Lyceum Books



“Case management practice is here to stay. Frankel and Gelman provide a comprehensive response to what practitioners need to know.”

— Rosalind Kopstein, Rhode Island Community College

“This is a terrific resource for our beginning students—it guides them to needed skills, with appropriate theory.”

— Harriet Jardine, Macon State College


An Introduction to Concepts and Skills

Third edition

Arthur J. Frankel, University of North Carolina, Wilmington
Sheldon R. Gelman, Yeshiva University

Case managers provide an indispensable service, acting as both experts and liaisons to the wide variety of services, resources, and opportunities available to their clients. The authors use their extensive practice, classroom, and research experience to delineate clearly the steps of the case management process and to address the myriad roles case managers fill in different practice situations. By detailing the various processes and goals of case management and the different populations they help, the authors present a resource that is invaluable not only to social workers, but also to case managers in nursing centers, community mental health facilities, and criminal justice centers. 

The third edition of this essential and accessible book is updated to reflect the constantly changing nature of the helping professions. New and updated references provide readers with an array of options for pursuing specific aspects of case management. The book is attentive to the evolving needs of a variety of populations, and it now contains a new section on working with members of the military and their families. This edition also contains new information on case management within larger organizations that provide mental health services.


  • New! Working with members of the military, veterans, and their families
  • New! Addressing the necessity of accurate record keeping and accountability
  • New! Conducting case management within programs that offer broader mental health services
  • Updated references for pursuing specific aspects of case management
  • Practice-oriented chapters include exercises for teachers and trainers


Preface to the Third Edition
Preface to the First Edition

Part 1 Case Management Practice

1  The Evolution of Case Management Practice
What Is Case Management?
Managed Care vs. Case Management
Who Does Case Management, and in What Settings?
Where Does Case Management Training Occur?
Case Management Client Populations

2  Overview of Case Management Practice
Systems Theory
Case Management Functions
Case Management Models
Case Management Tasks
Confidentiality Issues
The Process of Case Management
Steps in the Case Management Process
For the Teacher or Trainer: Optional Exercises for Chapter 2

3  The Roles of a Case Manager
Direct Personal Support
Crisis Intervention
Short-Term Treatment Interventions
Service Coordinator
The Tracking/Follow-Up Role
Oversight and Purchase-of-Service Contracts
For the Teacher or Trainer: Optional Exercises for Chapter 3

4  An Example of Case Management
Defining the Problem
Determining the Severity of the Problem
Developing Hypotheses Concerning Why the Problem Is Occurring
Establishing Goals
Developing and Implementing a Service Intervention Plan
For the Teacher or Trainer: Optional Exercises for Chapter 4

Part 2  Case Management Skills

5  Interpersonal, Connecting, and Information-Gathering Skills
First Impressions and Diversity Issues
Basic Interviewing Skills
Attending to Personal Issues and Commonalities
Active Listening—Restating and Reframing
Focusing and Furthering
Empathy, Praise, and Support
Setting Boundaries
For the Teacher or Trainer: Optional Exercises for Chapter 5

6  Specialized Practice Skills
Determining Eligibility
Assessment—The Psycho-Social
Methods of Problem Identification
Establishing Problem Severity
Hypothesis Development
Goal Setting
For the Teacher or Trainer: Optional Exercises for Chapter 6

7  Additional Components of Case Management Intervention and Evaluation
Record Keeping
Evaluation of Case Management Practice
For the Teacher or Trainer: Optional Exercises for Chapter 7

Part 3  Case Management Populations and Problems

8  Case Management Issues with Special Populations
Developmental Disabilities
Health Care and Chronic Illness
Mental Health and Chronic Mental Illness
Child Welfare
Criminal Justice
The Homeless
The Military and Veterans
For the Teacher or Trainer: Optional Exercises for Chapter 8

9  Challenges and Visions
Challenges: Overcoming the Sisyphus Complex
Training, Accreditation, and Reputation
Staff Turnover
Cost-Containment or Provider-Driven Policies vs. Client-Driven Organizational Policies
Visions: Please, Won’t You Be My Neighbor?
Integrated Case Management
Relationship, Relationship, Relationship
The Community Approach: A Model for Case Management in the Future
A Case Example
Case Management and Direct Clinical Services
For the Teacher or Trainer: Optional Exercises for Chapter 9

Case Management Source Guide

About the Authors

Arthur J. Frankel (PhD, MSW, University of Michigan) is professor of social work at the University of North Carolina, Wilmington, and has previously taught at the University of Louisville and Rutgers University. He has written many publications relating to case management and has conducted extensive research in the areas of child welfare, the homeless, and forensic social work.

Sheldon R. Gelman (MSW, University of Pittsburgh; MSL, Yale University Law School; PhD, Heller School of Brandeis University) is professor and dean emeritus of the Wurzweiler School of Social Work at Yeshiva University in New York City. He is Fellow of the American Association on Intellectual and Developmental Disability. He has served on the boards of the Council of Social Work Education (CSWE), the American Association on Intellectual and Developmental Disability (AAIDD), and the National Association of Social Workers (NASW). He has published numerous articles dealing with the impact of legislation and policies on the delivery of social services.

2012 paperback, 208 pages, ISBN 978-1-935871-09-5, $41.95
2012 e-book, 208 pages, eISBN 978-1-935871-17-0, $30.00