Complex systems
From a consumer and family perspective, the mental health system and health system and community resources are often too complex, large, and unfriendly to navigate effectively. Consumers often note the fragmentation of services and resources. The case manager can function as a guide knowledgeable about the array of services and resources in the community, the requirements and processes for accessing services and resources, and the available funding mechanisms.
The case manager often is in the challenging position of mediating between the client and the system. The case manager represents the system to many clients; serving as the interpreter of decisions reconciling the clients needs/preferences and the available resources.
The case manager has a major impact on how the client views the quality and acceptability of the services/resources offered.