Human Services Methods
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Course Introduction
Human Services Methods explores the foundational techniques and best practices utilized by professionals in the human services field to support individuals, families, and communities. The course covers a range of intervention strategies, case management processes, and assessment tools, emphasizing ethical considerations, cultural competence, and client-centered approaches. Students will learn practical skills for engaging clients, developing service plans, implementing interventions, and evaluating outcomes, preparing them for effective practice in diverse human services settings.
Recommended Textbook
Fundamentals of Case Management Practice Skills for the Human Services 5th Edition by Nancy
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2
Chapter 1: Case Management: Definition and Responsibilities
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Q1) A plan that is formulated after the assessment phase is a/n?
Answer: <i>Individualized plan </i>
Q2) Briefly describe an assessment of a client and a few of the elements the case manager looks at to formulate a plan.
Answer: When assessing a client, a case manager looks at various elements to formulate a plan. This includes gathering information about the client's current situation, such as their living arrangements, support system, employment status, and any physical or mental health issues. The case manager also assesses the client's strengths, resources, and goals, as well as any barriers or challenges they may be facing. Additionally, the case manager considers the client's level of motivation and readiness for change. By taking all of these elements into account, the case manager can develop a comprehensive plan that addresses the client's needs and helps them work towards their goals.
Q3) What are the 4 levels of case management?
Answer: <i>Intensive,Administrative,Resource Coordination and Blended </i>
Q4) Beyond assessment and planning,what are the 2 other steps of case management?
Answer: <i>Monitoring and linking </i>
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Chapter 2: Ethics and Other Professional Responsibilities for Human
Service Workers
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Q1) Briefly describe the minimum necessary rule.
Answer: The minimum necessary rule refers to the principle that only the minimum amount of information necessary should be disclosed or used in a given situation. This rule is often applied in data privacy and security contexts, where organizations are required to limit the collection, use, and disclosure of personal information to only what is necessary for a specific purpose. By following this rule, organizations can minimize the risk of privacy breaches and ensure that individuals' personal information is protected.
Q2) The term confidentiality is best described as an ethical and (fill in the blank)concept. Answer: The term confidentiality is best described as an ethical and legal concept.
Q3) A care provider would not break a client's confidentiality when:
A) State law in the particular case does not include a duty to warn
B) The client poses a threat to others
C) The court mandates that the social service provider turns over certain information about the client
D) Your agency is sued for malpractice
Answer: A
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Chapter 3: Applying the Ecological Model: A Theoretical
Foundation for Human Services
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Q1) The service plan the human services worker designs for the client should be two-pronged and should include___________ interventions.
A) Life transitions and cognition
B) Substance abuse and job training
C) Workplace and community
D) Personal and environmental
Answer: D
Q2) Approaching the school superintendent together with the social service professionals in the children's case management unit to advocate for an improvement in the school's academic supports offered would be referred to as a(n)______ intervention.
A) Two-pronged
B) Macro-level
C) Transition
D) Meso-level
Answer: B
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Chapter 4: Cultural Competence
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Q1) Cultural competence in human services workers to improve cross-cultural communication is achieved by:
A) Being more adaptable to, and flexible in, choosing how to respond to situations
B) Focusing on serving one or two cultural groups in order to increase specialization
C) Increasing opportunities for persons from individualistic and collectivist cultures to interact
D) Attributing the client's negative behavior to the environment or his or her circumstances
Q2) In our efforts to improve communication with someone who is different from us,we:
A) Habitually categorize them
B) Establish eye contact with them
C) Remove distractions from the environment
D) Attribute their positive behavior to the environment or the circumstances
Q3) Name 4 countries that tend to be individualistic
Q4) Briefly define race.
Q5) Briefly define prejudice.
Q6) Describe what the author defines as a stranger?
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Page 6
Chapter 5: Attitudes and Boundaries
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Q1) The case manager may remind the client of someone from the past whom he or she dislikes.This is an example of:
A) False attributions
B) Positive transference
C) Negative transference
D) Countertransference
Q2) Briefly define transference.
Q3) 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
Q4) Name 2 false attributes.
Q5) Name 2 ways in which case managers discourage clients.
Q6) Briefly define countertransference.
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Page 7
Chapter 6: Clarifying Who Owns the Problem
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Q1) Suppose the client needs evening appointments,but the clinician works only during the day.This means:
A) The client owns the problem and must find a clinician who can accommodate the client's schedule
B) Both the client and the clinician own the problem, and it is an opportunity to negotiate a solution
C) The clinician owns the problem and must change the schedule to accommodate the client
D) Both the client and the clinician own the problem, but the clinician has the ultimate responsibility for finding the solution
Q2) When the client owns the problem,______.
A) The human services worker must take the reins in solving the problem
B) The human services worker must decide how much help to give
C) The client must take the reins in solving the problem
D) The client must demonstrate self-reliance in achieving the goal
Q3) Briefly describe why it is not uncaring to allow a client to own the problem.
Q4) Name the 4 reasons why it is important to know who owns the problem.
Q5) How should a case manager resolve an issue if they own the problem?
Q6) The person who owns the problem is the person whose (fill in the blank).
Page 8
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Chapter 7: Identifying Good Responses and Poor
Responses
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Q1) "Sounds like you really feel ...?" is an example of a(n):
A) Response to feelings
B) I-message
C) Open question
D) Closed question
Q2) Name 2 of the 4 major problems that can occur when you are communicating with a client.
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) Name the 4 roadblocks to communication.
Q5) "Thanks for telling me." Is an example of what?
Q6) What is the purpose of a closed question?
Q7) Describe and give 1 example of an open question.
Page 9
Q8) Provide an example of praising a client.
Q9) "It appears to me that ." Is an example of what?
Q10) What is the difference in giving false praise versus positive feedback?
Q11) Describe and give 2 examples of how a case manager can invite collaboration.
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Chapter 8: Listening and Responding
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Q1) When everyone is calmed down a bit,you take notice of the daughter trying to talk to her parents,who are busy with each other. <u>Write a statement or question that might help the parents take notice of their daughter.</u>
Q2) The parents tell you that they believe it is the 20 y.o.because they have seen their dtr.spending a lot of time with him. "She seems to see only him and she knows we totally disapprove!!!" Mom states. Meanwhile,the girl's father is quietly fuming and bursts out with "I should kill the B#$%&*#@D!" <u>Write a word that describes how these parents are feeling and write an empathic response.</u>
Q3) The daughter acknowledges her parents. She then asks them to please be quiet and listen to her. <u>Give an example of what you might say to help the daughter address her parents.</u>
Q4) The following is an example of an inadequate response to a client who is expressing her feelings about a family member's sudden death:
A) "It sounds like you are devastated."
B) "That must have been a shock!"
C) "That must have been so difficult for you."
D) "We just have to look on the bright side."
Q5) List 4 other words for that might describe anger.
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Chapter 9: Asking Questions
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Q1) Sometimes the worker needs to ask the client closed questions in order to:
A) Find a solution to the client's problem
B) Encourage the client to talk about the situation freely
C) Better understand which aspects of the situation are important to the client
D) Compile information for assessment and referral purposes
Q2) "Can you tell me about the night your father left?" is an example of:
A) A question that directs the clinician toward a solution
B) A closed question
C) A prying question
D) An open question
Q3) In formulating an open-ended question,it helps to:
A) Include an expression such as " a little bit more about " or " the larger picture " to soften the question
B) Avoid beginning the sentence with an expression such as "Can you ?" or "Could you ?"
C) Include one of the words "how," "why," "what," "when" and "where"
D) Avoid directives such as "summarize " or "describe ."
Q4) When asking a client multiple questions,what might the client begin to feel?
Q5) What are the 3 instances when it is necessary to ask questions?.
Q6) What is the trouble with starting a question with "Why?"
Page 12
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Chapter 10: Bringing up Difficult Issues
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Q1) When should a case manager introduce difficult issues: early in the relationship with a client or later?
Q2) A case manager should focus on tangible behavior.What does tangible mean?
Q3) Name one of the 5 reasons outlined in the book for addressing discrepancies with a client.
Q4) What is one of the 4 parts in constructing an "I" messages when addressing difficult issues with a client?
Q5) The clinician would like to make the I-message less threatening to the client and accomplishes this by:
A) Judging the client's motives
B) Appeasing the client
C) Collaborating with the client
D) Providing the client with a solution
Q6) Asking the client permission to share your ideas with him or her allows the clinician to:
A) Make sure the client takes responsibility for actions
B) Offer advice while still remaining in charge of the client's situation
C) Offer advice while still leaving the client in charge of his situation
D) Set an example of courtesy for the client
Page 13
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Chapter 11: Addressing and Disarming Anger
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Q1) Which of the following is not generally regarded as a "common" reason why clients become angered?
A) They have a history of feeling marginalized
B) Confusion
C) Psychopathology
D) The need for attention
Q2) <b>In at least 5 exchanges (that is,the client says 5 things and you say 5 things)disarm this angry client.</b> He says: "I am so sick and tired of saying the same thing over and over again. Every time I come in here it's a new worker. One gets married,one gets a better job,one goes on vacation and never comes back. We start <i>all</i> over again."
Write your answer as a process recording using the following format:
Q3) The client is angry and shouting in a room full of other clients who are eating lunch. The worker ignores the client,loudly clears the room of all the other clients in a breathless manner,yells at the shouting client,"We know what we're doing here! We know what is best for you! Don't you dare come in here and yell at me!<b>" List at least 4 things the worker did wrong</b>
Q4) Name one reasonwhy a client might be angry.
Q5) What are 2 reasons why it is important to disarm anger?
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Chapter 12: Collaborating With People for Change
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Sample Questions
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) Miller and Rollnick suggest that an effective precursor to the ability to "summarize" is a counselor's ability to engage in:
A) Collaboration
B) Reflective listening
C) Open-ended questioning
D) The fostering of self-determination
Q4) Name 2 of the 5 stages of change.
Q5) Coming Alongside is another way of saying what?
Q6) Name 3 things a cased manager can do/be in order to encourage clients.
Q7) As a case manager,give a few examples of how you would help your clients talk about change.
Q8) A key concept in Human Services and case manager is the client's right to self determination.Discuss your understanding of that concept in a few brief sentences.
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Chapter 13: Case Management Principles: Optional Review
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Q1) 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
Q2) While assessing the mood of the person undergoing a phone intake,it is essential to concurrently,if applicable,assess and record information regarding:
A) Risks of harm to self and/or others
B) Intonation of voice
C) Intonation of voice.
D) Motivation
Q3) On a verification form,what date should a case manager put on the date line?
Q4) Name 2 of the 4 guidelines for filling out forms.
Q5) The information included in Step 1,at the top of the form,is:
A) Person's name, DOB, your name
B) Person's name, sex, DOB, address, your name
C) Person's name, sex, DOB, address
D) Person's name, DOB, sex, address, type of referral, your name
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Chapter 14: Documenting Initial Inquiries
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Q1) If the client is a returnee to your agency,checking past records can compromise objectivity; therefore,it is discouraged.This is:
A) Always true
B) Seldom true
C) Conditionally true
D) Never true
Q2) The initial meeting is the time to discuss:
A) Confidentiality and portability
B) Confidentiality, portability, and your theoretical approach
C) Portability, secrecy, confidentiality, insurance reimbursement, and final treatment plan
D) Portability, confidentiality, and limitations of confidentiality
Q3) Alfredo has a photo on his office wall depicting him and his wife standing on the pink sandy beach of an island locale.This is likely to:
A) Foster relaxation
B) Instill a feeling of universal well-being
C) Create a myriad of negative reactions
D) Help Alfredo cope with the pressures inherent in his work
Q4) The general purpose of an initial interview is to .
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Chapter 15: The First Interview
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Q1) Write one question a case manager might ask a client for their assessment of the problem.
Q2) Social histories:
A) Are uniform from agency to agency
B) Vary widely from profession to profession in terms of format
C) Can be almost indiscernible from place to place
D) Generally contain the same information though wording and format can differ markedly
Q3) What is a valid concern when using electronic or mobile devices in taking social histories? What are ways to remedy that?
Q4) Brief intakes are:
A) Mostly for therapy of short duration
B) A result of external pressures placed upon counseling professionals
C) For clients whose problems are generally clearly defined
D) Considered more effective as they take the focus off of unimportant issues
Q5) What are the 3 things that should be included on a brief social history?
Q6) There are advantages to taking a social history in a client's home.Briefly discuss what they are and what are the disadvantages.
Q7) Name 2 things a case manager might note under <i>impressions.</i>
Page 18
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Chapter 16: Social Histories and Assessment Forms
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Q1) One of the key changes in the third edition of the DSM was that:
A) Unconscious motives were finally addressed
B) Unconscious motives were finally put on equal par with tangible symptomology
C) Unconscious motives were removed from reference
D) Statistical measures were introduced to accurately assess unconscious motives
Q2) Using the DSM-IV-TR,each individual received a diagnosis along with five separate:
A) Symptoms
B) Dimensions
C) Axes
D) Lists
Q3) During which period did morality and humane treatment enter the collective conscious of those seeking to effectively treat patients with mental illness?
A) Late 18th century
B) Turn of the 20th century
C) Early to mid-19th century
D) Late 19th century
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19
Chapter 17: Using the Dsm
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Q1) A euthymic mood is what type of mood? How does it differ from a labile mood?
Q2) 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
Q3) Loose associations refers to what type of behavior pattern?
Q4) The mental status examination hinges unequivocally on the practitioner's power of:
A) Diagnosis
B) Intuition
C) Observation
D) Deduction
Q5) Your subject,Steven,is having tangible difficulty participating in the interview.He frequently gets up from the couch and plays with his hands the duration of the interview.Steven's behavior might be described as:
A) Combative
B) Awkward
C) Hyperactive
D) Listless
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Chapter 18: The Mental Status Examination
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Q1) When releasing confidential information,you are obligated to ensure that your client understands:
A) His or her obligation as pertains to the release
B) Procedural aspects of the release
C) The aftermath of the release
D) Consequences of the release
Q2) A blanket release-of-information form is:
A) Highly efficient
B) Illegal
C) Professionally prudent
D) Recommended by the American Psychological Association (APA)
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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21
Chapter 19: Receiving and Releasing Information
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Q1) Lack of resources,culture,language,and mental illness all constitute potential ______________ to achieving goals.
A) Impediments
B) Obstacles
C) Barriers
D) Limitations
Q2) Which of the following is not a question that might typically be asked in a client's strength assessment?
A) "What's your turtle's name?"
B) "If you could spend Saturday afternoon with any member of your family, who would it be?"
C) "What TV programs do you watch with your friends Tony and Alfredo?"
D) "Having not succeeded as you would have liked to at pottery, would you be interested in painting?"
Q3) Intellectual Disability is most likely to affect which part of the service plan?
A) Follow through
B) Conception
C) Signing
D) Planning
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Page 22
Chapter 20: Developing a Service Plan at the Case Management Unit
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Q1) Name 2 elements of a case managers presentation at a planning meeting.
Q2) A panel of professionals that decides on which services to provide to the client would typically be:
A) Homogeneous
B) Interdisciplinary
C) Multidisciplinary
D) Large in number
Q3) Following the planning meeting,the case manager should meet with which individual first?
A) The client
B) A supervisor
C) The head of the panel
D) The head of the agency/agencies that will be providing treatment to the client
Q4) The presenter's case before the team should take approximately:
A) 5 minutes
B) 15 minutes
C) 30 minutes
D) 60 minutes
Page 23
Q5) Name the 3 things recommended to bring to a planning meeting.
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Chapter 21: Preparing for a Service Planning Conference or Disposition Planning Meeting
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Q1) The review date,in its strictest but fairest aspect,is a time to contemplate:
A) Criticism
B) Incompetence
C) Discontinuation of funding
D) Failure
Q2) How many dates appear on a typical referral form?
A) 3
B) 4
C) 2
D) 5
Q3) Refusal to identify next-of-kin is a:
A) Legitimate reason to deny services
B) Legal issue; there must be a person to be contacted in the event of an emergency
C) Generally regarded as a right of the client
D) Decision which must foster discussion between counselor and client
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24
Chapter 22: Making the Referral and Assembling the Record
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Q1) Name 4 significant disabilities that need to documented.
Q2) Provide 4 examples of a client's behavior that should be documented if it is significant.
Q3) The use of black ink when filling out case notes and other forms is:
A) Practical
B) Mandated by the APA, ACA, and a host of other professional organizations
C) Required by state and federal law
D) Required by federal law
Q4) Name the 3 types of contact a case manager might have with a client.
Q5) 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
Q6) List 5 words that could be construed as judgmental in documenting a contact with a client
Page 25
Q7) What are 2 governmental requirements when documenting a contact with a client?
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Chapter 23: Documentation and Recording
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Q1) Therapeutically speaking,a crisis:
A) Usually causes setback
B) Almost always results in relapse when the client is in recovery
C) Drains the limited resources of a case manager
D) Can be the catalyst for growth
Q2) List and describe the 4 steps involved in responding to a crisis.
Q3) Once the treatment plan is established and the counselee becomes part of a caseload:
A) The counselor has carte blanche to interview any relevant person.
B) The counselor has carte blanche to interview any relevant person as long as sensitive aspects of the case are not divulged.
C) Monitoring is subject to rules of confidentiality.
D) All aspects of the case can be discussed except for diagnoses and information pertaining to HIV-AIDS.
Q4) 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
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Chapter 24: Monitoring the Services or Treatment
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Q1) Brent attends Narcotics Anonymous (a client-led group)meetings as mandated by a court decision.His program objectives will be conceptualized by:
A) His NA "sponsor"
B) His case manager
C) He and his case manager
D) In most states, by the judge who ruled on his case
Q2) A target date can:
A) Be shortened only
B) Be extended only
C) Be shortened or extended
D) Not be changed without revising the entire treatment plan
Q3) The provider agency:
A) Receives general goals, which it then formulates into specific goals and objectives
B) Receives specific goals, which are scaled back into broader expectations
C) Makes no changes to the goals you have sent; they are simply a surrogate that enacts the plan
D) By law cannot deviate from the goals and objectives sent by the referring agency
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Chapter 25: Developing Goals and Objectives at the Provider Agency
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Q1) Name 3 feelings a client might have when the case is being terminated.
Q2) List 2 reasons why a case manager might close a case.
Q3) Which of the following is not necessarily an item that needs to be included in the discharge summary?
A) The reason the client turned to you for services initially
B) Diagnoses
C) Identified issues which were not addressed
D) Levels of rapport and communication established between counselor and counselee
Q4) The discharge summary must include at least ___ dates.
A) 2
B) 3
C) 4
D) 5
Q5) Which of the following is an acceptable way in which to close a case?
A) A warm phone call
B) A highly explanatory and detailed letter
C) Face to face
D) An e-mail, Skype, or IM
Q6) List 4 things that need to be included in the discharge summary.
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