People ask me all the time, “So what is case management?”
As someone who communicates for a living, I should have a clear answer, a quick, compelling soundbite that captures what it really does. But I don’t.
Not because case management is vague or elusive, but because the usual definitions focus on the mechanics. These are essential but don’t reflect the more nuanced, relational elements. The magic, really.
Even my parents aren’t entirely sure what I do.
So I asked some trusted colleagues to share their perspective and experience of working with PBH case management:
Dr Dmitri Popelyuk:
“PBH Case Management delivers everything you’d expect from a care planning service — matching clients with the right clinical team, coordinating care, and facilitating treatment. But where PBH stands out is in the team’s skill, attunement, and responsiveness. Many claim to offer a bespoke service; PBH genuinely delivers. I often compare PBH case managers to pilots: they know when to rely on autopilot, but more importantly, when to take manual control.”
Sheryl Close:
“As a therapist, I see PBH case management as essential to effective treatment. Case managers are often the central link across the team. Sharing updates, aligning everyone’s efforts, and keeping things moving. They bridge communication gaps, maintain safety oversight, and support the therapeutic process. And because they often work closely with families, they offer valuable insights into the relational dynamics that shape treatment.”
The mechanics - Admin - the unsung hero
I want to raise a cheer to appreciate the unsung hero of good old admin. Often relegated as a box ticking, admin is actually the backbone of effective care. Done well, it’s not just paperwork - it’s relational and it builds trust. It’s knowing who to call, when to step and how to manage complexity both proactively and reactively. Admin is the connective tissue that holds it all together and makes communication, coordination and collaboration not only possible, but effective.
The Magic
The magic lies in relationships.
For many clients and families, it’s the first time someone is holding a full, systemic overview of their care. Our case managers connect with clinical teams, meet the families, and hold the paradoxes, tensions, and often conflicting needs that come with complex care. That wider lens allows case managers to communicate clearly, explore options with empathy and bring a cohesive structure to what can feel chaotic and overwhelming.
While case management is not a clinical service, our team knows how to integrate and support clinical work through thoughtful coordination, skilled engagement, and an evolving, understanding of what good support looks and feels like. A capacity to keep learning is vital and requires ongoing curiosity and reflection. Every client, every family, and every team teaches us and offers us increased insights - we strive to stay open, be responsive to changing needs, and continue to be thoughtful in how we grow our understanding of what good care looks like in practice.
At its best, case management brings the mechanics and the magic together. We create treatment plans, coordinate care, and oversee the whole picture. What often makes the difference is the quality of the relationships and the individualised care. As Maya Angelou said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” In case management, it’s that sense of connection and attunement that we hope endures.
