In Malaysia, counseling is becoming more acceptable by the population. Counseling services are offered in schools, institutions and community. Thus the role of a counselor is more towards providing individual and group counseling. In

this service, the process of meeting the clients needs includes assessment, developing an action plan, consulting and liaising with other community service providers, information sharing and client confidentiality, information and referral, and clients progress tracking

See, Assoc. Prof. Dr., Ching Mey

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CASE MANAGEMENT IN COUNSELINGAssociation of Psychological and EducationalCounsellors of Asia-Pacific (APECA)Radin Hotel, Jakarta, Indonesia7-8 September, 2005ByAssoc. Prof. Dr. See Ching MeySchool of Educational StudiesUniversity Science MalaysiaINTRODUCTIONIn Malaysia, counseling is becoming more acceptable by the population.Counseling services are offered in schools, institutions and community. Thus therole of a counselor is more towards providing individual and group counseling. Inthis service, the process of meeting the clienfs needs includes assessment,developing an action plan, consulting and liaising with other community serviceproviders, information sharing and client confidentiality, information and referral,and clienfs progress tracking. This paper provides practical information on thecase management of counseHng starting from entry, assessment and diagnosis;treatment plan; case note management; referral and multi-disciplinarycooperation; and case closure or termination.BASIC REQUIREMENTS IN COUSELINGAll counselors need to have the necessary credential before they can startoff in their career as a professional counselor. In most countries, the minimumcredential requirement is a Master Degree in Counseting but there are somecountries where the minimum credential is a first Degree in Counseling. Thereare three additional requirements that are critica' to ensure effective helpingservice to our clients. The three requirements are competence, informedconsent and confidentiality. These are not comprehensive requirements but areseen as critical for counselors.CompetenceCompetence according to Pope and Brown (1996) requires "intellectual"and "emotional" competence. Intellectual competence refers to knowledge andskill, and emotional competence refers to one's internal emotional stability andability to manage the emotional challenges of working with different clients.The first and most important principle in the ethics code is to operatewithin one's level of competence. Consistent with the principle of Do No Harm,knowing our limits means that no matter how much we may want to help others,we must recognize the extent and limitations of our abilities and seek assistanceor supervision when we need it. The fundamental importance of this principle isdemonstrated by the fact that competence is the first of the genera\ princip\es inthe American Psychological Association's code of ethics (Fisher & Younggren,1997).The idea, that anyone can do human service work without any training, isnot only wrong, it is dangerous. Good intentions cannot substitute forcompetence. One of the purposes of ethics is to remind us that we are notalways the best judges of our own abilities and conduct. Simply because youwant to believe you can help someone does not mean you are justified inproceeding. In all your clinical work, make it a practice to ask yourself asobjectively and honestly as possible if you have any real training or experience inthe skills required to work with a given individual or situation. Then, go a stepfurther and ask yourself how you would provide objective evidence of yourcompetence if required to do so by an ethics review board or a court of law.Informed ConsentThe ethical principle of informed consent means that clients have a right tobe informed about the treatment, assessment, or other services they will receivebefore they agree to participate in or receive those services. When applied inpractice, this principle dictates that, in order to ensure informed consent, clientsmust be given certain information in a manner and language that they canunderstand. At the minimum, clients should be informed about each of thefollowing subjects (Harris, 1995):a. The qualifications of the person providing counseling. This includesthe degrees, clinical experience, spedaHzed training, and \icenses theperson has received.b. The nature of the counseling or assessment to be provided. Thisincludes a brief description of the approach to counseling or thepurpose of an assessment and the instruments that will be used.c. The frequency and duration of counseling sessions, as well as areasonable estimate of the typical number of sessions involved inhandling a given concern.2d. The client's responsibilities for participating in counseling must bemade clear. For example, the client should be expected to attendscheduled appointments, notify the counselor in advance ifappointments must be cancelled or changed, and follow through withany assignments.e. The fees such as the costs per session or per assessment andwhether or not there are charges for missed sessions. How and whenare payments to be made and the procedures that will be followed ifpayment is not made. This discussion should also cover insurancecharges and its impact on confidentiality.f. The nature and limitations of confidentiality, including a specificdiscussion of any limitations to confidentiality.The counselor needs to provide an opportunity to answer questions beforethe start of the counseling or at any time during the counseling process to ensurethat the cHent feels comfortable and safe.ConfidentialityOpenness and honesty are essential ingredients of counseling.Confidentiality is considered a necessary condition for effective counseling(Swenson, 1993). Along with competence and informed consent, manycounselors consider confident\a\ity to be their primary ethical responsibility(Crowe, Grogan, Jacobs, Lindsey & Mark, 1985). The essence of confidentialityis the principle that clients have the right to determine who will have access toinformation about them and their treatment in counseling. In the clinical settings,clients need to feet that the information they share will stay with the professionaland not be released without their permission. Without assurance, clients are lesslikely to explore and express their thoughts and feelings freely. This, in turn, islikely to inhibit the client's willingness to share certain information and may distortthe treatment process (Nowe" & SpruiH, 1993). At the same time, however,clients must be aware of limits to confidentiality so they can make informedchoices. Under confidentiality, two areas need to be mentioned. They arerelease of information and safeguarding records.To protect confidentiality, certain standards and guidelines must befotlowed carefully. First, no one should be given any information in written orverbal form about the client without explicit written and signed permission fromthe client. In most settings, standard "Re\ease of Information" forms are used. Inthe form are space to identify the person(s) who will receive the information, thepurpose for the release, the specific information to be released, the form in whichthe information wi\l be communicated, the date of the release, the time period forwhich the release is to be valid, the name of the person authorized to release theinformation, the name of the client, and the signature of the client and the primarycounselor or other professional (Bennett et.al, 1999). In practice, their3requirement for written permission means that if someone calls or comes into anoffice claiming to have the client's permission to see records or discuss the case,one must not agree to this request un\ess there is written permission authorizingsuch disclosure to the individual asking for the information. You can cope withinsistent or demanding people by saying something like, 'Tm sorry, but I cannotshare any information unless I have a signed release of information form. I'msure you understand how important confidentiality is, and I'll be glad to provideyou with whatever information I can as soon as a singed release of information isavailable." Note that this statement does not acknowledge that the individual inquestion is a client. 't merely says a release is necessary for any information tobe shared.To ensure the confidentiality of records, all case notes, records, and otherwritten or recorded information about the client should be kept in locked filecabinets. You should not leave notes, files or other material with client namesout in the open where others might see them inadvertently. As a furtherprecaution, the words "PRIVATE AND CONFIDENTIAL" can be printed orstamped on all files. If case notes are kept in computers, access to the filesshould be restricted in some way and the computer screen with notes should notbe left on for others to see should the counselor be absent.ENTRY, ASSESSMENT AND DIAGNOSISAt the initial stage of counseling with clients, the counselor needs toidentify why the clients are extremely trusting, instantly hostile, or react in somespecific ways. Your primary task is to understand the client's reaction from thedient's perspective and be aware that each interaction is part of the overallclinical process. The counselor's task is also to identify reasons why the clientcomes into counseling and eventually the presenting problem(s). This informationwill help the counselor in the planning of goals and treatment plan for the cHent.The choice of psychological assessments used and eventually thediagnosis are important because its accuracy will save time, ensure effectivetechniques used and efficacy. Paul (1967) pointed that one should not simplyask if therapy in general is effective. Instead, one should ask "What treatment, bywhom, is most effective for this individual with that specific problems, and underwhich set of circumstances?". To date about aU that can be stated withconfidence regarding therapy differences is what Whiston and Sexton (1993)concluded: "On the whote, the research indicates that no one theory is any moreeffective than any other. Similarly, adherence to anyone theory or approachdoes not guarantee successfu\ outcome". Of greater concern than argumentsover theoretical superiority is evidence that between 6 percent (Ortinsky &Howard, 1980) and 11 percent (Shapiro & Shapiro, 1"982) may get worse rath~rthan better in therapy. Strupp (1989) identified some of the factors, and hehighlighted one, that is, ineffective communications as experienced by clients can4contribute to negative outcomes. This means we must be mindful that we havethe potential to do harm as well as good and that the effectiveness of ourinterventions will not always be in positive directions. Thus counselors have theresponsibility to ensure that they are equipped with skills to performpsychological assessment, diagnosis and counseling.TREATMENT PLANWhen a client walks into a counselors' office or c\inic, the counse~or mustfirst be aware and acknowledge that that he/she is an individual. A counselorneeds to develop his/her own ability to work with differences. To do that, thecounselor must think at length about who he/she is and his/her own personalexperience, so that he/she is sensitive to differences or similarities with clients.Sue and Sue (1990) states that as mental health professionals, we have apersonal and professional responsibility to (a) confront, become aware of, andtake actions in dealing with our biases, stereotypes, values and assumptionsabout human behavior, (b) become aware of the culturally different client's worldview, values, biases, and assumptions about human behavior, and (c) developappropriate help-giving practices, intervention strategies, and structures that takeinto account the historical, cultural, and environmental experiences of theculturally different client (pp. 6).Thus counselors need to be aware of the historical background of peopleand the current social context, relating to perceived racial, gender, cultural, andother differences. Racism, sexism, homophobia, and economic injustice are notthings of the past. They are ongoing, daity, and destructive realities in the livesof people. Those who have not experienced that reality for themselves may notunderstand how it affects clinical interactions. As a result, they may be unawarethat clinical interactions occur in a context that is far more complex than simply\4two people talking together." Sue and Sue (1990) framed the matter in thisterms: Thus, the world view of the culturally different client who comes tocounseling boils down to one important questions: IIWhat makes you, acounselor/therapist, any different from all the others out there who haveoppressed and discriminated against me?" (pp.6).A counselor who is unaware that clients may harbor such questions islikely to experience frustration, failure, and hostility without understanding theunderlying causes. Furthermore, counselors who are unaware of the culturalcontext may misinterpret the meaning of a client's actions and may ascribeerroneous diagnoses or causal explanations. In short, counselors need tounderstand and appreciate the history and daity experience of clients fromdifferent cultures as a possible part of the problem.5

Case Management In Counseling.

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