What is the role of a case manager in community aged care? A qualitative study in Australia

You, Emily (Chuanmei), Dunt, David and Doyle, Colleen (2015) What is the role of a case manager in community aged care? A qualitative study in Australia. Health and Social Care in the Community, 24 4: 495-506. doi:10.1111/hsc.12238

Author You, Emily (Chuanmei)
Dunt, David
Doyle, Colleen
Title What is the role of a case manager in community aged care? A qualitative study in Australia
Journal name Health and Social Care in the Community   Check publisher's open access policy
ISSN 1365-2524
Publication date 2015-05-13
Year available 2015
Sub-type Article (original research)
DOI 10.1111/hsc.12238
Open Access Status Not yet assessed
Volume 24
Issue 4
Start page 495
End page 506
Total pages 12
Place of publication Chichester, West Sussex, United Kingdom
Publisher Wiley-Blackwell Publishing
Language eng
Formatted abstract
This study aimed to explore the perceptions of case managers about their roles in providing community aged care in Australia. Purposeful sampling was used and 33 qualitative semi-structured interviews with 47 participants were conducted. Participants were drawn from a list of all case managers working in aged care organisations that provided publicly funded case-managed community aged care programmes in the State of Victoria, Australia. Participant selection criteria included age, gender, job titles, professional backgrounds, practice locations, organisational attributes and organisational size. Data collection was implemented between September 2012 and March 2013. Thematic analysis was performed. Participants believed that case managers performed diverse roles based on clients’ needs. They also articulated 16 important roles of case managers, including advisors, advocates, carers, communicators, co-ordinators, educators, empowering clients, engaging clients and families, liaising with people, managing budgets, navigators, negotiators, networking with people, facilitators, problem solvers and supporters. However, they were concerned about brokers, mediators and counsellors in terms of the terminology or case managers’ willingness to perform these roles. Moreover, they perceived that neither gatekeepers nor direct service provision was case managers’ role. The findings of this study suggest that case managers working in community aged care sectors may be more effective if they practised the 16 roles aforementioned. With the value of helping rather than obstructing clients to access services, they may not act as gatekeepers. In addition, they may not provide services directly as opposed to their peers working in medical care settings. The findings will also assist organisations to design job descriptions specifying case managers’ roles and associated job responsibilities. Clear job descriptions will further benefit the organisations in staff recruitment, orientation and ongoing development, as well as facilitate case managers to set professional boundaries in the delivery of case management interventions to their clients.
Keyword Case management
Community aged care
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2016 Collection
Centre for Advanced Imaging Publications
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