The relationship between a case manager and a client is a complex one – and can take some getting used to if you’ve never experienced it before.
While clients naturally understand the position that the solicitor or insurer takes, the role of a case manager is separate and not widely understood in society.
So, here are five useful pieces of advice that we wish every new client could hear before their relationship with a case manager begins.
Remember why your case manager is there
Your case manager is there to help you, the client. The case manager wants only to uphold their responsibility to deliver you the best possible rehabilitation.
However, it’s important to keep their role separate from your compensation claim: even though the case manager may have been recommended or referred by your solicitor, they are a neutral party when it comes to the legal side of things and are solely focused on your rehabilitation.
Look for industry accreditations
It’s a good idea to work with case managers who are registered with BABICM and CMSUK: these organisations carry out essential work, guiding standards of practice, delivering training and ensuring case managers are informed on current case law.
Remember: you’re the client, and it’s your rehabilitation at stake. It’s ok to ask your solicitor or insurer if the case manager they are putting forward has these accreditations.
Seek regular face-to-face contact
Face-to-face contact is critical for case managers and their clients, and it forms the basis of our business model. It’s why Unite Professionals has a UK-wide network of case managers who are within easy reach of the majority of the population. Rehabilitation is a complex business that requires an in-depth understanding of clients’ individual needs, as well as being able to monitor their progress and achievement of goals.
The best possible rehabilitation paths can be overlooked without regular close client contact.
It’s important to feel comfortable
You should feel comfortable with your case manager and feel able to trust them completely: remember this person will be able to access the best possible rehabilitation. They will have years of experience, and will be able to recommend the best course of action to get your rehabilitation on the right track – and keep it there.
If you’re finding it’s not right for you, you can speak to your solicitor or insurer and seek an alternative arrangement.
Remember a case manager’s duty of care is to you
Your case manager is there to guide, monitor and review the progress of your rehabilitation. They have a duty of care to you, and are not part of the litigation process. They do not answer to solicitors or insurers: they are there to help you.