Consumer and case manager perceptions of important case manager characteristics

The rehabilitation process has recently focused on a restructuring of the role relationship between consumers and case managers responsible for the delivery of professional services. In order to further the knowledge base of this emerging relationship, the present research identified important case manager characteristics in the form of an 18 item survey, and compared the ratings of consumers and case managers. No significant differences were found between consumers and case managers. Case managers differed on the importance of "knowing the job market" and "providing an explanation" based on whether the case load was homogenous or heterogenous, however. It was also found that age, race and gender affected these perceptions. The implications of these findings are discussed.