Case Manager Interview Questions and Concepts

Vocabulary practice flashcards based on the Case Manager interview preparation transcript, focusing on key roles, supervisory strategies, crisis protocols, and advocacy standards.

Introduce Yourself

I am Tanzina Jami. A CVAP Advocate at the 108 precinct for over a year.

Safe Horizon

The victim assistance organization where Tanzina works and is applying for a management role to support advocates, allocate resources, and ensure quality client services.

Effective Leadership

Being approachable, consistent, and accountable; leading by example, communicating clearly, setting expectations, and ensuring staff feel guided toward a common goal.

Supportive but Structured Management Style

A leadership approach where staff feel comfortable asking questions and communicating, while maintaining clear expectations and holding everyone to the same professional standards.

Staff Supervision and Management

The specific professional area Tanzina identifies as wanting to further develop through learning, receiving feedback, and building supervisory skills.

Constructive Feedback Delivery

A supervisory practice that focuses on specific behaviors rather than personal critiques, intended to help staff improve performance and meet program expectations.

Team Burnout Mitigation

Checking in with staff, acknowledging the emotional demands of victim services, managing workloads appropriately, discussing challenges during supervision, and encouraging self-care.

CMS Documentation

Case management system record-keeping that must be balanced alongside direct client care to ensure continuity of care, program accountability, and timely documentation.

Confidentiality Breach Protocol

The immediate procedure of determining what client information was shared and with whom, assessing safety and privacy impacts, adhering to incident-reporting protocols, and consulting leadership.

Caseload Overwhelm Protocol

Taking staff concerns seriously, reviewing open cases to address urgent client needs, exploring redistribution of tasks, and connecting the advocate to support resources.

Trauma-Informed Care

Recognizing that individuals experience trauma differently, approaching clients with patience, compassion, and nonjudgment, and creating a space where clients feel heard, respected, and empowered to make their own choices.

Client Autonomy

The practice of providing information, support, and options rather than deciding for clients, while respecting their hesitation and personal decisions without pressure.

Safety Planning

Working collaboratively with a client in danger to design a customized plan matching their unique circumstances and comfort level without making assumptions about what is best for them.

Priority Management

Organizing tasks by urgency, client safety, and deadlines; delegating when appropriate, maintaining team communication, and regularly reassessing changing priorities.

Team Performance Evaluation

Measuring success by assessing client service quality, timely documentation, follow-up, and feedback, rather than evaluating performance solely by quantitative metrics.

Victim-Centered Advocacy

Keeping the client's needs, experiences, and decisions at the center of all work, providing nonjudgmental resources, and empowering them rather than dictating choices.

Diversity, Equity, and Inclusion (DEI)

Cultivating an environment where staff and clients feel respected and valued, recognizing how diverse backgrounds affect service access, and fostering cultural awareness and ongoing learning.