Today, Kerrie, a case manager, is conducting an initial interview with Bernadette

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Today, Kerrie, a case manager, is conducting an initial interview with Bernadette. En route to her office from the waiting area, Kerrie remarks to Bernadette that she understands that Bernadette has come to the agency because her children were removed from the home. Bernadette nods.

Once in Kerrie's office, Bernadette shares with Kerrie that she was court-mandated to come to the agency for services, specifically to work on her problems with addiction and to learn better parenting skills. Bernadette says she was told that all of this must be accomplished before her children can be returned to her. Kerrie tells Bernadette that she was also addicted to heroin at one time, and then confides to Bernadette that she didn't lose her children because she was "too smart for that!" Kerrie laughs when she says this. Kerrie then points to pictures of her grown children and proudly announces that the older one just graduated with a major in pre-med from the local university.

Kerrie explains to Bernadette several agency policies and practices, including the agency's payment arrangements and confidentiality regulations. Kerrie then invites Bernadette to tell her what happened that precipitated Bernadette's children being removed from her care. As Bernadette talks about her addiction, her friends, her church, and the episode that led to her losing her children, Kerrie uses reflective listening, nodding, and leaning forward to hear what Bernadette is telling her. Kerrie asks Bernadette why she thinks she became addicted in the first place.

At the end of Bernadette's narrative, Kerrie stands up and tells Bernadette she has a good idea now about what the problem is and what she needs. Kerrie tells Bernadette that she will follow up soon to let Bernadette know what the agency can offer her. Kerrie opens the door, smiling, and nods for Bernadette to leave. Bernadette seems unsure of which way to go, so Kerrie points down the hall to the left and goes back in her office.

 

1. In this case, what did Kerrie do or say that was NOT professional or helpful?

 

 

2. What did Kerrie do or say that WAS professional and helpful?

 

3. What additional information should Kerrie have offered before Bernadette left?