Student Support Case Manager

*Read about support for off-campus students while in self-isolation.

Students may encounter situations during their time at Western when they may require additional support. Sometimes it may be a sudden and unexpected setback, and other times it may be an ongoing challenge that is creating barriers. Either way, there are a wide range of resources available to help students during these times and the role of the Student Support Case Managers is to assist students in exploring and navigating these services.

What is case management?

Student Support Case Managers provide outreach, information, referrals, and support to students who are experiencing complex or multifaceted concerns that are impacting on their personal and/or academic life goals. A Case Manager can work with students to explore options and develop an action plan for navigating and connecting with resources on-campus or in the community which may be helpful in their situation.

When to reach out?

Students (or faculty/staff on behalf of a student) can reach out to a Case Manager if:

  • You are experiencing a sudden change in circumstance that is impacting your academic, personal, or financial situation
  • You are transitioning to/from campus due to a medical leave and/or hospitalization
  • You are in distress and in need of early intervention support to become connected to appropriate services on-campus or in the community
  • You are needing referrals to campus or community programs
  • You are/know a student who is struggling or overwhelmed but do not know who/where to reach out to

How to reach out?

Students can reach out to Student Support Case Management on their own or any Western community member can refer a student by completing the Referral and Intake Form:

What will a Case Manager do?

Once a referral is received, a Case Manager will review the information and reach out directly to the student within 1-2 business days. This outreach will include an invitation for the student to meet with a Case Manager to discuss their concerns further, identify attainable goals, and collaboratively develop a plan for next steps. In many situations this one meeting will be enough, but in other situations there may be follow-up meetings required to continue working through the steps of the support plan.

 

Frequently Asked Questions for Students

How is case management different than counselling/therapy?

Counselling uses therapeutic interventions to support an individual, while case management focuses exploring options, identifying resources, and navigating systems and policies.

For example, if a student experiences a fire in their off-campus house then a Counsellor may assist them in processing and managing their emotions related to the incident while a Case Manager may assist them in finding emergency housing, exploring resources to ensure their basic needs are met (ex. food, clothing, etc), and accessing academic consideration. 

Can I reach out to a Student Support Case Manager?

Absolutely. If you fill out the Student Support & Case Management Referral and Intake Form, a Case Manager will reach out to you directly within 1-2 business days to offer support and discuss your concerns further.

Someone else referred me to the Student Support Case Management Team. What will happen next?

A Student Support Case Manager will review the information provided and then reach out to you directly within 1-2 business days to offer support. This may include sending information about relevant resources or offering to schedule a meeting to learn more about the situation. Except for situations in which there is a safety risk, it is your choice whether to accept this support and follow-up with a Case Manager.

What happens when I meet with a Case Manager?

During an initial meeting with a Case Manager, you will be asked to share what your current concerns are, what other services you are already connected to, and find out more about what your goals for case management may be. The Case Manager will then provide some information about potential options or resources so that you can begin developing a collaborative plan for next steps.

In some situations, this initial meeting may be enough to provide a student with the information they need to move forward on their own but in other situations there may be follow-up planned via phone, email, or further meetings.

Who has access to the information shared with the Student Support Case Manager?

Your privacy is important. Information is restricted to the Case Managers involved in supporting you and they will only share information with others across campus when you have provided consent for this.

The only exceptions to this are situations in which there are imminent safety concerns for you or others. This response may include (but is not limited to) consultation with your Emergency Contact person, your parents, other professionals, university personnel, or police who may have information relevant to a risk assessment. 

Information for Faculty & Staff 

What is Student Support Case Management?

Student Support Case Managers provide outreach, information, referrals, and support to students who are experiencing complex or multifaceted concerns that are impacting on their personal and/or academic life goals. Sometimes these concerns may be sudden and unexpected setbacks, and other times they may be ongoing difficulties that have been occurring for a while. 

How do I know if I should refer the student to the Mental Health Team or Student Support Case Management?

The Mental Health Team provides counselling, which uses therapeutic interventions to support an individual, while case management focuses exploring options, identifying resources, and navigating systems and policies.

For example, if a student experiences a fire in their off-campus house then a Counsellor may assist them in processing and managing their emotions related to the incident while a Case Manager may assist them in finding emergency housing, exploring resources to ensure their basic needs are met (ex. food, clothing, etc), and accessing academic consideration.

How can I refer a student to a Student Support Case Manager?

If you fill out the Student Support & Case Management Referral and Intake Form, a Case Manager will reach out to the student directly within 1-2 business days to offer support and discuss their concerns further.

You will receive confirmation that your referral was received, however, to protect student’s privacy, you will not be notified whether the student chose to follow-up with a Case Manager.

I'm not sure if a referral is appropriate. Can I consult with a Case Manager first?

Yes, you can fill out the Referral and Intake Form and in the section asking if the student is aware that a request for support is being made, select “No” and a Case Manager will reach out to you directly first to discuss the situation further.

Who has access to the information put in the Referral & Intake Form?

Information is restricted to the Case Managers involved in providing direct support to the student and they will only share information with others across campus when the student has consented to this.

What happens when I refer a student?

Once you submit the Referral and Intake Form, you will receive an email confirmation that the referral has been received. A Case Manager will review the referral information and reach out to the student directly within 1-2 business days.

To protect the student’s privacy, information cannot be shared about whether they have followed-up with a Case Manager. If you have an ongoing relationship with the student, you can check-in with them to ask if they have been able to connect with a Case Manager.

If you continue to have concerns about the student, you can submit another referral or contact Student Support & Case Management at sscm@uwo.ca.