Research Updates

The emotional demands of case management

Gabrielle Lis

Researchers take us to the struggling heart of case management, via focus groups with Australian case managers.

In the context of workers’ compensation, case managers play a pivotal but difficult role. They must maintain effective interpersonal relationships with claimants, employers, and rehabilitation and medical professionals, while also juggling the conflicting expectations of all these parties. They must make decisions that directly impact the wellbeing of claimants, such as determining access to treatment, income replacement, and the provision ...

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