Q&A: Improving care for victims of violence

Q: When working with victims of violence, what steps can case managers take to improve outcomes?

A: Below are some tips and strategies that can be effective when working with victims of violence:

• Connect with patients and build trust. Establishing a connection can be easier for some than others. For example, Leonard Spain, who works as a case manager for the John Hopkins Hospital-based violence intervention program in Baltimore, shares his own story with his patients. Spain survived a gunshot wound, served time in jail, and went on to earn his master’s degree in conflict management when he returned. At times, a case manager’s personal story can resonate with his or her patients.

• Encourage patients to identify their own goals. Case managers often have plenty of resources available for clients. Sometimes the issue is convincing the clients to accept those resources. Spain preaches patience. He warns against imposing mandatory goals and timelines. These traditional strategies might not be effective with a patient population that has experienced violence and trauma. Instead, case managers should allow clients to meet self-identified goals and needs.
• Provide needed assistance. This could include a wide range of services. “Basically, whatever they need help with,” Spain says. “We Uber them to the office. We go to court with them if they have court dates. We speak to parole [officers] and we connect them to other services, as well.”
• Defuse conflicts. In some cases, patients are discharged from the hospital and remain afraid that they may be the target of violence again. If your organization can align with other community organizations to execute strategies such as conflict mediation, patients may feel safer upon returning home.
• Define success differently.  Approach each situation on a case-by-case basis. For some clients, a success story may look traditional. For others, incremental progress should be noted. An improvement in decision-making and utilization of resources should be considered a success, too.

For more information, see Case Management Monthly.