Case Management: What Is It? The 4 Levels Explained 

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Have you ever been to an airport or hospital and weren’t sure how to get where you needed to be inside the massive building? Or have you ever tried to get around using public transportation in a new city where all the street names and neighborhoods were unfamiliar? It can be an overwhelming situation if there’s nowhere to find help.

Most people know they can head to the Information Desk and get some instructions or further assistance. When navigating your needs at Pinnacle Peak Integrated Care in Scottsdale, Arizona, you might find yourself in a similar situation.

That is the very important work our case managers do — they assist clients with general questions about their care at Pinnacle Peak and even go further to get answers outside of our outpatient services.

Outpatient Care and Personalized Services

At Pinnacle Peak, we offer the following:

  • Psychiatric services (medication management)
  • Case management
  • Medication-assisted treatment (MAT) for addiction 
  • Counseling (individual, family, and group)
  • Mental health services
  • Primary care including physicals and labs

What Is a Case Manager?

Our client-centered treatment begins by working with the client to build a program suited to their unique needs.

Pinnacle Peak Integrated Care is committed to clinical excellence as shown by its compassionate staff. Our team of professionals includes a psychiatrist, a medical doctor, a psychiatric nurse, and a nurse practitioner, as well as master’s-level licensed therapists and case managers. Everyone on our staff, from our therapists to our client case managers, is committed to helping our clients achieve success. 

The personal, integrated experience begins with admissions and the assignment of a case manager. That case manager will remain available to the client throughout their service experience.

Clients may have needs outside of their care arrangements at Pinnacle Peak Integrated Care. Case managers are uniquely qualified to guide clients to other agencies or services that can help. 

Career training and professional practice give our case managers knowledge of the most effective case management procedures. Navigating healthcare, support systems, financial needs, and client services can be complicated. Doing it without a case manager would otherwise result in ineffective overall client care.

Case managers are responsible for tracking each client from intake to completion. They set up paperwork regarding medical information and health insurance if provided. They also will interact with both the client and the clinical team to keep records of the recommended course of action. 

Their official record-keeping follows the client throughout treatment. They will meet regularly with clients to answer questions, find solutions, and inform them of the next steps.

These might include:

  • Higher-level care
  • Housing
  • Jobs
  • Education
  • Food stamps

What Are the Four Major Functions of Case Management?

While case managers and therapists have different functions, there are many similarities. Both need to be able to help clients with diverse backgrounds with empathy and compassion. These backgrounds may include sexual orientation, gender identity, race, religion, and socioeconomic conditions like income, education, and employment.

Compliance with state and federal laws and health regulations must be documented throughout treatment. Being able to navigate this often-confusing path is one of the main levels of assistance a case manager provides clients. Client education, being able to intervene during a crisis, and referring to outside resources when appropriate round out other critical roles.

To properly do their job, case managers participate in four major functions of client case management: intake, needs assessment, service planning, and monitoring and evaluating. Some parts may be done at the same time, and circumstances sometimes don’t provide the opportunity to complete them in a certain order.

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Patient Intake 

As part of the first stage, the case manager begins the intake process. This involves information gathering to get a broad understanding of what services a client needs. Personal background, health information, disabilities, insurance status, family dynamics, home support, and service records are all recorded. 

The services the client is seeking, along with the initial information, will be used to develop a plan that meets the client’s needs. It will also help to determine if the client would benefit from another provider.

Needs Assessment

The second stage involves the case manager completing a needs assessment. During this step, the case manager will review the client information gathered at intake along with the reason the client says services are needed. They can then evaluate how or whether Pinnacle Peak can meet those service needs.

The case manager explains our individualized approach and integrated services to the client as well as how we evaluate treatment with goals during the process. Clients must agree to these objectives and goals if they wish to pursue treatment. 

This stage involves clear, open communication of accurate information by the client, and the risks and rewards as described by the case manager. Specific, measurable steps will be established upfront. 

The case manager and client will also discuss the opportunity to revisit the plan and assess at appropriate times during treatment to see if any adjustments need to be made. The overall reason for seeking treatment and the clear end goal need to be agreed upon by all parties involved, including the client, the family, healthcare providers, and the case manager.

Service Planning

After the initial intake and needs assessment has taken place, case managers work to set a timeline to take actions and meet objectives with available services. This case management plan will be discussed with the client, their family or other supporters, and healthcare providers or others to review and offer input.

The defined, measurable steps of action discussed during the needs assessment, along with the specific end goal, are developed with clear eyes for realities that need to be considered along the way.

The time needed to reassess progress and goals will be built in to keep all parties on the same page throughout treatment.

Monitoring and Evaluating

Monitoring and evaluation are important to measure client progress and treatment stages. Patient participation, progress achieved during the treatment schedule, and other measurables established in the third level will all benefit the evaluation. 

Opportunities for adjustment of goals, schedules, or treatments can be made if needed or continued until the next evaluation. By regularly visiting this step during treatment, the more likely a positive outcome will result. 

If aftercare measures need to be added, case managers can provide a support measure to ensure treatment success in the long term. 

Who Benefits From Case Management?

Case management exists to provide all parties involved with a client’s treatment a roadmap to ensure effective results.

Case managers develop the case management plan with feedback from the client, their support system, healthcare providers, and on-site treatment professionals. 

  • The professional parties benefit professionally and personally, knowing that by outlining and measuring treatment, a patient receives the best care possible. 
  • Clients who dared to seek out treatment benefit from a stronger, healthier life. 

All parties benefit from a well-organized plan, especially the client who initially sought treatment.

Pinnacle Peak Integrated Care is Ready to Help

Pinnacle Peak Integrated Care has a caring staff ready to help our clients with clinical excellence and compassionate care. Our outpatient services provide our clients healing at our convenient Scottsdale location. Call us at 877-781-5821 to get started on your brighter future.


What are the four levels of case management?

The four levels of case management are followed in a plan initiated by the case manager. The levels are intake, needs assessment, service planning, and monitoring and evaluating.

Pinnacle Peak Integrated Care