Research protocol
We recruited 3,433 respondents from 32 states in the United States and narrowed the polling group to 89 case managers who completed the entire digital survey. Eighty-two percent of the respondents identified as female.
About Our Sample
Line of work
The majority of respondents worked in youth and family services (26%), public sector of government (18%), or homelessness (17%). Ten percent worked in domestic violence or employment services.
Tenure of respondents
Nearly half of respondents have worked in case management for more than 15 years, and an additional 20% have worked in the field for more than eight years. Forty percent of respondents worked in case management for fewer than eight years.
In addition to years of professional, on-the-job experience, case management jobs typically require a four-year degree in social work, nursing, or psychology, and some roles require a master’s degree. In addition to an undergraduate or graduate-level education, case managers must be trained and certified to enter the field.
Core traits of respondents
Good case management requires hard work, patience, and continued dedication. It is a multi-faceted, often fast-paced, and demanding profession.
According to the 2021 survey results, communication, empathy, and problem-solving skills were ranked among the most important traits for case managers.
These professionals must also organize large amounts of confidential client information, which is why 14% of respondents ranked time management as a key aspect of the role. Investing in highly-rated case management software helps professionals gain efficiencies and organization at work.
Less commonly, 3% of respondents reported that having a moral code and being culturally sensitive were key components of the job. However, case managers working within culturally diverse populations must support patients across diverse backgrounds, values, and behaviors without making assumptions.
Professional Challenges
Case management can be stressful. Above all else, burnout was a hot-button issue for 50% of respondents. These workers are often burdened by emotional and physical exhaustion, and struggle to maintain healthy boundaries when it comes to prioritizing their time. Case managers are often asked to take on additional responsibilities that fall outside of their primary job duties, adding pressure to an already demanding role.
Thirty percent of respondents also ranked a lack of resources as a key obstacle, and 14% reported that a lack of organizational support interfered with their ability to succeed at work. Case managers who are equipped with leading tools, including flexible, customizable, and user-friendly case management software, are better able to manage their time and overcome these barriers.
Five percent of respondents said they have difficulty maintaining boundaries with clients.
In addition to our findings, a 2017 study revealed five common barriers for case managers: unclear scope of practice, complex case management tasks, insufficient training, poor collaboration across teams, and client relationship problems.
