The Accidental Case Manager: How to Navigate Expectations, Empathy, De-escalation Techniques and Burnout
Upcoming Training Dates
Select a date and time that works for you. All sessions are held live and include time for questions.
Workshop Description
Many staff in human service organizations find themselves doing case management without a formal title or training. If you’re supporting clients in accessing resources, navigating crises, or managing service plans—while juggling other responsibilities—you might be an “accidental case manager.” This workshop is designed for staff who help individuals or groups and are looking for tools, structure, and support to do so effectively and sustainably. You’ll learn to clarify your role, set boundaries, and make referrals that match client needs with available resources.
What does effective case management look like when you're not officially a case manager or don't have formal case management training? How do you respond with empathy, not just sympathy? In this workshop, we’ll explore frameworks for one-on-one and group interactions, and practice de-escalation techniques for common situations. We’ll also address how to assess your own organization's limitations - and when to refer out.
Sustainable client support requires more than goodwill; it requires structure. We’ll review practical systems for client follow-up, built-in tools to reduce burnout, and discuss how to communicate your capacity clearly with the people your agency serves. Whether you’re brand new to this work or have been “figuring it out as you go,” this session will offer clarity, connection, and concrete strategies you can apply right away.
Who Should Attend
Individuals and organizations learning how to manage cases.
What the Training Will Cover
Session 1: Understanding Trauma, Complex Systems & the Role of the Case Manager
Explain how trauma and complex systems influence client interactions, decision making, and engagement.
Apply trauma-informed principles to reduce uncertainty and strengthen client interactions.
Describe the role of a case manager from the client's perspective, including key responsibilities and professional boundaries.
Identify strategies that improve communication, increase predictability, and support clients navigating complex systems.
Session 2: Responding to Disclosures with Empathy & Building Trauma Informed Referrals
Review how to respond to client disclosures using empathy, active listening, and appropriate professional boundaries.
Differentiate between empathy and sympathy and apply empathetic communication in client interactions.
Practice communication strategies to validate client experiences while maintaining realistic expectations.
Review trauma-informed referral practices that strengthen partnerships, improve continuity of care, and support client choice.
Session 3: Preventing Burnout & Applying Case Management Frameworks
Recognize signs of burnout, compassion fatigue, and indirect trauma and identify strategies that support staff well being.
Incorporate reflective supervision practices to strengthen decision making, professional boundaries, and client support.
Review practical case management frameworks, including the 4 C's of Case Management, OARS, the Helping Process, and the Missouri Model.
Analyze how these frameworks can strengthen client engagement and guide case management conversations.
Session 4: De-escalation, Preventing Re-traumatization & Collective Support
Review how to apply de-escalation techniques across common situations, including phone calls, front desk interactions and public programs
Understnad how to use validation, clear communication, and predictable next steps to reduce escalation and prevent re-traumatization.
Analyze ways to respond when services are unavailable
Identify opportunities to strengthen client support through peer support, community partnerships, and other collective approaches
Registration Type & Fee
Non Members: $400
Additional Information
Each workshop session is live. Registrants receive slides & handouts. It is expected participants will be able to be on camera and able to unmute for some portions of the training to participate in discussions. Full recordings are not provided. This training must be done sequentially. If you miss a session, please reach out to program@nonprofitlearninglab.org.
Looking to register 3+ people? Email us at program@nonprofitlearninglab.org to receive $5 off per registration!
Please Note:
We do not offer any other discounts for this training other than the member rate. Upon registration, you will receive a link to participate in the training. Please check your inbox or spam folder.
About the Trainer
This training is led by Dr. Leah Weiner who has a doctorate in education and psychology from Pepperdine University. Leah Weiner is the Founder and CEO of the Nonprofit Learning Lab. Leah’s approach to training focuses on making sure that the information provided helps participants solve a problem or create a solution related to their professional work.
CFRE & CAE Credits
WE OFFER CFRE & CAE CREDITS | 1 hour of training = 1 credit hour
Certificate of attendance available upon request
Resources Related to: The Accidental Case Manager: How to Navigate Expectations, Empathy, De-escalation Techniques and Burnout
Past Participating Organizations List