who is responsible for change?
Q3) A client presents a series of arguments as to why he or she cannot change.The counselor admits that the situation is helpless.This approach is:
A) A good example of reverse psychology
B) Shown to be effective in a number of studies
C) Beneficial in reframing the client's situation-that only with change can a positive outcome be achieved
D) Effective only in backing a client into an inescapable corner
Q4) Taking the client's side in reflective listening can be particularly effective when the client is expressing:
A) Anger
B) Being stuck in a quagmire
C) Reluctance
D) Rebelliousness
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Chapter 13: Case Management Principles: Optional Review
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Q1) Margaret is conducting the intake.The first place in which her name appears on the intake form is:
A) Step 1
B) Step 3
C) Step 9
D) At the bottom of the final page along with the date
Q2) A client intake is taking place.The individual has recently completed high school and is scheduled to begin studies at Wake Forest University in two short months.The line on the form pertaining to "school" should read:
A) Wake Forest University
B) Sunderland High School
C) "Vacation/Break"
D) N/A
Q3) Pertaining to the intake item of "chief complaint," it is essential to record:
A) Why the client called but only in general terms
B) The specific catalyst for the call
C) How the client obtained the contact details for the agency (if self-referred) plus the complaint itself
D) Why the client decided to call now
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Chapter 14: Documenting Initial Inquiries
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Sample Questions
Q1) Write an open question that can help the client begin to tell their story.
Q2) Prejudice,stereotypes,grudges,and counter-transference can enter into the completion of the intake by another party-an intake form which you as the counselor are now reviewing.Is this true?
A) No, we are all professionals.
B) No, it is too early for these forces to rear their heads; it is only an intake after all.
C) Yes, studies have proven this to be true.
D) Yes, this is the real world.
Q3) What is your understanding of<i> "door knob syndrome"?</i>
Q4) During the first interview,it is important for you to:
A) Formulate a good assessment
B) Convince a client he needs your help
C) Downplay a client's resistance to coming to your agency
D) Diagnose the client
Q5) Identify 1 thing a case manager can do to prepare for the initial interview with a client.
Q6) Discuss your thoughts on why having personal items (e.g.pictures of your family)may be inappropriate.
Q7) Name 2 tasks that need to be completed at the initial interview.
Page 18
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Chapter 15: The First Interview
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Q1) What are 3 things that are part of a person's background information for a social history?
Q2) Mr.Parsons is divorced.His children live with their mother who received full legal custody.Which of the following is deemed very important to ascertain?
A) Child-support arrangements
B) Recent court judgments
C) How the client believes his or her children feel
D) The degree of contact which the client has with his children
Q3) Therapeutically speaking,when interviewing the client about his or her religious affiliation,it is important to pay particular attention to:
A) Discomfort
B) Anger
C) Overdependence
D) Nonfulfillment
Q4) What is a valid concern when using electronic or mobile devices in taking social histories? What are ways to remedy that?
Q5) Write one question a case manager might ask a client for their assessment of the problem.
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Chapter 16: Social Histories and Assessment Forms
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Q1) Using the DSM-IV-TR,each individual received a diagnosis along with five separate: A) Symptoms
B) Dimensions
C) Axes
D) Lists
Q2) Where can you find "Other Conditions That May Be a Focus of Clinical Attention" in the DSM 5?
A) Dispersed throughout the diagnoses
B) In the back of the DSM
C) As a supplemental material on their website
D) In the front of the DSM
Q3) Emil Kraeplin compiled ____________________ in order to gain insight into diseases and their outcomes.
A) Statistical records
B) Symptoms
C) Patient self-reports
D) Practitioners' testimonies
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Chapter 17: Using the Dsm
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Q1) Client 1 has a Major Depressive Disorder with melancholic features.Using the DSM V,if available,write the code,symptoms and prevalence in the general population.
Q2) Steven comes in for his MSE in a ski parka and woolen winter hat.It is the second week of August.Steven's attire would be termed:
A) "Unconventional"
B) "Garish"
C) "Atypical"
D) "Unseasonal"
Q3) A "contemptuous" disposition on the part of the examinee would be comprised of:
A) Speaking while revealing little or nothing
B) A palpable air of superiority
C) An expressed sense of entitlement
D) Asking for favors or favorable treatment
Q4) What are some observations that would cause a case manager concern when doing a home visit? Would these be a symptom of an active mental illness?
Q5) What is the one appearance characteristic that a case manager should note on a MSE?
Q6) Describe what tardive dyskinesia is
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Chapter 18: The Mental Status Examination
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Q1) When sending general information on a past client which contains references to HIV-AIDS to an agency which requested it,an HIV-AIDS release is:
A) Always needed
B) Recommended
C) Never needed
D) Not always available and not always needed
Q2) Your client "M" has undergone an HIV test.Much to his relief,the test came back negative.The results can be released:
A) Freely
B) With verbal consent only
C) Without need for a formal release because the shame factor is no longer present
D) Only with the proper release form
Q3) When the assessment material which you sent for has been released and arrived,it is time to:
A) Breathe a sigh of relief
B) Make a DSM diagnosis
C) Format a service plan
D) Conduct an MSE
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Chapter 19: Receiving and Releasing Information
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Q1) Intellectual Disability is most likely to affect which part of the service plan?
A) Follow through
B) Conception
C) Signing
D) Planning
Q2) Name 3 common barriers that can prevent a case manager from fully understanding a client.
Q3) Lack of resources,culture,language,and mental illness all constitute potential ______________ to achieving goals.
A) Impediments
B) Obstacles
C) Barriers
D) Limitations
Q4) Deinstitutionalization directly led to which change in the planning and implementation of treatment plans:
A) More reasonable goals
B) Family involvement in the process
C) The mixture of therapy and more effective drugs
D) Less involvement in planning by the treating professional
Q5) What are 3 areas that a case manager might look to find strengths?
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Chapter 20: Developing a Service Plan at the Case Management Unit
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Q1) Name the 3 things recommended to bring to a planning meeting.
Q2) The presenter's case before the team should take approximately:
A) 5 minutes
B) 15 minutes
C) 30 minutes
D) 60 minutes
Q3) Name 2 elements of a case managers presentation at a planning meeting.
Q4) Which of the following is not a task of the case manager as pertains to the planning meeting?
A) Facilitation
B) Teaching
C) Advocacy
D) Service provision
Q5) The end of the planning meeting heralds the period of:
A) Resource funding
B) A tentative service plan
C) Referral
D) Ending the relationship with the client
Q6) What are the 3 goals for a planning meeting?
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Chapter 21: Preparing for a Service Planning Conference or Disposition Planning Meeting
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Q1) How many dates appear on a typical referral form?
A) 3
B) 4
C) 2
D) 5
Q2) The review date,in its strictest but fairest aspect,is a time to contemplate:
A) Criticism
B) Incompetence
C) Discontinuation of funding
D) Failure
Q3) In general,which of the following is not a typical procedural manner of making an initial referral?
A) Fax
B) E-mail
C) Phone
D) Old-fashioned mail in an envelope
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25
Chapter 22: Making the Referral and Assembling the Record
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Q1) Phil is not meeting the stated goals of his program.He is simply not achieving the levels of progress set forth in his treatment plan.The correct procedure as pertains to the treatment plan is:
A) Appending
B) Supplementing
C) Correcting
D) Revising
Q2) Which of the following is considered an appropriate note following a contact?
A) Stanley exhibited a highly repressed demeanor. Additionally, he appears to be exhibiting both transference and projection of anger. He appears to be decompensating.
B) Stanley appears to be fitting in well with the disabled people with whom he is working. He expressed a high degree of satisfaction and pride.
C) Stanley seemed discouraged, stating to me, I feel like less of a person than the other workers. His level of self-esteem appears to be low.
D) Stanley appears to be goal oriented. He is dressing professionally and adapting well to a work environment. He now stands straighter and makes frequent eye contact.
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Chapter 23: Documentation and Recording
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Q1) A client phones you.He states that he is undergoing a crisis.
A) Assess whether or not it is truly a crisis before responding fully
B) Assess whether it is a case of overdependence
C) Respond immediately
D) Respond immediately but only with open-ended questions
Q2) In terms of monitoring,and against the backdrop of increasingly limited funds for social services,in many ways,the case manager assumes the role of:
A) Auditor
B) Manager
C) Accountant
D) Cashier
Q3) Monitoring of treatment and/or services is a fundamental aspect in the demand for:
A) Progress
B) Goal achievement
C) An agency's seal of quality
D) Reimbursement
Q4) Describe how a case manager can monitor a client outside of the office environment.Be sure include the advantages of doing so.
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Chapter 24: Monitoring the Services or Treatment
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Q1) Long-term goals:
A) Are always long
B) Can be shortened only with a treatment-plan revision
C) Are long; however, with limitations on length of treatment, the term "long" is subjective
D) Can be more than one sentence since they are often more complex that their shorter counterparts.
Q2) Which of the following is a goal,not an objective?
A) "Damon will work an eight-hour shift."
B) "Damon will appear in uniform by 8 a.m. sharp."
C) "Damon will refrain from arguing with coworkers and his site supervisor."
D) "Damon will complete his work-adjustment training program as mandated by grades of 90% or higher in:"
Q3) Which of the following is not accurate regarding the program goal?
A) The goal is written in positive language.
B) A goal can be singular or multiscoped.
C) A goal statement is one sentence in length.
D) The client is the only focus of the goal.
Q4) Using the above example,now devise individual steps to achieve the goals and objectives.
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Chapter 25: Developing Goals and Objectives at the Provider Agency
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Q1) The chief importance of the discharge summary is:
A) As a tool to foster reimbursement of funds
B) As a formal manner for providing "closure"
C) As a roadmap to assist future providers in understanding the case
D) As a legal document to prove that all I's were dotted and all T's crossed
Q2) Medications noted on the discharge summary must include:
A) Any and all medications prescribed by doctors associated with the present case management team
B) Any and all medications prescribed by doctors, internal or external, during the tenure of the current treatment
C) Any and all medications prescribed by doctors during the past 5 years
D) Medications prescribed by doctors associated with the present case management team that have not been discontinued
Q3) The discharge summary must include at least ___ dates.
A) 2
B) 3
C) 4
D) 5
Q4) Name 3 feelings a client might have when the case is being terminated.
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