The Accidental Case Manager: How to Navigate Expectations, Empathy, De-escalation Techniques and Burnout

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, build-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.