The Pleasures and Pain of Mental Health Case Management

Among mental health case managers, burnout is rife and turnover rates are high, resulting in significant costs to agencies and compromising service quality. This study examines sources of frustration and satisfaction among case managers and the potential impact of these factors on recruitment and retention rates. In this exploratory study interviews were conducted with 40 mental health case managers who shared their observations on aspects of work that they enjoy and find least satisfying. The responses point to predictable sources of frustration such as paperwork, and productivity standards—while interactions with the recipients, outreach work, and the variety and flexibility in their jobs were sources of satisfaction. Results have implications for consumers of mental health services, front line workers, and organizational culture and practices.