How do you prioritize urgent cases?

1 Define urgency

The first step to prioritize urgent cases is to define what urgency means for your context and your clients. Urgency is not the same as importance or complexity; it refers to the level of risk or harm that a client may face if their case is not addressed promptly. For example, a client who is homeless, suicidal, or facing domestic violence may have a higher urgency than a client who is looking for a job, education, or counseling. To define urgency, you can use a standardized assessment tool, such as the Crisis Triage Rating Scale (CTRS), or create your own criteria based on your agency's policies and best practices.

2 Categorize cases

The next step is to categorize your cases into different levels of urgency, such as high, medium, or low. This will help you to identify which cases need immediate attention, which ones can wait for a short time, and which ones can be deferred or delegated to other staff or resources. You can use a simple matrix, such as the Eisenhower Matrix, to sort your cases based on urgency and importance, or use a more sophisticated software or system, such as the Case Management System (CMS), to track and monitor your cases.

3 Plan your actions

Once you have categorized your cases, you need to plan your actions for each level of urgency. For high-urgency cases, you need to act as soon as possible, and provide the necessary interventions, referrals, or supports to reduce the risk or harm to the client. For medium-urgency cases, you need to schedule a follow-up within a reasonable time frame, and communicate with the client and other stakeholders about the next steps. For low-urgency cases, you need to review them periodically, and update or adjust your case plan as needed.

4 Manage your time

Another key aspect of prioritizing urgent cases is managing your time effectively. You need to balance your workload and avoid overcommitting or underestimating your tasks. You also need to set realistic and clear goals and deadlines for yourself and your clients, and track your progress and outcomes. You can use various time management techniques, such as the Pomodoro Technique, the Pareto Principle, or the ABCDE Method, to optimize your productivity and efficiency.

5 Review and revise

Finally, you need to review and revise your prioritization process regularly, and make changes as necessary. You need to evaluate the impact and effectiveness of your actions and interventions, and collect feedback from your clients and other stakeholders. You also need to monitor the changes in your clients' situations and needs, and adjust your urgency levels accordingly. You can use tools such as the Outcome Rating Scale (ORS) or the Session Rating Scale (SRS) to measure your clients' satisfaction and progress.

Prioritizing urgent cases is a crucial skill for case managers, as it can help you to provide the best possible service and support to your clients, and to achieve your goals and objectives. By following these tips and strategies, you can improve your prioritization skills and overcome the challenges and difficulties of case management.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?