Using Metrics to Determine the Right Caseloads for Case Management Departments

Case Management Focus

Happy New Year! I hope you and your family had a great holiday. As we begin the New Year, many return to work renewed and ready to jump into our work. The New Year opens many opportunities to meet the resolutions that we set for ourselves.  

As a case management leader, I am sure you are looking at the new year and searching for ways to help your department be the best it can be. One of the most difficult challenges case management leaders face is ensuring their team has adequate caseloads to do their work efficiently and effectively.  

Over the years, much has been written about caseloads, with some answers but no real solutions to the frequently asked question: What is the right caseload for my team?  

I was talking to a case management colleague recently, and the subject of caseloads came up. She said her answer to this question is: “Is your team meeting the metrics you have set?” This was a great answer as it individualizes each department's uniqueness. There is no magic number for the right caseload for each department, as the work we do varies daily if not minute by minute.  

I wanted to discuss metrics and why they are essential.  

What are metrics?  

Metrics are numbers that tell you important information about a process under question. They give you insights and accurate measures about your processes' functioning and provide a base for you to suggest improvements. 

 The range of metrics companies can employ varies from those that are mandatory for legal, safety, or contractual purposes. Effective metrics allow you to track increases in efficiency, reductions in complaints, greater profits, and better savings. If you are not showing progress, you need to look at why. Caseloads can be a reason. 

Education to staff on your metrics.  

Your staff needs to understand the metric, how they can influence it, and what is expected. All metrics should be clearly defined so that an organization can benchmark its success. 

Showing your team’s value.  

Metrics will also help you show the value of your staff by demonstrating that you are meeting the metrics your team has developed.  

So, back to the question: What is the right caseload for my team? Answer: Look at your metrics! If you are meeting them, your caseload is appropriate. If you are not meeting them, talk to your team. What are their frustrations, what can be done to improve their work/workload? There is no magic answer, but looking at your metrics is a good first step.  

Talking to your team might reveal that they are bogged down in making appointments, ordering DME, or finding placement for complex patients. One solution might be creating a position for a case management assistant—someone who can do the tedious work that comes with our job. Having a good case management assistant can help your team.  

I hope this post helps you consider the question, " What is the right caseload for my department?"  

Please let me know if you have found ways to answer this question. I will use your tips in a future post.  

Have a good week!  

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