In the face of a global pandemic, from the beginning to the path towards vaccination, case managers have demonstrated extraordinary resilience paralleled with empathy, compassionate care and a commitment to helping others navigate through a time of adversity and uncertainty, especially the vulnerable and underserved populations. Case managers often serve as the connecting link to resources and are an integral part to supporting evidence based practices, promoting disease management strategies and are instrumental in helping to close gaps in care, ultimately supporting the collective well-being of the community they serve. The core principles of case management necessitates continuous growth and development as a provider in order to best meet the needs of those served. This community health and social crisis landed Case Managers in a position of needing to lead and problem-solve for others while also navigating their own fears and uncertainty to forge a path towards resilience. In this session, case managers will learn how a national leader in the healthcare industry supported and engaged clinicians by creating an agile environment for increased cultural awareness and practice. Throughout this presentation, we will explore the approach to supporting the clinical team to lead with compassion and cultural humility, and how providing “human” care applies to models of care for the future.

OBJECTIVES:

• Define what it means to provide culturally competent care in the midst of a global pandemic, while faced with social unrest.
• Describe the critical role of care managers in connection to culture, communication and community resilience.
• Describe the organization’s response to the impact of the pandemic and social unrest on the people they serve and Explore the leadership support and resources necessary for case manager resilience and the impact on engagement, job satisfaction and client

PRESENTERS:
Eileen Zenker, LCSW, CCM
Natasha Gooden-Williams, RN