| Summary: | 碩士 === 南華大學 === 非營利事業管理研究所 === 91 === Case management has been widely by NPOs since the increasing complexity of the client’s problem. Case management is a process for helping people who lives are unsatisfying and unproductive due to varieties of problem, so that the process itself always involves several helpers from different professions. From the view of service management, case management is “process approach” of service integration in order to improve the service quality and service performance of organization through customer’s feedback. The study attempts to explore how NPOs in Taiwan deal with the casement, what limitation and difficulty they will get in the case management, and finally, how to solve these problems.
The method used here is qualitative analysis. All the data were collected by open-ended interviews with social workers who work in NPOs of aging, child, disable in Taitung. There are 4 factors (Organization, Personnel, Process & Performance) taken into consideration. The summary of research result is in the following:
1. Planning and Execution of Case management in organization
(1) In the factor of organization, there are some different about the authority & responsibility shapes in organizations. The application of information technology is insufficient.
(2) In the factor of personnel, the method of communication is that case managers communicate with clients through face to face or by telephone. The supervision system is not developed. The supervision of case managers is by self-supervision or staff-supervision.
(3) In the factor of process, the case management is standardized, documented but rarely made publicized. The feedback system hasn’t developed yet.
(4) In the factor of performance, the Evaluation of performance comes from the subjective assessment of organization.
2. The difficulty that case managers will encounter in the operation of service process
(1) In the factor of knowledge & skill, it lacks of professional or qualified personnel to train the case managers. All the knowledge & skills of case management depends upon supervisors only.
(2) In the factor of external resources, it’s hard to coordinate resources due to lack of referable external resources.
(3) In the geographic factor, the availability of services may be limited by the traffic problem.
(4) In the factor of control system, control system of service management is not set up in organization. It shows the gap of service in case management.
The result revealed 4 suggestions as following for case management in NPOs.
(1) Strengthening the planning and management of non-profit organization, and the training, awareness, competence of case manager.
(2) Using the information technology to establish the common platform in order to make case management service visible and public.
(3) Coordinating resources through the strategic alliance mechanism
(4) Engaging in process control and evaluating the service performance to keep continuous improvement of the integrated service in case management.
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